Sales and Promotions Policy
Many of the promotions and sales run on Swap.com have a standardized set of exclusions. Please note that these standard exclusions include, but are not limited to, the following:
Select shoes, Clearance items, Swap Saver Clearance items, New arrivals, and Hot Brands. For a list of Hot Brands please click HERE.
In order to apply any promotion or sale to your order you must be logged into a Swap.com account. One promotional code per order. Promotions do not stack, and the highest sale value will always be applied.
Promotions cannot be applied to previously placed orders.
Free Shipping Promotion:
As an everyday promotion Swap.com offers free shipping on all, non-wholesale, orders whose value equals $99.00 or more, (calculated before shipping and tax). This Promotion will automatically be applied to your cart if your purchase qualifies.
Sales Prices in Cart:
All Swap.com promotions and sales have strict expiration dates and times. As such if a sale ends before you have checked out, the prices of items in your shopping cart may automatically revert back to their non sale prices. If this occurs we cannot apply the sale or promotional prices onto the items.
Sales and Refunds:
All Swap.com promotions and sales have strict expiration dates and times. Sale prices are only valid if you checkout before the promotion or sale expires.
Refunds are generally issued 10 business days after arriving at our fulfillment center. We cannot guarantee that a refund will be issued before a promotion or sale has ended.
If you would like to partake in a promotion or sale we recommend purchasing before the expiration, if a promotion or sale has ended before your refund is issued we cannot reinstate the promotion or sale.
Third Party Website Promotions:
Swap.com does not currently work with any third party coupon websites. Our promotions are only advertised directly through our mailing list and website. Promotions found on third party websites may not work and will not be honored.
Swap.com is not currently equipped to work with sellers or buyers residing outside of the 48 contiguous US states. We apologize for any inconvenience.
When placing an order you will be provided a processing time frame for your shipment. This processing period is how long it will likely take for your order to be gathered and packaged in the warehouse. Please be aware however that orders may take another 5-10 business days to be delivered depending on the speed of the shipping company used. Swap is not responsible for the package once it has been picked up by the shipping company and as such estimated dates of delivery may not be accurate.
In the event that an order you have placed contains too many items to fit one shipment or that the products ordered are being shipped from multiple fulfillment centers you may receive multiple emails informing you of your tracking numbers.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
SWAP.COM DOES NOT HOLD OR ACCEPT RESPONSIBILITY for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
Shipping labels are created at the time of placing your order, as such we typically aren't able to change a shipping address. If you contact us before your order has been marked as shipped we can attempt to update the address.
If an order has already been marked as shipped we are not able to change the address. Typically if a package cannot be successfully delivered it will be Returned to Sender
Returned to Sender Orders:
If a package cannot be delivered or if the shipper encounters an error during delivery they may begin a return to sender process of sending the shipment back to the Swap.com fulfillment center.
Our fulfillment center is not equipped to handle return to sender shipments and as such any order that is returned to sender will automatically be cancelled and refunded. You may try repurchasing the items once they are re-listed to the website.
Returned Extra Items:
In the rare event that you include extra items in a return that were not originally from Swap.com, you must contact Swap.com customer support with a detailed description of the item before your return shipment arrives at our facility, so that our team can be made aware of the issue. Swap.com is not liable for any additional items sent back. Any additional items, that did not originate from Swap.com, in a return shipment will be discarded automatically upon receipt and inspection of the package.
Returns, Exchanges, Cancellation Policy
To visit our Returns Page please click HERE.
If you are not satisfied with your purchase and wish to start a return, please access our Returns Portal here with your order number.
In order to qualify for a return you must submit your return request on the Returns Portal within 14 days of arrival, based on shipper tracking details. If you have a Swap.com Account, and you purchased from the account, you will have 30 days instead.
You may request a return up to 3 times per order during the 14 day period. Requests after the 14 day time frame are not eligible for return. If you have a Swap.com Account, and you purchased from the account, you will have 30 days instead.
All returns must be shipped using a Swap.com issued shipping label provided from our Returns Portal within 48 hours after submitting your return request. We will not accept returns using a label not obtained from Swap.com.
Swap.com will issue a refund as either Store Credit or back to your Original Form of Payment based on the return reason and return inspection upon arrival at our fulfillment center. Refunds will be issued within 10 business days after arrival at our fulfillment center. Refunds will only be issued for items that arrive at our fulfillment center.
Please note orders purchased with Store Credit will always be refunded as Store Credit first regardless of the return reason.
Swap.com is not responsible for any items shipped back that were not listed on the return form.
You will receive a refund in the form of store credit if the following reasons are found to be accurate:
- Item is as described
- Item does not fit
- You do not like it
- You just want to return it without a specific reason
You will receive a refund to the original form of payment, starting with any store credit used, if the following reasons are found to be accurate:
- A wrong item was sent
- Damaged during shipping
- Differs considerably from the description on Swap.com
- If the item you ordered is missing from shipment
Refunds as Store Credit will automatically add the credit to your Swap.com account, or you will be sent a Store Credit code if you checked out as a guest initially.
NOTICE: As of11/01/2022 due to increased shipping costs Nationwide Swap.com is now deducting a flat rate $10.99 shipping fee from all refunds. If your return is due to a mistake on Swap.com's end (see refund to original form of payment return reasons above) this fee will not be deducted.
Returning Swap Saver Items:
Swap Saver items can be returned if the Swap Saver item was:
- Missing from the shipment
- The wrong Item
- Differs Considerably from the description on Swap.com
- Damaged during shipment
A refund will only be issued for Swap Saver items if the listed return reason is found to be accurate. Swap Saver items that are returned are immediately recycled after inspection and cannot be requested back.
Returns and Klarna:
If you placed an order on Swap.com and checked out using Klarna you will be responsible for making all of your Klarna Payments regardless of the type of refund you are issued.
If a refund is issued back to the Original Form of Payment, Klarna will receive the refund and use it to lower your final payment with Klarna.
If a Refund is issued back as Store Credit, It will not affect your Klarna Payments in any way.
Swap Savers Items:
Swap Savers Items are non-refundable*, non-returnable*, final sale Clearance items.
Swap Savers is a program we created to prevent more items from ending up in landfills. These items have reached our deepest discount levels available to assist in “saving them” and finding them a new home before we remove them from Swap.com and recycle them via other means.
*please see the swap saver section of our return policy for specifics.
Because most of our products are sent in from different sellers, Swap.com does not offer exchanges. In the event an item does not work out for any reason you may return the item, for more detailed information please see our Return Policy.
Please note once an item has been ordered it cannot be exchanged for a different item, even if the order has not been shipped.
Once an order has been placed our system provides a one hour time in which the order can be cancelled. If you need to cancel your order please reach out to our customer support team and they will attempt to cancel the order, although this cannot be guaranteed.
Please note we cannot cancel individual items within an order, only the entire order.
In the event that an item from your order could not be located within our facility, or was found to have damage on it before shipping; Swap.com may cancel the item from your order and issue you a refund to the original form of payment.
Store Credit Policy
Store Credit does not expire. Store Credit cannot be changed to another form of payment.
To use your store credit you will simply need to be logged into your account containing the Store Credit. You can review your available Store Credit balance on the "My profile" page of your account. The credit shown there will automatically be applied to your next purchase while logged into this account.
If you checked out as a “guest” and were refunded Store Credit you will receive an email with a Store Credit code to be entered on your Swap.com Account. The credit code you received will need to be applied to your account by navigating to the "My Profile” page of your account and selecting the blue text that says, "Add” please enter your code here, be advised that it may take up to 30 seconds to process this request. You should then see your available store credit.
Store credit is not a discount, it is treated as a form of payment.
8/12/2022: corrected grammar in Exchange Policy
4/25/2022: updated free shipping policy
7/14/2021: updated return policy to reflect 14 day change
7/6/2021: updated sales and promotions policies for clarification on refund and sale interactions