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Customer Service FAQs


customer faqs
  • What is the Return/Exchange Policy for Swanling products purchased at Swanling.com?

    It is important to us that you are fully satisfied with your purchases from Swanling.com. If you are not happy with a purchase from Swanling.com you may return it for a full refund or exchange within 30 days of receipt of purchase. Gift wrapping charges and shipping charges associated with an order will not be refunded. Shipping of returned items to Swanling is at the customers expense.

    If merchandise is defective it should be returned within 30 days for a full replacement. Swanling Innovations will take responsibility for any shipping costs associated with defective merchandise.

    Please contact Swanling customer service here or call 855.777.4338 to arrange a return. Please have your Order ID# ready when you call.

    If you purchased your Swanling product from one of our retail distributors, other website, or third party, please contact the company you purchased from directly to process a return or exchange. Also, if one of our products has been personalized, monogrammed, or altered in any way, we cannot accept it for refund or exchange.

    Please note, if your purchase was made with a credit or debit card, including a gift purchase, any refund will be credited back to that account. If you have any questions regarding our return policy, or whether your purchase may be returned, please call us at 855.777.4338 during our regular business hours: Monday through Friday 9:00 a.m. to 5:00 p.m. PST. You may also contact us through email here, please allow 48 hours for a response.

  • Can I have my order gift-wrapped?

    Yes you can. There is a $5.95 charge for gift-wrapping service. Gift-wrapping is a gender-neutral solid white satin gloss paper with ribbon. We take great care to make sure that your gift will be wrapped with love.

  • How do I include a gift message with my order?

    You will have the option to add a gift message in the gift message box that will be displayed during check out.

  • I received an item that I didn’t order or the item I ordered is damaged. What should I do?

    If you receive a wrong product or the merchandise is defective or damaged you have 30 days to return it for a full replacement. Swanling Innovations will take responsibility for any shipping costs associated with defective merchandise. To assist you with your problem, please send a photo and any pertinent information regarding how it's been washed to Customer Service here and our Returns Department will be more than happy to assist you. Also feel free to contact us directly at 855.777.4338 to arrange a return. Please have your Order ID# ready when you call.

  • How do I check the status of my order and track shipping?

    You will be sent an e-mail with your tracking information when your order has shipped. Alternatively you can log in to your account at www.swanling.com to view the status of your order or of course you can always call us at 855.777.4338.

  • I am searching for a Swanling product that I don't see on www.swanling.com. If the item I'm looking for is still available, how can I find it?

    We are happy to help you find whatever item you are looking for, please email a description of the item to Customer Service here.

  • Can I cancel an order?

    Yes, as long as the item has not yet shipped, which normally happens 12-24 hours after you have placed your order. If the order has already shipped you will need to follow the instructions in our return/exchange policy. For any questions you can email us here or call 1.855.777.4338 (1.855.SSS.HEET). Be sure to have your order/confirmation number available.

  • Is your website secure?

    Yes, the Swanling.com website is a secure shopping environment where your information is always safeguarded. If you choose to order as a guest and not register at Swanling.com your information will not held beyond the shipping of the order. Our security policy is covered under the privacy policy on our website.

  • Is there any advantage in being a Registered User of Swanling?

    On becoming a registered user at Swanling.com you will be able to complete your orders more quickly, view your order history and status. You will also be eligible to receive information about promotions and new products as they become available.

  • How is my order shipped?

    Swanling uses UPS and the USPS to ship all of our products domestically. Items are shipped 12-24 hours after your order is placed. A tracking number will be emailed to you.

  • Does Swanling charge any Sales Tax?

    We collect sales tax on all purchases in the state of California. Any package sent to an address in California will be taxed at the sales tax rate of 8%. For packages shipped to addresses outside of California, no sales tax will be collected or passed on.

  • Where does Swanling ship to?

    Swanling products can be shipped anywhere in the continental US. Orders placed from Alaska and Hawaii will be charged at a special expedited shipping cost. Shipping is also available to Canada, Europe, UK, Australia and more. Please contact Swanling customer service here or 855.777.4338 for a shipping quote to your area.

  • How do I unsubscribe from your e-mail list?

    We are sorry you no longer wish to receive our communications and we would like to honor your request. To remove yourself from our email list please e-mail us here.

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