Shipping & Returns

Shipping

We aim to ship your order within 2 business days. Our Idaho warehouse is usually fully stocked, however there may be a delay especially during peak retail periods or during large publicity campaigns – in which case we will do our best to let you know in advance.

Express Checkout/Buy it Now Purchases The customer accepts full responsibility for any custom charges, duties & taxes on orders shipped outside of the USA.  

 

USA Delivery - US $9 (FREE for orders over $100)

Shipping can typically take 3 - 7 business days within the USA however depending on the shipping provider, this does vary. Parcels “returned to sender” due to an incorrect address may incur further postage fees. 

 

Canada Delivery - US $12

Shipping can typically take 3 - 7 business days to Canada, depending on the shipping provider and customs (note that customers should not incur customs charges as this is vary rare, but can happen from time to time). 

 

International Shipping - US $28

Shipping can typically take 5 - 10 business days for most destinations outside of the U.S. Please note that it is the customer's responsibility for any customs fees associated with your Swag package. The likelihood of customs being added to your order is extremely low, but it is important that you note this prior to placing your order.

The customer accepts full responsibility for any custom charges, duties & taxes on orders shipped outside of the USA.

Contact information

If you have made a mistake in your contact/order information, please notify us at info@theswag.com.au as soon as possible. We may be able to intercept the order and amend it before it is packed and dispatched. However, once it is picked up by a courier we have no control over this matter. We recommend you contact USPS as soon as possible to try to amend your details (For this, you will have to create an account or log into an existing account with USPS and pay a fee). If the parcel is returned to us, we will notify you.

 

Late, missing or damaged orders

If your parcel hasn’t arrived within 10 days after shipping, please, notify our customer service so a representative can follow-up and investigate further. The longer you wait to notify us, the more difficult it is to claim a parcel that hasn’t been delivered.

If your package hasn’t been picked up on time at your local post office (usually 2 weeks) and is sent back to us, we will charge an additional fee of $24 that includes: The cost of a “Return to Sender” shipping, the new delivery fee as well as admin fee. If you choose to receive a refund, the cost of original shipping and admin fees ($15) will be deducted from your refund.

If your order is missing an item please email us at info@swagoz.com with the details of the item missing, your order number, and photographs of the items that you received (including packaging) within 3 days of receiving your order. We will look into your case and let you know the next steps from there. We pack your goods with the utmost care but unfortunately, damages can happen. Replacement items may be dispatched according to our discretion following further investigation into your unique case.

If an item in your order was damaged upon arrival, please send us an email detailing the item damaged, your order number and photographs of the damaged item. Please include a close-up shot of the damage as well as a photograph showing the entire item (with space around it). Our Swag goodies are handmade with love, however, occasionally things do slip through our quality control procedures. We do not accept liability for any loss or damage arising from items lost, stolen or damaged once delivery has taken place.


Returns | unused items (within 30 days)

We are sure that you will LOVE your Swag goodies, therefore, we don’t think you’ll need our returns policy. However, if you change your mind (before using and washing your items) or make an error with your purchase, and you’ve ordered through us directly, you are welcome to return them to us within 30 days of receiving your goodies.

Please note: All items returned must be unused, unwashed and in a pristine, re-sellable condition. If the tag, twine and booklet aren’t returned with the products, we won’t be able to accept the return or issue a refund. Once we have received your return and confirmed that it has been unused and unwashed, we will refund the cost of your returned goods minus shipping fees.

The customer is responsible for the full cost of the return postage. We are happy to help you with your decision-making process, so please don’t hesitate to contact us before ordering.

Returning an item

  1. Simply email us with details of the product you wish to return along with your proof of purchase as your first step. We will then send you our address to return your item/s to. 
  2. Please then pack the products safely and carefully into a suitable package (you may re-use the original packaging goods were delivered in). Please note: The customer is responsible for the full cost of the return postage. We highly recommend registering your parcel (this adds tracking details) as we cannot be held responsible for items lost in transit.
  3. Once we receive your returned items and can verify that the item/s are unused and undamaged, we will send you an email confirming that we will refund the cost of your goods minus postage. Please allow 3 – 7 days for the refund to appear on your credit card to allow for bank processing.