Cancellation Policy

Last Updated: January 2025

1. Overview

This Cancellation Policy explains how you can cancel a shipment booking with Swell Shipping and what fees may apply. We understand that plans change, and we strive to accommodate cancellation requests whenever possible.

2. When You Can Cancel

You may request to cancel your shipment at any time before the package has been picked up by the carrier. Once the carrier has collected your package, cancellation is no longer possible, and you will need to work with the carrier directly for package returns.

3. Cancellation Timeframes and Fees

Free Cancellation Period

Cancellations made within 2 hours of booking are eligible for a full refund with no cancellation fees, provided the package has not been picked up.

Standard Cancellation (After 2 Hours)

Cancellations made more than 2 hours after booking but before package pickup:

  • Domestic shipments: $5 cancellation fee
  • International shipments: $15 cancellation fee
  • Freight shipments: 10% of total booking cost (minimum $25)

Late Cancellation (Same Day as Scheduled Pickup)

Cancellations requested on the same day as scheduled pickup:

  • Before pickup: 15% of booking cost
  • After carrier dispatch: 25% of booking cost

After Pickup

Once the carrier has picked up your package, the shipment cannot be cancelled. You may:

  • Request a package return (subject to carrier policies and fees)
  • Redirect the package to a new address (additional fees apply)
  • Refuse delivery at the destination (return shipping fees apply)

4. How to Cancel

To cancel a shipment, you can:

  1. Online: Log in to your account and go to "My Shipments" to cancel
  2. Phone: Call 1-800-SWELL-SHIP and provide your tracking or order number
  3. Email: Send a cancellation request to support@swellshipping.com with your order details
  4. Live Chat: Use our website chat feature during business hours

Please include the following information in your cancellation request:

  • Order/Booking number
  • Tracking number (if available)
  • Reason for cancellation (optional but helpful)

5. Cancellation Confirmation

Once your cancellation is processed, you will receive:

  • Email confirmation of cancellation
  • Breakdown of any applicable cancellation fees
  • Refund amount and expected processing time
  • Cancellation reference number

Please keep this confirmation for your records.

6. Non-Cancellable Services

The following services cannot be cancelled once purchased:

  • Additional insurance coverage (once shipment is in transit)
  • Customs brokerage fees (once customs processing has begun)
  • Special handling services already performed
  • Storage fees for time already utilized
  • Third-party services (e.g., packaging services at retail locations)

7. Scheduled and Recurring Shipments

For scheduled or recurring shipments:

  • Cancel at least 24 hours before the next scheduled pickup
  • Recurring subscriptions can be cancelled at any time
  • No refunds for previous shipments in a subscription
  • Pro-rated refunds may apply for prepaid bulk shipping packages

8. Weather and Force Majeure

In cases of severe weather, natural disasters, or other force majeure events:

  • Cancellations due to service suspension: No cancellation fees
  • Full refund or credit for future shipment
  • Option to reschedule without penalties
  • Notification will be sent if services are suspended

9. Refund Processing

After cancellation approval:

  • Refund processing begins within 24-48 hours
  • Refund to original payment method within 5-10 business days
  • Credit/debit card refunds may take additional time per your bank's processing
  • Store credit option available for immediate use (no fees deducted)

See our Refund Policy for more details on refund processing.

10. Disputed Cancellations

If you believe a cancellation fee was charged in error:

  1. Contact our support team with your cancellation reference number
  2. Provide any supporting documentation
  3. We will review your case within 3-5 business days
  4. Adjustments will be made if an error is confirmed

11. Changes to This Policy

Swell Shipping reserves the right to modify this Cancellation Policy at any time. Updated policies will be posted on our website with a revised "Last Updated" date. Changes apply to bookings made after the policy update.

12. Contact Information

For cancellation requests or questions about this policy, please contact us at:

Email: support@swellshipping.com
Phone: 1-800-SWELL-SHIP
Hours: Monday-Friday, 8 AM - 8 PM EST
Address: 123 Harbor Drive, San Diego, CA 92101