Refund Policy

Last Updated: January 2025

1. Overview

At Swell Shipping, we strive to provide excellent service. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund.

2. Eligibility for Refunds

Refunds may be issued in the following circumstances:

  • Service Not Provided: If we fail to provide the shipping service as agreed
  • Overcharges: If you were charged more than the quoted price
  • Lost Shipments: If your package is confirmed lost and not recovered within 30 days
  • Service Errors: If there was an error on our part in processing your shipment
  • Duplicate Charges: If you were accidentally charged multiple times for the same service

3. Non-Refundable Services

The following are generally not eligible for refunds:

  • Shipments that have already been picked up by the carrier
  • Delays caused by customs, weather, or other circumstances beyond our control
  • Insurance premiums for successfully delivered packages
  • Additional services that were performed (e.g., special handling, storage)
  • Changes in shipping costs due to incorrect package information provided by you
  • Packages refused by the recipient

4. Refund Request Process

To request a refund, please follow these steps:

  1. Contact Support: Email support@swellshipping.com or call 1-800-SWELL-SHIP
  2. Provide Information: Include your order number, tracking number, and reason for refund
  3. Submit Documentation: Provide any relevant documentation (receipts, photos, etc.)
  4. Wait for Review: Our team will review your request within 5-7 business days
  5. Receive Decision: You will be notified of the approval or denial of your refund

5. Refund Timeframe

If your refund is approved:

  • Processing time: 5-7 business days from approval
  • Credit card refunds: 5-10 business days to appear on your statement
  • Bank transfers: 3-5 business days
  • PayPal: 1-3 business days

Please note that the total time for receiving your refund depends on your financial institution's processing times.

6. Partial Refunds

In some cases, partial refunds may be issued:

  • When only part of the service was not delivered as promised
  • When some but not all items in a multi-package shipment are lost or damaged
  • When additional charges were partially in error
  • As compensation for service delays or inconveniences

7. Damage Claims

For damaged shipments:

  • Report damage within 48 hours of delivery
  • Provide photos of the damaged package and contents
  • Keep all original packaging materials
  • File a claim through our online portal or customer service
  • Refunds for damage are based on declared value and insurance coverage

8. Cancellation and Refunds

Cancellations made before package pickup may be eligible for a full refund minus any processing fees. Once a package has been picked up by the carrier, cancellation fees may apply. See our Cancellation Policy for more details.

9. Disputes

If you disagree with our refund decision, you may:

  • Request a review by a supervisor
  • Provide additional documentation to support your claim
  • Contact your credit card company to dispute the charge
  • Seek resolution through arbitration as outlined in our Terms & Conditions

10. Changes to This Policy

Swell Shipping reserves the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the modified policy.

11. Contact Information

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

Email: refunds@swellshipping.com
Phone: 1-800-SWELL-SHIP
Address: 123 Harbor Drive, San Diego, CA 92101