Customer Help

Returns and Exchanges
Need to return or exchange your purchase?  Find instructions here.
Checking the Status of Your Order
Need to know the status of your order?  Find out how.
Shipping & Delivery
For information on our shipping costs and policies click here.
Placing an Order
Have questions about placing an order at SinkOrSwimOnline.com?  Click here.
FAQ ( Frequently Asked Questions)
Have other questions?  Check our Frequently Asked Questions section.
Contact Us
Couldn't find the information you needed?  Please contact us.

 

 

Returns and Exchanges

How do I return or exchange an item?
We want you to be fully satisfied with your purchase. SinkOrSwimOnline.com will gladly accept returns and exchanges within 31 days of the shipment date. Merchandise must be returned in its original, unused condition, including all original tags. All packages must be returned prepaid; we cannot accept C.O.D. deliveries. We recommend sending your items back via a traceable method for your protection.  Please follow our Return Authorization (RA) process for an RA Number to include with your package.

I want to exchange my item, but it was a gift. How can I do this?
If you receive a return authorization number, return instructions will be emailed to the email address used to place the order. Please write us a note including the product code, name, or SKU as well as size and color (if applicable) of what you would like to exchange for, and we will ship your exchange without charging you a shipping fee. Please remember that we can only process a refund back to the original card used to purchase the items.

When will I receive my exchange?
As soon as we process your return package, we will credit your account and place a new order for your requested exchange with Free Exchange Ground Shipping.

Is there an exchange shipping fee?
No. SinkOrSwimOnline.com ships your outgoing exchange orders with no fee as a courtesy to our customers.  You are responsible for return shipping costs as outlined above.  Please note that this offer excludes the remote states of Alaska and Hawaii, as well as the territory of Puerto Rico.

How do I know if my item is eligible for return?
We gladly accept returns within 31 days of ship date.  All items must be in original, unused condition (i.e. have not been worn in the water) and retain all original tags and packaging.

How long will it take to receive my refund?
Credits usually take 7-10 business days from the time we receive your item(s).

What's the best way to ship back my return?
You are responsible for making certain that we receive your return. We strongly recommend choosing a method that includes a tracking or delivery confirmation number. Please include your Return Authorization (RA) number on the outside of your package.

Are Shipping Fees Refundable?
Shipping fees are non-refundable in the event of a Return or Exchange.  However, your exchange items may be eligible for free exchange shipping (see above.)  In the event that your order was shipped for Free, but returns were made which dropped your total charge to below the required $75, a $5.99 shipping fee will be deducted from your refund.

 

 

Checking the Status of Your Order

Has my order shipped? And/or How do I track my order??
Click the "My Account" link located at the top of every page of our site to enter our account management page. Once there, click the “Review orders / track packages” link located in the My Orders section. From there, a simple pull-down menu will allow you to view and track previous orders swiftly and easily!

How do I change quantities or cancel an item in my order?
Because we begin processing your order as soon as it is placed, it is not possible to add or remove items for an order once the Place Order button has been clicked. If you need to alter an existing order, please contact us and we will happily assist you. Please note that if we are able to intercept your order before it ships, changing it may require the cancellation and re-placement of the order, which could delay the shipping of your package.

My order never arrived.
Click the “My Account” link located at the top of every page of our site. If your order displays a Tracking Number, you may check with UPS or UPS Mail Innovations* to confirm that your packages were delivered. If your packages show a status of "Delivered", please contact us at customer service for further assistance.
* UPS Mail Innovations is a hybrid service, combining the UPS and U.S. Postal Service. For more information on UPS Mail Innovations, click here.

An item is missing from my shipment.
If you have ordered an item which ships from another location (custom items and deck equipment are two common examples) it will be shipped separately. If all of your invoiced items shipped from our warehouse and what you have received does not match your packing list, please contact our customer service center so that we may assist you.

My product is missing parts.
Please check the item description on our website for an account of any special parts or pamphlets which should be included with your item. If they are missing, please contact customer service and we will investigate.

What is a backorder?
A backorder occurs when an item has recently and unexpectedly run out of stock. To ensure that you receive your order in a timely fashion, we may cancel any backordered items from your order and refund you fully for those items. Please contact customer service for more details.

 

 

Shipping & Delivery
What are your shipping options and fees?
Click here to see our shipping options and fees.

When will my order ship and what are my shipping charges?
All orders received by 3:00 PM (PST) Monday - Friday, are typically shipped the same day. Orders placed after 3:00 PM will ship the next business day. Please check the item description of the particular product you are ordering for more specific information on its shipping time. Certain items, such as custom orders or deck equipment, cannot be expedited.

How do I calculate my delivery time?
To calculate your delivery time, start from the business day after your expected ship date. (For example, if your package ships on Monday, Tuesday will be the first day of transit. If your package ships on Friday, Monday will be the first day of transit, and so on.) An order with 2 Day shipping that is assigned a tracking number on Monday will arrive by Wednesday, the second business day.

Do you ship to my country?
We are currently shipping orders exclusively within the fifty United States and Puerto Rico. For International Customers, click here.

How do I track my shipment?
Click the "My Account / Order Status" link at the top right hand side of our site to track your order. When your order ships, a shipping confirmation email will also be sent to you with instructions on how to track your package.

When will I get my order?
We ship most orders from our warehouse in northern California. Most customers who select standard shipping receive their orders in 7 business days or less, depending upon your proximity to our location. Please allow for weekends and holidays when calculating your ship time, and remember that the day your order is shipped does not factor into the time in transit.

How do I receive Free Shipping?
If your order total exceeds $75 before taxes and/or shipping fees are accounted for, you should be able to select the Free Super Saver Shipping option from the Shipping Method pull-down menu (within the continental United States only). If it is not available and your order total exceeds the required sum, please contact our customer service center.

 

 

Placing an Order
What are my payment choices?
We accept Visa, MasterCard, American Express and Discover. We are unable to accept checks, money orders, purchase orders, or cash at this time.


How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top bar of our website and choose an item from the drop down or selected menu, (2) type a keyword into the Search box. If you have any trouble locating a product, feel free to contact customer service for assistance..

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top bar of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is not a link will leave your cursor as an "arrow". You may also type a keyword into the Search box located just below our logo in the left-hand corner of our site to quickly find a specific product. When you search for a product, the images of the product can be enlarged by clicking on them. When there are multiple search results for your product, clicking on a product, will enlarge the image and clicking the enlarged image or pressing the right arrow will display the enlarged view of the next product in the search selection. When interested in a particular product that is enlarged, click on view to see details about the product and purchase it. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I know which size to order?
Please take the necessary measurement and compare them to the sizing chart. A link to the sizing chart is located at the bottom of every page of our website and below the "Add to Cart" for every item. Sizes vary by brand and are guidelines only; an exchange may be necessary for you to find the perfect fit. While we are happy to help you interpret the size charts, please remember that return shipping is always your responsibility. We will gladly ship your exchange with Free Exchange Ground Shipping.

Can I change my order once it has been placed?
We ship all orders as soon as possible, so please be aware that once you click the Place Order button your order cannot be changed. If a change needs to be made to your order, you will need to contact us so that we may cancel your order and replace it with a corrected one, provided that it has not yet shipped out.

Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! We will price match any legitimate* non-auction website that offers the same item (including size and color) for a lower price.
* The legitimacy of a website will be determined at the discretion of our representatives.

Privacy Policy
We value your privacy. Your details are safe with us. We do not give out any customer's information to 3rd party clients.

Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

 

 

FAQ (Frequently Asked Questions)
What is your return policy?
We want you to be fully satisfied with your purchase. We have a Standard 31-Day Return and Refund Policy. We do have an additional re-stocking fee. Items covered by this policy (those products for which Sink Or Swim states "This item may be returned for a replacement or refund within 31 days only") must be returned to Sink Or Swim within 31 days of the invoice date for this policy to apply. “Return” constitutes receipt of the product by Sink Or Swim, and not the mere issuance of an RMA. Please Login to your account to process for an RA Number to include with your package.

Do I have to pay sales tax?
Orders destined for outside of California are not subject to sales tax. CA residents must pay sales tax of 8.25%, and residents within Alameda County, CA will be charged a rate of 9.75% on their order.

Do you have a retail location?
We do not currently maintain a retail store.

Can I request a catalog?
We currently do not offer a printed catalog.  Our product selection changes daily.  You can find our entire product catalog online at  www.sinkorswimonline.com

I can't figure out what size I am.
Please refer to our sizing charts for detailed information about manufacturer sizing guidelines. You may find them at the bottom of each page of SinkOrSwimOnline.com, organized by brand.

What is a "Grab Bag" suit?
Our special "grab bag" deals are nothing but new, first quality suits at unbeatable savings. You pick the size and we pick the color, and the more you buy the better the price! We are sorry, but due to limitations in availability, we cannot guarantee a specific style, material, or color. Grab bags are not eligible for refunds.

The color/size I am looking for is not an available selection.
Our availability is limited to stock on hand, and everything that you see online is currently in stock and ready to ship. If a color/size/product is not listed then we are temporarily out of stock. You should have the option to request an email notification when we are restocked on that color/size. If you cannot locate this option, go into the “Check Availability” page and select the “Receive Email Notification” option in the far right column and fill out the necessary information.

I cannot view any color/size selections.
There are some known issues with certain versions of Macintosh or Dell computers that prevent the sizes and colors from displaying. We are working on resolving these issues.  In the meantime, we would be happy to place orders or check availability for you over the phone or via email.

I have a question on my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

Will I receive spam email from SinkOrSwimOnline.com?
Absolutely not! The only emails you will receive from us are specifically regarding the status of your SinkOrSwimOnline.com order, although we do recommend that you sign up for our SinkOrSwimOnline.com mailing list to receive periodic offers, updates, and discounts.

Do you accept Purchase Orders?
No. We currently accept credit card orders only.

I need a copy of my receipt/invoice.
Log in to your account and click the "My Account / Order Status" link at the top right hand side of our site to view past orders and print invoices.

When will my credit appear on my account?
Credits usually take a maximum of 7-10 business days to post from the time we receive your item(s), but this is dependent upon your bank’s policy. Check with your financial institution for accurate information regarding their holding times.).

When will my credit card be charged?
Your credit card will be charged when your order is placed.

Why was I charged twice for my order?
Any order attempt may result in a pending charge showing on your credit card, even should the transaction be declined. These pending charges usually clear within 2-3 business days, though it varies from bank to bank. You may wish to contact customer service to confirm that such orders are cancelled.

Why was my credit card declined?
Most declined transactions are the result of some information being entered incorrectly. Please confirm your address, credit card number, expiration date, and cvv2 number before attempting to place the order again. If you have moved or changed addresses recently, you may wish to try using your prior address in the Billing Address field. If all information in our systems is accurate, please contact your credit card company and confirm the address that is listed for the primary account holder. Only a small percentage of transactions are declined due to credit card balance concerns.

Why was my order returned to your facility?
In cases of a package being deemed undeliverable by the courier, the parcel will be redirected to the original shipper. This usually occurs due to an address error, such as listing a P.O. Box for a Next Day shipping order or inputting an incorrect zip code.

 

 

Contact Us
How can I contact you?
Couldn't find the information you needed?  Please contact us.