Our Commitment to Competitive Swimmers
At Aqua Shop, with 30 years of experience serving the global swimming community, we understand that peak performance requires equipment that fits perfectly and performs reliably. Our shipping and returns policies are designed specifically for competitive swimmers who demand precision and quality in every piece of equipment.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days from the date of order confirmation. During peak seasons, processing may occasionally take longer, but we strive to maintain our quick turnaround to get you back in the water faster.
Shipping Methods & Delivery Times
| Shipping Method | Cost | Delivery Time | Best For |
|---|---|---|---|
| Standard Shipping (DHL or FedEx) |
$12.95 | 10-15 business days after shipment | Competitive swimmers needing equipment for upcoming events |
| Free Shipping (EMS) |
FREE on orders over $50 | 15-25 business days after shipment | Budget-conscious swimmers planning ahead |
Returns & Exchanges Policy
Eligibility Requirements
| Requirement | Details |
|---|---|
| Timeframe | 15 days from delivery date |
| Condition | Unused, unworn with original tags attached |
| Packaging | Original packaging and all accessories included |
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned or exchanged once opened or used:
- Ear Plugs (if opened or used)
- Nose Clips (if opened or used)
- Electronics (if opened or used)
- Any products with removed hygiene seals
Return & Exchange Process
Step 1: Submit Your Request
Within 15 days of receiving your order, email us at [email protected] with the following information:
- Subject: Return/Exchange Request – Order #[Your Order Number]
- Body:
- Full Name
- Order Number
- Product(s) to Return/Exchange
- Reason for Return/Exchange
- Preferred Resolution: Refund / Exchange for [Product/Size]
- Contact Phone Number
Step 2: Receive Authorization & Instructions
Within 1-2 business days, we’ll email you:
- Return Authorization Number
- Shipping instructions and return address
- Return form to include with your package
Step 3: Ship Your Return
Package your items securely with:
- All original tags attached
- Original packaging and accessories
- Completed return form
- Return Authorization Number clearly visible
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
Step 4: Processing & Resolution
Once we receive and inspect your return:
- Exchanges: Processed within 3-5 business days
- Refunds: Processed within 5-7 business days
Refund Information
| Payment Method | Refund Processing Time | Refund Method |
|---|---|---|
| Credit/Debit Card (Visa, MasterCard, JCB) | 5-10 business days | Original payment method |
| PayPal | 3-5 business days | Original PayPal account |
Damaged or Defective Items
If you receive a damaged or defective product:
- Contact us within 48 hours of delivery
- Provide photos of the damage or defect
- We’ll arrange for a replacement at no additional cost
- Return shipping for defective items is covered by Aqua Shop
International Returns
For our global community of swimmers:
- Customs duties and international shipping costs for returns are the customer’s responsibility
- Return processing may take additional time for international shipments
- All returns must comply with our standard eligibility requirements
Need Assistance?
Our customer service team, experienced in serving the global swimming community, is here to help:
Email: [email protected]
Address: Aqua Shop, 2036 Byers Lane, Sacramento, US 95814
We typically respond within 1-2 business days and are committed to resolving any issues quickly, maintaining the trust we’ve built over 30 years in the swimming industry.