Contact Us
For any return, refund, or order-related concerns, please contact us at support@sweltersurf.com. To help us process your request efficiently, please include:
- Your order number
- Photos or videos of the issue (if applicable)
- A brief description of the problem
Return & Refund Request Timeframe
Customers may request a return or refund within 180 days after the order has been delivered. However, for issues related to:
- Misprinted items
- Damaged products
- Defective items
- Lost packages
Claims should ideally be submitted within 7 days of delivery to allow for faster investigation and resolution.
Return Process
Once your request has been reviewed and approved, our customer service team will provide the correct return address and return instructions. Please note:
- Returns sent without prior approval may not be accepted.
- Tapstitch does not accept unauthorized returns.
We aim to review and process requests within 7 business days.
Conditions for Returned Items
Unless the item is defective or incorrectly produced, returned items must meet the following conditions:
- Unused
- Unworn
- Unwashed
- In original condition
Tapstitch does not accept items that are:
- Worn
- Stained
- Damaged due to misuse
- Altered after delivery
Customers are responsible for return shipping costs. We do not provide Freight-To-Collect (FTC) return services.
Refunds
If your refund request is approved:
- Refunds will be issued to the original payment method used for the purchase
- Refunds will be processed in the original purchase currency
Please note that processing times may vary depending on your payment provider.
Non-Returnable Items
The following items are not eligible for return or refund unless there is a manufacturing defect or fulfillment error:
- Boxer shorts, swimsuits, and socks (for hygiene reasons)
- Sample items
- Deliberately damaged items
- Items returned beyond the 180-day return window
- Orders delayed due to incorrect information provided by the customer, including but not limited to:
- Incorrect shipping address
- Incorrect phone number
- Customer-requested design or order modifications
Delayed Shipment Compensation Policy
Orders and Delivery
We aim to complete production for orders within 3–7 business days, with shipment arranged no later than the 8th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 7th business day, customers may be eligible for compensation of up to 10% of the original product value.
Lost Packages
For packages confirmed as lost in transit, claims should be submitted within 7 days after the estimated delivery date. Our support team will work with the logistics provider to investigate and provide a resolution.
Still need help? We’re here. Reach out to the Swelter team and we’ll help get you pointed in the right direction. support@sweltersurf.com