FAQ
Order & Shipping
1
How soon do you ship after an order?
- Orders placed before 4:00 PM (EST) on business days will be shipped within 2 business days.
- Orders placed on weekends or public holidays will be processed on the next business day.
2
How long will it take to receive the product?
- Standard areas: 1–2 business days
- Remote areas: 3–5 business days
3
Where can you track your order?
Within one hour of shipment, we will send a shipping confirmation email and SMS with the tracking number.
You can track your package in real-time through the following methods:
- Log in to "My Account" to view your order status.
- Alternatively, you can check the shipping information via the "Helper Center" → "Track My Order" section in the SwancodeLife website menu.
4
Where do you support shipping to?
We currently ship to the United States (including Alaska, Hawaii, U.S. territories, APO/FPO, and remote postal codes), as well as Canada, Australia, New Zealand, the United Kingdom, Norway, Switzerland, and EU countries.
5
What should you do if your shipment is delayed or lost?
- If there is no tracking update within 5 days after the estimated delivery date, please contact our customer service team at service@swancode.net.
- We will respond within 24 hours and assist with an investigation or reshipment as needed.
6
Why is the order shipped in multiple packages?
- Orders containing in-stock and pre-order items will be shipped separately by default.
- Pre-order items will be dispatched within 24 hours after arriving at our warehouse, at no additional cost.
Returns & Warranty
1
How long is the warranty period?
Warranty Period: 1 year (365 days).
2
What does the warranty cover?
Functional defects not caused by misuse or user damage.
3
What solutions are available under warranty?
Free replacement or return. All round-trip shipping costs will be covered by Swancode.
4
What is the process for warranty service?
- Contact customer service
- Provide order number and photos / videos showing the issue
- Once approved, a replacement item or return shipping label will be issued within 48 hours.
Returns & Exchange
1
How can products be returned?
- If you are not completely satisfied with your purchase, you may request a return and refund within 30 calendar days from the date of delivery.
- We only accept returns for products purchased directly from the Swancode official website.
Products purchased from other retailers must follow the return policies of the respective seller. - Refunds will be issued after we receive and inspect the returned item(s).
Please note that Swancode does not cover return shipping costs. - Before returning any product, please contact the Swancode Customer Support Team for assistance.
Returns without a valid order number will not be processed. - Return Conditions:
- Items must be unused, undamaged, and in brand-new condition, with original packaging, tags, and all accessories included.
- Used, worn, stained, or damaged items are not eligible for return.
- Swancode is not responsible for items lost or damaged during return shipping.
- Once the return is received and inspected, refunds will be initiated within 7-10 business days, and a confirmation email will be sent to the email address associated with the order.
- Promotional bundles and gift sets cannot be partially returned; all items must be returned together to qualify for a refund.
Please clearly mark “Return” on the package and include the original proof of purchase and/or your Swancode order number inside the return package.
2
How can products be exchanged?
- If the product you received is defective or damaged during transit, you may contact the Swancode Customer Support Team to request an exchange within 30 calendar days from the date of delivery.
- We only offer exchanges for products purchased directly from the Swancode official website. Products purchased from other retailers must follow the exchange policies of the original seller.
- Before requesting an exchange, please contact the Swancode Customer Support Team and provide your order number along with photos or videos clearly showing the issue. Once approved, we will provide detailed exchange instructions.
- Exchange Conditions:
- Products must include the original packaging, tags, and all accessories.
- Exchanges are only available for issues caused by manufacturing defects or shipping damage, not misuse or accidental damage.
- Packages returned without prior authorization may be refused.
- If the exchange is confirmed to be due to a product defect or shipping damage, Swancode may cover the return shipping costs.
- Replacement items will be shipped after the returned product is received and inspected.
Swancode reserves the right to make the final decision on all exchange requests.
Tax
1
About Tax Exemption
- All prices displayed on our website include U.S. sales tax. No additional taxes will be charged at checkout.
- Applicable tax rates are calculated in real time based on the shipping address. Any difference in tax amounts will be covered by our store, ensuring that the amount you pay at checkout is the final amouont.
- We are responsible for declaring and remitting all applicable taxes.
Customers are not required to file separate tax declarations or provide tax exemption certificates. - If you choose to use a third-party forwarding service or ship to a third country, any subsequent customs duties, VAT, or import taxes incurred will be the responsibility of the customer.