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RETURNS, REFUNDS AND SHIPPING



GENERAL REFUNDS AND RETURNS POLICY TERMS

We want you and your swag recipients to have the best swag experience. We
strongly recommend you and your swag recipients inspect all items upon receipt.
If there is an issue with your swag, we want to make it right. All requests for
a refund or credit must be submitted to our Customer Experience Team within 14
days of any recipient’s receipt of swag. Refund or credit requests should be
submitted to care@swagup.com by email or via chat on our website. Refund
requests will be subject to a 10 day review period.

Our current estimated production lead time is 3-4 weeks but may vary due to a
variety of factors (including but not limited to weather, natural disasters,
strikes, lock-outs, labor shortages, transportation issues, shipping issues and
pandemics). Orders exceeding 500 units may be subject to longer lead times. We
are able to request RUSH production on select products for a fee and reduce the
timeline by approximately 5 business days. RUSH production is not applicable to
any fully custom knit product, Yeti products and any item that ships from non-US
suppliers.

Although we are able to take requests for in-hands dates, we aren’t always able
to execute all items in an order by the date requested. To that end, we do not
guarantee in-hands dates and will not be able to refund orders for missing a
requested date.

Due to the custom nature of our product offering, once your order has been
approved for production, we are unable to cancel the order and fully refund or
credit it.


PRODUCT SATISFACTION

Upon our review of your refund request, we will either replace the items, if
possible, or issue a credit or refund for such items on all reasonable and valid
claims.

Decoration and imprint method results may vary compared to the mock-ups that
were approved. Mockups are meant to be a digitized visual representation of the
final product but are by no means the exact results of the final product. As
such, any request for a refund will be assessed for accuracy against the
approved mock-ups and brand colors submitted and approved or denied based on
what is reasonably achievable within each imprint or decoration method. Errors
that are uncommon but are eligible for a refund, account credit or replacement
items are as follows:

 * Items are printed or decorated with the wrong colors entirely or more than a
   2 shade difference in color
 * Incorrect font(s) used
 * Incorrect imprint or decoration method used
 * Logo or decoration size varies by +/- 0.5” (only applicable to specific logo
   size requested by customer)
 * Base product color is incorrect or was misrepresented in digital imagery
 * Logo or decoration placement varies compared to approved location
 * Items arrived with product quality defects: dents, significant scratches
   and/or tears in apparel items


DAMAGED ITEMS

‍If you discover broken and/or damaged items, please provide photos of the
damaged or broken products. Upon review, we will either replace the damaged
products, if possible, or issue a credit or refund.

Please note that SwagUp is not responsible for how an item is cared for once in
the hands of a recipient. Below are some basic guidelines for a few of our
items:

 * All drink ware is suggested to be hand washed only regardless of imprint
   method.
 * Apparel items that have a heat transfer or screen print application should be
   washed inside out in cold water and laid flat to dry.

SwagUp is not responsible for any decorations that are damaged due to improper
care of items and therefore is unable to offer any refunds, credits or
replacement items due to an issue of this sort.

To be eligible for a full refund or credit, certain items must be returned to
us. If merchandise is already in hand of multiple recipients and you do not feel
it would be a good experience for them to send their swag back to us, we will
provide a 50% refund for the purchase price of the affected items in the form of
shipping credits, a credit on a future order or return the funds to your
original form of payment.

If the items are received in bulk and can be returned easily SwagUp will provide
a return shipping label in order to send back the items. Once we receive your
qualifying return and approve your refund or credit, you will be able to choose
whether to receive a credit or refund of your payment.


‍NOTICE REGARDING CERAMIC MUGS:

‍Please note that ceramic mugs are not covered by this policy due to their
higher risk of breakage. While we can ship ceramic mugs for you if you wish to
include them in your swag projects, we recommend going with alternative mug
options that are known to be more durable in the shipping process. Proceeding
with a ceramic mug order is an assumption of risk that will exclude the order
from replacement and refunding or crediting if received damaged or broken. If
you do order ceramic mugs, we suggest purchasing extra units in case
replacements are needed.


‍ITEMS NOT TRUE TO SIZE

‍Prior to placing your order, our Swag Experts can help you with sizing for all
products available in the catalog and recommend the best options based on
desired fit preferences.  We strongly recommend confirming sizing for specific
products before ordering.  If you discover the items you ordered are not true to
size as advertised, please notify us. Upon review, we will either replace the
items with corrected sizing, if available, or recommend alternative products.
 In either case, the original items must be returned undamaged and unused.

SwagUp does not provide exchanges of merchandise. Sizing across apparel can vary
and comes in unisex, men’s and women’s sizing. It’s important to confirm which
style you are purchasing. Once a recipient chooses a size and they have received
their item(s), we are unable to exchange the item for another size.


PERISHABLE ITEMS

SwagUp does not recommend storing food items in our warehouse. While we do offer
food, beverages, and even plants, these items have a shelf life and should be
sent out to recipients within 2 weeks of entering our warehouse. We are unable
to compensate for any perishable items that have a ‘best by’ date or expiration
date that has lapsed if the item was stored for longer than 2 weeks.


MISSING ITEMS IN SWAG PACKS

‍Please confirm with your swag recipients that all the swag items were properly
received. If you find that there are missing items in any of the packs, we will
either replace the missing items, if possible, or issue a refund or credit in
the amount of the missing items.


NOTICE REGARDING 3RD PARTY ITEMS

‍Please note that while SwagUp may allow customers to use the SwagUp Platform to
store, manage and ship third party items that are not otherwise offered by
SwagUp, SwagUp cannot guarantee the quality of such items. As a result, we are
not responsible for such third party items in the event that they break, are
lost during shipment or become damaged during shipping or otherwise, and such
third party items are expressly excluded from this policy. Additionally, SwagUp,
in its sole discretion, has the right to accept or reject any third party items
for any reason. SwagUp will promptly notify you if it rejects any third-party
items. If an item is lost in transit due to incorrect information, SwagUp will
not refund or credit the 3rd party charge. If an item is lost in transit due to
carrier error, SwagUp will refund the 3rd party charge.

Additional information on shipping 3rd party items can be found in our SwagUp
Shipping Policy below.

‍SwagUp Shipping Policy


‍

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