Welcome to Pannell Swim Shop’s FAQ section! We’re committed to providing competitive swimmers, triathletes, and swim teams with high-performance gear and exceptional service. Below you’ll find answers to our most common questions about products, shipping, payments, and more.

About Our Products

What types of swim gear do you offer?
We specialize in performance swimwear and equipment for competitive athletes and teams. Our product range includes:
  • Competition swimwear and apparel
  • Swim caps (including custom team caps)
  • Training equipment (pull buoys, paddles, fins)
  • Swim bags and accessories
  • Electronics for swim training
  • Team gear for clubs like Adair County Swim Team, BGHS Swim Team, and East Bay Aquatics
Do you offer custom team orders?
Yes! We work with swim teams of all sizes to provide custom gear including team suits, caps, and apparel. Our team specialists can help coordinate bulk orders with team logos and colors. Contact us at [email protected] for team order inquiries.
How do I know what size to order?
Each product page includes detailed size charts. For competition suits, we recommend checking the manufacturer’s sizing guide as performance suits often run smaller than regular swimwear. If you need assistance, our customer service team can help you find the right fit.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account allows you to track orders, save your information for faster checkout, and view order history.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password. If you don’t see the email, please check your spam folder.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.

Shipping & Delivery

Important: Our standard shipping is recommended for time-sensitive orders like competition gear, while free shipping is ideal for bulk team orders or off-season purchases.
What shipping options do you offer?
We offer two shipping methods:
  1. Standard Shipping ($12.95 flat rate)
    • Carriers: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
    • Best for competition gear or urgent needs
  2. Free Shipping (orders over $50)
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch
    • Best for team orders or non-urgent purchases
How long does order processing take?
All orders undergo 1-2 business days of careful processing, with team orders receiving special attention. You’ll receive a dispatch notification with tracking information once your order leaves our New York facility.
Do you ship internationally?
Yes, we ship worldwide except to select Asian countries and some remote areas. Our carriers have extensive global networks to deliver your swim gear efficiently.
My team needs gear before our competition. Can you expedite shipping?
For urgent team orders (like BGHS Swim Team or East Bay Aquatics), we offer expedited processing. Please contact our team specialists at [email protected] as soon as possible to discuss custom solutions.

Payments & Pricing

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information. You can also choose to pay through PayPal for an additional layer of security.
Do you offer discounts for team orders?
We provide special pricing for bulk team purchases. Please contact our team specialists at [email protected] with your team’s needs and we’ll prepare a customized quote.

Returns & Exchanges

What is your return policy?
We offer easy returns within 15 days of receipt for a full refund or exchange. Items must be unused, in original condition with tags attached. Swimwear must be tried on over undergarments for hygiene reasons.
How do I initiate a return?
Please email [email protected] with your order number and reason for return. We’ll provide return instructions and a return authorization number. Returns without authorization may experience delays in processing.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method.
How long does it take to process a refund?
Once we receive your return, please allow 3-5 business days for inspection and processing. Refunds will be issued to your original payment method. Processing times at financial institutions may vary.
Need more help? Our customer service team is ready to assist competitive swimmers, triathletes, and coaches with any questions. Email us at [email protected] and we’ll respond within 24 hours.

Pannell Swim Shop
Engineered for the Water, Delivered to Your Door
1607 Cantebury Drive, New York, US 10036