At Pannell Swim Shop, we’re dedicated to providing competitive swimmers, triathletes, and swim teams with high-performance gear and exceptional service. Our shipping and returns policies are designed to ensure you receive your equipment promptly and can train with confidence.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to accommodate your needs:

  • Standard Shipping ($12.95): Delivered via DHL or FedEx within 10-15 business days after processing
  • Free Shipping: Available for orders over $50, delivered via EMS within 15-25 business days after processing

Note: We currently ship worldwide, with the exception of some Asian countries and remote locations. International customers may be responsible for customs fees or import taxes.

Returns & Exchanges Policy

We stand behind our swim gear and want you to be completely satisfied with your purchase. If you need to return or exchange an item, please follow these guidelines:

Return Eligibility

  • Returns must be initiated within 15 days of receiving your order
  • Items must be unused, in original condition, with all tags attached and in original packaging
  • A copy of your order confirmation or receipt is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns or exchanges on:

  • Swim caps (hygiene reasons)
  • Electronics (once opened)
  • Personalized or custom-ordered team apparel

How to Return an Item

  1. Contact Us: Email [email protected] within 15 days with:
    • Your order number
    • Item(s) you wish to return
    • Reason for return
  2. Wait for Instructions: We’ll email return authorization and shipping instructions within 1 business day
  3. Ship Your Return: Package item securely with your order confirmation (we recommend trackable shipping)
  4. Processing: We inspect returns and process refunds/exchanges within 3-5 business days of receipt

Exchange Process

To exchange an item for a different size or style:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you want an exchange and specify the replacement item
  3. We’ll ship your new item once the return is processed

For price differences: If the exchange item costs more, we’ll contact you for payment. If it costs less, we’ll refund the difference.

Refund Information

  • Refunds are issued to your original payment method within 5-10 business days after we receive and process your return
  • Your bank or credit card company may take additional time to post the refund
  • Original shipping fees are non-refundable unless the return is due to our error
  • Customers are responsible for return shipping costs unless we made an error (wrong/defective item)

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and provide a prepaid return label if needed.

International Returns

For customers outside the United States:

  • You are responsible for any customs fees or taxes associated with the return
  • Refunds will be issued in USD and may be subject to currency exchange rates
  • Return shipping times may vary depending on your location

Swim Team Coordinators: If you’re processing bulk returns for your team, please contact us at [email protected] for special instructions.

Need Help?

Our customer service team is happy to assist with any questions about shipping or returns. Contact us at:

  • Email: [email protected]
  • Mail: Pannell Swim Shop, 1607 Cantebury Drive, New York, US 10036

Thank you for choosing Pannell Swim Shop for your competitive swimming and triathlon needs. We appreciate your business and are committed to your complete satisfaction!