1. Order Issue Resolution & Refund Claims
Claim Timeline & Process:
• Claim Window: All requests for credits or refunds must be submitted within 14 days of the swag being received by the recipient.
• Submission Channels: Email care@swagup.com or open a live chat directly on the SwagUp Dashboard.
• Review Process: All submitted claims undergo a standard 10-day review period before formal resolution.
Issue Resolution Matrix:
Issue Type | Requirement / Policy | Resolution Options |
Damaged / Defective Items | Provide clear photos of damaged items and outer shipping box. | Direct replacement or full credit/refund upon review. |
Missing Items in Packs | Confirm missing items across recipient shipments. | Replacement or refund/credit equal to missing item value. |
Artwork Variance | Assessed against approved digitized mockups and brand colors within decoration limits. | Replacement or credit if variance falls outside reasonable decoration limits. |
Distributed Items (No Return) | If items are already with recipients and cannot be easily returned. | 50% refund issued as shipping credits, future order credit, or original payment. |
Bulk Returnable Items | Bulk items that can easily be shipped back. | SwagUp provides a return label; 100% refund/credit upon warehouse receipt. |
2. Unused Swag Credits & Swag Card Balances
No Cash-Out Policy: Per SwagUp Membership Terms, stored balances on Swag Cards or prepaid Swag Credits cannot be cashed out or refunded back to credit cards or bank accounts.
• Balance Usage: Credits earn points immediately upon placement and are designed for ongoing fulfillment, storage, and automated shipping charges.
• Exceptional Cases: If you have exceptional circumstances regarding an unused balance, contact the Customer Success team via live chat for manual review.
3. Non-Refundable Exceptions & Guidelines
• In-Hands / Delivery Dates: Target delivery dates are handled on a best-efforts basis; missing a requested in-hands date does not qualify for an order refund.
• Orders in Production: Once artwork proofs are formally approved and production begins, custom orders cannot be canceled or refunded.
• Apparel Exchanges: SwagUp does not process size exchanges once items are produced and delivered to recipients.