Need to return an item or order? We’re here to help make the process as simple and seamless as possible! Below you’ll find everything you need to know about our return options, approval process, and packaging requirements.
1. Return Eligibility & Shipping Options
Return shipping procedures depend on the reason for your request:
Option A: Returns Due to Change of Mind or Customer Order Error
If you ordered the wrong size, wrong item, or no longer need the product, return shipping costs are the customer's responsibility. Once authorized, you can choose between two return shipping methods:
• SwagUp Dashboard Credit: We can issue a UPS return label and deduct the carrier cost directly from your SwagUp Dashboard Credit balance.
• Self-Arranged Shipping: You may purchase a shipping label through your preferred carrier (UPS, FedEx, USPS) once you receive authorization and warehouse routing details from our support team.
💡 Important Advisory on Low-Value Items
Standard domestic return shipping via UPS Ground generally costs between $9 and $18. If the total value of the item you are returning is close to or less than this amount, paying for return shipping may not make financial sense. In these cases, we strongly recommend keeping or donating the item to avoid out-of-pocket shipping fees.
Option B: Returns Due to a SwagUp Fulfillment Error
If you received an incorrect item, missing item, or incorrect quantity due to an error on our end, SwagUp will fully cover 100% of the return shipping costs. Our Support Team will provide you with a prepaid UPS return label upon approval.
2. Receiving Address & Return Instructions
Once your return request is approved, our Support Team will send you complete step-by-step instructions along with the designated destination shipping address and details specific to your order.
⚠️ Important Notice: Unauthorized Returns
Please do not send packages to any SwagUp facility prior to receiving formal approval and routing instructions from our support team. Packages delivered without an approved return authorization cannot be processed or credited.
3. How to Prepare & Pack Your Return
Once your return is approved, please follow these four steps to ensure swift warehouse receiving:
Step 1: Include the Required In-Box Note
Place a printed or clearly handwritten note inside the box right on top of the returned item(s) containing:
• Your Full Name
• Your Email Address
• Original Order Number (DIROR-XXXXX)
Step 2: Packaging Guidelines
• Outer Packaging: Use a sturdy corrugated cardboard box.
• Reusing Boxes: If reusing the original shipping box, completely remove or cross out all old shipping labels and barcodes with a dark permanent marker.
• Sealing: Securely seal all package seams using heavy-duty packing tape.
Step 3: Attach the Shipping Label
• Print your provided or self-purchased label clearly.
• Affix it flat to the top of the box without covering box seams or folding barcodes over edges.
Step 4: Drop Off Your Package
• Drop off your box at an official carrier location or authorized drop-off point.
• Always obtain a drop-off receipt and tracking confirmation for your records.