Customer Service
[CLICK ON THE QUESTION TO SEE ITS ANSWER]
Shipping & Delivery Questions
- When will my order ship?
- When will I receive my order?
- How much will it cost to ship my order?
- Do you ship to APO/FPO addresses?
- Do you ship internationally?
- Who pays the added fees for international orders?
- Which carrier will you use to ship my order?
Each product page indicates an "Estimated Ship Date". If multiple items are purchased, you will be notified if items are shipped separately due to different warehouse locations. Shipping may take up to 3 business days based on item availability. Please allow up to 3 business day processing time in addition to shipping time.
If you selected standard shipping, you should receive your order within 4-5 business days. Please allow processing time ("Estimated Ship Date" on each product page) in addition to shipping time for delivery.
We offer FREE GROUND SHIPPING on U.S. orders over $100. Otherwise, shipping charges depend on where you live. Just enter your shipping zip code into the calculator in shopping cart after adding an item to see the total shipping charges.
Yes, we ship to APO/FPO addresses.
Yes, we ship to most of the countries worldwide. Please allow 2-3 days for order processing for international orders.
Customer is responsible for all tariffs, VAT charges, customs fees, brokerage fees, etc. relating to the order.
We generally use USPS, UPS, or FedEx based on your location and best shipping service available.
Existing Orders
- How do I check the status of my order?
- How do I cancel my order?
You may check the status of your order with the order tracking link provided in the order confirmation email. Or, you may email us your order number (begins with "SWA" and we will happily give you an update.
You must send your cancellation request within 3 hours to cancel your order before it is processed. If order is shipped prior to cancellation notice, please follow the return policy procedure.
Exchanges & Refunds
- Can I exchange my order?
- What is the fastest way to exchange my order?
- Can I return my order for a refund?
- What items are not returnable?
Of course! Please request an exchange by email within 14 calendar days from day of delivery. The item must not be used, worn, or altered. Every exchanged item must be in re-sellable condition including all of the packaging materials, images, tags like original. There is no restocking fee for exchanges. A credit of item value minus shipping costs incurred will be refunded at the time of receipt and inspection of the item regardless of shipping promotions. All sale and clearance items are final sale. The same item must be available to be eligible for exchange. The following items cannot be exchanged/returned due to hygienic reasons: thongs, panties, bras, bedroom costumes, and jewelry.
Costume orders between October 13th and November 1st are not eligible for return or exchange.
International orders are not eligible for return or exchange.
The fastest way to exchange an item is to email us your exchange request. Based on the exchange policy above, we will advise you to place a new order and give instructions on returning the initial order. Please note that all unauthorized returns will be rejected.
Yes, you may return your order for a refund. Please submit your request by email within 14 calendar days from delivery date. All returns are subject to 15% restocking fee. A refund of order value minus 15% restock and shipping costs incurred will be refunded upon receipt and inspection of the item. All sales and clearance items are final sale. Email us to receive a return authorization number for your return. All returns, whether for an exchange or refund, must be accompanied by a return authorization number. Please ensure your return is postmarked within 3 business days of receiving your return authorization number. Unauthorized returns will be rejected.
Costume orders between October 14th and November 1st are not eligible for return or exchange.
International orders are not eligible for return or exchange.
The following items cannot be returned due to hygienic reasons:
thongs, panties, bras, bedroom costumes, and jewelry.
All sales and clearance items are final sale and are not eligible for return or exchange. The following items cannot be exchanged/returned due to hygienic reasons: thongs, panties, bras, bedroom costumes, and jewelry.
Ordering From Us
- What payment methods do you accept?
- Is my credit card safe?
- Do you charge sales tax?
We happily accept Visa, MasterCard, Discover, American Express, PayPal, money orders, cashier's checks, and business checks.
Yes. All credit card transactions are encrypted to industry standards by our payment processor.
Only orders shipping to California are subject to sales tax.
Privacy & Security
- Is my information secure with your company?
Yes, your information is secure with our company. We DO NOT sell or transfer your information to any third party.
Contact Us
- Was your question not answered? Send us an email and we will reply promptly within same business day during normal business hours of Monday - Saturday, 9am - 9pm PST.
