Shipping policy
SHIPPING POLICY
Last updated: June 6, 2026
OVERVIEW
This Shipping Policy applies to orders placed through swimiva.com.
Swimiva is operated by CWTCHY CWTCHY LTD, trading as Swimiva. By placing an order with Swimiva, you agree to the terms of this Shipping Policy.
Our business details are:
CWTCHY CWTCHY LTD
Company Number: 07662263
Trading Name: Swimiva
Website: swimiva.com
Email: support@swimavi.com
Address: 56 York Place, Newport, WLS NP20 4GD, United Kingdom
PROCESSING TIME
All orders are processed within 1–3 business days, excluding weekends and public holidays.
Business days are Monday to Friday. Orders placed on weekends or public holidays will usually begin processing on the next business day.
During busy periods, promotional events, product launches, holidays, or peak seasons, processing times may take slightly longer. If there is a significant delay in processing your order, we will contact you by email.
Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information, where tracking is available.
SHIPPING DESTINATIONS
We ship to most countries worldwide, including the United States, United Kingdom, Canada, Australia, and countries across Europe.
Some locations may have limited shipping availability due to carrier restrictions, customs restrictions, product size, product type, or local delivery limitations.
If we are unable to ship to your location after your order is placed, we will contact you by email and issue a refund where necessary.
ESTIMATED DELIVERY TIMES
Delivery times are estimates only and may vary depending on your location, carrier availability, customs processing, weather, holidays, and peak shipping periods.
Estimated delivery times are:
United States: 5–10 business days
United Kingdom: 5–10 business days
Canada: 7–12 business days
Australia: 7–12 business days
Europe: 6–12 business days
Rest of the World: 8–15 business days
These delivery estimates begin after your order has been processed and shipped. Processing time is separate from shipping time.
Delays may occur due to customs processing, carrier delays, local postal delays, incorrect shipping information, weather conditions, holidays, or high-volume periods.
SHIPPING COSTS
Shipping costs are calculated and displayed at checkout before you complete your order.
Shipping costs may vary depending on the delivery destination, product size, product weight, carrier service, and any active promotions.
Free shipping may be offered during promotional periods. If free shipping is available for your order, it will be shown at checkout.
Shipping fees are non-refundable unless required by law or unless the return is due to an error on our side, a faulty item, or an incorrect item being sent.
TRACKING INFORMATION
Once your order has shipped, you will receive a confirmation email with tracking details, where tracking is available.
Please allow 24–72 hours for tracking information to update after your order has been shipped. Tracking updates may be delayed while the package is being scanned by the carrier.
If your tracking number does not update immediately, this does not always mean that your package is not moving. Some carriers may only update tracking once the parcel reaches a sorting facility or destination country.
CUSTOMS, DUTIES, AND TAXES
International orders may be subject to customs duties, taxes, VAT, import fees, brokerage fees, or other charges imposed by the destination country.
These charges are the responsibility of the customer and are not included in the product price or shipping cost unless clearly stated at checkout.
Swimiva is not responsible for customs duties, import taxes, or delays caused by customs authorities.
Customers are responsible for ensuring that the product can be legally imported into their country before placing an order.
INCORRECT OR INCOMPLETE ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully check your shipping address before placing your order. This includes your full name, street address, apartment or unit number, city, postcode or ZIP code, country, phone number, and email address.
Swimiva is not responsible for orders delayed, returned, lost, or delivered incorrectly due to an incomplete or incorrect address provided by the customer.
If you notice an error in your shipping address after placing an order, contact us immediately at support@swimavi.com.
We will try to update the address before the order ships, but we cannot guarantee changes once the order has been processed or dispatched.
ORDER CHANGES AND CANCELLATIONS
Orders can be changed or canceled within 12 hours of purchase, provided they have not already been processed, packed, or shipped.
To request an order change or cancellation, contact us as soon as possible at support@swimavi.com with your name, order number, and requested change.
Once an order has been shipped, we cannot cancel it. You may request a return after receiving the item, subject to our Return and Refund Policy.
MULTIPLE SHIPMENTS
Orders containing multiple items may be shipped separately to ensure faster delivery.
If your order is shipped in multiple packages, you may receive separate tracking numbers and delivery dates.
Receiving one item before another does not necessarily mean that part of your order is missing. The remaining items may still be in transit.
LOST OR DELAYED ORDERS
If your order is significantly delayed, please first check your tracking information and contact the shipping carrier for the latest delivery update.
If your order is marked as delivered but you have not received it, please check around your delivery location, mailbox, reception area, parcel locker, building office, neighbors, or local delivery office.
If you still cannot locate your package, contact us at support@swimavi.com within 7 days of the delivery notice.
When contacting us, include your full name, order number, shipping address, and any information from the carrier. We will review the issue and assist where possible.
FAILED DELIVERY ATTEMPTS
If a delivery attempt fails because no one is available to receive the package, the carrier may leave a notice, attempt redelivery, hold the package at a local facility, or return the package to sender.
Customers are responsible for following carrier instructions and collecting packages within the carrier’s required timeframe.
If a package is returned due to failed delivery attempts, refusal, incorrect address, or non-collection, additional shipping fees may apply for reshipment.
REFUSED PACKAGES
If you refuse delivery of a package without prior approval from Swimiva, the package may be returned to us or disposed of by the carrier.
Refunds for refused packages are not guaranteed and may be reduced by shipping fees, return costs, handling fees, or other costs charged by the carrier, except where prohibited by law.
If you no longer want your order, contact us at support@swimavi.com before refusing delivery.
DAMAGED PACKAGES
Please inspect your package when it arrives.
If your order arrives damaged, contact us at support@swimavi.com as soon as possible with your order number and clear photos or videos of the damaged packaging and product.
Do not throw away the packaging until your case has been reviewed, as the carrier may require photos or inspection.
We will review the issue and provide a suitable solution according to our Return and Refund Policy.
PRODUCT SIZE AND DELIVERY HANDLING
Some Swimiva products may be large, bulky, or heavier than standard parcels due to the nature of inflatable pool products and related accessories.
Delivery handling may vary by carrier and destination. Some carriers may leave larger packages at the safest accessible delivery point if direct handover is not possible.
Customers are responsible for ensuring that the delivery address is suitable for receiving larger parcels.
PRE-ORDERS AND BACKORDERED ITEMS
If a product is sold as a pre-order or backordered item, the estimated shipping date will be shown on the product page or communicated by email.
Pre-order and backorder delivery times are estimates and may change due to supplier timelines, freight movement, customs, carrier availability, or operational delays.
If there is a major delay with a pre-order or backordered item, we will contact you by email.
SHIPPING RESTRICTIONS
We reserve the right to refuse, cancel, or refund orders that cannot be shipped due to carrier restrictions, customs restrictions, address issues, payment risk, legal limitations, or product availability.
We do not ship to locations where delivery is restricted, unsafe, unavailable, or not supported by our carriers.
CONTACT INFORMATION
For shipping questions, order updates, or delivery support, contact us at:
CWTCHY CWTCHY LTD
Trading Name: Swimiva
Company Number: 07662263
Website: swimiva.com
Email: support@swimavi.com
Address: 56 York Place, Newport, WLS NP20 4GD, United Kingdom