F.A.Q.

If none of these answer your question, please send us an email to info@swamphy.com so that we can be of assistance! If your order has been placed on Etsy, please contact us there!

We ask you to please allow 24 – 48 hours to receive a response, excluding weekends and major holidays.

Shipping & Handling

Estimated Delivery

Please note that these are estimated times of arrival from date of dispatch, and delivery dates differ from whether the customer chooses Standard (no tracking) or Tracked Shipping.

STANDARD SHIPPING (NO TRACKING)

★ Domestic (Portugal) = 2 – 4 business days
★ Europe = 5 – 10 business days
★ International = 10 – 15 business days(*)

TRACKED SHIPPING

★ Domestic (Portugal) = 1 – 3 business days
★ Europe = 3 – 5 business days
★ International = 5 – 10 business days(*)

(*) Mexico, any Central/South American country, Africa and Russia can take longer than a month before their orders arrive, although this does not happen frequently. Please keep this in mind if you reside in any of those countries and order one of my products!

Shipping, Processing & Handling

Orders are typically processed and shipped within 1-3 business days after payment unless stated otherwise (via social media and on the front page of the shop). This is also subject to change when caused by circumstances that causes delay outside of my control, such as real life emergencies and holidays, amongst others.

As the shop is managed by just one person, all orders are processed and packaged by just one pair of hands. Shipping prices also include handling costs, such as mailing and packaging supplies, transportation costs to the post office, etc.

It is the customer’s responsibility to ensure that their shipping address is correct, as I am unable to alter your order once it has been dispatched! Please double-check your details and information before placing your order.

Tracking Information

All orders are sent out using CTT (Correios de Portugal).

If Standard Delivery is chosen, you understand and are aware that your order has no tracking information and that I cannot be held responsible if it gets lost during transit nor confirm its current location due to the nature of this delivery method.

Please note that tracking information can have a delay or stop updating when they cross some countries’ borders.

 

Orders & Order Troubleshooting

Order Packaging & Combinations

Depending on the volume of your order and/or the products purchased, it’ll be sent in one of the following ways:

  • Small to medium orders will be sent in bubble mailers.
  • Large orders will be sent in postal-sized cardboard boxes with bubble wrap for protection.
If you placed two or more orders and would like to combine them in a single order, please send me an email within 1 business day after purchase to info@swamphy.com providing the order #’s you want to combine. Otherwise, your orders will get dispatched separately.
Refund Policy & Order Cancellations

Refunds are only given upon cancellation of an order. Once an order has been dispatched, we do not accept refunds unless your order has been damaged in transit.

Upon purchasing, you have 1 business day to cancel your order, since orders are processed and packaged a day after they’re placed.

If an order has been purchased with Standard Shipping, we do not accept refunds due to the nature of the shipping method, as it provides no tracking number.

For orders lost in transit or orders that have been returned to sender, please refer to this section of the page.

Pre-order Items

By purchasing a pre-order item, you agree and understand that you’ve paid for an item that has not yet been manufactured and is being sold with the intent to observe if there is enough interest for the product to be made and obtain funds to put it into production, or acts as an early sale on an item that is already in the process of being made, but has not yet been received by us from our manufacturer.

They usually take roughly 3 – 5 weeks, and an additional week or so is needed in order to process and fulfill your pre-ordered item.

Please note that manufacturing can be a tricky process as delays are possible in either production, shipment, due to holidays or quality dissatisfaction to which I request the items to be remade. We kindly ask you to be patient in case this happens and to keep an eye on our social media for updates!

If you purchase an item of pre-order status alongside an in-stock product, then your order will be put on hold so that we can combine it with your pre-ordered item to save on shipping costs. We kindly ask you to keep this in mind when ordering!

Missing Orders & Returned to Sender

We ask you to please wait a full month before suspecting your order has gone missing in transit.

In the event that your order hasn’t arrived by then, please refer to the following before coming in contact:

  • Contact and inquire at your local post office.

  • Ask neighbors, friends, or family members if they picked up your order for you.

  • Thoroughly check your vicinity – your property’s surroundings, gardens/yards, bushes, etc., even places you’d never think of.

Please note that once orders have been shipped out, it falls entirely on the shipping company/services for further handling your package, as the responsibility is now shifted to them. Please thoroughly inquire at your post office as they are your best possible source, especially if you have a tracking number!

In the case that your order has returned back to us – the sender – due to an error or mistake we did not make (e.g. incorrect shipping address, package has been refused or hasn’t been picked up within the post office’s allotted timeframe, et alia), you’ll be contacted and asked to select one of the following options:

  • Have your order re-shipped to you – you’ll be asked to provide a correct and reliable address and pay the original shipment costs again.

  • Request a partial refund – you’ll get a partial refund of the product minus shipment costs and a 20% restocking fee.

 

Damaged Items & Incorrect upon Arrival

If your item arrived damaged, please send an email to info@swamphy.com or use our Contact Form with your name, order number, clear photos and/or videos so that I can be of assistance.

In case your item is unable to be delivered due to an incorrect address, please contact us with the same information provided above. You’ll be asked to give the correct address as well as being asked to pay the shipping fee a second time.

Customs & Value Declaration

We put value and importance in honesty in filling customs forms. Falsifying and/or lying so that the customer doesn’t have to face and pay their country’s customs & importation fees is a felony.

Customers are responsible for any custom fees, duties, import taxes and other fees and taxes that may apply. I will not be held responsible for any delays caused by those circumstances. Please note that we will not refund any shipping costs & handling fees if you deny your package due to customs fees! 

Please refer to this section of the page for what happens if your package is sent back.

Returns & Exchanges

All sales are final – returns and exchanges are unavailable. Please carefully read the product descriptions and grading guide before purchasing, as well as the Order Troubleshooting section!

By purchasing from SWAMPHY, you understand and agree to these conditions. Thank you.

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