At Velocity Swim Co, we’re dedicated to getting high-performance swim gear into the hands of competitive swimmers, triathletes, and water sports enthusiasts worldwide. We understand the importance of reliable equipment and a seamless purchasing experience. Our Shipping and Returns policies are designed with your satisfaction and safety in mind.

Shipping Information

We are proud to ship our performance-driven products globally (excluding some remote locations and parts of Asia). Please see below for our detailed shipping options and timelines.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with your tracking number once your order is on its way.

Shipping Methods, Costs & Delivery Times

We offer two reliable shipping methods to suit your needs:

  1. Standard Shipping (Courier: DHL or FedEx)
    • Cost: $12.95 AUD
    • Estimated Delivery: 10-15 business days after dispatch.
    • Ideal for faster, tracked delivery.
  2. Free Shipping (Courier: EMS)
    • Cost: FREE on all orders over $50 AUD.
    • Estimated Delivery: 15-25 business days after dispatch.
    • A cost-effective solution for larger orders.

Please note: These are estimated transit times. Delivery may occasionally be affected by factors outside our control, such as customs processing or seasonal delays.

Returns & Exchanges Policy

We stand behind the quality of our gear. If you are not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within a specified period.

Quick Overview

  • Returns and exchanges are accepted within 15 days of the delivery date.
  • Items must be unworn, unwashed, and in their original packaging with all tags attached.
  • A proof of purchase (order number) is required.
  • For hygiene and safety, some products are non-returnable (see details below).

⚠️ Non-Returnable Items

To protect all our customers and maintain the highest hygiene standards for products that come in close contact with the body, we cannot accept returns or exchanges on the following items:

  • All Swimming Goggles: AIR JUNIOR, AIR-BOLD SWIPE, AIR-SOFT, AIR-SPEED, COBRA CORE SWIPE, COBRA TRI SWIPE MIRROR, COBRA ULTRA SWIPE.
  • Adult Swimming Caps
  • Any Worn Swimwear: This includes Boys Racing Swimwear, Boys Training Swimwear, and Girl’s Training Swimwear.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and details about the product.
  2. Get Authorization: Our team will review your request and, if eligible, email you a Return Authorization (RA) Number and further instructions.
  3. Package Securely: Place the item securely in its original packaging, include all tags and a copy of your receipt/order confirmation. Please include the completed returns form (use the template below).
  4. Ship the Package: Ship the package to the address provided by our team. You are responsible for the cost of return shipping. We highly recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

Return Shipping Address

Once your return is approved, please ship your item to:

Velocity Swim Co Returns
54 Seninis Road
SOUTH TOWNSVILLE, AU 4810
Australia

Refund Processing

Once we receive and inspect your returned item:

  • We will process your refund within 3-5 business days.
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account.

Please note: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer.

Exchanges

For a different size or color, we recommend returning the original item for a refund and placing a new order. This is the fastest way to ensure you receive the correct product.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at [email protected] with your order number and photos of the issue. We will arrange a replacement or refund and provide a prepaid shipping label.

Return Authorization Request Template

Copy and paste the template below into an email to [email protected]:

Subject: Return Authorization Request – Order #[Your Order Number]
Dear Velocity Swim Co Customer Service Team,

I would like to request a return/exchange for my recent purchase.

Order Number: [Your Order Number] Product Name: [Product Name] Product Code/SKU: [If available] Reason for Return: [e.g., wrong size, changed mind, etc.]
I confirm that the item is unworn, unwashed, and in its original packaging with tags attached.

Please provide me with a Return Authorization Number and further instructions.

Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number (optional)]

International Returns

For our international customers:

  • You are responsible for any customs duties or taxes incurred when returning items.
  • We recommend marking the package as “Returned Goods” to potentially reduce customs fees.
  • Refunds will be issued in Australian Dollars (AUD) using the exchange rate at the time of the refund.

Questions?

If you have any questions about our Shipping or Returns policies, please contact our friendly customer service team at [email protected]. We’re here to help you get the most from your gear!