How do you ship packages?
- The majority of our products (>90%) are shipped from our warehouse in China. These are shipped through EMS & USPS.
- Some products (mainly T-shirts) are shipped from our warehouse in the USA. These are shipped through USPS.
- For logistical reasons, items in the same purchase will sometimes be sent in separate packages and therefore could be delivered at different moments.
Where do you ship?
Currently we only ship to customers within the following countries:
- Great Brittain
- The Netherlands
Please note that some remote US territories are excluded since we cannot guarantee an acceptable shipping time from our China warehouse.
Remote territories that we currently do not serve are:
- Armed Forces Americas
- Armed Forces Europe
- Armed Forces Pacific
- American Samoa
- Federated States of Micronesia
- Marshall Islands
- Northern Mariana Islands
- Puerto Rico
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country. However, our experience so far has been that no packages incur any custom fees.
How long does shipping take?
Shipping time varies by product. You can find the shipping times per product in the table below. Please note:
- The shipping times exclude 2-5 days or processing time.
- 95% of our shipments are delivered within the Estimated Shipping Time. However sometimes there is a hick-up in the logistics. We therefore guarantee a shipping time in the Guaranteed Shipping Time column.
|Product||Estimated Shipping Time*||Guaranteed Shipping Time*|
|Wetsuits, Body Suits, Accessories||12-20 days||45 days|
|T-shirts and Hoodies||5-8 US business days||10 US business days|
For certain products and countries we can supply expedited shipping via DHL with a shipment time of 6-13 days*. Please check the shipment options during checkout for expedited shipping.
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email with tracking information once your order ships. You can also visit our tracking page for information about your order: http://track.waiwaiwetsuits.com
My tracking says “no information available at the moment”. What is going on?
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.
Can I cancel my order?
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Can get a refund?
- If you did not receive the product within the guaranteed shipping time (see table above) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused. Also in this case initial shipping costs will not be refunded.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of WAIWAI wetsuits (i.e. not cleared by customs, delayed by a natural disaster).
How does the return / refund process work?
- You can submit refund requests within 15 days after delivery of the product. If your product was not delivered within the Guaranteed Shipping Time, you can request a refund within 15 days after the Guaranteed Shipping Time.
- You can submit a refund request by entering your email address and order number here: http://returns.waiwaiwetsuits.com/
- Never return a product on your own initiative before contacting us, since we then cannot guarantee that it will be processed correctly.
- Never send the product back to the address on the shipment label of the package that you received, since we then cannot guarantee that it will be processed correctly.
- The product has to be unused, clean and in original packaging to be eligible for a refund. If you don't have the original shipment packaging, then please use a sturdy box to avoid possible damages during shipment.
- When your item is returned we will inspect it for cleanliness and damages within 48 hours.
- If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 10 business days after receiving the returned product.
Can I exchange my product?
If for any reason you would like to exchange your product, perhaps for a different size in clothing, you can request a return.
You can submit return requests within 5 days after delivery of your product by sending a message on the "Message Us" button on any page of the website.
- We will refund you the price of the original item that you returned.
- We will however not refund any initial shipping cost.
- The returned item has to be unused and in the original packaging
- Shipment cost for the return are at your expense.
Please do not send your purchase back to us unless we authorise you to do so.
If you have any other questions, please contact us through the "Message Us" button on any page of the website.