Shipping & Return Information

Order Processing

​Please note that the ETA's listed on ​pre-order items are only estimates and may be subject to change by the manufacturer. Please consider purchasing items that are currently in stock and ready to ship if you have a business deadline to meet or any other deadline (such as if the item is intended to be given as a gift) as we cannot guarantee delivery by the stated ETA.

If you are a tax exempt customer, please let us know before placing an order.

Once your order has shipped an email with tracking information will be sent along with delivery alerts. Tracking may take 24 hours to update with information.

Refunds will not be issued on packages being returned to us for refund/exchange if the packages get delayed by carriers while in transit. Refunds will be issued after the packages arrive and our staff is able to inspect the package. 

Swing Design will not be responsible for any delays caused by the manufacturers and any impact of such delays on the purchaser's business, including and without limitation to lost revenues and lost profits.

2nd Day, Next Day and Expedited Orders: there will be no refunds on shipping charges if delivery is delayed as long as the packages are handed to the carrier and the shipping label indicates the shipping method elected by customer. Expedited orders placed after 11am EST may be processed the following business day. 

Delivery

** Vinyl cutters and other higher dollar items may incur a shipping charge and require a signature upon delivery to help protect our customers against lost or stolen packages.

Contiguous U.S.

  • Orders under $34.99 shipping within the contiguous United States will be charged  $5.95 for shipping and handling fees.
  • Most orders $35 or over shipping within the contiguous United States will receive free ground shipping and handling.

We are currently not shipping orders to AK, HI or PR.

International Orders

**We are currently not shipping orders internationally. 

For international orders, please note that our pricing does not include any customs or import fees. These additional charges are the responsibility of the customer. Orders shipping internationally will be charged an additional transportation charge.

Manufacturers warranties (Silhouette America, Cricut etc.) does not apply to products (cutting machines, heat presses etc.) shipped internationally. 

Swing Design is not responsible to shipments lost by non-US postal services. If the package has been successfully transitioned from US Postal Service  to the postal service of the destination country, Swing Design will not be responsible for packages after the package crosses US border. This risk of such loss is with the customer.  

Stock Availability

In Stock Items 

Although we try to keep all items offered on our website in stock, occasionally there may be an item that is unavailable. 

ALL DIGITAL CONTENT (such as Silhouette Upgrade Codes) ARE NON-REFUNDABLE.

Pre-Order Items

Select items may be available to be reserved through pre-orders. Items for pre-order will reflect an expected in stock date during the ordering process. ​Please note that the ETA's listed on ​pre-order items are only estimates and may be subject to change by the manufacturer. Please consider purchasing items that are currently in stock and ready to ship if you have a business deadline to meet or any other deadline (such as if the item is intended to be given as a gift) as we cannot guarantee delivery by the stated ETA. Once pre-ordered items are added to your cart a valid form of payment will be required to reserve this item. Orders that contain pre-ordered items will ship complete once all items are in stock. 

Returns & Refunds

Returns

If you have purchased an item from our online store and wish to return it, you may do so within 30 days of delivery date (please see below for exceptions). Shipments received with visible damages or missing items must be reported to us within seven (7) calendar days of the delivery date.

We are only able to provide a full refund for unopened/unused* products in factory new condition sold directly through our website.  Due to the nature of our business, we do not otherwise offer refunds or returns on used products. Unauthorized returns will not be accepted. All returns with missing part(s) (including, but not limited to, accessories, manuals, warranty registration cards, original manufacturer packing materials and retail packaging) will not be given a full refund.

Please note that due the nature of the product Roland, Epson, Lawson, Image Armor, DTF Station, GeoKnight, GCC, GFP, Sawgrass, Prestige, Mimaki, STS, xTools and Uninet are not eligible to be returned. If the machine is found defective, the machine is only eligible for a replacement through the manufacturer.

Return Exclusions for Special Order items: Please note we DO NOT accept returns on custom orders, special orders (orders placed with a manufacturer specifically for a customer) or on wholesale orders. Special Order equipment ordered from manufacturer specifically for customers includes, but is not limited to Roland, Epson, Mimaki, STS, Lawson, Image Armor, Hotronix, Uninet, Graphtec, Prestige, DTF Station, xTools, Unisub, Sawgrass, StarCraft, GCC, GeoKnight, Insta Graphics & GFP items, accessories & materials . Special orders must be paid in full and CANNOT be cancelled.  Special order items CANNOT be returned, please understand that these are not high volume items and there is no or limited market for reselling items that are returned. It is the customer's responsibility to research equipment and features before purchasing. Order cancellations may be subject to a 25% fee.

All digital items are non-refundable 

If a used return is accepted Swing Design retains the right to charge a 25% Restocking Fee.

Customer is responsible for return shipping expenses unless otherwise explicitly stated. Items must be returned to us with a trackable shipping service. Shipping and handling fees are nonrefundable.  A refund will be issued after our warehouse receives, inspects, and processes your return. Swing Design will refund the decided amount back to your method of payment. Please include your order number and your name with the return.

*If the item has been used or opened and unwrapped from original packaging (foam wrapping removed/tape removed, cords unwrapped) we cannot accept the return.

The following are warrantied through the manufacturer and will have limited troubleshooting provided by Swing Design**: Silhouette, Cricut, Siser, Sawgrass, Brother, Graphtec, Mimaki, Roland, Epson, Starcraft, GCC, Hotronix, Insta Graphics, Geo Knight, Bernette, Uninet, Prestige.
      **Troubleshooting for these units may begin at Swing Design and can be escalated to manufacturer for further troubleshooting. Exchanges and returns can be facilitated by Swing Design once the manufacturer has approved such actions are necessary. Unwillingness to troubleshoot does not warrant a return or replacement.

Restocking fees and freight fees will be charged if returns of new/unused equipment are approved and customer shall be responsible for return freight charges. Shipping and Handling fees are not refundable on such equipment.

No return will be accepted with out a return merchandise authorization number. Please contact customer service for a RMA and instructions on how to return the item. 

All returns must be shipped to:
Swing Design
9 Damon Mill SQ
H-Wing
Concord, MA 01742

Any item that is returned to sender due to an undeliverable address may be subject to a 10% restocking fee.

Damaged or Defective Items

If you receive an item that is damaged in transit, please retain the outer carton, manufacturer packaging, its contents and ALL packaging materials until the carrier claim is processed. If you dispose of the outer carton and other packaging, the carrier may deny the claim due to insufficient evidence. 

When the package is damaged in transit, we will request that you provide us with pictures of the damage before unpacking the product. Please provide pictures of the carton’s exterior reflecting the damage, interior packaging materials, images of the damaged item as well as a photo of the shipping label/ bill of lading on the box are required. If the damage is not readily apparent, please identify on the photo where the damage occurred. Take a photo of the serial number on the equipment. 

Please retain the outer brown carton and the original manufacturer's carton, its contents and ALL packaging materials until you inspect and use the equipment and are fully satisfied with the product. 

Please email the pictures/description of damage & defects to support@swingdesign.com to request refund/replacement.