Shipping & Pickup Policy

 

Order Processing

• All orders are processed within 2–7 business days, Monday to Friday (excluding holidays), with the following exceptions:
  • Decorated items may take between 5 to 10 business days to process before shipping, as they are custom-made or decorated. Shipping times are in addition to this processing period.
  • Club-decorated sublimated suits may require up to 5 weeks for production and completion.
  • If you selected delivery through your club’s equipment manager, distribution will depend on your club’s internal schedule. Timing may also be affected by the processing time of other members’ orders and the closure of ordering windows.
  • Deck equipment may take between 5 to 15 business days to process before shipping. Shipping times are in addition to this processing period.

Local Delivery in Ottawa Area:

We offer local delivery to the following postal codes in Ottawa and surrounding areas:

K1A, K1B, K1C, K1E, K1G, K1H, K1J, K1K, K1L, K1M, K1N, K1P, K1R, K1S, K1T, K1V, K1W, K1X, K1Y, K1ZK2A, K2B, K2C, K2E, K2G, K2H, K2J, K2K, K2L, K2M, K2P, K2R, K2S, K2T, K2V, K2W

• Orders will be delivered within 2–7 business days after order confirmation
• Deliveries are made Monday to Friday, excluding public holidays
• If no one is available to receive the package, delivery will be re-attempted on the next business day

Shipping Rates for Ottawa local delivery (Based on Order Value):

• Orders up to $69.99: $10
• Orders between $70 and $99: $8
• Orders over $99: Free

Notes:

• Additional fees may apply for non-standard delivery areas
• Shipping to P.O. Boxes or for oversized items may be subject to different delivery fees based on size and weight. We will notify you before processing any additional charges.
  
• Decorated items with special pricing for associated clubs, do not qualify for free shipping.
• Some products do not qualify for local delivery and free local delivery.

Shipping Within Canada

We ship via Canada Post, UPS, Purolator, GLS Ground, or other carriers as needed.

A delivery attempt may be made in person. If no one is available, a notice card will be left with pickup details.

Estimated delivery time: 3–7 business days after order processing.

Shipping Rates for Canada-Wide Delivery (Based on Order Value):

• Express (1–2 business days): $30  
• Standard Shipping (3–7 business days): $13. Some exclusions apply.
• Free shipping on orders over $125 (excluding remote areas listed below):
  • J0M – Chisasibi area, QC  
  • X0A – Iqaluit, NU  
  • X0B – Cambridge Bay, NU  
  • X0C – Rankin Inlet, NU  
  • X0E – Hay River, NT  
  • X0G – Fort Liard, NT  
  • Y0A – Watson Lake, YT  
  • Y0B – Dawson, YT

Notes:

• Additional fees may apply for remote or non-standard delivery areas
• Shipping to P.O. Boxes or for oversized items may be subject to different delivery fees based on size and weight. We will notify you before processing any additional charges.
  
• Decorated items with special pricing for associated clubs, do not qualify for free shipping.
• Some products do not qualify for free delivery.

Order Tracking

• Once your order has shipped, you will receive an email with a tracking number.  
• If you have an account, you can track your order from your account page.  
• If your package has not arrived within 30 days, please contact us at info@goswim.ca.

Undeliverable, Refused, or Unclaimed Packages

If a package is returned to us due to any of the following reasons:

• Incorrect or incomplete delivery address  
• The package was unclaimed at the pickup point  
• The recipient refused the package  

The customer will be responsible for any return shipping fees and additional charges to resend the package.

Note: The original shipping fees will be deducted from any refund or store credit issued.

Fees associated with Undeliverable, Refused, or Unclaimed Packages:

• If you request a reshipment, standard shipping rate will apply
• If you request a refund instead of reshipment, a $15.00 (plus taxes) fee will be deducted from your refund

Exception: If a package is returned due to shipping damage or an error for which goswim.ca is responsible, no additional charges will apply.

 

Shipping Delays and Lost Packages

GoSwim.ca is not responsible for shipping delays caused by carriers, weather conditions, customs, or any other circumstances beyond our control.

If a package is delayed or lost in transit, GoSwim.ca will open an investigation with the shipping carrier to determine the status of the shipment. Please note that we cannot issue a replacement or refund until the investigation is completed and the situation is clarified.

In all cases, GoSwim.ca will make every reasonable effort to resolve the issue as quickly as possible, but resolution timelines depend on the carrier’s process and are not always within our control.

Pickup Policy

Your order will be available for pickup in a secure storage bin located outside our store at 195 Menten Pl, Unit 105, Ottawa, ON K2H 9C1, in front of the entrance. The bin is accessible 24 hours a day, 7 days a week.

The bin is secured with a digital padlock and the area is monitored by a security camera. You will receive your unique PIN code by email. The code is time-limited and will expire automatically. For security reasons, please do not share it with anyone.

After collecting your order, please close the bin and make sure the padlock is locked again.

We recommend picking up your order as soon as possible after receiving your code. If you experience any issues accessing the bin, contact us at info@goswim.ca and we will assist you.

Please note that exchanges or refunds cannot be processed when the store is closed. If you require assistance, please visit during store hours or contact us in advance.

Pickup at Pop-Up Events: Bringing pickup orders to our pop-up events is not always possible. We do our best to accommodate and avoid charging shipping, but when we can’t, the order may be counted as shipped and a shipping fee may apply. We appreciate your understanding and support.

Team Portal Orders

Orders placed through team portals are subject to the shipping and delivery method selected by the club. Depending on the club’s preference, orders may be:

• Delivered in bulk to the club, with distribution handled by the team.  
• Available for local pickup, where families or swimmers can collect their orders from our designated pickup location.  
• Shipped individually, if the customer selects and pays for a shipping option at checkout.

Please note: Due to the special discounted pricing provided to clubs, decorated products are not eligible for free shipping unless otherwise specified. Standard shipping fees apply when individual delivery is selected.

However, if your order includes additional products that do qualify for free shipping, please place a second order for those items and include a note at checkout referencing the order number of the decorated items. We’ll then ship everything together, free of charge.

Need Help? For any questions or assistance, reach out to us here.