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FREQUENTLY ASKED QUESTIONS
Shipping
You may view our detailed shipping rates here.
Our express international shipping via DHL usually takes 2-3 business days after processing. However, please allow 1-2 days processing for your order before we're able to ship it out.
Note: Business days do not include weekends and holidays in the Philippines.
We currently offer FREE express international shipping if your order reaches $100 USD (after discounts).
Yes! We ship internationally. However, the shipping rate depends on the area, and some remote locations will require additional fees due to the distance and the lack of shipping dispatch centers. You will see a more detailed representation of the shipping costs upon checkout.
As of the moment, we also do not deliver to PO boxes. If your order is addressed to a PO Box, it will be delayed as we will have to contact you for a house address.
You should have received a confirmation e-mail instantly after placing an order. A shipping e-mail should also follow as soon as we finish processing your order. If you did not receive an email from Blackbough Swim at all within a few hours of placing your order, please check your Spam folder. It is also possible that you entered the wrong e-mail address or it was misspelled when you checked out.
If you think you gave us the wrong e-mail address, please do e-mail us at aloha@blackboughswim.com to have the necessary information sent to your correct e-mail address.
Once you place an order, you will automatically receive an order confirmation e-mail. Once your order has been processed and is ready to be shipped out from our warehouse, you will receive another e-mail with shipping information.
For express international shipments, shipping status should immediately be up within 24 hours of receiving the shipping e-mail.
We know how important your order is! This is the very reason why Blackbough Swim provides complete tracking information. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We are always willing to provide assistance when this happens. However, Blackbough Swim is not responsible for packages whose signature requirement was released. We are not responsible for lost or stolen packages if delivery has been confirmed through the order tracker.
If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them. Contact Deutsche Post Group DHL (www.dhl.com) You can reach them by calling 1-800-225-5345 for domestic or international assistance.
Shipping and handling costs are non-refundable. This applies to undeliverable or refused shipments, missing, and stolen shipments.
Should you return an item purchased from us for store credit, you will only be credited for the price of the products.
Your items are shipped directly from our warehouse in the Philippines. Because of the geographical distance, we have no choice but to offer shipping at the listed rates. Rest assured that we are continuously finding ways to reduce the costs you have to pay.
Once you have received your shipping confirmation e-mail containing the details of your package, as well as its waybill tracking number, kindly visit the tracking website here for updates. Simply enter your waybill tracking ID in the field. Please allow for 24 hours after you have received the shipping confirmation e-mail for the status to be updated.
The customer is responsible for paying customs duties and taxes levied by the respective country involved in your shipment. Blackbough Swim will not reimburse payments made for such.
Customs policies vary from country to country and we can not anticipate this. If you are unsure of charges and whether you will be affected, please inquire on your local customs office first.
Once the package arrives at your local shipping station, DHL will contact you via text and e-mail to inform you of your shipping schedule. In most cases, this is the next business day.
Failure to reply to DHL's numerous notifications will signal that you allow the package to be delivered at the said time and date.
In these cases, the customer accepts full responsibility for any loss or damage to these items once there is a delivery or attempted delivery. Furthermore, the customer is responsible if their package gets redirected to our warehouse and marked as unclaimed or undeliverable due to invalid/incomplete address.
Cases like these usually happen in the event of an invalid/incorrect address or when additional fees must be paid.
DHL will notify you enough times and will you ample time to respond to their messages. However, once they have declared that the package was rerouted, Blackbough is no longer responsible for the items or any fees that you may incur because of it. Kindly ensure that when you input your details, your shipping address and contact information are correct.
Blackbough does not offer free shipping back to the customer in cases where delivery was unsuccessful due to the negligence of the buyer.
Kindly contact us at aloha@blackboughswim.com as soon as possible. We will gladly change your shipping information for as long as your item has not yet been shipped.
In case you gave overt and obvious incomplete information, Blackbough will e-mail you and hold your package until you respond. We are not responsible for any delays brought about by this scenario.
In the event that the error is not obvious and your item has already been shipped, Blackbough will be charging you the additional fees we will be incurring in order to change your shipping details. This amount varies on a case-to-case basis and we will provide you with the exact invoice we receive from DHL.
Kindly proceed with the transaction and then message us after receiving your confirmation email. We will happily make edits to the location of your order.
Note: Please ensure to message us within 24 hours and before your order is shipped out. Any changes after this time might incur additional charges. Furthermore, if the new address is substantially farther from the billing address or it is remote, we will have to charge you additional. As proof, we will forward to you the invoice sent to us.
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere.
Download
the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.
Route Package Protection (RPP) is shipping insurance for coverage against lost, damaged, or stolen packages. For cart totals under $100 USD, RPP is only $0.98 USD. For carts over $100 USD, it is calculated at 1.5% of the cart total (for example, if an order was $150 USD, then RPP would be $2.25 USD). You may avail of this by toggling the option in your shopping carts or upon checkout.
Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data.
Note: Route's use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.
Note: Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. They also do not pay custom/duty fees.
General Policies:
For other specific conditions and policies for stolen, lost, and damaged goods, you may view Route's guidelines here.
When you purchase a product with Route Package Protection, you will get an email with your Route Order ID and a link to report an issue.
To go straight to the Report an issue form, click here.
To report an issue from your email, follow the steps below:
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
Click here for the specifics.
You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.
