Customer Service
Click the services links listed below, to navigate to respective Customer Services...
- Order Information
- Order Status
- Tracking Your Order
- Cancellations
- Back Orders
- Payment Options
- Sales Tax
- Coupon Codes
- Shipping Methods
- Free Shipping
- Shipping to PO Boxes
- Calculating Shipping Costs
- Limited Warranty
- Return Policy
- How to Return Items
- Product Registration
- Become A Dealer
- Become A Sponsored Team
- Marketing Assets
- Phone
PURCHASES
Order Information
Order Status
Tracking Your Order
Cancellations
Back Orders
PAYMENT
Payment Options
Sales Tax
Coupon Codes
SHIPPING & DELIVERY
Shipping Methods
Free Shipping
Shipping to PO Boxes
Calculating Shipping Costs
CONTACT US
Phone
Purchases
Once you have placed your order you will receive an order confirmation via email. You will receive an additional email once your order has shipped which will include the tracking information.
How can I check the status of my order?
- You can check the status of your order by logging into your FINIS account located at the top right corner of FINISswim.com, or by clicking HERE. Once you are logged in you can review all of your purchase history.
- Once your order has shipped, the tracking number will appear under the ‘Track Items’ column of your order. You can also click on your order for more information.
Once your order has shipped, you will receive a confirmation email with tracking information. You can use the link provided in the email or copy and paste the tracking number on the carriers website for the order status. Please note that it can take up to 24hrs for shipping carriers to update their tracking information.
How can I track my order?
Why was my order cancelled?
Our system may cancel your order if there was a payment error on your order which also includes billing and credit card addresses not matching. Your order can also be cancelled if the addresses cannot be verified or if we are unable to ship to the address provided. You will not be charged for any orders that are cancelled. For more information please contact us HERE.
Can I cancel my order after I have placed it?
Since our system processes orders immediately, we are unable to cancel orders in most cases. Please contact us HERE to see if your order is able to be cancelled.
Payment
We accept Visa, Mastercard, American Express, and Discover credit cards.
- Note: Credit cards are not billed until your order is shipped.
- For your security, the billing address must match the credit card that is being used. FINIS reserves the right to cancel any order that does not match the criteria.
- FINIS is required by law to collect applicable sales, use or value added tax on shipments to states / countries where FINIS and its affiliates maintain a place of business or business relationship. These taxes will be added to your order.
You are able to use your coupon code during checkout under the ‘Promo Code’ field.
- Only one code is able to be applied.
SHIPPING & DELIVERY
United States (US)
FINIS offers many shipping methods.
FINIS US ships during regular business hours Monday-Friday 9AM-4PM PST excluding holidays. FINIS ships all orders from our California warehouse.
- Standard Ground service (2-5 Business days from Ship date)
- 2 day service (2 business days from order date)
- Overnight (orders placed before noon PST will ship same day and arrive the next business day)
- International Economy
- International Priority
European Union (EU)
FINIS EU ships during regular business hours, Monday- Friday 8am-5pm EEST, excluding Bulgaria official holidays. All orders ship from our Bulgaria warehouse. We strive to ship all orders within one business day of the date ordered and after payment has been received on our end.
- EU Shipments will be sent via DHL economy (3-8 business days from ship date),
- FedEx economy (3-8 business days from ship date)
- Overnight within EU via DHL Express and FedEx Express
FINIS offers free shipping within the US on MSRP level orders totaling $75 (or €75 in case of Europe), or more after applied discounts. Free shipping will be a ground service of our choice. If it is not automatically populated in the shopping cart, please select the shipping method showing “FREE!“. Large Pool Equipment items that require freight service do not qualify for free shipping.
Turnmaster Pro and Swim Teaching Platform
Orders shipping to PO Boxes will need to be sent through the US Postal Service. You should see delivery in 2-5 business days.
- Shipping costs are determined by the weights and dims of the order as well as the shipping method and location. You are able to review your shipping costs at checkout. If you have any questions regarding your shipping costs you can contact Customer Support HERE.
- B2B customers have the option to ship using their preferred shipping carrier using their freight account number. Additional shipping options can be quoted by contacting FINIS directly.
RETURNS
FINIS, Inc. (“FINIS”) warrants that its products will be free of defects in materials and workmanship, under normal use, for a period of time from the original date of delivery to the purchase as set forth in the chart below. Because FINIS cannot control the quality of products sold by unauthorized sellers in the United States and Canada, if you are a consumer in the United States or Canada, the warranty extends only to products purchased from FINIS or a FINIS authorized FINIS retailer in the United States or Canada, unless otherwise prohibited by law. FINIS reserves the right to reject warranty claims from purchasers for Products purchased from unauthorized sellers, including unauthorized Internet sites. This warranty does not apply to items that were purchased in used condition. Except where prohibited by applicable law (which may include the Province of Quebec), this warranty applies only to the original purchaser of the Product and is not transferable.
| Products Covered | Length of Coverage |
|---|---|
| Electronics* | 1-Year Limited Warranty / 2 years within EU |
| Swimwear, Apparel, Goggles, Caps, Accessories | 30-Day Limited Commercial Warranty |
| Technical Products and Pool Equipment | 60-Day Limited Commercial Warranty |
The limited warranty excludes damage resulting from improper care or handling, accidents, modifications, unauthorized repairs, used items, normal wear, or other causes that are not defects in materials and workmanship. If there is a covered defect, we will repair or replace the product or issue a refund of the purchase price of the Product in the event FINIS is unable to provide a replacement and repair is not commercially practicable or cannot be timely made. FINIS requires valid proof of purchase for any warranty claim. Please note that you may be responsible for costs incurred in mailing your product and proof of purchase to FINIS.
*If the electronic unit sent in is still under its original warranty, then the new warranty for the repaired product/replacement is 90 days or to the end of the original 1 year warranty, whichever is longer.
If you wish to make a warranty claim based upon a Product defect, please complete online case form or call us at 888-333-4647. Please note that FINIS reserves the right to verify information and to require that you send your Product to FINIS.
There are no warranties which extend beyond those stated herein. ANY IMPLIED WARRANTIES THAT MAY BE APPLICABLE TO PRODUCTS, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE DURATION OF THIS WARRANTY. Some jurisdictions (which may include the Province of Quebec) do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. UNDER NO CIRCUMSTANCES SHALL FINIS BE LIABLE FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES BASED UPON BREACH OF THIS LIMITED WARRANTY, BREACH OF CONTRACT OR STRICT LIABILITY. Some jurisdictions (which may include the Province of Quebec) do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction.
The foregoing is without prejudice to other legal rights that may arise under applicable national legislation.
If you have any questions about whether a seller is authorized, call us at 888-333-4647 or email us at ASP@FINISinc.com
If you would like a physical copy of this Limited Warranty, feel free to print this webpage, call our Customer Service team at 888-333-4647, or write us at 5849 W Schulte Rd. #104 Tracy, CA 95377, and we’d be happy to send you a copy.
FINIS has a 30-day return policy for all products with original packaging and tags. FINIS is not responsible for any additional/extended warranty offers from any other company/vendor. Refunds apply only when the original purchase was made with FINIS. Please check all orders for accuracy and report any shipping errors to FINIS within 5 days of receipt.
For all returns/exchanges, please follow the steps below to enter a support case and request a Return Authorization. A member of our customer service or technical support team will contact you via the case to process your request. Failure to obtain a Return Authorization (RA) Number will result in a restocking fee of 25%. No exceptions!
- How to enter a case: Click “Support” at the footer or click HERE. You will be prompted to enter your
email and password. If you have not previously registered, please click “Register” and follow the
prompts to obtain a password and enter a new case. - Go to My Account, Support Cases and click Submit New Case.
- Once your support case request has been processed, you will receive an RA via email. Please print the RA
and include it in the package you are shipping to FINIS. - Warranty or return item is shipped back to FINIS at your own expense unless the return is a result of a
FINIS shipping error. - Ship returns to the location indicated on the Return Authorization:
- How to enter a case: Click “Support” at the footer or click HERE. You will be prompted to enter your
- FINIS, INC
- Attn: RMA# _________
- 5849 W Schulte Rd. #104
- Tracy, CA 95304
US Customers
- FINIS EUROPE
- Attn: RMA# _________
- 8 Malashevska Street Sofia 1202,
- Bulgaria, EU
EU Customers
- All returns will be credited at FINIS’ discretion. If we are not able to repair, replace, or credit you for the
return product, we will send the original product back to you. - FINIS will pay to ship any exchange or warranty transaction back to you.
- When you receive the replaced or returned product from FINIS, please inspect the shipment for accuracy. Shipping
errors must be communicated to FINIS within 5 days of shipment receipt.
- A traceable method of shipment for returns is recommended. FINIS is not responsible for lost shipments.
- Returns from non-EU destinations will be accepted only via international courier service with tracking.
- Please allow 2 business days for returns to be processed.
- All refunds will be credited to the original form of payment.
- Allow 2 billing cycles for credit to appear on your statement.
- Shipping and handling fees are nonrefundable.