Snorkel City Return Policy

• Your satisfaction is our guarantee. If for some reason you are not completely satisfied with the style, color, fit, etc. of your purchase, we will promptly exchange or refund any unused merchandise within 30 days from the date you receive your order. Anything past the deadline is subject to a return decline or a 25% restocking fee. Please understand that returned/exchanged items must be in unused condition and in original packaging (i.e. warranty applications, owners manuals, mask boxes, lanyards, etc.) Any item that has been placed in water or shows wear will be considered used. The decision to process the return/exchange will be at our discretion. No refunds will be given on shipping fees of returned items.

• Return/Exchange Procedure: For all returns/exchanges, please fill out the RA form that you will find on the back of your packing list enclosed with your order. If you cannot locate your packing list, please call us at 866-254-0032 so we can give you the proper documentation. Please include this form in your return/exchange so we may know how to properly process the order. If you are exchanging any items, please select a method of exchange shipping on the packing list that will be charged to your credit card. In some instances, you may be asked to provide a credit card number for exchange shipping.

• Please make sure the goods are securely packaged and in original condition. You can send your order via an insured registered service that requires proof of delivery. This provides you the right to make a claim to your shipper for items they may misplace while in transit to us. Any goods returned that do not require a signature from us will not be accepted.

• All refunds will be credited to the original source of payment.

• We will not accept returns or exchanges on the following items: CLOSEOUTS, AUCTION ITEMS, CUSTOM PRESCRIPTION MASKS, and CUSTOM ORDERS.

• With regards to returns and exchanges of items suspected to be defective, we appreciate your patience. If we are not the manufacturer of the product, the items need to be returned to the original manufacturer for a final evaluation regarding the status of the product. Once the original manufacturer has made the decision, the product will be replaced or credited if the item is defective. If you need the item replaced immediately, we suggest that you place a new order to have your items in time for your vacation, etc. When you return from your trip, we will have more information regarding your return.

• Return to Sender: If we receive a package that is marked "Returned to Sender" or one that has been denied delivery and you did in fact place the order and that order is valid, you will be held responsible for the return shipping that we will be charged from the shipping carrier. If you placed the order and we shipped it correctly, the return shipping is your choice and responsibility. The initial shipping charge will not be credited.

General Ordering

• To serve our customers effectively, we ship most orders the same day. If you made a mistake in your order, please notify us immediately via phone (866-254-0032) or email ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) to make any necessary changes. Your surest way to make sure the modifications are made is to speak directly to a customer service representative. Since we are busy packing and processing orders, we are not responsible for order cancellations or modifications once the order is placed. We are not responsible for shipping additional items if the original order has already shipped short of the additional items requested or with the items that were ordered in error.
• Prices subject to change without notice.
• If an item in your order is on backorder, we reserve the right to ship the order incomplete and ship the item separately once it arrives in stock. We try our best to contact you as soon as possible to inform you if an item is on backorder. We may hold the order for a short period of time if an item is on backorder to ensure your order ships completely.
• We accept the following Credit Cards: American Express, MasterCard, VISA & Discover. We also offer paypal as a payment option.

Note Regarding PAYPAL: We will not ship any orders to an unconfirmed shipping address. Please check your account prior to using paypal as a payment option. If you want to ship to a different address than what is on your paypal account, we will require payment by a credit card number along with the correct billing address.

• Email: Please add our email address ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it ) to your Safe Contacts list in your junk or SPAM email filters. We only use your email address to send email confirmations of your order, the shipping tracking number, and an occasional promotional email. When you place your order online, you must provide an email address, but you have the option of adding or opting out of our email contact list. We do not sell your email address to any other company for any purpose.

• It is the responsibility of the customer to check all packages for accuracy of contents within 48 hours of receipt. If any shortages occur, it is the responsibility of the customer to contact SnorkelCity within 48 hours of receipt of package to file a claim for missing goods. In the case of shipping damage, the customer will file a claim with the shipper. We take great steps in packaging to ensure accuracy of your order. We will assist you in providing necessary information for a claim if needed.
• We package orders with as much accuracy as possible, but occasionally oversights happen. If we failed to ship an item that you included in your original order or we shipped you an item incorrectly, we will ship you the correct items via the same shipping method that was chosen in the original order (UPS Ground for UPS Ground, UPS 2nd Day for UPS 2nd Day). If you need the items prior to the time it takes to do an exchange, you will need to be charged for the new items that are shipped but will be credited immediately once we receive the original items as a return. We have no guarantee everyone will return the items that were received in an honest manner. Please return the items via a standard shipping method that is insured and requires proof of delivery. If the postage is not listed on the outside of the package, please include a receipt of what the return shipping charges were so we can credit you accordingly.