Policies
Thank you for shopping with The SeaQuel
If you are not entirely satisfied with your purchase, we're here to help.
Returns
You have 14 calendar days to return an item from the date you received it. This means that the items will need to be received by the 14th calendar day.
You will be required to initiate the return within 3 calendar days of receiving your item. Claims for any damage must be received within the first 48 hours of delivery. This will be tracked by the confirmation of delivery from the shipping carrier.
Items prohibited from returns:
- There are NO returns/refunds on any item that was purchased while on sale. For items reduced by a discount or automatic markdown, all sales are FINAL.
- Bundled items ie “5 for $25,” or "Buy X & Y and save x%," are prohibited from returns as these are considered sale/clearance items reduced by a discount or automatic markdown.
- Pre-ordered items.
- Items purchased with Store Credit.
- Items delivered without error, defect, or damage.
- Custom items and custom orders.
- Items damaged in transit. For more information on filing a claim please visit our FAQ page.
To be eligible for a return, your item must be unused and in the same condition that it was sent in.
Your item must be in the original packaging and with all original tags.
In the event that an item received as a part of a promotional offer, ie “Buy X and get X at a discounted rate,” must be returned, in order to be accepted and qualify for a return the entire bundle needs to be returned unused and unworn.
Returns for any issues not caused by The SeaQuel, customers are responsible for return fees.
If we issue your return label, the cost of return shipping will be deducted from your refund/store credit.
If you prefer to use your own return method, you will be responsible for paying the shipping costs for returning your item. Tracking numbers are required on returns.
REQUEST A RETURN
Unable to request a return via the portal? Please email your order number & the reason for your return to help@The SeaQuel.com
Please select a reason from the list below.
Please note: we require you to submit proof of items you believe are not as described and items that are not correct.
Returns approved for claims of defect, quality or not as described will be replaced by a product of the same design, size and color. If a replacement is declined by the customer, a store credit will be issued.
Returns approved for “wrong item received” claims will be replaced by the product on the original order. If a replacement is declined by the customer, a store credit will be issued.
Returns can take up to 7 business days to process once received. Generally, you will receive a store credit or replacement tracking within 48 hours of the return being processed.
Credit or refunds cannot be issued on items that are not returned.
Items returned to sender or experiencing a delivery issue:
Items that are returned by the carrier due to an invalid address, no one present to collect, or any other delivery issue not directly caused by The SeaQuel- are automatically processed as a return once they are received back. Store credit is issued less shipping fees.
Items returned to sender due to damage in transit:
We apologize for any inconvenience caused. Damage in transit sometimes happen and is out of our control. In the event that your item is damaged by the carrier and they choose to return to sender, we will advise you and ship a replacement.
If you no longer want or need the replacement item(s) you must follow return guidelines.
Cancellations
We know you want your order fast so as soon as it is placed, we are on it! Regrettably, this means we cannot cancel or make any changes to your order. This can include but is NOT limited to:
- Billing or shipping address updates
- Addition or removal of items
- Change in color/size of items
- Addition or removal of a discount code
- Order cancellation requests (including, but not limited to- Pre Orders)
- Shipping method changes
Exchanges
We do not allow exchanges. For items that are returnable please follow the return guidelines. Once your return is processed and you receive your store credit by e-gift card, you may return to the site to order alternate items.
Pickups
Pickups are only eligible on certain items. If your item is not eligible for pickup you will never be informed to use that option at checkout.
For items eligible for pickup, you have 3 days (during our hours of operation) to pick up your item. If you fail to pick up your item within the allotted time, your order will be cancelled.
Refunds/ Store Credit
All returns must be approved by The SeaQuel. We will only issue a store credit for all returns. We do not issue refunds back to your original payment method. We hope this will encourage you to take your time in selecting your items and feel free to reach out to us with any questions regarding sizing or styling. Store Credit never expires.
Once we receive your item, we will inspect it and notify you that we have received your returned item.
If your return is approved, we will issue the store credit in the form of a The SeaQuel E-Gift card.
Generally you will receive the store credit email within 48 hours of the return being processed.
Store credit/refunds cannot be issued on items that are not returned.
Store credit is not issued on items that are returned used, with damage, or worn.
We do not issue refunds or store credit on items that are lost in transit or confirmed delivered by the carrier. You should contact the carrier and file a claim using the insurance provided with every shipment.
Shipping charges and tips are not refundable. We cannot issue store credit for tips or shipping charges.
Therefore, the total credit amount will be for the amount paid for the item(s) less any shipping fees, tips, or restocking fees (if applicable).
*Refunds are not issued for pre-ordered items. All pre-ordered item sales are final.
Preliminary refund credits that are issued can be reversed should an approved return not be received in a reasonable time. Preliminary refund credits are issued at the discretion of our management team.
Shipping
*Estimated Delivery dates on product pages are based on standard shipping transit times*
Standard Shipping: 3-5 business days.
Expedited Shipping: 1-3 business days.
Overnight Shipping: 1 business day.
Please keep in mind that all shipping time frames are estimates and are not guaranteed. The SeaQuel does not have any control over any unforeseen carrier delays. Should no other shipping method be selected, standard will be used as the default shipping method. Expediting a shipment does not expedite processing time. It will only cut down the time in transit. When orders are fulfilled from different fulfillment centers, you may receive separate tracking numbers. Please note that the location your product is shipped from does depend on product availability. It will be determined by our logistics team at the time of fulfillment.
Apartment Buildings, Offices and Communities
If your requested delivery address includes a unit within an apartment building, office, or housing community it is your sole responsibility to ensure that this is a secure delivery location. Carriers will sometimes leave packages in common areas based on how they normally deliver to this location. Where your shipment is left is at the carrier's discretion. Carriers are not requried to deliver to individual apartment doors. If you do not want your shipment left at a front desk, in secured mail lockers or with receptionists, please arrange pick up with the post office prior to delivery. This service is free of charge. You may also wish to use an alternate address as we cannot be held responsible once the shipment is confirmed delivered to the front desk, receptionist, door or a locker. If unisured by optional route coverage, you will need to file a police report and claim with the carrier in the event a package is confirmed delivered and unable to be located.
All shipping costs are nonrefundable.
INSTANT SHIPPING ISSUE RESOLUTION by Route
Route provides protection for shipments that are lost, broken, or stolen. Add Route to your cart at checkout to enable protection.
Visit routeapp.io to learn more.
We are not responsible for packages that are late/delayed by the carrier, damaged in transit, lost/stolen without purchase protection.
Processing Times
Orders are generally processed within 2 business days. Please allow up to 7 business days.
During peak periods where the demand increases for our items, processing times are subject to change. If a delay arises, you may receive an email.
Payment hold/ unverified payments: at times, payment processors may require additional time to review your payment. This review could take up to 7 days to complete. Should your payment require additional review, processing of your order may be delayed. Please contact us if you have any questions.
Invalid Billing Details: Please be sure to verify that the information you enter for your billing details matches what the bank has on file. Inputting the wrong details may cause a delay in processing. In the event that it does not align you will receive an email from our payment verifications team, FUGU, requesting additional documents or information. Processing will be held until verification is passed. To prevent a delay, please double check all of your billing details prior to submitting the order.
Invalid names/ Addresses: Please be sure to double check the delivery information placed on your order. If an error is found with your address we will make every effort to reach you for a correction. We cannot be held responsible if you input an invalid address for delivery. For security and delivery reasons, all orders must contain Valid first and last name. Your order may be delayed if it contains partial names, just initials or any other variation that is not the full first and last name. This is to prevent any issues with the carrier tendering your package to you. To prevent delays in processing your order, please provide a valid first and last name & shipping address.
The total time is the sum of the processing time and the shipping time.
Processing time = the time between when you place an order and when we ship it;
Shipping time = the time between when your order has been shipped and delivered to you;
Post Office Boxes
Carriers outside of USPS are not able to deliver to a PO BOX. Most shipments we send are fulfilled by USPS, FEDEX, & UPS. We recommend NOT using a PO BOX address for delivery as this can seriously delay your order. Items that are normally fulfilled by FEDEX or UPS that are addressed to a PO BOX will be sent by USPS despite the shipping method selected. This is simply because these carriers are not able to deliver to your PO BOX and we cannot make any changes or updates to your order.
Promotions
Previous promotions will not be applied to orders placed after the promotions have ended. Promotions may not be applied to orders placed prior to the promotion being started. We are unable to add promotional offers or coupons to your order once you have placed and confirmed your order. Promotional offers applicable to your order may be displayed directly in the cart. If you fail to apply a coupon or offer prior to the order being confirmed, unfortunately we are unable to apply the offer to your order post purchase.
Free Item: Free item promotions are subject to product availability. Promotional offers that include a free item are honored while supplies last. If the item is not in stock at the time of fulfillment, that particular item will be cancelled and you will be notified. Free items that are applied to the order in error will automatically be removed during processing. This does not alter the terms and policies that apply to all other items on the order. The terms of the policies listed here and throughout our website will still apply to your order. We are unable to alter your order information or other contents of your order due to a free item being out of stock. Free items/ gifts are not eligible for refunds, returns, or store credit under any circumstances.
Contacting Us
We are happy to assist you with additional questions or concerns.
Email: help@TheSeaquel.com
Chat: Via Website
Hours of availability:
Customer Service: Mon-Sat 10a-6pm EST
Sales: Mon-Sat 8am-midnight EST
Our sales agents do not have access to order related information. For order related inquiries, please reach out to our order support team during hours of operation. We typically respond to chat within minutes. Emails/Voicemails are generally returned within 48hours. We cannot answer order related inquiries via social media channels.
Placing an order with The SeaQuel acknowledges that you have read and agree to the terms of all policies.