Terms & Policies


Purchase orders should be submitted via: Email

     orders@swanstone.com

To ensure accurate and timely processing and shipping of orders, all purchase orders require the following information:

  • Submitted on customer letterhead (or Swan Purchase Order Form)
  • Current net prices
  • Current Swan part numbers
  • Shipping information, method and freight terms
  • Payment terms
  • Contact phone number and email address
  • Special instructions - "Must call to schedule delivery", "o.k. to back order", etc.

Please note we will only accept current Swan part numbers submitted on Purchase Orders. We no longer process incorrect, outdated, or unique customer product identifiers used on Purchase Orders.

Purchase orders submitted with missing or incorrect data will not be processed until corrected. Order corrections must be in writing (email or fax is acceptable.) Purchase orders will only be accepted from customers responsible for invoice payment.

** Purchase order lead times will automatically default to the longest product lead time on purchase order. **

Purchase orders cannot be canceled or changed with SwanXpress eligible items. All other purchase order changes or cancellations must be completed within 24 hours of purchase order acceptance. After 24 hours, no changes will be allowed.

Quantities of 25 pieces of the same item or total order exceeding $5000 are not eligible for SwanXpress. No discounted pricing or net sheets or consigned warehouses are applicable.

Custom Vanity Tops or Special Orders must be submitted on a separate Purchase Order. Custom Vanity Tops or Special Order items cannot be returned.

Orders received before 2pm CST will be entered the same day and an order of acknowledgement email will be issued. Orders received after 2pm will be processed the following business day.

On February 14, 2019, the following product lead time are in effect:

SwanXpress eligible products will be shipped from our warehouse within 5 business days from the date on the order confirmation. Quantities of 25 or more per order or exceeding $5000 per part number, are not SwanXpress eligible. Due to the fluctuation of inventory levels, larger SwanXpress orders may be subject to longer lead times.

** Please note, only SwanXpress eligible products must be on purchase order to receive the 5 business day lead time. **

STANDARD products will be shipped from our warehouse within 22 business days from the date on the order confirmation.

SPECIAL ORDER products will have quoted lead times. Check with Swan Customer Service on lead times and availability.

EXPRESS SERVICE eligible products will be shipped from our warehouse on the next business day (parcel items only) or in three business days for all other items. Subject to product availability, special conditions and additional charges will apply. See Express Service program for more details.

Please view Price and Product Guide or swanstone.com for more information on product categories.

Standard Shipping and Delivery

If your order total exceeds your market's freight allowance, free Standard Shipping is included with your order. For information on your market's free freight allowance, please contact your local rep or your Swan Regional Sales Manager. Changing your shipping method or preference may affect your order's free standard shipping eligibility.

Swan will attempt to send all available items together in the same shipment, however, please be aware that some items could ship from different locations in seperate shipments because our inventory is located throughout the United States. When possible, items from multiple orders will be combined into the same shipment.

When Standard Shipping method is selected, all delivery dates are estimates. Because LTL (Less Than Truckload) and parcel carriers control the merchandise consigned to them, and may route it through multiple locations, we cannot guarantee speicific dates.

Drop ship deliveries must have receiving docks and forklift. If receiving docks and forklift are not available and a lift gate truck is required, additional fees will be incurred. Other Special Handling fees may apply and will be invoiced to the customer seperately.

Swan will not be liable for any losses, costs, damages, charges or expenses caused by any delay for the delivery of the goods. In all cases, we recommend booking installation after receipt and inspection of product.

Preferred Shipping and Guaranteed Delivery

When product delivery is critical and expedited shipping is needed or transporting directly to a residential address, utilizing our Preferred Shipping option is required. Our Preferred Shipping charge is the cost of freight plus handling and will be quoted and invoiced.

Swan will make arrangements to confirm your delivery date 24-48 hours before scheduled delivery. Delivery to commercial job sites will require more administration and Swan will work with the customer for a specific time for job delivery. If we miss our delivery promise, we will refund the shipping costs.

Swan will not be liable for any losses, costs, damages, charges or expenses caused by any delay for the delivery of the goods. In all cases, we recommend booking installation after receipt and inspection of product.

Shipment Notification

An email notification with tracking information will be sent within 24 hours of shipping to the email address provided on the original purchase order or to the email address on file. Please allow one to two business days for tracking information to be updated on carrier websites. Tracking can be accessed at americanbathorders.com

Collect or Third Party Shipments

Collect or third party shipments can request the carrier of their choice. All collect or third party shipment damages are the full responsibility of the billed party. Please note our manufacturing facility is located in Centralia, Illinois, and not all carriers pick-up in this area.

Special Handling Fees

In certain circumstances, our freight carriers will impose special handling fees in addition to the base-shipping rate. Any additional freight carriers' fees are the responsibility of the customer and will be billed accordingly to your account. If special delivery instructions are required, it must be specified on original purchase order.

Examples of Special Handling Fees include:

  • Home Delivery
  • Shortened delivery windows
  • Storage Fees, due to lack of response to appointment request
  • Returns, due to lack of response to appointment request
  • Redelivery
  • Special Notifications
  • Lift-Gate Services
  • Secured Facilities
  • Change of Address
  • Other special delivery requirements as determined by the carrier

Express Service

For items in stock, our Express Service option speeds your order processing times and gives you two flexible options from which to choose. Please contact customer service on product availability.

Express Service orders are only sent via our Preferred Shipping Service and are not eligible for free Standard Shipping. Please see our Preferred Shipping and Guaranteed Delivery Service for more information.

Express Service Program Details:

  • Express Service is only available for in-stock items. Please contact Customer Service for current product availability.
  • Quantities of 25 or more per part number are not eligible for SwanXpress Service.
  • Orders exceeding $5000 are not eligible for SwanXpress Service.
  • Purchase orders must be emailed to express@swanstone.com
  • Purchase orders must be received by 12 p.m. CST and must reference SwanXpress service. Orders received after 12 p.m. CST will be processed the next business day.
  • Purchase order confirmations, noting SwanXpress and Preferred Shipping options and costs will be issued the same business day.
  • Standard Shipping is not eligible on Express Service items.

At Swan, we take great pride in the quality and craftsmanship of our products and offering great customer service is our goal. If you are not completely satisfied with your purchase, please follow our return guidelines and we will be happy to help you return your purchase.

Prior to your return, you must obtain a Return Authorization Number (RAN#) from Swan within 60 days from the original ship date. A 50% restocking fee will apply and will be deducted from your credit.

Return Policy

  • Standard stock items are subject to a 50% restocking fee.
  • The customer is responsible for shipping the product back to the plant and all costs associated with the return.
  • All customer requested returns must be accompanied by the original purchase order.
  • Products must be returned within (8) eight weeks from ship date.
  • Goods must be returned within 30 days of authorization.
  • Commercial Product, Special Order Product, and Non-Standard Color Products cannot be returned for any reason.
  • A Returns Goods Authorization Number (RGA) must be included with the return shipment. 
  • Any product that is returned without prior approval will be refused and will be returned to the shipper.                     
  • All returns must be in A-Grade quality condition, ready for resale, without needed repairs, clean and free of debris.  Boxes or other packaging must be in good order.  All accessories must be present and in new condition.
  • Credit will be issued following inspection of product.
  • American Bath Group reserves the right to deny any request to return product.

Order Cancellation or Change Policy

  • Order Cancellations or changes are accepted within forty-eight (48) hours of receipt of order.
  • Cancellation or changes must be submitted in writing.
  • Any order for non-standard colors or modified units requiring special accessories cannot be cancelled.

Shortage/Damage Claims Policy

  • Shortage/Damage claims will not be accepted unless indicated on the delivery receipt or bill of lading at the time of delivery.
  • Shortage/Damage claims must be made within 24 hours of receipt of product.
  • Damage claims must have pictures that show the overall product as well as a close up picture of the damaged area.
  • Damaged items will only be replaced with like product

Please Complete the Return Goods Authorization form and send it to returns@SwanStone.com

All technical data and information provided in this publication is done as a public service to customers of The Swan Corporation and consumers of our products. All names, designs, and model numbers of products are trademarks of The Swan Corporation. Prices and specifications of The Swan Corporation’s products are subject to change without notice or obligation. The Swan Corporation may also change or discontinue models of its products without notice or obligation. While The Swan Corporation endeavors to provide you with accurate information and descriptions of its products, accuracy and completeness cannot be guaranteed. The Swan Corporation is not responsible for, nor does it have any liability for any mistakes or typographical errors, including liability for incidental, consequential, or special damages. All products should be inspected and measured promptly upon delivery and certainly before any improvements or alterations are done in anticipation of or preparation for installation. The Swan Corporation assumes no liability for the use of such information or for any damages incurred through its use or application.

Nothing contained in this publication is to be construed as contractual or providing any form of warranty or representation on the part of The Swan Corporation. THE SWAN CORPORATION MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OF MERCHANTABILITY OR OF FITNESS FOR A PARTICULAR PURPOSE, AS TO THE INFORMATION CONTAINED HEREIN OR THE PRODUCTS DESCRIBED HEREIN.