We want you to know that swap.com will do everything possible to work with your swap partner to ensure you get the item you wanted…even if it means sending you a replacement item at their expense. Yes, you read that correctly. As of October 1, 2010, swap.com is thrilled to offer our SafeSwap program.

For any trade initiated after October 1, 2010, under our swap.com's SafeSwap program, if you do not receive your item after 27 days and your swap partner does not have valid proof of shipment (either by using swap.com labels or buying delivery confirmation through the USPS), swap.com will purchase the item you wanted from one of our retail partners and charge your swap partner's account for the expense. Under this program, we can now guarantee that you will get the item you wanted. If, for some reason, the item you want is no longer available, we will send you a similar item of equal value.
After 10 business days, if you have tried to contact your swap partner without a response and you have reason to believe that your swap partner does not intend to ship your item and they cannot offer proof of shipment, simply click on the "contact this user" link on you're My Swaps page. On the next page you will see the link "formally report this missing item to swap.com". Click on this link and fill in the appropriate information. That's it. After you report the item not received, we will try to contact your swap partner over the following 10 business days and, if there is still no resolution, we will send you the item you wanted and charge the other swapper's account.
If your swap partner does provide valid shipping confirmation (not just that they printed a label, but that your item is scanned in route), you will not be eligible for the SafeSwap program.
Once you have formally reported an item to swap.com, the item is placed in an "Item Not Received" status and the other user's account will be suspended until the issue is resolved.
If you do receive the item from the user, please login to your account
go to your "my trades" page and under the image of the item you have not received, click on the link "report item received".
On the next page, verify that you received your item by clicking "Yes - I received my item, and swap.com can therefore close my Item Not Received complaint." You will then be asked to rate your trade partner. Your INR complaint will then be closed, and we will look into reinstating your trade partner's account.
Lastly, if you had been in contact with the user via swap.com, you might also want to let them know it arrived. You do not need to contact Swap.com Support. If you followed the steps mentioned above, the rest will happen automatically.
Read our story on "
the case of the missing item" for more information on the item not received process.