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Frequently Asked Questions


ORDERING:
 

Q. Do I need to register to shop online?
A. Yes and No; You are welcome to shop as a guest if you choose not to register with us; however, you will not receive the benefits of registering (searching purchase history, saving a CC card to your account, viewing tracking numbers, etc.)

Q. Is the Inventory and Pricing online the same as in the store?
A. No, the website and store operate completely independent of each other - this includes pricing of sales that may occur, clearance items, etc . Much of what is available online is not in store and vice versa.

Q. I forgot my password. How do I retrieve it?
A. From our home page, select the forgot my password link. Enter the email associated with your Danceoutfitters.com account in the space provided and select next. An email will be sent with instructions to reset your password.

Q. I just placed my order, was my card charged?
A. No; We do not charge your card until your order is ready for shipment. The funds were approved by your card issuer and most likely set aside awaiting us to ship when we will then complete the transfer of funds.

Q: I need my order ASAP because I have a performance. Can I get my items by then?
A. Please provide us at checkout the date that you want your order by. We do this all the time, and will follow your order throughout the entirety of this process. If we are unable to get your items to you on time, our team will contact you so we may explore possible and alternative solutions. If you need something overnight or 2nd day air we encourage you to call us with your order!

Q. I just ordered something and now it’s on sale. Do you honor price adjustments?
A. Unfortunately we are unable to honor price adjustments. Our promotional and sale offers run throughout the year. 

Q. Does Danceoutfitters.com charge sales tax?
A. Yes. Shipments from where we have a entity (like the state of Virginia) must follow the active economic Nexus Law. 

Q. May I use an online coupon at your retail location?
A. No; Our online and retail locations function separately. An online purchase can be returned to our retail location once we have emailed you a return authorization number; however, a refund will only be issued for the amount purchased online with the original shipping fee being deducted from the refund. The refund will also only be credited in the original form of legal tender.
 
 


SHIPPING AND DELIVERY/TRACKING

Q. How long after I place my order before it ships?
A. Most orders are shipped within 24 hours of placement, but please allow up to 72 hours for shipment confirmation.

Q. How do I track my orders?
A. Go to your order history by logging into your account. From there you may track your orders. You also should have received a tracking number via e-mail once your order shipped. Please check spam folders in case of misplacement.

Q. What companies do you ship by?
A. We utilize most major shipping companies (UPS, Fedex, USPS) and will select the one that delivers your order quickly and with no extra charge from our normal flat rate shipping charge. In most cases it will come USPS Priority or UPS.

Q. How much are shipping charges?
A. During our Grand Opening of our website, all orders in the Contiguous US are standard freight FREE. Expedited or express shipping will entail additional charges and are available during checkout.

Q. My order came from two different shipping locations in separate shipments. Am I being charged for shipping twice?
A. No. For us to deliver your order in the most efficient time, we may drop ship straight from a manufacturer (or two depending on what was ordered). This is only done to speed delivery to you and does not cost anything additional.


 
 
RETURNS/EXCHANGES/CANCELATION


 
Q. What is your return policy?
A. Items purchased directly from Danceoutfitters.com may be eligible for a refund within 30 days of the date of purchase. Items may be returned to Danceoutfitters.com or to our retail Outlet once a Return Authorization number has been issued. Please do not ship or return items to our retail store, until you have emailed us with your original order number, items to be returned, etc. Approved refunds are available as a credit to your online account, or will only be reimbursed to the original form of payment. Return shipping cost is NON Refundable and is at the expense of the customer.

It is imperative that all returned/Exchanged items must be in new condition, unworn, unwashed, free from damage (free of makeup, deodorant, stains, or smoke), in original packaging, and with original tags attached. Shoes must be returned in new condition (so we can resell them). Any shoes with damage, scuff marks, or soil marks will not be accepted. We recommend that immediately upon receiving your new items or shoes you try them on a clean soft surface. Shoes must also be returned in the original undamaged box. Please do not use the shoe box as a shipping box.


Items not eligible for return: make-up, tights, “final sale” items, undergarments, Made-to-order or Special-order, clearance merchandise, socks, toe pads, pointe gels, and gift cards.
-Purchase made using promotions (e.g. coupons, discounts, bogo) will be refunded only the final purchase price. Promotional offers will not be re-credited except for exchanges made on the same day of purchase.
-If you have an order that qualified for a promotional free item, the free item amount will be deducted from the credited amount if the total purchase goes below the original threshold to receive the free item. You may return the free item when returning any other items in the same order.
-Items purchased using a gift card will only be refunded for the total amount on a gift card
-Merchandise received as a gift may be returned or exchange; however, any funds credited will be automatically issued on the original form of tender.
-Returns over $200.00 do have a 20% restocking fee.

Q. The item I purchased is a little too small and I need to exchange it for a larger size. What do I do?
A. Please send us a email at information@danceoutfitters.com with your original order number, what item(s) and style number(s) you wish to return for exchange. We will issue you a Return Authorization Number (RA) to include on the package when shipping it to us. Before shipping, please make sure that your item meets our return policy above.. Additions to your exchange will be considered a new order and will require additional shipping fees. 

Q. The item I received is defective. What do I do?
A. Please send us a email at information@danceoutfitters.com with your original order number, the issue with the item (and a photo would also be useful if possible), and we will issue a return and/or replacement right away.

Q. Are returns free? Who pays the shipping?
A. Returns due to a defective item that needs to be replaced or an error on our part will be credited to your card once the item is received back. Please allow up to 14 days for the credit to appear once we receive the item back. If you are exchanging an item for a better fit, then shipping is the responsibility of the customer.

Q. What is your cancelation policy?
A. An order cannot be canceled once shipped. Prior to shipping, please contact us at 757-548-6688 to request an order cancelation. Please see our return policy if your item has already shipped. 

Q. I live in Virginia. May I return or exchange my items at your retail outlet in Chesapeake?
A. Yes you can (and we are still trying to work out a straight forward process as the associates at the register do not have access to the online store); however, your original shipping fee is nonrefundable. See Return/Exchange Policy above for the process and for more information. You will need to have a RA number when you come.

Q. Where do I send my return/exchange items? 
A. Once you have received a Return Authorization Number (RA) from us via email, please ship your return/exchange to: DanceOutfitters, 1036 Volvo Parkway, Suite 1 Chesapeake, VA 23320 Please make sure your RA number is either in the address or written on the package. Failure to do so could result in a delay to process your return or exchange.

Q. Can I keep my free items with purchase promotions if I return the item I purchased?
A. No. When returning items that were included in a “free item” promotion, the “free item” value will be deducted from any credited amounts, or you may return that in brand new condition with the return.. 

 
 
 
SIZING TIPS/CHARTS - GARMENT CARE

Q. Do you have sizing charts?
A. Yes, all our manufacturers provide general sizing charts and are found below. We have found through years of experience that most items tend to run small, so if you are unsure, we always recommend going up to the next size.
Capezio Sizing Chart - Click here to view online
Eurotard Sizing Chart (PDF) - Click here to download

Q. I followed your sizing recommendation from your website and it still doesn't fit. Shouldn't you replace it free?
A. On many of our product pages, we provide sizing tips along with the manufacturer sizing charts in an attempt to help you decide which size might be best. Our experience comes from years of in-store fittings and knowing how some of the styles run, regardless of what the manufacturers sizing chart may show. We have always told customers, "if you aren't sure, go up a size" and the majority of the time it works, but there is no guarantee. The tips you see are only meant to help you decide by giving more information about an item, but we are not financially responsible if the item does not fit.


Q. What is the difference between your online store and retail store?
A. Our online and retail store functions separately. Retail prices and promotions ARE NOT interchangeable. Our online store may offer convenience; however, the retail store offers the assistance of a trained staff, the luxury of trying on items before purchasing, and the experience of seeing/touching stock before investing in it. Owners of retail stores also have the extra expense of a much higher building lease and overhead.