IS FIVE DANCEWEAR STILL SHIPPING ORDERS?
Yes, we are! We will continue to fulfill all orders placed, and while we always keep a clean and sanitary environment, extra sanitary precautions are being taken in our fulfillment center.
ARE YOUR OFFICE HOURS STILL IN PLACE?
Due to COVID-19, we are taking precautionary measures to ensure the safety of our employees and the prevention of spread. Our customer service team will be working remotely and answering emails only. If you need assistance, please send an email to email@example.com for a guaranteed response. Our customer service team will do our best to respond within our usual one-business day timeframe (please keep in mind that business days exclude weekends/holidays) .
As we will not be in the office, we will be unable to answer your voicemails quickly. Please email us for a guaranteed response.
CAN I GET COVID-19 FROM MY PACKAGE/SHIPPED ORDER?
According to the CDC’s website: “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from food products or packaging that are shipped over a period of days or weeks at ambient. . . temperatures.” Shipped packages should be safe, but as always, it is recommended that you wash your hands after coming in contact with surfaces of concern.
DO YOU HAVE A PHYSICAL RETAIL STORE?
We do not currently have a storefront location. However, there are stores throughout the country that carry our line. Please firstname.lastname@example.org with your city and state, and we can let you know if there are any stores near you.
WHERE IS FIVE DANCEWEAR APPAREL MADE?
Everything from Five Dancewear is proudly manufactured in the fabulous USA.
HOW DO I CARE FOR MY FIVE DANCEWEAR?
We love fabric softener but dancewear does not! Machine wash delicate or hand wash cool, remove promptly and hang to dry. We highly recommend using light detergent and hand washing for greater longevity.
WHAT IS THE FABRIC CONTENT?
All fabrics consist of variations of nylon, spandex, and/or supplex. Every leo is fully lined and made with the highest quality of fabric and designed to stretch and mold to the body.
WHAT IS YOUR RETURN POLICY? HOW LONG DO I HAVE TO MAKE A RETURN?
Our return policy lasts 14 days from the delivery date of your purchase. Return instructions are provided with your order on the backside of the packing slip enclosed with your items. For US customers, returns can be located by clicking on the Returns tab (Info>Returns) on our website.
You will receive an email with the return label and exact instructions to return. Print off the prepaid label and affix it to the return package.
Once your return has been delivered to our facility, your return/exchange may take up to 3-5 business to process, although often processed more quickly. International customers have specific instructions enclosed with their package as we currently do not provide international return labels.
To be eligible for a return, your item must be unused and in the original condition that you received it. Tags must still be attached. Five Dancewear reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received. To complete your return, see the Return Form provided (on the backside of your packing slip).
WHAT IS A BUSINESS DAY?
Monday, Tuesday, Wednesday, Thursday, and Friday are considered to be Business Days.
Please note that Business Days exclude any holidays that may land on the days listed above.
HOW DO I GO ABOUT AN EXCHANGE?
Items purchased from Five Dancewear are eligible for a REFUND or EXCHANGE if returned within 14 days of delivery date.
For US customers, visit the Returns Portal to begin the guided return process. If you are within the 14 days you will be able to select the Exchange option. Items may be exchanged for another size of the same style. Exchange requests must be for the same style. If you would like to exchange for another style, please return for refund or store credit and repurchase your desired style. If the item requested is out of stock, you will be issued a store credit in the form of e-gift card.
Once your return has been delivered to our facility, your exchange may take up to 3-5 business to process, although often processed more quickly. Return labels are free on exchanges for US customers.
Email email@example.com for any additional questions.
I PURCHASED DURING A PROMOTIONAL SALE. CAN I STILL GET THE DISCOUNT IF I RETURN THE ITEMS?
Discount codes can only be accessed during the timeframe of the sale. If you are unsure on sizing, we recommend purchasing two sizes and returning the one that doesn't work out since we are unable to extend discount codes beyond the sale timeframe. Please keep in mind that our return policy is 14 days for refund, and 30 days for store credit.
I WOULD LIKE TO RETURN SOMETHING FOR A REFUND BUT THE CARD I USED TO MAKE THE PURCHASE IS NO LONGER ACTIVE. WHAT SHOULD I DO?
We will refund the original card as banks will reroute the refund on their end. If the card is expired or cancelled, your new card will be credited with the refund. In the rare case that you don't have a new card, the bank will usually send the refund to your bank account or contact you directly.
In the worst case that the bank doesn’t know what to do or how to contact you, they will contact us and we will happily work out an arrangement with you!
CAN I RETURN ITEMS THAT WERE PURCHASED ON SALE?
If they were purchased during a promotional sale, then yes! If item is purchased from the SALE section on the website and/or marked*Final Sale! Return for Exchange or In-Store Credit ONLY* then it can only be returned for an exchange or in-store credit as stated.
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
Claims for damaged or faulty items must be reported within 15 days of receiving your items to ensure proper credit. Please notify our customer service team by emailing a photo firstname.lastname@example.org along with the style name. They will respond within 1-2 business days to take care of you!
MY ORDER DIDN'T GET TO ME UNTIL RECENTLY AND I MISSED THE 14-DAY WINDOW, AM I OUT OF LUCK?
Absolutely not! Exceptions can be made in instances such as this where our fulfillment service takes longer than usual to deliver your package. Simply contact us and we’ll be happy to help!
I PICKED STORE CREDIT AS MY REFUND METHOD, BUT I LOST THE CODE, CAN YOU HELP?
Yes! We keep a record of any gift card that is issued as store credit and can resend or recreate the code as needed, simply contact us.
I WAS SENT THE WRONG ITEM; HOW DO I GET THE RIGHT ONE?
Please notify our customer service team by email@example.com with a photo of the incorrect item you received. They will respond within 1-2 business days to take care of you!
HOW LONG DOES SHIPPING TAKE?
Five Dancewear is committed to processing orders promptly and we do our best to ship in-stock items within 1-3 business days after an order is placed, although most often shipped within one business day. Orders will take an additional 2-4 business days for delivery based on location using the standard shipping method. All standard packages are shipped via USPS Priority Mail.
Please note that Saturday and Sunday are not considered to be business days in all locations and you may or may not receive deliveries on said days depending on your location. Shipping costs are nonrefundable.
*New Releases, the Holiday rush, Black Friday + other sales may delay this process during higher order volumes.*
HOW LONG WILL IT TAKE IF I EXPEDITE MY ORDER?
Expedited shipping options are available. Orders placed before 9am MST will ship same-day. If orders are placed after 9am MST will ship the next business day. All other orders will likely ship next day. Please note that expedited orders may or may not deliver on Saturdays and Sundays depending on your location. Shipping costs are nonrefundable.
I NOTICED THE SHIPPING ADDRESS I ENTERED WHEN PLACING MY ORDER IS INCORRECT. WHAT SHOULD I DO?
If you have not yet received a shipping confirmation email stating that your order has shipped, please firstname.lastname@example.org immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number + correct shipping address in the body of the email.
If you have already received an email stating that your order has shipped, please check the tracking number in the email to see which courier was used to ship the package. Call your local office of the courier, give them your tracking number, and let them know the correct address of where you would like the package delivered. Unfortunately couriers don’t allow us (the sender) to make any changes after we have shipped your package.
DOES FIVE DANCEWEAR SHIP INTERNATIONALLY? HOW LONG DOES IT TAKE?
We sure do!Orders outside the USA are shipped via USPS Priority Mail International or DHL. International shipping typically takes 4-7 days, but can take up to 1-2 weeks depending on customs. International packages are shipped out with duties and taxes unpaid. Five Dancewear does not collect duties and/or taxes. Additionally, we cannot determine what the charges may be if any. We recommend contacting your local customs office regarding your country's custom policies before placing an order.
Local post offices may charge the recipient duty, taxes, and/or brokerage fees at time of delivery in the local currency. The recipient is responsible for all duties, taxes, and customs fees of the package.
Shipping time and estimated delivery dates can vary depending on location and package size. If there are any delays in receiving your package, we recommend contacting your local customs office as most undelivered packages are being held there.
I PLACED MY ORDER BUT DIDN'T RECEIVE AN ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO?
First check your spam/junk folder for the confirmation email. If it’s not there, then try adding email@example.com to your email address book and check/search again. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please email us at firstname.lastname@example.org with the name in which you purchased + approximate time of order, and tell us the email address where you would like the order confirmation sent. We will check to see if the order didn't go through or if the email address was simply entered incorrectly at checkout.
I TRIED MAKING A PURCHASE BUT THE ORDER DIDN'T GO THROUGH, BUT I SEE A PENDING CHARGE ON MY ACCOUNT. WHAT DOES THIS MEAN?
Purchases that are not processed due to a credit card declining because of credit limit, invalid zip code or invalid CVC number may still show up on your account as a pending charge. This charge however should drop off your account within a couple of days before any money is taken out of your account.
WHAT DO I DO IF AN ITEM SHRUNK OR THE COLORING CHANGED WHEN I WASHED IT?
Due to the fact that we can't verify if the item washing instructions were followed; once an item has been washed it is ineligible to return for a refund. We recommend checking all items for specific washing instructions (hand-wash items should be washed by hand, never machine washed) before washing.
HOW LONG DOES IT TAKE FOR ME TO RECEIVE A REFUND?
You will receive the funds from the refund in your account approximately 3-5 business days after the date on which the refund is initiated. (This is an aspect of how the banking system works and is out of our control.) Note that refunds may appear in the form of a reversal and can only be refunded to the original form of payment. In the case of a reversal, the original payment may drop off of your bank statement, and a separate credit may not necessarily be issued.
ANY OTHER CONCERNS?
Please let us know how we can help! Email us at email@example.com with any questions.
MY PACKAGE WAS STOLEN, WHAT SHOULD I DO?
We recommend contacting your local authorities immediately. Five Dancewear is not responsible for stolen packages.