Below you will find answers to some frequently asked questions for both online ordering and club/custom ordering. Please read through carefully and if you still have questions, email us at firstname.lastname@example.org
1. I’m not sure what size I need. How do I determine my size?
We have a very user-friendly sizing chart you can access here
2. How long will it take to receive my order?
Online orders ship out on Monday, Wednesday or Friday via Canada Post. Shipping in Canada can take 2-7 business days and shipping internationally can take anywhere from 7-30 business days depending on your destination. If shipping internationally, please allow extra time to account for possible delays at customs. DNA is not responsible for duties and taxes for international orders.
3. I just received my order and it doesn’t fit. Can I exchange?
Yes! DNA Performance Wears allows exchanges up to 14 calendar days from the day you received your order provided we have the size you need in-stock, the item hasn’t been worn, the tags are still attached and you have a receipt. Customers are responsible for all shipping charges associated with an exchange. All sale items and custom orders are final sale and therefore cannot be exchanged. Please review our exchange policy before placing your order.
4. I just received my order and I don’t like it. Can I return it?
Unfortunately, DNA does not accept returns. We can allow exchanges or in-store credit provided the information above is applied. Please review our exchange policy before placing your order.
5. My order says it was delivered but I have not received it yet.
Please contact us if your order hasn’t arrived and we can create a service ticket with Canada Post to track it down.
1. I want to design a custom leotard for competition. How do I start this process?
Great! We first recommend to go to our design page where you can view the many designs we offer as well as view our NEW Catalog! Once you have found the design you love, email that and any other ideas you may have to email@example.com. From there we will work with our graphic designers to come up with some quotes for you to choose from.
2. I have picked a design! What do I do?
If you have selected a design through the quotes we have sent you, all you need to do next is select your fabric base and submit to have your design finalized. Please reference your design # and fabric when finalizing.
3. I would like to order my custom design. How do I do this?
Once you have finalized a design with DNA, you can submit a club/custom order form to firstname.lastname@example.org . Please read through DNA’s ordering policies carefully, fill in all the required information including your club shipping address, design number (as stated on your quote) and your sizes and quantities. An invoice will follow shortly after and once payment is made on that invoice, your order will go into queue.
4. Do you have an ordering minimum for club designs?
No! One of the many amazing things about DNA is that we do not require an ordering minimum! So, when you have someone join your team late or an athlete goes through a growth spurt over night, rest easy knowing you can submit an order for 1 leotard if you need!
5. What is the $30.00 processing fee and is it charged on every order?
Because DNA doesn’t have an ordering minimum, we have implemented a $30.00 processing fee that is added to every club/custom order, no matter the quantity of leotards being ordered. This fee accounts for the administrative, designing and ordering steps involved in processing a club order.
6. Is there a wait time to receive my custom order?
Yes. All custom/club orders are subject to an estimated 6-8-week production period from time of payment with the option to rush. All rush requests are upon approval. Your request to rush may be denied depending on our work load. It is best to get your order in well before you need your leotards for competitions, pictures, etc. Please note that these timelines are estimations only and many things can occur that are out of our control that can delay your production time. If you have a specific date you need your custom order by, you can let us know but DNA makes no guarantees that these deadlines will be met.
7. How long will it take to have my order shipped to me?
All orders are shipped expedited via Canada Post and can take anywhere from 2-7 business days in Canada depending on your destination. All orders shipped to the U.S can take 7-14 business day but please allow extra time to account for possible delays at customs.
8. Is there a difference between production time and shipping time?
Yes. Production time is how long it takes to produce your order while shipping time is how long it takes for Canada Post to deliver it to you. Please account for both times when placing your order.
9. We received our club order and some leotards don’t fit. Can we exchange them?
All club/custom orders are final sale and therefore cannot be exchanged. Please review our sizing chart carefully, ask questions about sizing and/or order a sizing package to avoid this issue. If some leotards do not fit, a separate club order will need to be submitted.
10. What is sublimation?
Sublimation is a special fabric printing process that uses ink, heat and pressure to transfer ink directly into the polyester fabric. If you are considering a sublimated design it is required to read through our sublimation information section