Below you will find answers to some frequently asked questions for both in-stock ordering and Team Ordering.
IN-STOCK ORDER FAQ
Q: I’m not sure what size I need. How do I determine my size?
A: We have very user-friendly sizing guides you can access here
Q: How long will it take to receive my order?
A: In-stock 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 the destination.
Q: I just received my order and I am not satisfied with the fit. Can I exchange for another size?
A: Yes! DNA Performance Wears accepts exchanges please read our exchange policy here.
Q: I just received my order and I don’t like it. Can I return it?
A: Unfortunately, DNA does not accept returns, but offers in-store credit. Please review our exchange policy before placing your order.
Q: My order says it was delivered but I have not received it yet. What do I do?
A: Please contact us if your order hasn’t arrived and we can create a service ticket with Canada Post to track it down.
TEAM ORDER FAQ
Q: I want to outfit my team. How do I start this process?
A: DNA offers two ways to outfit your men's or women's team! We offer Quick order garments as well as Custom order garments. DNA Quick Order offers simple online shopping to place your order with many pre-designed styles to choose from, while DNA Custom Order offers complete customization of your garment(s). Head to our Team Wear page to select the best option for your team.
Q: I want to do a DNA Custom order for my team. How do I get a quote?
A: All you need to do is fill out our Quote Request Form to start your FREE quote! Fill out this form with as much detail as possible and it will be sent directly to our design team to start working on. You will receive your quote within 3-7 business days. Revisions can be made on your quote until you are 100% satisfied!
Q: I have chosen a design from my quote! Now what do I do?
A: Great! The next step is to finalize your choice by filling out our "Finalize your Quote" form. You will also need to create a club account on our website for Custom Team Ordering. Once these steps are complete, DNA will make your custom garment available to order on our website. Access will only be given to your Club account.
Q: How do I size my athletes?
You can find our sizing guides here. DNA also offers sizing package rentals which includes garments in each size that athletes can try on. You can order a sizing package here.
Q: How do I place my order?
If you are ordering from our Quick Order garments, simply make your selections and place your order! If you are placing a DNA Custom Order you will need to log into your club account and head to the "Custom Team Ordering" page. Here you will find your custom team garments where you can place your order online.
Q: How long will it take to receive my custom order?
A: DNA Quick orders have a production time of 2-4 weeks while DNA Custom Orders have a production time of 4-6 weeks. Please keep in mind this is production time only and does not include shipping time.
Q: I need my order for a specific date. Can I rush my order?
A: DNA offers rush options that can be selected when you place your Custom Order. Quick Order garments cannot be rushed.
Q: Do you have an ordering minimum for custom orders?
A: 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!
Q: We received our team order and some athletes are not satisfied with the fit. Can we exchange them?
A: All Quick/ Custom orders are made to your specifications and are therefore final sale. Please review our sizing guides carefully, or order a sizing package. If additional items are needed, a separate order will need to be placed. Please keep in mind leotards are meant to fit snugly against the body. If an athlete is not used to this fit, or wearing a leotard with sleeves they may feel that the leotard is too tight when it is actually fitting correctly, and may just need time to adjust.
Q: What is sublimation?
A: Sublimation is a fabric printing process able to creating amazingly vivid and intricate designs without driving up the cost of your garment. For more information on this process, and to view our fabric options for sublimation printing click here.