Our most commonly asked questions... Straight from the inquiring minds of our customers!
How does the order and payment process work?
When you place an order with spandexwear.com, you are purchasing a garment made specifically for you. I cut and sew each item individually to order- nothing is mass produced. I don't have pre-made stock on hand other than those items on the Sale page. This allows every customer to get the fabric, size, and options combination they want.
Once your order is received, it is scheduled for production. Payment in full is required before work can begin, but your account will not be charged immediately. I have a couple of reasons for this. 1- Order turnaround can be several weeks, and most people don’t like to pay that far ahead of receiving their order. 2- It allows you time to make changes- I understand that it can be hard to decide between all of those options, so if you have second thoughts or forgot something, you have a week or two to let me know. Remember, once I have cut the fabric and begun work, there are no refunds.
How long will it take to get my order?
Order turnaround varies with item and time of year. Since orders come in faster than I can sew them, most items take 3 – 4 weeks. Smaller pieces can go out more quickly, custom costumes can take as long as 2 or 3 months. During the Halloween season (Aug- Oct) I am booked up much further ahead. Check the home page for special cut off dates.
Rush Orders ship in 2 – 4 business days. Fabric by the Yard and Sale items ship immediately.
Please try to plan ahead and always inform me of any special due date you have in mind.
Is it possible to order a Full Body Suit without a hood or with a separate hood?
Yes. The shopping cart does not let us subtract options, so the solution is to order a Torso Suit with the Added Feet and Added Gloves options. If a separate Hood is desired, that can be purchased- well- separately. Same goes for gloves or footies!
I was in the middle of ordering a Suit, but went back to change something and now I can’t see all of the options!
When configuring a suit garment, please use the "go back" and "modify" links within the shopping cart rather than your browser's back button. The Sizing, Fabric, Custom Fit and quantity choices should appear before any additional options. If you still don't see them, go back to the starting point and try clearing your browser’s cache before proceeding.
Do you ship outside the USA?
Yes! I can ship virtually anywhere in the world. Shipping costs vary with weight and destination, but exact charges are always visible before your order is finalized.
I have still my username and password from your old site. Why won’t it work here?
The old username and password was universal, and only needed to view the old “Library” section. The new site allows you to create an account with your own unique username and password. You can use your account to check order status, track your order, view order history, even create a wishlist!
I logged into my account, but can’t see my order history from before September, 2007.
Orders placed through the old website are not included in the new website database. If you need information about older orders, contact me directly. Please include your name and if possible, approximate order date.
I received my order but there is a problem. Can I return it?
Yes- Every item I ship is guaranteed against defects in materials and workmanship under normal wear. Custom Fit is also guaranteed. (see About Custom Fit for more info) You must contact me immediately upon receipt of the order and I will send instructions for return. Keep in mind that I can tell if a zipper broke because it was defective, or if someone applied too much force, so please be truthful. Believe me, I’ve seen it all, and I understand things happen.
The item will be inspected and either repaired or replaced at my discretion. If the problem is my responsibility- after all, I am human and have been known to make mistakes (and you thought I was a superhero) I will cover shipping all expenses both ways.
If you have ordered the wrong size, color, style, etc, I may or may not let you exchange it. Bottom line is I want you to be satisfied with your purchase, and will do everything I can to make that happen.
I have an older garment from spandexwear.com. Can I send it to you for repairs?
Yes, I’ve seen many “well loved” suits come back for minor touchups, sometimes after many years of use. Contact me with a description of the problem. I will estimate the cost of repair and give instructions for shipping it to me. Once I see the garment I will give the final cost with shipping and instructions for payment. In some cases the price may change, but for the most part I can give you an accurate cost up front. After all, a zipper is a zipper.
Please- always clean and dry your suit completely before shipping. I will not work on a soiled smelly garment. I’ve gotten dirty suits, clean suits, and even clean but still wet suits in the mail! Not recommended if you want it repaired and returned.
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