Our most commonly asked questions…. Straight from the inquiring minds of our customers-
Do I need to pay the Rush Fee? The Rush Fee is required for orders that must ship in a week or less. Paying for Rush guarantees shipment in 2 - 4 business days. If you need something in 2 weeks or more(shipped to a US address) then I only ask that you contact me so I can schedule accordingly. This does not apply to Sale items, Fabric by the Yard and Fabric Swatches since these items ship immediately anyway. Rush service is not available for Costumes. International customers must allow for 2 weeks or more shipping time.
How do I redeem a COUPON code?
Enter the code in the coupon field on the "Your Shopping Cart" page- The box is found BELOW the "checkout" button. You may need to scroll down the page to see it. Your code must be entered in this box, it will not work if entered in the comments box. Limit one coupon per order.
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. This allows every customer to get the fabric, size and options combination they want.
You may make payment by Paypal, US Money orders, and credit card. As of July 1, 2012 credit card payments will be processed via PayPal. You do not need to have a PayPal account to use this service. Also new- If you want to pay by Money order, I will pay your Bank Fee up to $2.50. Just deduct it from the total when you purchase your Money Order.
Please contact me with any questions concerning this change. PayPal is a quick, safe way to send money online but if necessary I'll be happy to accept your credit card info by phone.
Once your order and payment are received, it is scheduled for production. Payment in full is required before work can begin. Remember, once I have cut the fabric and begun work, there are no refunds.
I'm having trouble paying with a credit card through Paypal
Once you choose Paypal/Credit card as your payment option and click “Submit Order” you will be taken to the Paypal login. You’ll see your order summary to the left and on the right Paypal account login fields, but look closely below that for a link that says ”Don’t have a PayPal Account?” Click that and the credit card form comes up. This also works for current Paypal users who just want to use a credit card.
If you have other issues- error messages or Paypal timeouts, please contact me! I can send you a Paypal invoice, or take your information over the phone and run the charges manually.
Can you make my Suit (or mummy bag, leggings, hood etc) from other fabrics?
Customers frequently ask for "special order" fabrics, in other words- a fabric that is not on our Fabrics page. I can usually accomodate these requests, as long as the fabric meets my quality and stretch requirements. Keep in mind that you will be charged extra for this service. The charge will vary depending on added fabric and shipping costs to me.
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, swatches, and Sale items ship in one to two business days. Business days are Monday thru Friday, with the exception of US Federal holidays.
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 separately. Same goes for gloves or footies!
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 was 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 I will cover all shipping expenses both ways. After all, I am human and have been known to make mistakes (and you thought I was a superhero)
If you have ordered the wrong size, color, style, etc, I may or may not let you exchange it. I cannot stress enough the importance of requesting free swatches. Fabric shades and prints can vary and can look very different in person. Bottom line is I want you to be satisfied with your purchase, and will do everything I can- within reason- to make that happen.
I have an older garment from spandexwear.com. Can I send it to you for repairs?
Yes, and that goes for other brands too! 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. For items made by spandexwear, 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. Garments from other companies must be mailed in before I can give you an estimate.
Remember- please wash and dry your suit completely before shipping- yeah I’ve been sent dirty suits, clean suits, and on one occasion, a clean but still wet suit!
