Policies - Orders, Returns, Shipping & Privacy
Order, Shipping, Returns & Privacy Policies
Questions? Contact us at Orders@Tutu.com. Our office hours are 10:00 am to 5:00 pm, Monday Through Friday, U.S. Eastern Time, however we do check emails at other times to accomodate for variations in time zones.
We accept VISA, MasterCard, Discover Card, American Express and PayPal in US dollars only. Tutu.Com does not accept cash, personal checks, business checks, money orders or purchase orders.
Tutu.Com offers free, domestic ground shipping to the 48 contiguous United States, up to $20 on orders costing $149 and up. This free option covers about 85% of orders. For very heavy orders that cost $149 or more, the first $20 of your shipping will be free. We will invoice you for any shipping amount over $20. Once shipping is paid, your order will go out.
For orders totaling less than $149, shipping charges are dependent on where you live, and the size and weight of the box or envelope. Some fabrics are quite heavy, some are not. We cannot always guess the exact shipping costs in advance, as there are so many different possible combinations of fabric, notions, rhinestones, trims, appliques, etc. Most people tend to choose the padded envelope charge since it is least expensive, which is fine, however, if your order has to go in a box (multiple yards of fabrics, bolts and rolls of fabrics, tutus, and other items that it is obvious will not fit in an envelope) then we will send you an invoice with a secure link attached for payment, of your remaining shipping BEFORE your order goes out. This does tend to slow things down a bit, so if you know your order will need to be shipped in a box, it is fastest to pick one of the box options. If you use common sense, chances are you will guess right. All orders are insured – for $50 and under, Priority Mail has automatic insurance. For more expensive orders, we add the insurance on.
We also ship Fed Ex ground, which is often less expensive for large, heavy orders, and/or orders shipping to the western states. We will check which shipping method is the least expensive for you and will choose that one, unless, of course, you have a preference, and, in that case, we will go with the method you prefer.
Base shipping rates for international orders are shown on the website for various countries. These are the BASE RATES. If your shipping cost is higher, we will invoice you through email with a secure link for payment. As with domestic orders, all international orders are insured.
For hooped classical tutus and other items that must be shipped in over-sized boxes, costs can run between $25-$80 in the continental U.S., more in some places. Occasionally, it is less expensive to ship Express rather than Priority. We will always research what is the least expensive way to safely ship your items. We will also insure costumes for their full value. This will add to the cost, but not too much. Insuring packages ensures that if it is lost, you will get your money back. All custom costumes are shipped with signature required when delivered. This is for your protection.
If you are ordering downloadable patterns, you will not be charged a shipping fee.
If your Express order is small enough to fit in a padded envelope (examples would be hooks and bars, 1-2 yards of hook and eye tape, or small quantities of Notions) then Domestic Express Shipping Base Rate Envelope at $27 is appropriate. However most of our products are too big for an Express padded envelope and must be shipped in a box. Therefore, the Domestic Express Shipping Base Rate Box of $37 is most applicable. If your order costs less to ship, we will refund the difference. If it is more, we will invoice the additional shipping costs to you through email. As with all other orders, there will be a secure link attached to the invoice in which you will be able to pay. If you prefer to pay through Paypal, that is fine, too. You will need to make payment to orders@tutu.com through Paypal. We do not send separate Paypal invoices. No orders will be shipped out without full payment of the shipping cost. We are happy to help you, but it must be done through the website, not through email.
Our shipping rates do not include any Customs Charges that may be imposed by your country's Customs regulations. Delivery may be delayed by your country's Customs regulations. The Customs Form we provide will indicate the nature and cost of the merchandise in your package. **Custom charges are not the responsibility of Tutu.com, orders will not be broken up by value.**
We strive to ship in-stock items within two Business Days after we receive your order. (This does not include custom-made items, like tutus and other costumes, which require a lead time and are shipped when completed. Also, orders which include fabric-cuts or custom-dying may require an additional time, but we will always let you know how long it will take.)
All orders are shipped FOB Charlotte, NC USA.
We strive to ship in-stock items within two Business Days after we receive your order. (This does not include custom-made items, like tutus and other costumes, which require a lead time and are shipped when completed. Also, orders which include fabric-cuts or custom-dying may require an additional time, but we will always let you know how long it will take.)
All orders are shipped FOB Charlotte, NC USA.
For all custom items, including tutus, practice tutus, plates, overlays, dresses, tunics, or any other custom piece, we look forward to talking with you. These items require specific information that will be unique to your one-of-a-kind costume. Because custom orders require custom pricing, our Tutu.Com Order Form is not suitable for these orders. After reading our Design Process FAQ, please call us at 1-704-519-4771 or email orders@tutu.com to begin the process.
For shipping most custom garments, we use USPS Express Mail with one to two-day delivery. Shipping rates for custom items will vary depending on the piece and your delivery requirements. Tutus in particular may require special handling, packaging, insurance, etc. You will be given our best estimated shipping rate when you place your custom order. Shipping will be billed when the item is ready to ship.
Custom Orders are not returnable. Please understand the importance of supplying accurate measurements. Your costume will be made to the measurements supplied by you. Because we often do not have the opportunity for in-person fittings, our costumes are made to fit as close as possible according to the measurements you provide. If alterations must be made due to changes in your measurements, or inaccurate measurements, you will incur alteration and shipping charges. However, if you need alterations, we want to help make the costume the way you envision and are happy to help.
For shipping most custom garments, we use USPS Express Mail with one to two-day delivery. Shipping rates for custom items will vary depending on the piece and your delivery requirements. Tutus in particular may require special handling, packaging, insurance, etc. You will be given our best estimated shipping rate when you place your custom order. Shipping will be billed when the item is ready to ship.
Custom Orders are not returnable. Please understand the importance of supplying accurate measurements. Your costume will be made to the measurements supplied by you. Because we often do not have the opportunity for in-person fittings, our costumes are made to fit as close as possible according to the measurements you provide. If alterations must be made due to changes in your measurements, or inaccurate measurements, you will incur alteration and shipping charges. However, if you need alterations, we want to help make the costume the way you envision and are happy to help.
We may be out of stock on an item or manufacturers may not be able to keep up with demand. Our policy is to ship in-stock items as quickly as possible, and to back order any items that are out of stock. We will contact you by telephone or email to let you know about any items on back order. At that time, you can choose whether to have the item removed from your order and receive a refund, or keep the item on backorder and have it ship separately. There may or may not be an extra shipping charge due, depending on the size and weight of the item and the distance it must be shipped. If you choose to keep something on backorder, we will let you know if there will be another shipping charge at that time. We make every effort to keep shipping charges as low as possible, but many of our items are larger and heavier, so it is not always possible.
All prices shown on these pages are in US Dollars (USD). All prices are subject to change without notice. Price changes from our suppliers may occur before we are able to change our published prices. Mistakes happen... Any errors in pricing in our advertising or on the website will not be honored.
There is no minimum order amount; however, we do have base rate shipping charges. Fabrics, trim and notions will be sold in one-yard increments.
DISCOUNTS
We love to offer our customers discounts! Shopify, our ecommerce platform, is fantastic in many ways - however their rounding system for discount codes is unique in that they calculate the discount on each line item in your order and use a round-robin system to distribute leftover pennies from cent rounding. This results in your discount appearing to be incorrect, by pennies, as a result. This is most noticeable in orders containing several different products. We would love discount orders to be rounded using order totals but this is out of our control until Shopify adjusts how they calculate discounts. We are looking for cost-effective ways around it.
Sale Discount Codes applies to Shopify Base Unit Products only. Already Discounted Bulk Pricing Options not included in sale/code. Including Bulk Product Pricing Items (any options that say "DISC" i.e. Per 50 YD Roll - 20% DISC is already discounted and is NOT included in the sale. To get your discount, choose the base quantity (i.e. "Per Yard" "Per Piece") and order as many units as you like to get a discount. Your order will be delayed if you use your coupon on already discounted items as we will have to adjust your pricing manually and contact you for the balance due.
There is no minimum order amount; however, we do have base rate shipping charges. Fabrics, trim and notions will be sold in one-yard increments.
DISCOUNTS
We love to offer our customers discounts! Shopify, our ecommerce platform, is fantastic in many ways - however their rounding system for discount codes is unique in that they calculate the discount on each line item in your order and use a round-robin system to distribute leftover pennies from cent rounding. This results in your discount appearing to be incorrect, by pennies, as a result. This is most noticeable in orders containing several different products. We would love discount orders to be rounded using order totals but this is out of our control until Shopify adjusts how they calculate discounts. We are looking for cost-effective ways around it.
Sale Discount Codes applies to Shopify Base Unit Products only. Already Discounted Bulk Pricing Options not included in sale/code. Including Bulk Product Pricing Items (any options that say "DISC" i.e. Per 50 YD Roll - 20% DISC is already discounted and is NOT included in the sale. To get your discount, choose the base quantity (i.e. "Per Yard" "Per Piece") and order as many units as you like to get a discount. Your order will be delayed if you use your coupon on already discounted items as we will have to adjust your pricing manually and contact you for the balance due.
Non-Returnable Items:
Please be sure to check your order upon receipt and let us know through email to claudia@tutu.com within seven days of receipt if anything is missing. After seven days, we can no longer honor missing items. Please email a picture of your packing slip so we can look up your order. If you find that you have received an incorrect item, OR a damaged item, we are happy to replace the item. You will need to email a picture to claudia@tutu.com of that item with an explanation of what is wrong within seven days of receipt of your order. After seven days, we can no longer send replacements. It is your responsibility to open your order promptly and check each item.
For most items, *after ten days (until one month from purchase)* we will accept returns for credit only under the following terms and conditions:
- Books, patterns, videos, CDs
- Cut fabric and other piece-goods (elastic, binding, etc.)
- Men's tights, leotards, unitards, dance-belts, dance-shorts, or other under-garments
- Women's bra-tops, trunks, thongs, body-liners, or other under-garments
- Any custom-dyed item, including dancewear, shoes, fabric, piece-goods, etc.
- Chemicals or glues, whether spray, bottle, or tube (lacquer, sizing, etc.)
- Rhinestones, rhinestone settings (findings), rhinestone strands
- Sample Cards
- Any Close-Out or Special-Sale items Any Special-Order item: items, colors, sizes, brands, or models that we do not stock and were specially-ordered for you from the manufacturer
- Any Custom and/or Made-to-Order item (tutus, bodices, jackets, costumes, leotards, headpieces, etc.) created from measurements you provided and/or other requirements you may have specified Any other item listed prior to purchase as 'not-returnable' or 'not eligible for return or exchange'
- For refunds, exchanges, or credits, you MUST EMAIL orders@tutu.com for an RA number to put on the front of the box.
- Refunds, exchanges, or credits will NOT be accepted without an RA number. (please review list of non-returnable items.)
- Refunds and exchanges must be received within 10 days of the ship-date USPS postmarked on your box when we shipped it to you. (Tutu.Com keeps USPS tracking numbers and Shipping Dates on file.)
- Your return shipping must be prepaid. We do not accept returns sent COD.
- Return shipping charges (to us) will not be refunded or credited.
- The original shipping charges (to you) will not be refunded or credited. Items must be returned in the original packaging, with all manufacturer's tags attached.
- Items must be in re-saleable condition: cannot be soiled, worn, or damaged in any way. You must include a copy of your original invoice.
- You must include a note indicating the reason for the return. It must include the name, address and phone number of the person who ordered/paid for the item(s).
- We highly suggest you ship your return with tracking information and/or delivery confirmation -we are not responsible for items lost or mishandled by your chosen shipper
- Store credits are non-transferable. There is no expiration date on store credits.
- No refunds, exchanges or credits will be processed until the returned merchandise has been received and reviewed to meet Tutu.Com's specified conditions.
Please be sure to check your order upon receipt and let us know through email to claudia@tutu.com within seven days of receipt if anything is missing. After seven days, we can no longer honor missing items. Please email a picture of your packing slip so we can look up your order. If you find that you have received an incorrect item, OR a damaged item, we are happy to replace the item. You will need to email a picture to claudia@tutu.com of that item with an explanation of what is wrong within seven days of receipt of your order. After seven days, we can no longer send replacements. It is your responsibility to open your order promptly and check each item.
For most items, *after ten days (until one month from purchase)* we will accept returns for credit only under the following terms and conditions:
- For returns for credit, you MUST EMAIL orders@tutu.com for an RA number to put on the front of the box. Returns for credit will NOT be accepted without an RA number. (please review list of non-returnable items.)
- Refunds and exchanges must be received within 30 days of the date USPS postmarked on your box when we originally sent it out. (Tutu.Com keeps USPS tracking numbers and Shipping Dates on file.) A 10% restocking fee will be charged on items returned for credit after ten days from postmark. You will be given a house credit for your item less the original shipping charge and the 10% re-stock fee. We will issue you a gift card in the amount of the credit that you will be able to use at any time on our website on a future order.
- Your return shipping must be prepaid. We do not accept returns sent COD.
- Return shipping charges (to us) will not be refunded or credited.
- The original shipping charges (to you) will not be refunded or credited.
- Items must be returned in the original packaging, with all manufacturer's tags attached. Items must be in re-saleable condition: cannot be soiled, worn, or damaged in any way.
- You must include a copy of your original invoice.
- You must include a note indicating the reason for the return.
- We highly suggest you ship your return with tracking information and/or delivery confirmation -we are not responsible for items lost or mishandled by your chosen shipper
- All gift card credits are non-transferrable and have no expiration date.
- No refunds, exchanges or credits will be processed until the returned merchandise has been received and reviewed to meet Tutu.Com's specified conditions.
- All returned items that do not meet Tutu.Com' s specified conditions will be donated to charity or otherwise disposed of-no refund, exchange or credit will be issued.
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from Tutu.com (the “Site”).
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. - “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: Communicate with you; Screen our orders for potential risk or fraud; and When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout. We use MailChimp as our email marketing platform --you can read more about how Mailchimp processes your Personal Information here: https://mailchimp.com/legal/privacy/ and https://mailchimp.com/legal/terms/. You can click the unsubscribe link in the footer of any email you receive from us to stop receiving email newsletters, or by contacting us at orders@tutu.com.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
BEHAVIOURAL ADVERTISING As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by: COMMON LINKS INCLUDE: FACEBOOK - https://www.facebook.com/settings/?tab=ads GOOGLE - https://www.google.com/settings/ads/anonymous BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
CONTACT US For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at orders@tutu.com or by mail using the details provided below:
PO Box 472287, Charlotte, NC, 28247, United States
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps. - “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: Communicate with you; Screen our orders for potential risk or fraud; and When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site--you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout. We use MailChimp as our email marketing platform --you can read more about how Mailchimp processes your Personal Information here: https://mailchimp.com/legal/privacy/ and https://mailchimp.com/legal/terms/. You can click the unsubscribe link in the footer of any email you receive from us to stop receiving email newsletters, or by contacting us at orders@tutu.com.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
BEHAVIOURAL ADVERTISING As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by: COMMON LINKS INCLUDE: FACEBOOK - https://www.facebook.com/settings/?tab=ads GOOGLE - https://www.google.com/settings/ads/anonymous BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
CONTACT US For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at orders@tutu.com or by mail using the details provided below:
PO Box 472287, Charlotte, NC, 28247, United States