Customer Support

Please contact our customer service department with any questions or concerns at:

[email protected]

905-876-0320 (ask for Instep Online Customer Service)

1 Return/Exchange Policy
1.1 What is your return/exchange policy?

Items that are unworn, unused and in their original packaging can be returned for refund within 15 days of purchase or exchanged within 30 days of purchase. Please see our Return Policy for full details.

1.2 What if I get the size wrong?

It's okay! We offer an exchange policy within 30 days of your purchase. There are some restrictions and exclusions but, in general, as long as the item is unworn and includes all of its original packaging, we can exchange for a different size or colour. Please see our Return Policy for full details.

2 Shipping
2.1 How much is shipping?

Shipping depends on the amount of your order and whether or not oversized products are in your cart. We offer FREE in-store pickup at our Milton, Ontario location. Please see our Shipping Policy for full details.

Flat Rate Shipping*

We offer a flat rate of $14.95 for shipping of all online orders* within Canada. This is a limited time offer and is subject to change at any time. We ship with Canada Post Expedited Service (approximate delivery time from date of delivery is 1-7 business days). You will receive an order confirmation by email and a shipping confirmation email with a tracking number for your convenience. Orders typically take 1-2 business days to process in our Online Department and should ship by the end of the second business day. If you have not received an email confirming your order has shipped after 3 business days, please contact us at [email protected]. Shipping and Handling charges are non-refundable.

*Dream Duffel bags are currently excluded from the Flat Rate Shipping offer due to their oversized nature. Please contact us by email to [email protected] to get a shipping quote for your specific shipping address. Shipping Charges for these bags vary greatly by bag and shipping address.

Oversized Shipping

If you would like to place an online order for an oversized item (eg. Dream Duffel bags), please contact us by email at [email protected] for a shipping quote for your specific shipping address. Shipping Charges for these bags vary greatly by bag and shipping address. Shipping and Handling charges are non-refundable.

2.2 How fast will my order ship and by what method?

Orders will typically leave within 1-2 business days of you placing your order. Delivery times can vary between 1-7 business days (on average) once your order ships. We use Canada Post Expedited Service. Please see our Shipping Policy for full details.

2.3 I live in the United States, can I have my order shipped here?

Unfortunately no, not yet. We currently only ship within Canada but North American and worldwide shipping is coming soon!

3 Questions
3.1 I have a question, how do I contact you?

Simply email us at [email protected] and we'll reply to your email or contact you within 24 hours.

3.2 I'm looking for a product, but I don't see it on your website?

Email us at [email protected] and specify what you are looking for. We might carry the product you need in one of our retail stores but are currently not offering that particular item online. If we don't currently carry what you're looking for, just ask! We can quickly special order items from our suppliers.

4 Sizing
4.1 How do I make sure I order the right size?

Great question! Dancewear and dance shoes do not fit like regular apparel or shoes. Here are some guidelines and links to supplier size charts to help:

1. Dancewear should fit snug to the body and follow the curves and spine for a proper fit. Start with your regular clothing size but do not go up a size for growth! We suggest using the girth as an accurate fit guide.

2. Dance shoes vary in their fit depending on the discipline and manufacturer. Ballet shoes should fit snug like a sock and we often recommend starting 1-2 sizes down from your street shoe. We recommend following the supplier fit guidelines.

3. Jazz and tap shoes should fit to the end of the toes with a tiny bit of room. Dance shoes stretch so they should fit snug at first as they will loosen up.

4. It is important that tap shoes, for example, fit well. A young dancer who is learning to tap needs to be able to feel the floor with their toe taps in order to control their sounds. If a tap shoe is too big, the dancer cannot learn to tap!

Sizing Charts and Guidelines: