If you read through the section relating to your question and are still not sure of the answer, ask us! Our Fitters are here to help. Feel free to send them an email with any questions about orders, products, our website, or the brand in general. Or send feedback! We’d love to hear from you: [email protected].
- UNITED STATES SHIPPING
- INTERNATIONAL SHIPPING
- MY ACCOUNT
- POINTE SHOE FITTINGS
- ORDERS & ORDERING
- RETURNS & EXCHANGES
- OUR PRODUCTS
- POINTE SHOE FAQ
- LOYALTY PROGRAM
Where does Gaynor Minden ship?
We ship all over the world from our warehouses in the United States and Europe, but because of import duties and taxes it is often easier for customers outside of the U.S. and E.U. to purchase from a local retailer. To find a store near you, please use our Store Locator.
When will my order arrive?
The average processing time for in stock items is currently 5-10 business days. Backordered and made-to-order shoes can take up to 6 weeks, even if you have requested and expedited shipping method. If your item is backordered beyond 10 business days, you will receive an email from one of our Fitters with more details. Ship carriers are still experiencing some additional delays. Thank you for your patience!
What about backordered items?
Your entire order will ship together in one shipment. If you place an order for a backordered item or made-to-order shoes, your entire order will ship only once all items are ready. If you’d like to split your shipment to send items that are in-stock right away, please email us at [email protected] and we can help you! Split shipments will incur an additional shipping charge.
I’m having problems with the tracking.
Sorry about that! Occasionally, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us at [email protected]. We can give you the inside info.
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email [email protected] or call 212-929-0087 ext. 1 as quickly as possible.
I have a question and I want to talk to a person about it.
We’ve got people who are happy to speak with you! To ask anything and get a personal reply, you can reach us in one of these ways:
- Email: [email protected]
- Phone: 212-929-0087 ext. 1
- LiveChat in the bottom left hand corner of your screen
Tell me about shipping in the United States.
We currently offer one shipping speed in the United States: Standard. The cost is $15.00 for orders under $175.00. Standard shipping is free when when your order total is $175 or greater.
What about Alaska, Hawaii, and Puerto Rico?
We currently offer one shipping speed in these areas: Standard. The cost is $15.00 for orders under $175.00. Standard shipping is free when your order total is $175 or greater (after coupon application).
Do you ship to P.O. Boxes?
No, please provide a residential or business address.
Tell me about shipping to Europe.
We offer standard shipping to Europe. The cost will vary based on how much you are ordering, starting at €15. Standard shipping is free when when your order total is €200 or greater. Shipping to Europe is fulfilled via UPS.
Tell me about shipping to Australia.
We offer standard shipping to Australia. The cost will vary based on how much you are ordering, starting at $40 AUD. Standard shipping is free when when your order total is $275 AUD or greater. Shipping to Australia is fulfilled via DHL.
Tell me about shipping to Canada.
We offer standard shipping to Canada. The cost will vary based on how much you are ordering, starting at $35 CAD. Standard shipping is free when when your order total is $275 CAD or greater. Shipping to Canada is fulfilled via DHL.
You’ll see the total cost of your order (NOT including duties and taxes) during checkout. Your payment method will be charged in Canadian Dollars (CAD) according to those charges.
Do you ship to Canadian P.O. Boxes?
No, please provide a residential or business address.
Tell me about shipping to other locations outside the United States.
We offer International shipping via UPS and DHL, which can take anywhere from a few days to a few weeks depending on your location. Price will vary based on how much you are ordering.
You’ll see the total cost of your order (NOT including duties and taxes) during checkout. Your payment method will be charged in U.S. Dollars (USD) according to those charges.
Live in Brazil?
Please enter your CPF number in the Order Notes box at checkout.
Live in the United Kingdom?
Sadly, we are no longer able to ship to the UK due to Brexit-related regulatory changes. Fortunately, there are many authorized Gaynor Minden retailers in the UK to choose from. Please use our Store Locator to find a store near you!
Live in Russia?
Unfortunately, we are no longer able to ship to Russia as it has become increasingly unreliable for us to guarantee timely and cost efficient delivery. Please contact our local distributor, Ballet Балет Shop, to purchase Gaynor Minden items in Russia.
Are taxes and duties included in my order total?
If your order is shipping to the E.U., VAT is included in your order total.
If you live elsewhere, your order is subject to duties, taxes, or related fees. You’ll be charged when your package arrives at Customs in your country. If a package is refused, as a result of not paying import duties/fees, it will be returned to us. A returned package fee will be deducted from the refunded order amount ($50, €50, 70 AUD, 65 CAD). Orders under this value become ineligible for refunds.
How can I change the country (currency) I am shopping in?
You can adjust the currency by changing your selection in the currency menu, located in the upper right hand corner of the screen. Entering a shipping address on the checkout page will also adjust your currency selection. If your order is shipping to the E.U. prices will be displayed in Euros. If your order is shipping to Canada prices will be displayed in Canadian Dollars. If your order is shipping to Australia prices will be displayed in Australian Dollars. If you order is shipping anywhere else, prices will be displayed in U.S. Dollars.
When will my credit card be charged?
Your credit card will be charged as soon as your order is placed. Any adjustments to an order after submission may result in additional financial transactions.
Can I remove a saved payment method?
Of course! You can make this change on your Account page.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, and Discover credit cards or debit cards. We also accept PayPal and ApplePay.
Why is there a foreign transaction fee on my bank statement alongside my Gaynor Minden purchase?
When purchasing from our website, you are buying from Gaynor Minden’s Dutch entity. On rare occasions, we have heard that some banks outside of the Netherlands charge a small foreign transaction fee for transactions within a Dutch company. Unfortunately Gaynor Minden can not control or compensate for these fees. Please contact your bank if you need additional information.
What can I do if my payment is declined?
Oh no! Check these three things if your payment didn’t go through:
- Make sure your card’s billing details (such as the security code and billing address) match what you’ve entered into our system exactly.
- Has your card expired?
- Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before calling us or trying your card again.
If none of these apply, please contact us at [email protected]. We’re happy to help!
How do I make an account?
Good news! An account is automatically created for you using the billing email address and the password you enter at the end of the billing section. If you are returning to the website after a purchase, you can use that information (email + password) to login either on the My Account page, or from the checkout page.
How do I know if I have an account?
If you have purchased anything from our website after May 2015, you have an account. You can login using your email address and password you entered at checkout.
I forgot my password.
Oops, that happens to all of us! If you don’t remember your password and need to reset it, click on the My Account icon located at the top right corner of this page, and then click on “Forgot your Password?”.
You will then receive an email with instructions to reset your password. Please be patient — it may take several minutes for the email to arrive! If you click “Forgot your Password?” more than once, only the link in the most recent email will work.
P.S. If you enter an email address to reset a forgotten password and get an invalid email error message, that means we do not have an account associated with the email address you are entering! Please double check your spelling, or if you’re absolutely positive you have an account, try a different email address (make sure you’re using the email address you entered in the billing email field when you made your prior purchase).
Do I have to create an account to make a purchase?
At this time, yes.
I’m not sure of my size, can someone help?
Of course! We have a dedicated team of Fittings Specialists available to assist you. We offer virtual fittings online as well as in person fittings at our New York City boutique. Book your fitting appointments here.
Are fittings free?
Yes! Both virtual and in person fittings are FREE.
How do virtual fittings work?
First, book your appointment here. Our team is in high demand — if you don’t see any immediate openings it probably means that we are fully booked for the current week. After selecting an appointment day and time you will receive a confirmation email containing a Zoom link. During your 30 minute appointment, your Fitting Specialist will start by looking at your bare feet and current pointe shoes (if any). We encourage you to share as much feedback as possible regarding your wants and needs. After all relevant information has been discussed, we will send our recommendation(s) to the email address used to book your appointment. No purchase is necessary. If you prefer to shop locally, check out our store locator to find a retailer near you.
What time zone am I booking an appointment in?
Appointment times are displayed in your local time zone. If you are traveling to New York City for an appointment in the boutique, please convert the appointment from your local time to US Eastern time.
What do I need with me during a fitting?
Virtual fittings are conducted through Zoom. A phone, tablet, or computer with a working camera and audio are necessary. Please keep your recent shoes nearby (if any), along with your preferred fitting accessories (spacers, toe pads, etc.). Positioning yourself on hardwood or tile flooring is best. While demonstrating on pointe, a counter or chair is useful for support.
Can my parent or teacher join the fitting?
Absolutely. Parents and teachers are always welcome. For virtual fittings we require that dancers under the age of 15 have an adult present (either in the same room or in the Zoom call).
Am I obligated to purchase after the fitting?
No, there is never an obligation to purchase.
Help! I’m having trouble placing an order.
If you’re having trouble entering information at checkout, please clear your cache/cookies/browser history, re-start your browser, and try your transaction again.
If you are still having trouble, please either email [email protected] or call 212-929-0087 ext. 1. We’re happy to take your order by phone or email, and additionally we will need to gather some more information from you to help troubleshoot any problems on the site.
Help! The special I used to be able to order on the website isn’t available anymore.
Some special orders require a little further handling! If the option you’re looking for isn’t available on the website, we ask that you please email us at [email protected] so we can help you with your shoes.
How can I change or cancel an order?
Please email us at [email protected] as soon as possible if you would like to cancel or change your order, and we’ll do our best to process your request.
I’ve been told my order was cancelled, but I’m still seeing a charge on my bank statement.
Pending charges can take up to 5 business days for your bank to clear. If you’re still seeing a charge from Gaynor Minden more than 7 days after you cancelled your order, please contact us.
How can I check the status of my order?
It is best to email [email protected] to check the status of an existing order. If your order is labeled as “Completed” we have received it and payment has processed. In your account the order status will be updated to “Shipped” when your package begins transit. At this time you will receive an email with tracking information.
Can I use multiple coupon codes at checkout?
You can use one coupon code per order.
Can I combine a coupon code with a sale or promotion?
You can use a coupon code along with our “free ground shipping in the U.S.” offer as long as your order total is greater than $175 after the coupon has been applied. Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate coupon code. If you’re having trouble using a coupon code, please email us at [email protected].
How do I place a return or exchange?
We’re sorry you didn’t love your Gaynor Minden item. Please reach out to [email protected] with your order number and the products you’d like to exchange or return, and we’ll take care of the rest.
Help! I can’t find my return slip.
Don’t worry — if you’ve ordered directly through us (by phone or email, online at dancer.com, or in our boutique) we have a record of your purchase! Just reach out to [email protected] and we’ll help you place your return or exchange.
What’s your return policy?
We will gladly accept returns for exchanges or refunds for products purchased directly from us as long as they are spotlessly clean and in new condition. Special orders and shoes that have been scuffed, danced in, had ribbons or elastic attached, or have had the ends of the drawstring pulled through will not be accepted. Additionally, any item where “This item is final sale” shows once you’ve selected your size and color is final sale and not returnable.
Items returned for a refund must be received at Gaynor Minden within 30 days of the date they were received. Exchanges may be made within 60 days of the date you received your items. If you have coordinated the shipping on a return, always use a carrier/service that provides tracking information. We are not responsible for lost returning parcels.
You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.
How long does it take to process a refund?
Credit card refunds can take 5-10 business days from the time we process the refund to appear on your statement.
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, we apologize! Please contact us at [email protected] and we’ll be sure to get you the Gaynor Minden item you ordered.
What if I have concerns about a manufacturing issue?
While Gaynor Minden pointe shoes do last longer than other pointe shoes, even our shoes don’t last forever. If you have concerns about a manufacturing issue, please contact the original place of purchase first, who can then connect with us. Regardless of when purchased, shoes that are older than two years are not eligible for replacement, although we are happy to work with you to find a solution.
How are Gaynor Minden products different from those of other brands?
Our products reflect our belief that dancers are athletes as well as artists, who deserve the absolute best items to support the work they demand of their bodies. They are designed by people who know what dance demands because they were once dancers themselves. They represent fun and freedom, and are often the result of recommendations from the best dancers (and some of the coolest people) on the planet.
When is the next product launching?
We launch new products throughout the year — join our email list to get the latest updates.
Why isn’t a certain product available at my local dance store?
If your local Gaynor Minden retailer doesn’t carry the product you’re looking for, ask them for it! Often, stores carry what they think their clients want. If you don’t tell them that they’re missing something you want to purchase, they’ll never know! All authorized retailers have the ability to order any product that we offer.
Alternately, you can purchase any item we make directly from dancer.com (see above for information about international shipping).
How can I find out more information about a product?
You can learn all about our non-pointe shoe items on their individual product pages!
What size should I order?
The best way to figure out what size you should order is with measurements! Check out our sizing chart. They’re super helpful.
How long will it take to get my products?
Once you place your order, allow 1-2 business days for us to process. If your item is in stock your order should ship out within 1-2 business days. How long it takes after that depends on the shipping method you selected.
If you ordered shoes and they are backordered, made-to-order, or a special order, they can take from 4-5 weeks to ship. This time frame applies even if you’ve selected an expedited shipping method. If one of these scenarios applies to your order, we will send you an email regarding the current wait time.
Watch for emails from [email protected] in the first few days after placing your order (and to check your spam folder to ensure they haven’t landed there!). If we have a question about your order and are unable to reach you, your order might be canceled.
I need my shoes faster than your current backorder time. What should I do?
If your shoes are not a special order, we highly suggest calling your local store(s) to see if they have your size in stock. Don’t know where your closest store is? Check out our store locator.
If you do need a special order size, or if you’ve already tried your local store, give us a call or email [email protected]. We may be able to recommend a similar size that is in stock and available.
We cannot usually accommodate rush requests. However, if you know that you need shoes by a certain date (ex: a performance or audition) please let us know that when you place your order and we will do our best to get you shoes!
What if I don’t know my pointe shoe size?
If you’re new to Gaynor Minden, welcome! We’re so excited you want to try our fabulous shoes. The best way to find out your Gaynor Minden size is to be fit by an experienced fitter. We offer in person fittings at our New York City boutique, virtual fittings through Zoom, and we have a dedicated authorized partner stores all over the world. Find an authorized retailer here.
Can’t find a store near you? Our expert pointe shoe fitters are available for virtual appointments. Click here to schedule a virtual pointe shoe fitting!
If you’re currently wearing Gaynor Minden pointe shoes, you can find your size stamped on the inside of your shoe.
Can I sell Gaynor Minden products on my website?
Your purchase of Gaynor Minden products from our website is only for your personal use. If you’re interested in opening a wholesale account, please email [email protected].
I have a question about a product and want to talk to a person about it.
Happy to help! To ask anything and get a personal reply, you can reach us in one of these ways:
- Email: [email protected]
- Phone: 212-929-0087 ext. 1
Is the boutique open?
Yes! The Gaynor Minden boutique is open by appointment only. Please schedule your pointe shoe fitting, personal shopping experience, or pickup time in advance. Click here to schedule!
Tell me about your boutique.
Our boutique is located at 140 West 16th Street (between 6th and 7th Aves) in New York City. It’s in a historic brownstone building, so you won’t see a sign out front. But don’t worry — you’re in the right place! Walk through the front gated doors (they’re open) and buzz Gaynor Minden.
Do I need an appointment to visit?
Yes. We ask that you make an appointment for all in person services. We offer appointments for pointe shoe fittings, shopping, and pickups. Appointment availability changes frequently, so check back often! Click here to schedule!
Do you charge for fitting appointments?
No. Pointe shoe fittings are always free!
What types of payment do you accept in the boutique?
We accept many forms of payment, including: cash, Visa, MasterCard, American Express, Discover, and Diner’s Club credit cards or debit cards. We process payments in USD.
Do you stock every Gaynor Minden item in the boutique?
We stock our most popular styles and pointe shoe sizes at our boutique. If you know exactly what you’re looking for, please write to [email protected] or use LiveChat to make sure it’s in stock before planning your visit.
How do you choose your GM Muses/Artists/Icons?
Each year, we conduct an international search to find our Muses. We look for highly dedicated young dancers (ages 14 and up, includes students, second company members, trainees, and apprentices), who wear Gaynor Minden pointe shoes exclusively, and are active on Instagram.
Other ambassadors come to our attention in a number of ways. Gaynor Minden Artists are well-established Principals and Soloists at companies around the world, and their agreement with us has a social media obligation. Gaynor Minden Icons are world-renowned Principal dancers at some of the world’s best companies.
I want to be a GM Muse/Artist/Icon. What do I do?
Wonderful! We love meeting new, talented dancers who are committed to our brand.
- Muses: Click here for the most up-to-date application information. Make sure you’re following @gaynorminden on Instagram.
- Artists or Icons: Please email [email protected] with your full name, age, Instagram account, headshot and dance shot, as well as dance resume, current company, and rank.
How do I know if I was accepted?
GM Muses who have started the application process will be notified of their status via email at each round.
We respond to all other inquiries as quickly as possible, but only sign new Artists in July of each year. We take into account not just the talents and accomplishments of each dancer, but also her company, geographical location, and number of followers in the dance world.
The Gaynor Minden Pointes Loyalty Program is a free rewards program offered by Gaynor Minden. It is available to customers worldwide. You must be 16 years or older to participate. Minors must obtain a parent or legal guardian’s consent prior to participation.
Gaynor Minden may, in its sole discretion, alter, limit, or modify any of the Pointes rules, levels, regulations, benefits, eligibility, or any other feature at any time. Gaynor Minden may also terminate any tier or Pointes rewards at any time without prior notice except as expressly set out in these Terms or required by applicable law. If at any time Gaynor Minden changes, terminates, or edits the Tiers and/or Pointes rules, the program guidelines will be updated on dancer.com. Continuing to participate in the Loyalty Program is your agreement to the updated terms and conditions.
Gaynor Minden reserves the rights to offer bonus Pointes to any Rewards Program member at any time.
Gaynor Minden reserves the right to run promotions that affect the Pointes and Tiers of the Loyalty program. Any promotions are at the sole discretion of Gaynor Minden.
Pointes themselves have no cash value and can only be redeemed toward discounts on dancer.com. Gaynor Minden may, in sole discretion, allow Pointes to be redeemed for other benefits or items of merchandise from time to time. However, Pointes are never redeemable for cash, gift cards, or e-gift cards.
Pointes will expire after 12 months of being applied to the member account without exception.
Gaynor Minden reserves the right to exclude individuals from the Loyalty Program or remove individuals from the Loyalty Program. Any abuse, manipulation, or “gaming” of the Loyalty Program or its rules as determined by Gaynor Minden or failure to follow the terms may result in permanent removal from the Loyalty Program.
Gaynor Minden will not be liable for any damages of any kind arising out of or in connection with your participation in the Loyalty Program. This includes damages arising out of the change to or termination of the program. This is a comprehensive limitation of liability that applies to all damages of any kind.
Gaynor Minden reserves the right to completely terminate the Loyalty Program at any time and without notice.