Frequently Asked Questions
Orders & Payments
We are unable to give you a more specific delivery date as we don't have real-time access to the manufacturers' inventory counts. However, the majority of pre-orders arrive in 6-10 weeks timeline, while some arrive sooner and a few arrive later. If you need an item for a specific event or date, contact us prior to placing the order and we may be able to give you more detailed information.
Preorder items are sold before they are in stock with us. You will be charged at the time of purchase for an item purchased on pre-order to reserve the inventory, then you will receive a shipping confirmation email once the order ships.
You can make a custom order if this option is shown as available on the product page. No customizations beyond what shows as available are possible. Custom orders are final sale.
Once orders have been submitted, they cannot be changed or cancelled. To ensure accuracy, we encourage you to double check your size and all shipping details before submitting your order.
Merchandise purchased at full price is eligible for one-time price adjustment if the item has been marked down for the first time within 24-hours from the original date of purchase. Items purchased with coupons or promotional discounts are not eligible for price adjustments. Contact us at email@example.com within the 7 days price adjustment timeline with your request and we'll process it right away.
You can split your purchase into 4 easy payments, with no hidden fees and no surprises! Checking eligibility has no impact to credit, and you’ll never pay interest or late fees.
Installment payments are offered and managed by Affirm, not Axis Tango. If you finance your purchase with Affirm, your first payment is due approximately two weeks after your purchase is finalized. Please note that due to extended delivery times for pre-orders, your loan payment(s) may be due before you receive your purchase.
Choose Shop Pay at checkout to reduce the environmental impact of your delivery for free.
The estimated payment amount excludes taxes and shipping. Payment options are offered by Affirm and are subject to eligibility check and might not be available in all states. Your rate will be 0-36% APR based on credit, and is subject to an eligibility check. For example, a $700 purchase might cost $63.18/mo over 12 months at 15% APR. Payment options through Affirm are provided by these lending partners :affirm.com/lenders. Options depend on your purchase amount and a down payment may be required.
California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license.
Axis Tango is a US company headquartered in Florida. We will ship your order from our Tampa Bay area office .
Economy: $9.95, no insurance | 5-8 business days
Standard $18.95, insurance, tracking & delivery signature | 5-8 business days
UPS 2nd Day Air®: $45, tracking | 1-2 business days
The above delivery times exclude pre-orders and made-to-order or custom items.
In-stock items ship shortly after your purchase. Pre-order items are sold before they are in stock at Axis Tango. You will be charged at the time of purchase to reserve your item; once it arrives to us, it will be mailed per the shipping schedule.
All orders are sent with a tracking number. Axis Tango is not responsible for any damage or loss after confirmed delivery.
We are shipping internationally to select countries. International shipments are made with UPS or DHL. International shipping fees are determined by location and weight of the package, and are displayed on the checkout page.
International buyers, please note: There may be taxes, duties and/or VAT costs applied by customs towards your order before the delivery of your package; such fees may be significant. These charges are not inclusive of the original shipping amount and will not be paid for or reimbursed by Axis Tango; they are your responsibility. If you don't claim your package or refuse it, you will not be refunded by Axis Tango. We are required by law to declare all items at their full price and cannot alter this amount to decrease international custom fees. Please be aware of your country's policies before you place your order.
In stock items Standard shipping orders take from 3-7 business days to process before shipping. Expedited orders are entered into the shipping queue within 3 days. Express orders are processed within 24 hours. Please note we do not ship on weekends.
Pre-orders will ship as soon as the inventory arrives to Axis Tango. In general, you can expect a shipping date within 4-16 weeks from placing your order.
Please note: If you purchased both in-stock and pre-ordered items, we may hold the items until all are ready for shipping, or we may split the order in no more than 2 partial shipments for domestic orders. For international orders we will ship all items at the same time.
Items are shipped from our U.S. office unless otherwise stated. You will receive a shipping confirmation email with the tracking number once your order has been processed and shipped (within 3 - 7 business days for priority shipping, sooner for expedited/express shipping), please allow up to 48 hours for it to properly update.
US orders can take 1 - 8 business days to arrive after they are mailed. International orders can take 3 - 30+ days.
Delivery times are estimated, we do not provide money-back shipping or delivery guarantees.
No, your order is always first shipped to Axis Tango office in the US. We take care of all logistics and customs clearances. Once your order is received here, we do quality inspection and then mail it to you with a shipping notice & tracking information.
You are responsible for entering the correct shipping address and are encouraged to check it prior to submitting an order. If you need to make an address change afterwards, please contact us.
If you contact us before the item is mailed, we can usually change the shipping address. If the item has already been shipped out, we cannot redirect any packages. If the package is returned to us, $9.95 shipping plus any other fees assesed by the carrier will apply to re-ship the package to the new address.
Axis Tango is not responsible for, nor able to refund or replace orders shipped to incorrect address.
All orders are sent with a tracking number. When packages appear to be missing, it is usually one of the following situations:
- The package may have been delivered to a neighbor's home.
- The package has been delivered to a different spot than normal on your property.
- The shipping carrier marked the order as delivered before it actually has been.
If you are still unable to locate the package 5 business days after the labeled delivery date, please contact the carrier's customer service.
Insured with tracking & delivery signature is the only option we offer in the US that includes insurance. If you forgo choosing this shipping option, Axis Tango is not responsible for replacing, refunding, or tracking your lost package.
Axis Tango accepts returns of unworn, undamaged merchandise within 14 days of delivery. Items sent back for a refund will be charged a flat fee of $9.95, which includes your return shipping label. All refunds are processed back to the original form of payment. If the original form of payment was a gift card or the merchandise being returned was received as a gift, the method of refund will be a merchandise credit.
- Merchandise must be returned within 14 days of delivery.
- Merchandise must not be worn, damaged, or washed.
- Merchandise must be in the original delivery condition, with all sole protectors and/or tags attached.
- You may return no more than 2 pairs of shoes from a single purchase.
- Sale merchandise is final sale unless you purchase Seel Return Assurance at the time of order.
- Custom orders are final sale.
- International orders sent outside of US are final sale.
- If the price of the purchased item has decreased since your purchase, your refund will be based on the new price.
- Shipping charges are not refundable.
We highly recommend trying your shoes on a carpeted area. Items with any signs of wear or marked soles will be declined and returned to the sender at their expense.
* A decision to decline a return that is not compliant with the Axis Tango return policy is final and cannot be refuted.
You can make a return and receive a refund on sale items with the addition of Seel Return Assurance to your order during checkout. With Seel Return Assurance, your otherwise non-returnable purchase can be returned for a refund minus return shipping fee. You will be making a return directly to the Seel Return Assurance team through their return portal.
Custom orders are final sale and are not returnable.
Yes, you can, if it otherwise fits within the return policy.
- If any discount or promotion coupon was used for the order you are returning, you will not receive a refund for the value of the discount.
- If you used your gift card, upon return for refund the gift card amount will be restored to your account.
No. Please only submit returns with an Axis Tango return label. Any return mailed to us without an Axis Tango return label will be declined and returned to sender at their expense.
After your item is received and inspected, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment. Depending on your financial institution, it may take an additional 2-30 business days after your credit is applied to post to your account. If you provided your email address, we will keep you informed of when we receive and process your refund.
We are sorry for the inconvenience! We want to make things right. Please inspect your items carefully upon delivery. Email us at firstname.lastname@example.org a photo of the issue within a week of delivery for review. We can't accept issue reports after this period. We will communicate with you on the resolution.
Sale items are final sale and the above resolution does not apply.
How frustrating! We are sorry but we are not responsible if the item is lost or stolen. Please contact the delivery carrier and open a claim. We can assist you with order details and other documentation, if needed. If all options are exhausted and the item still has not shown up, we won't be able to give you a refund nor store credit.
US-based clients have 14 days of delivery to send back purchases made at axistango.com. We are sorry but we can't accept returns requested after 14 days and we will not issue approval for such requests.
Digital gift cards will be delivered via email. When you order a digital gift card, it can be sent directly to the recipient if you so desire. Just check the "I want to send this as a gift" and follow the prompts. Gift card can be redeemed as a code in checkout. Please keep in mind no physical card will be sent from Axis Tango.You can purchase a digital gift card HERE.
Enter the gift card code in the field on the checkout page.
No, there are no expiration dates for digital gift cards.
No, we do not charge additional processing fees.
The funds will be returned to the gift card. We are unable to refund the credit card used.
No, gift cards are final sale.
Our sale merchandise is all in new, unworn condition. If there are any blemishes from trunk shows, they will be listed on the product description.
No, we don't offer price adjustments on sale merchandise.
All discount codes and loyalty codes apply to full-price merchandise only. Only one discount code to be used per order, and multiple codes cannot be combined.
No, our system only allows for one discount code per order.
Enter the discount code in the field on the checkout page.
Please note: The system accepts only one discount code per order.
Yes. Be sure to check the discount coupon for expiration date information as expired discounts are voided and can't be reinstated, no exceptions.
If you forget to use your discount on your order, we are unable to retroactively apply it or adjust your purchase total.
Yes, we are happy to offer 15% pro discount to dance teachers and performers. Please contact us for details.
If you have a store account with Axis Tango you can check if you have points. Simply click the rewards launcher on the left lower corner of the website.
Go to the rewards launcher on the lower left corner of the website. Select the reward you want from the available rewards and claim it. You will then be prompted to copy and paste a code to use at checkout.
Your rewards discount code doesn't apply automatically in checkout. To use it, you have to manually copy & paste it in checkout. If you forget this step and complete your purchase without using your discount code, we can't apply it retroactively (please don't ask for this, it really can't be done). It will be available for the next time.
If you have redeemed points but have decided not to use the reward now, it is not possible to reverse the action and restore point back into your account. The reward will stay active until you redeem it.
No. The points you receive as a result of a purchase can be redeemed for a future order, they can't be applied retroactively to the order you just placed.
It is not possible to transfer points between accounts. Our team can check which of your accounts has the most points.
Yes, you can only use points that are available in your account at the time you want to redeem them. Redeem the desired points and enter the unique code in checkout. Please be aware that you can use only one discount coupon per order.
If you feel unsure if you should have a balance or not, or feel the level shown is incorrect, contact us and we'll be glad to review your account.
Please keep in mind that points are not awarded for shipping charges nor Seel Return Assurance fees, and are deducted from your account if you made a return.
It can sometimes take a few minutes and up to a day for the system to process your activity. If it’s been longer than 7 business days, contact us.
No, they don't.
If a reward was redeemed on an order you are returning, you will not receive a refund for the value of the discount. The points used for the redeemed reward will return to your account.
Sign in to your Axis Tango account, visit the rewards launcher on the lower left corner of the website, and share your unique referral link with your friends. If you are a dance teacher, share it with your students!
When your friend makes a purchase from your referral link, you'll receive a $15 discount voucher.
A few important points to remember:
- For the referral to be successful, your friend must use your unique referral link to shop at Axis Tango. If your friend doesn't use your link & makes a purchase, neither you nor your friend will receive referral gift. Retroactive activation of the referral sequence is not possible.
- The referral reward is given for your friend's first Axis Tango purchase. If they are an existing Axis Tango customer and then make a purchase with your referral link, neither you nor your friend will receive referral gift.
- Your referral reward can't be paid out in cash.
If you have any questions, please contact us.
We're happy to again offer a rewards program to show how much we appreciate our clients' loyalty and support, now that we've found a program we can afford as a small business. In order to have this program active, we had to start from scratch. Data from previous programs didn't transfer and is void.
No. Your rewards are given as points that can be redeemed for discounts to be used for orders on Axis Tango website. They can't be distributed to you in any other form or paid out in cash.
We are proud to be 100% woman-owned and operated company registered & domiciled in United States. Axis Tango is currently headquartered in Florida. All orders arrive to our offices in the Tampa Bay area and then we ship them to you from here.
Axis Tango was founded in 2004 with the goal to provide the highest quality tango shoes to dancers everywhere. We started small, learned along the way, and are now in our 17th year of living the tango shoe lover’s dream. Cheers for coming along on the journey!
Over the years, we have fostered close relationships with the best tango shoemakers in Europe and Argentina.
Our shoes are designed, patterned, lasted, stitched, and finished by hand in Italy, Spain, Turkey, Greece, and Argentina before arriving to our office in the United States.