Common Order Issue Solutions


-note: This page has opened in a new browser window so you may easily go between this page and your checkout process page as you attain your order solution


Most common order issue: 'AVS Mismatch'
Upon completeing the order process on step 3 of the checkout (Confirm & Pay), you recieve a message at the top of the screen:
"The billing address provided does not match the billing address of the cardholder."
-see figure 1. below:

This occurs when the shipping address you entered is different from the address on file for your credit card.

Solution: Click on the 'Edit' link (note the blue arrow in the above figure) to edit the billing address.

You will then be returned to 'Step 1' of the checkout process.
On this page you will need to 'Un-Check' the box that indicates 'Billing same as shipping'
note the blue arrow on the figure below:

Once you have entered your billing address, click the next arrow and continue on through the checkout process. You will be required to re-enter you credit card information for security purposes.


Red Flagged
If you have tried to place your order 3 or more times with the same credit card, your bank has most likely 'red-flagged' the transaction. At this point, even you have the correct billing address and information, you will not be able to complete the order untill you contact the bank to remove the flag.


More Help

How do I place an order from Shawn Trautman's Dance Collection?
The easiest way is to place your order via our secure server on our website. Just add the items you want to your shopping cart and follow the instructions to check out. If you'd rather send a check or money order, just add the items to your shopping cart and then print out the order form prior to checking out (or write down the relevant info and send it w/check or money order) and send it to the address above or below. If ordering by mail, please include your phone number and/or email address in the event we need to contact you for any reason regarding your order. To order by telephone, please call us at 727-738-1145 or toll-free at 877-DANCE-01 .
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Do you accept purchase orders for Dance DVDs?
Yes, we frequently receive purchase orders from Schools, Libraries, Churches, Nightclubs, etc. via mail or fax (727-239-0578).
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Who are checks and money orders made out to?
"Xpress Innovations, Inc." or "Dance Videos Direct"
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What address do I use to order by mail?
Dance Videos Direct
22127 US Hwy 19 N.
Clearwater, FL 33765
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How much is shipping within the U.S.?
We just put in place a new policy regarding shipping for domestic orders - all DVD orders have an option for FREE USPS Shipping if they're $100 or greater!

Standard rates (First Class) are $5 per order (not per DVD), Priority Shipping is only $7.50 per order (not per DVD), and upgrades to Express Shipping (overnight) is only $25 per order (not per DVD).

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How much is shipping for International orders?

DVD orders for our international customers can be sent via International First Class mail for $15(per order, not DVD), by USPS International Priority Shipping (4-6 days, depending on destination - please note that International Priority Mail is not available in all countries - check www.USPS.com for more information) for $30 per order (not per DVD). or via USPS International Express Shipping for $60.

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Is my information secure?
Yes. We are on a secure server and are SSL encrypted. When you proceed to the checkout area, you will see a yellow security LOCK either at the top of your screen, in your address bar, or at the very bottom of your screen. You also have the option of using PAYPAL as another secure server when you check out.
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How soon will my order ship?
If we receive your order prior to 1PM EST Monday through Friday, your order will go out the same day. Orders received after 1PM EST MAY go out the same day, but are guaranteed to go out the next business day. If you need Express Shipping, call us at 877-DANCE-01 and we will do our best to get your order out same business day if we receive it prior to 3PM EST.
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What do I do if my Dance Lesson DVD is defective or skips?
If you should happen to have any problems with one of our DVDs, please let us know about it as soon as possible via email or by telephone (727-738-1145 ) and we will make arrangements for an exchange as quickly as possible. Please include your order number, email used for the purchase, and correct address for shipping to ensure there are no further delays.
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Do you really have a 100% Money-Back Guarantee?
Yes, we do, and you're right, it's not very common. We don't expect you to keep a product that didn't work for you, so we'll either refund your purchase or find a product that better suits your needs. We certainly hope you don't return the products, but if for some reason you aren't pleased or if it isn't what you expected, simply return it within 30 days of receipt in "like-new" condition and we'll refund you for the full DVD price less shipping and handling (standard shipping charges apply). Refunds are issued upon DVD receipt & completion of product return form. To see the full details go to our customer protection page.
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Where do I send my DVD if it's defective or for exchange or return?
Dance Videos Direct
22127 US Hwy 19 N
Clearwater, FL 33765
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What is the DVD Format/Region coding?
DVD formats contained on our site are NTSC format only and are coded as "All-Region". We do not carry PAL or SECAM formatting for customers outside of the U.S.; however, many non-US DVD players are dual formatted and play NTSC, so please check your manual for this feature. All DVDs for purchase on our site are formatted for "All-Region" and can be played on all DVD players in the US or abroad. If you're unsure, we'd recommend you order and if it doesn't work, we have a full 100% money-back guarantee so there's no risk to you.
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Do you charge sales tax?
Because of our physical presence in Florida, orders with a shipping address within Florida will be charged 7% sales tax.
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Who pays the Customs Duties or Taxes?
For Canada, UK, Australia, and all other International orders - any Customs Duties or Taxes that apply upon delivery of the order are the sole responsibility of the customer. We have no visibility into what the Customs Duties or Taxes are once they leave the U.S. and we do not pay the fees as part of our Free Shipping promotions.
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What do you do with my email address?
We use your e-mail address to notify you of shipping information, for any questions we might have including follow-up emails, and to let you know about current events with our company so you can have the latest updates on the dances you want to learn. We do not sell or loan the addresses to anyone outside of our organization.
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Phone Support Hours: (9:00AM to 5:00PM Mon-Fri EST.)
Toll Free: 877-DANCE-01 (877-326-2301)
Office Phone: 727-738-1145


Extended Support Options:
Email: Support@ShawnTrautman.com
Fill out this short form and one of our support specialists will respond as soon as possible.
(usually within an hour)

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