< Return to FAQ

Welcome to Rac n Roll – the original dressing room on wheels since 2004! We stand proudly behind the quality of our products, but we understand that sometimes unexpected things happen. That's why all of our products are backed with a 1 year limited manufacturer's warranty. Please ensure when reaching out to our team you provide photos/videos of the item/issue along with the order number or if purchased from a retailer, the receipt. Our team may request additional information to ensure we fully understand the issue that is happening so we can find the best solution for you!


Covered Under Warranty:

All dance bags, backpacks, duffle bags, and accessories are covered under the 1 year limited manufacturer's warranty. For dance bags, the handle, wheels (along with the hardware), brackets, and zippers are covered under warranty. All accessories are included in the warranty like the mirror, zippers, etc. Note upon reviewing the defect or issue our team will determine if the part can be replaced, fixed, or discounts can be applied to the original order. If in the event the warranty has passed, our team will do our best to provide insight or potential next steps for you to resolve the issue. Warranty applied to the original purchaser or gift recipient of the Rac n Roll product.


If you purchased a dance bag after 2019 – we have a lifetime warranty on all of our Rac n Roll rods for the rack system. If your rod(s) were to ever malfunction or break, it’s covered for life! Note the top bar for the privacy curtain is considered an accessory item and therefore is not covered under the lifetime warranty, but will be covered for the year.


Not Covered Under Warranty:

  • Minorly Imperfect bags are not covered under the 1 year limited warranty as the item is a final sale. This means no exchanges or replacements will be provided. In the event you need a replacement part there may be an additional cost for this.
  • Damage to the product from misuse, accidents, abrasion, extreme temperatures, solvents, acids, or water damage.
  • Misuse damage to the dance bag like a bent frame or any damage to the bottom of the bag when wheeling it. Please note the frame of the bag may bend if you are sitting on the bag, laying inside the bag, placing items on top of the bag/frame or leaning into the frame of the bag, all this is considered misuse and will not be covered. If your bag arrives with a bent frame from shipping please contact us right away.
  • Cosmetic wear and tear like scratching to the material, scuffs, dents, stains, or colour changes (ensure you are following the cleaning guidelines provided for your products).
  • Fabric rips or tears due to regular use.
  • Misplaced or lost rods for the rack system. The customer is responsible for repurchasing these. This will also include the pole bag.
  • Embroidered Velcro patches; if customized we’re unable to replace this item on the bag.


Usage Guidelines:

We understand the craziness and chaos during competition season or traveling that could occur. We do recommend following the guidelines below when using your Rac n Roll products to ensure the product is in great condition and will last a lifetime!

  • Gently carry your bag when going up or down stairs; dragging up or down stairs or over rough surfaces will cause damage to your bag and is not considered to be a manufacturer's defect. Please note there is a handle on each side of the bag to make it easier to lift and carry up the stairs.
  • Avoid over packing or stuffing the dance bag, backpack, duffel bag, etc. We highly suggest keeping the bag under 50lbs for the dance bag as this could potentially cause damage to the frame or the material on the bag, which is not a defect.
  • Product information will help you get an understanding of what size bag can fit what. We do suggest avoiding placing more than 50lbs on the rack system as this could potentially damage the rods or cause the brackets to move.


What Should I Do When I Receive My Order?

We want to ensure you love your product as much as we do! Upon receiving your order you will have 30 days to fully inspect your product for any cosmetic flaws like marks, scuffs, scratches, etc. Note our team will review the information provided and possible solutions on how to fix the flaw. Cosmetic flaws found after the 30 days will not be covered or replaced.


Return and Replacement Policy:

Any warranty claims presented to our team, our team will assess the documents provided and provide the best possible solution for you. In the event where we approve a replacement item for you we will provide a shipping label to send back the damaged item (this will be confirmed by our team).


All damaged items must be returned in their original packaging. This will include both the box and plastic wrap. If you do not have either, you will be required to purchase the new item upfront and once received you can use the packaging from the replacement item to send back the damaged item. Once the damaged item is delivered back to our warehouse and inspected by our team, the refund for the order will be issued.


When sending back your damaged product it is expected to arrive back to us with all the original parts or items received when you originally received the item. For dance bags this will include the rod set (two side rods, a top bar, and a pole bag), the front Velcro patch, etc. Note if these items are missing, we will deduct this from your refund or issue an invoice for these.


If the front Velcro patch has been customized or embroidered we unfortunately cannot accept this bag and cannot issue a refund. Note this does not include the individual letter or symbol patches as these are removable. If you applied the individual patches, these can be removed from the bag and used again on the new item. We will not replace those patches.


Have any questions about the above or need to submit a claim? Contact our customer service team at team@racnroll.com! We’re always happy to assist and help resolve anything that may come your way.



How to Submit a Warranty Claim 

If you are needing to submit a warranty claim, please contact our customer service team at team@racnroll.com. You will need the following information for us to process your claim and provide next steps.

  1. Photos of the item in question. For all dance bags we will require a photo of the front, back, both sides, top, and bottom of the bag. We will also need a photo of the inside of the dance bag along with a photo or video of the actual issue. Note if you cannot provide this we unfortunately can not move forward with your claim. 
  2. Please have your order number or proof of purchase if the item was purchased from a retailer. If you cannot provide either we unfortunately can not move forward with your claim. 
  3. We will need a brief description of what the issue is so we can make note on your file for future reference.

We will always do our best to get this resolved as quickly as possible however during peak times please keep in mind the claim may take a bit longer than usual. We appreciate your patience and support while our team is working to resolve the issue for you! Warranty claims could be resolved in different steps, our team will determine which step to take first upon reviewing all information provided.