Frequently asked questions
About Hoops
Do you measure the inner or outer diameter of the hoop?
Our standard measurement is outer diameter (OD). If you would like your hoops measured via inner diameter (ID) simply leave a note at checkout!
What is sanding/ do you offer sanding?
Sanding the inner rim of a bare/naked hoop offers a bit of grip on an otherwise slippery, smooth hoop. If you’d like your hoop sanded and don't see it as a choice on the listing you're purchasing, simply leave a note at checkout and we'll sand your hoops free of charge!
Sanding is not applicable on taped hoops.
Why do you use push button connectors?
Push buttons add a nominal amount of weight to your hoop and are by far the most secure method of connecting hoops, preventing it from popping/flying open during use! It also provides a quick and easy way to disconnect and coil your hoops for easy travel and transport.
My hoop arrived and it isn't circular! How do I reshape it?
Your hoop may arrive slightly oval from shipping. This is common!
First and foremost, make sure your hoop is room temperature before attempting to reshape! Then you can attempt the following steps:
1. Let your hoop breathe unconnected after shipping! Remove all packaging and let the hoop sit for several hours. This allows the tubing to expand makes it easier to reshape.
2. Stand with the hoop in front of you with the most distorted point on the ground. Gently push down on your hoop and turn it as you go!
3. Use a blow dryer to gently warm and bend any potential problem areas or misshapen connector pieces into shape with your hands.
4. Store it from a hook and let it hang from the flattest spot.
5. Unhook it completely and let it hang for a few hours.
6. Hoop it out! Your hoop will continue to relax and reshape as you use it!
Shipping
How long will it take my order to ship?
Current turnaround time is approximately 1-5 business days! Business days are the working days of the week (M-F) and do not include weekends or holidays.
Please refrain from emailing to request a status update on your order until at least 5 business days have passed from the time of order as this slows processing times.
NOTE: Turnaround time does *not* include transit and shipping time.
How do you ship?
All items are usually shipped via USPS Priority Mail. International orders (suspended until further notice) will ship via USPS First Class International or USPS Priority Mail International depending on package dimensions and weight. All domestic shipments will receive a tracking number, and international shipments will receive a customs number.
All packages (domestic and international) will be shipped with complimentary shipping insurance to protect against loss or damage.
Do you ship internationally?
We are NOT shipping internationally at this time due to the COVID-19 pandemic.
My hoop arrived damaged! What do I do?!
Fear not- we include complimentary shipping insurance on all packages for this very reason! If your item is damaged upon arrival please take a couple photos of the damage and email them to the shop. Please keep the damaged item and all the packaging it came in, as we will provide you with a pre-paid return shipping label to return item for USPS inspection.
Damaged items must be postmarked within five (5) business days of the pre-paid return label being issued, and item(s) must be recieved by the shop before any replacements or refunds will be issued. If the damaged items are not returned, no replacements or refunds will be issued.
My order says it was delivered, but I never got it- what now?
While we include complimentary shipping insurance on all our packages, it does not cover misdelivery or mail theft. If your item is marked "delivered" but you haven't recieved it reach out to your local post office to initiate a "missing mail search" and have them locate your package/ confirm where it was delivered. Often times the post office can provide GPS tracking information that will determine where exactly the package was delivered.
Next, check around the sides or alternate doors at the delivery address to ensure the package wasn't dropped off in an unusual spot. This is the second most common resolution to finding lost mail- the first being that the package was delivered to a neighbor! Reach out to your neighbors to see if they may be holding on to the package for you.
If the post office is able to confirm that the package was delivered to the correct address but the package has not been recovered and you suspect mail theft, you'll need to file a police report for mail theft. Once you can provide the shop with a copy of the missing mail search, any additional correspondence you may have with USPS regarding the status of your package AND a certified copy of a police report for mail theft, we will offer a one time courtesy replacement of the package.
How do you package your hoops for shipping?
Hoops will arrive partially coiled to adhere to USPS size requirements and may be secured with painters tape, clear protection tape, or a coil extender. Most orders are packaged inside a weatherprood polymailer bag cushioned with cardboard inserts to help prevent damage. We are currently in the process of switching our shipping materials to more sustainable options so your order may arrive in a box padded with brown, recyclable craft paper.
What's this white thing attached to my hoop??
Your hoop may arrive with a white, larger piece of tubing attached to it- this is called a coil extender! Simply pull the ends of your hoop out from either side of the extender upon arrival. The coil extender allows the hoop to be coiled safely, and helps prevent the hoop from arriving "wonky" by allowing it to maintain it's nice, round shape during shipping. Please keep your coil extender as you can reuse it over and over again when traveling or transporting your hoop!
What are the different shipping options available at checkout?
Standard Shipping- orders with "standard shipping" selected at checkout will ship within our current turnaround time, packaged in our standard packaging, and ships via USPS Priority Mail.
In Box Shiping- orders with "In Box Shipping" selected at checkout will ship within our current turnaround time, packaged in a cardboard box and cushioned with recyclable brown kraft paper, and ships via USPS Priority Mail.
Rush Shipping- orders with "Rush Shipping" selected at checkout will ship within two business days of the order being place, packaged in our standard packaging, and ships via USPS Priority Mail. Please note, "Rush Shipping" refers to how quickly we craft and ship your order and does not indicate how quickly USPS will deliver your order. Refunds will not be issued due to delays in delivery on the part of USPS.
Express Shipping- orders with "Express Shipping" selected at checkout will ship within one business day of the order being placed, packaged in a cardboard box and cushioned with recyclable brown kraft paper, and ships via USPS Express Mail. Please note, "Express Shipping" refers to how quickly we craft and ship your order and does not indicate how quickly USPS will deliver your order. Refunds will not be issued due to delays in delivery on the part of USPS.
Colorado Springs Pickup- orders with "Colorado Springs Pickup" selected at checkout will not be shipped. An email will be sent to you once your order is complete to schedule a time for pickup.
Refunds and Returns
What about refunds, returns, and exchanges?
We want you to be super happy with your order, but sometimes things go wrong! Here's how this works:
-Exchanges are NOT accepted due to the custom nature of each order.
-Cancellations: Due to the expediency of our order processing, cancellation requests must be submitted within 12 hours of the order being placed. As of April 2019, all cancellations will incur a 5% restocking fee of the total order cost including shipping. Orders placed for limited edition items, items ordered with Rush or Expedited Shipping, Ready-to-Ship hoops, or bulk order (10+ hoops) will not be cancelled at any time, for any reason.
-Damaged items: We include complimentary shipping insurance on all packages in the event of loss or damage. If your item is damaged upon arrival, please take a couple photos of the damage and email them to the shop. Please keep the damaged item and all the packaging it came in, as we will provide you with a pre-paid return shipping label to return item for USPS inspection. Damaged items must be postmarked within five (5) business days of the pre-paid return label being issued, and item(s) must be recieved by the shop before any replacements or refunds will be issued. If the damaged items are not returned, no replacements or refunds will be issued.
-Returns and refunds: returns are accepted on a case by case basis only, and will be accepted at the shops discretion. As of April 2019, all returns will incur a 5% restocking fee of the total order cost including shipping. If you would like to return your item(s), a refund for the amount of the item paid will be issued once the item(s) are received back at shop and inspected. Original shipping paid by the buyer will not be refunded. Shipping costs associated with item(s) being returned are the buyers responsibility and will not be paid or reimbursed by the shop. Item(s) must be returned in their original condition; if the item(s) are received with noticeable damage and/or wear from suspected use, a 20% restocking fee of the total order cost will be deducted from your refund. If shipping instructions are not followed and the item(s) arrive back at shop damaged, no refund will be issued nor will the items be returned to the buyer. Return requests must be initiated within three (3) actual days from the date of delivery. Accepted returns must be shipped back within seven (7) actual days from the date of delivery. Returns on "Ready-to-Ship" items and items with "Free Shipping" will not be accepted for any reason at any time.
-Undeliverable/Unclaimed: If your order is returned to the shop as "Undeliverable/Unclaimed", the shop will issue you an invoice for the additional shipping cost to resend the item. In the event your invoice remains unpaid after five (5) business days, a refund will be issued and your transaction will be cancelled. Original shipping paid by the buyer will not be refunded. You will be required to place a new order if you still wish to receive the items.
-Missing Mail: If you have not received your package but the tracking number shows "delivered" you will need to contact your local post office to inquire about the location of your package.
-Incorrect Order: If you were shipped the wrong item/your order is incorrect,the shop will provide a prepaid return shipping label to return the items. The correct item(s) will be shipped only once the returned item(s) have been received back at the shop. Shipping instructions will be provided with the prepaid return shipping label issued by the shop; any shipping costs incurred by the buyer by not following the shipping instructions/ not using the prepaid return label will not be reimbursed by the shop.
-Size Discrepancies: As all items are handmade, minor size discrepancies may occur. If you hoop is larger or smaller than the requested size by 1” in diameter, or 3.14” in circumference, the shop will replace the hoop with one the correct size. To measure your hoop properly, measure horizontally from the outer edge of one side of the hoop directly across to the outer edge of the other side of the hoop. Then, perform the same measurement vertically across the hoop. Add the two measurements together and divide them by two; this will give you the most accurate/average measurement of the hoop.
Is there any "fine print" I need to know about before placing my order?
-Our current turnaround time is approximately 1-5 business days; business days are the working days of the week and do not include weekends or holidays. Our turnaround time not only includes the time necessary to fulfill your order, but all orders placed prior to yours. All orders are processed in the order in which they are received, unless you chose Rush or Expedited Shipping at checkout. Orders placed on a weekend or a holiday will not be processed until the next full business day, at which time the current turnaround time will begin. Turnaround time refers to our processing time only, and does not including shipping and transit time.
-By purchasing from this shop, you are acknowledging that we are a separate entity from USPS or any other shipping carrier we may utilize. We will not be held liable for delayed, lost, or damaged packages. All delivery dates are estimated and we make no guarantees that any package will arrive by a certain date. No returns will be accepted by the shop due to a delay in delivery on the part of the shipping carrier.
Ordering
My coupon code isn't working!
Our coupon codes are case sensitive- most of our coupon codes are all lowercase so be sure your device hasn't autocapitalized the first letter of the code. Also check that there are no blank spaces at the beginning or end of the code.
Coupon codes cannot be applied/ credited after an order is placed so if you have any questions be sure to message the shop before you order!
Do I need a PayPal account to checkout?
No! PayPal simply offers us a secure payment processing platform for Visa, MasterCard, American Express, and Discover credit cards. When you're ready to checkout, proceed through the process as normal by selecting your shipping location and preferred shipping method, and click "Continue to PayPal". From here, you can either sign into a PayPal account or enter your credit card information without logging in using "PayPal Guest Checkout"!
I need my order fast- what are my options?
We offer a couple options at checkout if you need your order in a hurry!
Rush Shipping- this option guarantees that your order will ship within 2 business days of your order being placed and will ship via USPS Priority Mail.
Expedited Shipping- this option guarantees that your order will ship within 1 business day of your order being placed and will ship via USPS Express Mail.
Please note: our Rush and Expedited shipping options refer to the processing time of your order ONLY- we cannot guarantee that USPS will deliver your order within their estimated time frame, nor can we provide refunds for either shipping service if there is a delay on the part of USPS.
Is there any "fine print" I need to know about before placing my order?
-By purchasing from this shop, you are acknowledging that we are a separate entity from USPS or any other shipping carrier we may utilize. We will not be held liable for delayed, lost, or damaged packages. All delivery dates are estimated and we make no guarantees that any package will arrive by a certain date. No returns will be accepted by the shop due to a delay in delivery on the part of the shipping carrier.
Can you see my credit card information when I order?
No! We cannot see your CC information, nor does our website store that information unless you request it to in your member profile. If you choose to save your CC information in your member profile, rest assured that we cannot see it or access it.
Additionally, PayPal does not share any confidential payment information with the shop, regardless of whether you login to an existing PayPal account or choose to 'Checkout As A Guest'.