Frequently asked questions
Do you measure inner or outer diameter?
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?
We sure do 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!
(not applicable on taped hoops)
Why do you use push button connectors?
Push button connectors 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!
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 and do not include weekends or holidays.
Please refrain from emailing about a status update until at least 5 business days has passed as this slows processing times.
NOTE: Turnaround time does *not* include transit and shipping time.
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 and check that there are no blank spaces at the beginning or end of the code. Coupon codes will not be applied after an order is placed so if you have any questions, be sure to message the shop before you order!
How do you ship?
All items are typically shipped via USPS First Class or USPS Priority Mail shipping. International orders 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 insurance to protect against loss or damaged merchandise- that means if your order is crunched up in the mail or USPS loses it, we'll replace it at no extra cost to you!
Do I need a PayPal account to checkout?
Nope! PayPal offers 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 sign into a PayPal account, or enter your credit card information without logging in using "PayPal Guest Checkout"!
PayPal does not share any confidential payment information with the shop, regardless of how you choose to checkout!
Do you ship internationally?
Absolutely! International orders will ship via USPS First Class International or USPS Priority Mail International (depending on package dimensions and weight). Here's what else you need to know about international shipping:
Duty, customs, sales tax, VAT, or any other taxes or fees associated with your country are your responsibility. Fees and taxes vary by country and are imposed upon delivery. We are unable to predict which of these fees, if any, will be applied, or how much they will be, therefore we cannot be responsible for unexpected expenses when your order arrives.
These fees are the buyers responsibility and will NOT be paid by the shop, nor will you be refunded for paying these fees upon delivery.
Please contact the appropriate customs office in your country to check on these fees. Be sure to include your phone number or email address in the information with your payment, as this will help expedite your order through customs in your country.
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!
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: If your item(s) has been damaged upon arrival, please take a couple photos of the damage and email them to the shop as proof of damage. The shop will then file an insurance claim with USPS and a new order will be shipped as soon as possible. Please keep the damaged item(s) and all packing materials as USPS may ask for these items at a later date to process the claim- a prepaid return shipping label will be provided for you to return the items if this occurs. In the event you do not return the items as requested, after five (5) business days an invoice for the cost of the replacement order will be issued to you.
-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 and initiate a “missing mail search”. If USPS is unable to locate the package, you will be required to provide proof to the shop that USPS was unable to locate the package and the shop will file a shipping insurance claim and will replace or refund and ship your order as soon as possible.
-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.
My hoop arrived damaged! What do I do?!
Oh no! If your item(s) is damaged upon arrival, please take a couple photos of the damage and email them to the shop as proof of damage. The shop will then file an insurance claim with USPS and a new order will be shipped as soon as possible. Please keep the damaged item(s) and all packing materials as USPS may ask for these items at a later date to process the claim- a prepaid return shipping label will be provided for you to return the items if this occurs. In the event you do not return the items as requested, after five (5) business days an invoice for the cost of the replacement order will be issued to you.
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.
My order says it was delivered, but I never got it! What now?
Bummer! If you have not received your package but the tracking number shows "delivered" you will need to contact your local post office and file a "missing mail" claim with them. If they don't find it, we'll replace it at no extra cost to you! Yay shipping insurance!
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- a 2-3 day service.
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- a 1-2 day service.
Please note, the Rush and Expedited shipping options we offer refer to the processing time of your order- we cannot make any 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.
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 or hook and loop tie downs. Most hoops are shipped in bubble wrap and a weatherproof poly mailer bag- box shipping is also available to purchase at checkout. The USPS routinely increases their shipping rates so we use the lightest and most effective packaging we can to help avoid having to pass the shipping rate increases on to our customers.
Contrary to popular belief, weatherproof poly mailer bags are the safest packaging option for our hoops. The USPS treats items shipped in poly mailer bags as oversized envelopes and routinely sorts them with other oversized, lightweight packages. Boxes are sorted with other boxes without regard to weight, meaning that boxes are often crushed when placed under larger, heavier boxes.