Thank you for your purchase! We will be processing your order soon. It normally takes us 48hrs to process. Then it will ship out. Here is a list of expected processing times. Please keep in mind that we don’t work on weekends.
Order Timeline – below is approximate (for non-rush orders) and depends on actual order queue; hoops/international orders may have longer processing time. Transit time – is based on actual carrier used. Please take into account any possible weather, holiday or border/customs delays. Shipping does not happen on Federal Holidays. Day 0 – Day the order was placed Business Day 1 – Rush orders ship out of our facility within 12-24 business hours Business Day 2 – Supplies/Coils/Tape/LED light kits ship; however, actual processing time depends on current order queue Business Day 3-5 – Cut tubing/Hoops/Hoop Kits ship; however, actual processing time depends on current order queue Business Day 7-10 – All New LED Hoops ship; however, actual processing time depends on current order queue
We will print all shipping labels on business day 1. This does not mean it was shipped. It was just sent to our warehouse to be packaged and shipped. Please refer to the above order timeline to get an idea of when it will ship.
We ship Monday – Friday. Once an order ships the transit time begins and is based on customer location and carrier used.
***Priority shipping says 1-3 day shipping. We use USPS to ship all orders unless customer requests another carrier. USPS only guarantees priority express shipping. 1-3 day priority shipping is not guaranteed. There are no refunds if your order takes longer than the estimated 1-3 days. This is just an estimate. If you need an express order, please contact us right away so we can make another arraignment for shipping.
***If we have evidence (delivery confirmation) that your product was delivered by USPS/UPS/FedEx to your requested shipping address, then Colorado Hula Hoops will not be held responsible for any theft and/or damage taking place once the package is left on your property.
***Double check your shipping address. Customers will be responsible to repay for shipping if a package is returned due to incorrect shipping address.
Our customer service is open Monday – Friday (closed on all holidays & weekends) 10am to 6pm Pacific Standard Time zone. All messages are normally returned within 48hrs.
Due to the nature of our products: Some items are sold as is & cannot be returned (this does not apply to LED Hula Hoops – they do have a warranty). However at our sole discretion after 7 calendar days of customer receiving the package, we may make exceptions and offer an exchange or refund. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:
•-without showing signs of wear or damage in any way
•-within 7 calendar days of the delivery date (after 7 days no returns are allowed)
•-must not be a special order or a custom order
•-unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.
If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us incorrectly or items that you did not order but received from us will qualify for store credit or a cash refund.
Refunds are contingent upon inspection of item(s) once we receive it.
There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.
Customer is responsible for all shipping costs if seller is not at fault.
What can be returned?
If a customer is not satisfied with an item, but the item works, they may return it for an in-store credit within 7 days of purchase. The customer is responsible to pay all shipping costs associated with the return or exchange of the item. The item needs to be in its original condition and working properly. There cannot be any obvious wear and tear on the product. If the returned product is damaged in any way, there will not be a credit issued.
If you are returning an item due to it being defective, meaning it does not work properly when you receive it, you will receive a full refund or exchange. The customer does have to contact us within 7 days of delivery to tell us it is defective. Contact can be made via email to firstname.lastname@example.org or by phone at 217-714-5729. Once the item has been returned to Colorado Hula Hoops, we will issue a full refund or send out a replacement item. We will pay for return shipping on all defective items. The customer is not responsible to pay for shipping the item back to us. The item does have to be returned in its original condition. If it is damaged, cut or broken it will not be eligible for a refund. The refund will be prorated due to the amount of damage to the item.
How do customers return items?
Customers need to contact us before returning an item, we will issue you a return number. This needs to be clearly written on your package. Items must be returned with all original components and accessories (ex. batteries, chargers, remotes) to be eligible for a refund or exchange. If items are missing from package the refund or exchange will be short the amount of those items. Please include in the return package: the original invoice that was sent with your package, your return number, a note explaining the reason for your return, what you’d like in return (refund or exchange), and an email address and/or phone number. We cannot process a return without this information.
Ship all returns to:
COLORADO HULA HOOPS 2660 Lake Tahoe Blvd Ste. A-4 South Lake Tahoe, CA 96150
Is the customer responsible for return shipping charges?
If the return is due to fault of Colorado Hula Hoops, whether the wrong item was sent, or the item is defective, we will cover all shipping costs incurred through the return process. We will send the customer a prepaid shipping label for all domestic/US returns. We will create the label at the weight we would use if we shipped it. That means it needs to be packaged as it was when you received it. Please use original packaging if you still have it available. If the item is packaged differently than how it was when received by you, we are not responsible for additional shipping costs. That is the customer’s responsibility.
When we send a prepaid shipping label, it is only good for 24hrs. It must be printed within 24hrs of the email being sent to the customer. It does not have to be shipped within 24hrs, just printed. We only have 48hrs to cancel and get a refund on the label. If you do not let us know with 48hrs that you cannot print it, we will not issue a new shipping label. The customer will have to purchase their own shipping label.
If it is an international return, we will reimburse the customer through PayPal. We will need to see a copy of the shipping receipt for reimbursement. That can be emailed to email@example.com. The shipping amount and method of shipping needs to be reasonable. Please use original packaging when returning to make sure costs are lower. We will not fully reimburse shipping if it is packaged incorrectly.
If the customer is returning an item simply because they don’t want or need it anymore, or because they ordered the wrong item, the customer will cover all shipping costs necessary to return the items.
Is there a warranty on LED Hula Hoops?
All of our new LED hoops come with a 1 year warranty. This warranty covers the lights only: if the LEDs malfunction in any way within 1 year of purchase, the customer may return the hoop for a repair or exchange hoop of the same size & light pattern. We can exchange for a different size/light pattern as well, but extra costs may apply. This warranty does not apply to batteries or charges. Those would fall under the 30 day return policy if they do not work when received.
It is our belief that any kinks or breakages in the tubing will not occur under normal use of our hoops, so this warranty does not cover such damage.
** A note about Polypro: Please be advised that this material is quite brittle and can crack easily in certain conditions, such as extreme cold or hot temperatures and excessive force. Please allow the hoop to rest at room temperature before hooping. If you order a Polypro hoop, please take extra precautions to prevent breakage! Colorado Hula Hoops is not responsible for cracked Polypro tubing.
** Used LED Hoops are not covered under warranty. If there is a problem with your used hoop, we can offer you an exchange or store credit only.
Can hoops be exchanged beyond the 1 year warranty period?
We understand that as hoopers advance in skill, many will want a smaller and lighter hoop. To accommodate this we have a trade-in program for LED hoops that are past warranty. As long as the hoop is in working condition (all LEDs functional, no kinks) a customer can send their hoop back to us for credit worth up to 50% of the original purchase price, which can be put towards a new or gently used LED hoop. Customer pays all shipping costs associated with trade-ins.
HOOP DESIGN & CONSTRUCTION
Our goal is to produce beautiful LED hoops with creative light patterns that are bright and, most importantly, durable. We put each hoop through a series of tests before we ship them to ensure you will receive a quality product.
We currently offer LED and practice hoops in a variety of sizes and materials. Our standard sizes are even measurements between 28” and 40”, measured by the outer diameter (OD) of the hoop. However, if you have a custom size request we will be happy to make it for you. We offer HDPE tubing in 5/8”, 3/4”, and 7/8” OD. Our HDPE is a milky white color and is an extremely durable material – we have rarely seen a kink or break in hoops made out of HDPE! The other type of tubing we offer is Polypro, which is a lighter, more responsive material that many intermediate and advanced hoopers prefer. Our clear Polypro tubing comes in 5/8” and 3/4” OD, and we also carry UV-reactive neon Polypro tubing in 3/4” OD. Please be advised that Polypro is quite a brittle material! See below for Polypro care instructions.
We make all of our LED and practice hoops collapsible via a snap button connector. This allows for easy travel and storage of your hoops. Depending on the material, most hoops 34” and larger will be able to fully double-coil down to half the original size. Our connections are made using an inside connector tube, so there are no bulky outer layers of tubing along the hoop.
All of our LED hoops constructed as of June 2013 are designed to eliminate rattling noises while the hoop spins. We add a cushion of clear plastic in between the LEDs and the tubing, which prevents the LEDs from rattling inside the hoop, and also cushions the LEDs making them extra durable.
Counter-weighted hoops have become a common request from our customers. We now automatically install a counter-weight opposite the battery in every hoop over $100, however any hoop can be counter-weighted for an extra charge.
BATTERIES AND CHARGERS
All of our LED hoops are powered with rechargeable batteries that are supplied with each hoop purchase. Rechargeable batteries do lose their ability to take and store energy over time. We highly recommend that you purchase additional batteries so you do not run out of “juice” when you want to hoop!
One common error that we see is over-charging of the batteries. Only charge your battery for 2-3 hours; this will ensure a longer life span for your rechargeable battery. If you accidently charge your battery for a day to two, you will likely find your battery will not hold and keep a charge.
All LED hoop purchases will also come with either a single or a double charger. A light on the charger can tell you when your battery is charged. A red light indicated the battery is still taking a charge and requires more charging. A green light indicates the battery is fully charged. However, we do not rely fully on this indicator. We simply charge our batteries for 2-3 hours once they have become weak.
One of the most common questions we receive revolves around red LEDs. When you hoop is only showing red LEDs then this is a sign that your battery is weak. Red LEDs require less voltage to light up, while blue and white LEDs require the most energy to stay lit. So if you are experiencing the problem of only the red LEDs staying lit on your hoop, you know it is time to charge or possibly replace your battery.