We want you to love your MoodHoops prop.

If something doesn’t feel quite right, whether it’s the size, tubing, or another aspect of your order, we’d love the opportunity to help. Many situations can be resolved with an exchange or another solution. Just let us know what’s not quite right, and we’ll work with you to determine the best next step.

Every situation is a little different, so if you’re unsure where to start, don’t hesitate to reach out. We’re always happy to talk through the options available for your situation. ❤️

At a Glance

• 🕒 Exchange & Return Window: Eligible items must be postmarked within 14 days of the carrier’s delivery confirmation date.
• 🔄 Exchanges Welcome: If you need a different size, tubing size, color, or configuration, we’ll help you review the available options.
• ✉️ Contact Us First: Please contact us using the form below before shipping anything back so we can review your situation and provide an RMA number, return instructions, and the correct address.
• 📦 Return Shipping: Return shipping is generally the customer’s responsibility unless the return is needed because of an error on our part.
• 💳 Refund Options: Choose store credit or a refund to the original payment method.
• 💜 Need Help? Not sure whether you need an exchange, return, repair, or another solution? Reach out and we’ll talk through the options with you.

Items That Can’t Be Returned or Exchanged

The following items are not eligible for return or exchange once they have shipped:

• Polypro Hoops, HDPE Day Hoops, and Beginner Hoops
• Custom or special-order items
• Products sold by third-party vendors
• Tape sold by the foot or roll
• Fire Hoop Wicks purchased with a Fire Hoop may be returned or exchanged if they otherwise meet the guidelines on this page. The Fire Hoop body follows the same policy as our Polypro Hoops, HDPE Day Hoops, and Beginner Hoops.

If you have questions about sizing or your particular situation, please contact us. Although we cannot guarantee an exception, we’re always happy to review the options available.

Exchanges

Exchanges are common when a customer decides they would prefer a different hoop size, tubing size, color, or another available configuration.

Most exchanges are completed by returning the original item and placing a new order after the return has been received and processed. This allows you to choose from the options currently available and avoids holding up your new order while changes are coordinated.

Choosing store credit is usually the fastest option because it allows you to place your replacement order as soon as the exchange has been processed.

Depending on the item and situation, we may also be able to suggest another solution that reduces shipping costs or waiting time. Please contact us before making any return shipping arrangements so we can help determine the most practical next step.

Contact Us Before Shipping Anything Back

Please complete the exchange and return form below before shipping an item back to MoodHoops.

After reviewing your request and discussing any necessary details with you, our team will provide:

• A Return Merchandise Authorization number, also called an RMA number
• The correct return address
• Packaging and shipping instructions when applicable
• Any additional information needed for your specific exchange or return

Your RMA number helps us identify your package and connect it to your request when it arrives. Please do not ship an item until you have received these instructions from our team.

Exchange & Return Window

Eligible exchanges and returns must be postmarked within 30 days of the carrier’s delivery confirmation date.

The delivery confirmation date is the date the shipping carrier records the package as delivered, rather than the order date or shipping date.

If your request falls outside the standard window, you are still welcome to contact us. We cannot guarantee an exception, but we may be able to review other options depending on the item and circumstances.

Standard Exchange & Return Guidelines

To qualify for an exchange or return, an eligible item must:

• Be postmarked within the applicable exchange and return window
• Be returned in new, clean, and resellable condition
• Be free of scratches, scuffs, excessive wear, dirt, pet hair, odors, or other signs of use that affect its condition
• Include all batteries, chargers, remotes, manuals, and other accessories originally included with the product

Returned items are reviewed after they arrive at our shop. Missing accessories, packaging, or components may reduce the amount available for refund or store credit.

If an item is received in a condition that requires retubing, repair, cleaning, or replacement parts before it can be resold, the related cost may be deducted from the refund or store credit amount. In some cases, the condition of the item may make it ineligible for an exchange or return.

Hoops & Flow Props

If you think you may want to exchange or return a hoop or flow prop, please do not:

• Sand or wax the tubing
• Alter, customize, or modify the product
• Use it in a way that scratches, scuffs, discolors, or permanently marks the tubing or other surfaces
• Expose it to excessive dirt, debris, smoke, odors, or pet hair

These types of use or modification may affect whether the item can be accepted.

If your item no longer meets the standard exchange or return guidelines, please contact us before assuming there are no options. Depending on the situation, we may still be able to recommend another path forward.

Leggings

Leggings must be returned in its original, unworn condition with all tags attached.

Returned clothing must be free of perfume, smoke, pet hair, deodorant marks, makeup, or other odors and signs of wear. Items that have been worn, washed, altered, or otherwise used cannot be accepted.

Shipping Your Exchange or Return

Return shipping is generally the customer’s responsibility unless the return is needed because of an error on our part.

Please package your item securely to help protect it from damage during shipping. We recommend reusing the original packaging when it is still suitable.

Hoops should not be coiled more tightly than instructed, and they should be protected with rigid packaging so they are not bent, crushed, or damaged in transit. We will provide additional packaging guidance when needed.

We strongly recommend using a shipping service that includes tracking and keeping your receipt or proof of postage. MoodHoops cannot be responsible for an exchange or return package that is lost, stolen, or damaged before it reaches our shop.

International Exchanges & Returns

International exchanges and returns require additional coordination. Please do not ship an international return until you have received instructions from our team.

Packages must be documented correctly to help prevent customs duties, import taxes, brokerage fees, or tariffs from being incorrectly charged when the item re-enters the United States.

We’ll provide guidance based on your country, the item being returned, and the reason for the shipment. Customers are responsible for following the provided customs and shipping instructions.

International customers are responsible for return shipping costs and any charges associated with sending the item back to MoodHoops.

Refunds & Store Credit

Once an accepted exchange or return has arrived and been processed, you may choose one of the following refund methods:

Store Credit

Store credit is issued after processing and is generally the fastest choice when you plan to order a replacement item. This allows you to place your new order without waiting for funds to appear in your bank or credit card account.

Original Payment Method

A refund may be issued to the original payment method used for the order. After the refund is processed by MoodHoops, it typically takes 1 to 5 business days to appear, depending on your bank, card issuer, or payment provider.

Refunds apply to the accepted value of the returned product.

Original shipping charges are non-refundable unless otherwise agreed upon because of an error on our part.

Missing accessories, damage, signs of use, or work required to restore an item to resellable condition may be deducted from the amount refunded or issued as store credit.

Processing Times

• February through mid-November: Exchanges and returns are generally processed within 5 business days after arriving at our shop.
• Late November through January: Exchanges and returns may take up to 10 business days to process after arriving at our shop.

Processing time begins when the package is delivered to our shop, not when it is shipped to us.

After processing is complete, we’ll email you with your store credit, refund confirmation, or the next steps for your exchange.

If you need your item back by a certain date, please let us know when contacting us through the form below. This will help us to assess if your item(s) will also need expedited shipping to reach you on time.

Holiday Exchange & Return Window

Orders placed between November 12 and December 28 are eligible for an extended exchange or return window and must be postmarked by January 28.

All other eligibility and item-condition guidelines still apply.

If Something Isn’t Right

If your order was damaged during shipping, arrived incomplete, contains an incorrect item, or is not functioning as expected, please contact us before submitting it as a standard exchange or return.

These situations may require different information, photos, troubleshooting, shipping instructions, or assistance through our warranty process. Reaching out first helps us determine the most appropriate and efficient way to assist you.

Need Help?

Every situation is a little different. If you’re unsure whether your item qualifies for an exchange or return, or you aren’t sure which process applies, please contact us before shipping anything.

While we cannot guarantee an exception or a particular outcome, we’re always happy to review your situation and talk through the options available.

MoodHoops reserves the right to decline exchanges or returns that do not meet the conditions outlined on this page, are received outside the applicable window, or were shipped without the required authorization and instructions.