How Can We Help?
Hoop Services should only be purchased for hoops in working condition. If your hoop is not working (for example: hoop not turning on, section of LEDs out, major kink or bend in the tubing) please head to the Repairs/Troubleshooting form instead to ensure that you will get the quickest service with the most accurate pricing.
What's next after the Service order is placed?
- Allow 1 business day for our Customer Service team to email you with shipping instructions on sending in your hoop. (business days do not include holidays or weekends)
- Serviced with no repairs needed will process within business 5 days after the hoop has been checked-in.
- Send your hoop in to us! Shipping the hoop to our workshop is not included, but return shipping is covered by the service.
- Need your hoop faster? Select expedited shipping for Rush Processing.
- Once your hoop arrives you’ll be emailed to let you know your hoop has been checked-in.
- If there are no repairs needed, and just the selected service is performed, the next email sent will be tracking for your hoop as it makes its way back to you.
- If repairs are needed we’ll let you know the findings and work out the details with you.
- Our shop works very quickly to get your hoop back to you!
Ordering Services for Multiple Hoops
If there are multiple hoops being sent in for service, please add a new service product to your cart for each hoop separately.
Service orders are usually best placed as a separate order from a new order for new products to avoid shipping delays.
In most cases an order for new products will be placed on hold until the hoop arrives from the customer to start the service order. To avoid delays you can place order separately, but you can also always contact us if your order is very time sensitive or if shipping needs to be combined.
Please let us know ahead of time if your hoop has any damaged LEDs or kinked/broken tubing by selecting one of the options in the ‘Hoop Condition’ field.
If there were no repairs other than the selected service, the next email you will get will be tracking for your hoop as it makes its way back to you.
If damaged or compromised hoop internals are found during inspection, even if it wasn’t reported in the service order, we will contact you to discuss pricing and options.
Filling out the Repair/Troubleshooting form for repairs helps to ensure that you will get the quickest service with the most accurate pricing after your hoop is received and inspected by our shop.
Repair charges will apply as normal for non-working hoops that are sent in for a service. We process repairs and services quickly and according to our usual fast shipping times.
If you’re sending in your hoop for a retube due to a kink or broken tubing it’s possible there could also be damage to the LED strip or the circuit inside. Sometimes there’s previously unknown damage to the hoop we can catch ahead of time while the hoop is with us.
The service fee doesn’t include LED strip or circuit repairs, but we will assess any needed repairs once the hoop is inspected. We will contact you about repairs before continuing work on your hoop to give you pricing and options. We always price repairs fairly and with the longevity of the hoop and satisfaction of the customer in mind.
Once your hoop is received in our workshop it will get inspected by one of our hoopsmiths. The next email you will receive depends on the condition of your hoop.
Make sure your serviced hoop will ship back to you at the correct address! The address used when checking out is the Shipping Address we will use when shipping your hoop back to you.
The address from your order will be shown in the return instructions/service confirmation email we will send to you. Please make any address changes at that time when you’re contacted by Customer Service.
The email address used to place this order will be the email used for communication about your hoop and shipment tracking updates once completed.
Service orders are usually best placed as a separate order from a new order to avoid shipping delays. In most cases an order for new products will be placed on hold until the hoop arrives from the customer to start the service order. To avoid delays you can place order separately, but you can also always contact us if your order is very time sensitive.
Order Processing & Speed
Choose expedited shipping at checkout to get your hoop faster. Check out the Shipping page for more info about shipping times.
If you’re concerned about your hoop reaching you in time please check out with expedited shipping for your service order, then Contact Us!
International customers can check out with either the Canada or International (UK/AUS) Express shipping option.
Service prices shown are an estimated total with your hoop’s return shipping included for one hoop. Prices are always shown in USD.
To get the exact shipping amount for your service order you can add the service to your cart and select the state/country. Approx $15 for domestic return shipping for one hoop, plus an added amount each hoop, is added to the service at checkout.
International customers can check out with either the Canada or International (UK/AUS) shipping option.
Ready the Hoop for Shipment
**Please allow 1 business day for Customer Service to email you with complete instructions for how to send in your hoop. This will include a Return Code that will go on the outside of the package.**
Hoop Service does not include the cost to get the hoop shipped to the workshop. We work very quickly once your hoop gets here! To begin service on your hoop we first need to get your hoop here in our workshop!
You can start the process of coiling and boxing your hoop to make it ready for shipment when you receive the Return Code and return shipping address from Customer Service.
Check out these Help Articles to help get your hoop boxed for shipment.
We work very quickly once your hoop gets here! To begin service on your hoop we first need to get your hoop here in our workshop!
Sending in your Hoop
Once your service order has been placed you will receive return instructions and the shipping address. You will receive a Return Code to post on the outside of the box.
We cannot be responsible for packages lost in transit. We strongly recommend adding tracking on your package. Shipping with package insurance is optional and at your own discretion.
We cannot be responsible for damage to hoops during shipment due to insufficient packaging. Please securely send your package with all edges taped and openings secured.
Drop off your packaged up hoop as soon as you’re able to after the Hoop Service has been purchased. The sooner we get your hoop, the faster we can get it back to you!
Contact Us About Changes or Questions
If you have any changes to make or questions please contact us right away.
Hoop Check In
Once we receive your hoop you’ll be emailed at the email address used to place the Hoop Service order to let you know your hoop has been received and checked-in.
Services are usually performed on hoops within 3-5 business days if there is no damage found in the hoop.
If damaged or compromised hoop internals are found during inspection, even if it wasn’t reported in the service order, we will contact you to discuss the findings, pricing, and options.