Troubleshooting / Repair / Warranty - PixelHoop

Name*

First Last

Email*

What was the original Name, Email or Order # used to place your order?*

Around when did you receive your hoop?*

Order # (optional):

Has this hoop been resized, retubed, or sent in for a paid service before?*

Yes
No

Has this hoop been sent in for repair before?*

Yes
No

When was it sent in? What was it sent in for?*

What is the Hoop Size listed on your original order?*

Which tubing is your hoop made out of?*

What problem are you experiencing (Select All That Apply)*

Single or Multiple LEDs out:

We're happy to work with you to get your hoop repaired quickly. Before we have your hoop sent in, we want to make sure we're addressing the issue correctly. Please confirm a few details for us so we can be sure to provide you with the best service 🙂

LEDs may not look as you're expecting if the battery is discharged or no longer in good working condition. If you have an additional battery, first fully charge all your batteries and try it in the hoop to see if the LED returns to normal.

Kinked or Cracked Hoop Tubing:
Kinked or cracked tubing may cause damage to the internal electronics of the hoop. If there's internal damage to your hoop and the tubing is kinked or cracked, fill out the rest of the form below.

<>If your tubing is kinked or cracked, but as far as you can tell your hoop appears to have no damage, you can send it in for a retube through this service here: PixelHoop Service.

Hoop is difficult to open or close:
If you're having difficulty closing your hoop, there's an easy fix for this 🙂 Hard to see dirt or debris can get into the hoop where it slides in, causing the hoop to become difficult to open or close.

Take a moment to clean off the connection areas of the tubing where the hoop fits together, making sure there is no debris (sand or dirt) causing extra friction.

You may add a *very small* amount of petroleum jelly (Vaseline) on the inner part of the tubing connection that slides into the other side of the hoop.

Please give this a try, as this is what will make it easier in most cases.

Warped Tubing:
First try to set the hoop out in the sun on a flat surface, with the battery removed. It's normal for your hoop to have a little memory from its coiled shape when it's been collapsed for a while.

You may also have experienced the warping from keeping the hoop leaned against a wall at an angle. Tubing is stiffer in even slightly lower temperatures, so it probably just needs a little bit of sunshine to help get it back into shape 🙂

Water Damage Info:
Water damage isn't covered by the warranty, but if you think there's water damage just let us know ahead of time so we can recommend the best course of action. If the hoop is beyond repair we would be happy to work out a discount for you on a new hoop instead. Just let us know what's up! 🙂

Please describe the problem you're experiencing with your hoop:*

Number of batteries you have? (please enter a number)*

Please describe the condition of each of your batteries. Is the plastic peeling, is there discoloration near the positive end?*

Are your batteries different lengths?*

Yes
No

Are you only experiencing connection issues with the longer battery?*

Yes
No
Both

When the charger is plugged into the wall, without a battery, does the light turn green?*

When the battery is inserted into the charger, what happens to the light on the charger?*

Have you tried leaving the batteries on the charger for a few hours? (You should try this if your hoop lights up for a just a second with the battery in)*

Do the ends of the battery terminals appear to make a solid connection with both sides of the battery?*

Yes
No
I can't tell

Is the issue that you are experiencing happening when you try all of your Moodhoops batteries, after each one has been fully charged?*

Yes - this issue occurs with all my batteries, even after each one has been fully charged to the best of my knowledge
No
Only happens with one battery

Can you confirm that you are seeing an LED that is out and not the dark spot from the counterweight?*

Yes
No
Not sure

What number of LEDs in your hoop are currently functioning normally? Enter a number:*

Are you experiencing an issue with particular colors going out first? Please describe:*

Certain colors of light use more voltage than others. If you're experiencing particular colors fading before others, this may be a sign of your battery needing charging.

Even with the above suggestions to reshape your tubing, are you still experiencing warped tubing? Please describe in detail.*

After trying the above methods to make your hoop easier to open and close, are you still experiencing the same problem? Please describe:*

If we determine that you need replacement parts, which address should we ship to?*

Street Address City State / Province / Region ZIP / Postal Code Country

Name that should be on the package:*

First Last

Would this be shipping outside of the United States?

Yes

Phone Number (needed for all international orders):*

Details, comments or concerns?

Notes:

Troubleshooting / Repairs / Warranty - PixelHoop