Troubleshooting / Repair / Warranty - LED Wands & Fans

Name*

First Last

Email*

What was the original name or email address used to place your order?*

Around when did you receive your Wand or Fans?*

Which product are you writing in about?*

Classic LED Levi Wand
PixelWand
FutureWand
LED Fan

Which color style do you have?*

What is the main issue you are experiencing?*

Wand or Fan Not Turning On:
Please read this section for information on how the light unit and charger should be behaving so we can help to determine quickly what the issue may be:

When the light element has the USB cord plugged into the unit, a red light indicting it's charging should come on. When the unit is plugged in, and has become fully charged, this red light will turn off.
Even if the unit is fully charged, then plugged back in again, this red light will still show for a couple of minutes, then turn off again. This lets you know the unit has been charged properly and that the charger port on the unit is working.
If there is no red light showing on the unit, please make sure the wall charger is plugged into a working outlet. When the charger is plugged in, a blue light will come on. If both the blue light on the charger and the red light on the unit have come on, this indicates that the whole unit has been or is being charged properly.

Please make sure you have completely charged the device fully. If it is still not turning on we are happy to remedy this quickly 🙂

Lights Appear Dim:
Another way that your LEDs may not look as you are expecting is if the battery is discharged. First fully charge the unit to see if the LEDs return to normal.

It's not uncommon for the lights to act strangely or freeze on an animation when the battery is low.

Silicone Caps Flew Off or Missing:
We're happy to send you out a couple of new replacement silicone caps. Please fill out the info below.

For our International customers, replacement silicone caps will be sent with First Class International Mail, which could take up to approximately 3 weeks to be received.

Are you experiencing an issue with particular colors of the LEDs 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.

Does the red light come on when the charger and USB cord are properly hooked up to charge?*

Yes, the red light comes on
No, the red light does not come on

Does the blue light come on the charger when it is plugged into a wall outlet?*

Yes, the blue light on the charger does come on
No, the blue light on the charger does not come on

It's possible the USB cord being used is non-working. Have you been able to use a different mini-USB cord to try to charge the unit?*

Yes, I have a different USB cord I tried, but the red light on the unit did not come on, and the unit still does not turn on.
Yes, I have a different USB cord I tried, and the red light on the unit did come on, but the unit still does not turn on.
No, I don't have a different USB cord available.

Does the USB charging port on the unit that's not working appear to be bent or cracked?*

Yes
No

Info about Water Damage:

We're happy to work with you to get your Poi/Staff light units working as expected as quickly as possible.

Please confirm that your Poi/Staff light unit has not had exposure to water, as this leads to internal corrosion and can cause LEDs or other electronic components not to work.
Water damage is not covered by the Warranty, but we are happy to get your LED Poi/Staff in the workshop and work with you for repair.
If you think your Poi or Staff light units may have had exposure to water, dew or moisture, please let us know in the comments below.

Please describe the issue you're experiencing with your device in detail:*

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

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

Name that should be on the package:*

First Last

Would this be shipping outside the US?

Yes

Phone number (needed for international shipments):*

Video - Link to Google Drive or WeTransfer

Please provide a link to a video of the issue being experienced. This helps us suggest any troubleshooting steps, and also serves as a reference point for our techs should your prop need to come in for repairs. Please make sure to share access with customerservice@moodhoops.com. 🙂

Details, comments or concerns?

Notes:

Troubleshooting / Repairs / Warranty - LED Wands & LED Fans