Frequently asked questions
I'm new to hooping. What kind of hoop should I get?
I just got my hoop! Now what?
For shipping purposes, your hoop has been coiled down (unless they’re minis!). First, carefully remove the tape securing the hoop. Now lay the hoop down on a flat surface and allow it to naturally uncoil and round out for a few hours (maybe even a day). After that, simply connect it by pushing down on the metal button and joining the ends of the hoop together. If it’s still not completely circular after this point, either give it a little more time disconnected or play around with it for a bit (on a soft surface of course so you don't scratch it up!). If you need any assistance or have questions, please contact us!
How are hoops measured?
We measure the outer diameter in inches. Check out our Hoops 101 page for more information!
What is protective tape & do I really need it?
Protective tape is a clear layer of tape that goes over your decorative tape. It helps protect your hoop from normal wear and tear & prevents scratches, scuffs, and tape unraveling. Protective tape definitely helps your hoop live a longer life, especially if you hoop on concrete, brick, or any other hard rough surface. I recommend it if you want your hoop to stay pretty for longer! (Definitely a yes for performance hoops!)
What's the best way to store my hoop?
The best way to store your hoops is flat on an even surface at room temperature.
Try not to hang your hoop up form 1 point (like a hook) for too long... that pressure point with the help of gravity pulls the hoop down, thus stretching and pulling it into a teardrop shape. Try not to keep your hoop coiled down for too long... it’ll start to get comfortable that way and expanding it back into it’s normal, circular shape can be difficult. Be aware of warm environments, like your car. Heat allows the tubing to become malleable and flexible, so it may start to take on whatever funky form it’s positioned in.
What can I do about scratched/scuffed tape or tape that is starting to peel off/unravel?
Unfortunately there's nothing you can do about scratched/scuffed tape. The best thing to do is take preventive measures, like hooping in the grass or on carpet rather than on concrete. Adding protective tape also makes quite the difference!
What if my hoop is warped?
Can I change the address on my order?
If I haven't already shipped your order, then yes, we can fix your address! If I have already shipped it, you may need to contact the shipping carrier to redirect the shipment to the correct address or to a pick-up location.
Can I change the color or size of the hoop on my order?
We may be able to make changes depending on the size/color change and how far along I am on your order. (If you can't decide on a size, go for the larger one! We can easily cut down hoops to a smaller diameter... but we cannot make hoops bigger without starting over.)
Can I order half sizes and/or diameters measured in "ID"?
Yes! Just specify what particular size or measurement you want in the comment section during checkout.
What kind of payment is accepted?
We use Wix Payments as our payment processor on this website, so we accept all major credit and debit cards including Visa, MasterCard, American Express, and Discover.
We also accept PayPal, Venmo & CashApp! (If you'd prefer to use Venmo or CashApp, please contact us and we will gladly make arrangements for payment on the app.)
We now also accept AfterPay!
Can I cancel an order?
How long does it take for my order to ship?
You can find our current build time for custom, made-to-order hoops at the bottom of this page. This does not include transit times. Our build time is subject to change depending on order volume and supply & demand.
*Please wait at least 10 days before contacting us about your current order status, as this slows down processing times for everyone.
Transit times vary by shipping carrier and location, but usually take 2-4 business days (Monday through Friday, not including holidays) for domestic orders.
Do you ship internationally?
Of course! Because shipping fees can vary depending on package size/weight and location, feel free to email us if you want a more accurate shipping cost or transit time.
Is shipping free for locals?
Yes! If you are in the Chattanooga area, you are welcomed to come pick your order up at our shop. During checkout, select Local Pick-Up and the shipping cost will be eliminated. Once your order is ready for pickup, you will receive an email with further instructions and contact information.
Please note that any products remaining after 30 days will become company property for resale and no refunds will be considered unless previous arrangements were already discussed.
How are hoops shipped?
To comply with shipping carrier size requirements and to keep costs down, hoops are usually coiled down and secured with either tape or a hoop extender. All hoops are padded with bubble wrap and are packaged in either weatherproof poly mailers with protective cardboard slips or in a box depending on the hoop's size and ability to coil down. Larger hoops, bulk orders, and international orders are shipped in boxes unless otherwise requested. All orders include a tracking number and are insured.
My tracking number hasn't updated... what do I do?
Please allow at least 24-48 hours for your tracking number to update. Even then, sometimes the shipping carriers make mistakes (especially since the pandemic) and tracking numbers can occasionally take up to a week to update. I try my best to keep up with orders in transit but unfortunately I cannot check the tracking number of every order every day. If the tracking has not updated in a week or if any other issues arise, please do not hesitate to contact me. Please keep in mind that once the package leaves our shop, we no longer have control or responsibility over what happens to it during transit, including delays... but I will do everything I can to hep the situation.
What if my hoop was damaged during transit?
If your hoop has been damaged during transit, please send us a couple of photos of the damaged product along with the packaging as soon as possible. Because these things unfortunately happen from time to time, we make sure to insure every package that leaves our shop.
The tracking says my order was delivered, but I never got it?
We provide insurance for all of our packages, but unfortunately this does not cover misdelivery or package theft. If your order is marked as "delivered" but you never received it, please reach out to your local post office or UPS store to fill out a missing mail search or missing package claim. You can do this in-person or online.
Be sure to check your property around the sides, at other entranceways, in garages, around bushes, and behind objects as sometimes delivery drivers will leave packages in unfamiliar spots or unusual places to conceal them from the public or because that person has not delivered to your residence before. Also if you are comfortable doing so, reach out to your neighbors as sometimes packages are misdelivered to the wrong house next door or perhaps your neighbor is holding onto it for you.
If the post office or UPS is unable to help and you suspect package theft, you'll need to file a police report.
Once you provide us with either a copy of the missing package claim along with any subsequent updates or a certified copy of the police report of package theft, we will replace your order for no additional cost.
Returns & Refunds
The hoop wasn't like I expected/I ordered the wrong size. Can I exchange it?
Because every hoop is custom made and made-to-order, we unforunately do not accept exchanges.
Can I return a hoop or get a refund?
Readymade hoops, limited edition items, items on sale, and bulk orders are final sale and cannot be returned or refunded.