FAQ

Shipping

How long will it take to get my order?

Our exclusive Hoopery collections are available as a PRE-ORDER. Every item is created per purchase, so fulfillment times may vary.

You will be informed in the product description the estimated shipping time of the item. Due to the Covid-19 (Corona Virus) pandemic, we have estimated shipping times of 14-21 business days within the United States from the pre-order end date.

It says my package was delivered, but I haven't received it?

The Hoopery is not responsible for items that are stolen or mishandled on behalf of respective mailing couriers. 

If your item was delivered to the wrong address, please contact the respective mailing courier in order for your items to be re-delivered. 

Once your order is packaged, fulfilled and provided to the mailing courier, The Hoopery is no longer responsible for the timing or handling of the parcel. 

My package is stuck in transit. What should I do?

Please reach out to the respective courier with your package/order inquiries.  For domestic orders contact USPS Customer Service. For any international orders you can communicate with DHL Customer Service.

The tracking number provides the most recent and accurate status of the package. Once your order is packaged, fulfilled and provided to the Mailing Courier, The Hoopery is no longer responsible for the timing or handling of the parcel. 

When will I receive my tracking information?

Once your order has been fulfilled, you will receive an email containing your tracking number. It may take up to 48 hours for your tracking number to accurately update.

Do you ship internationally?

Yes, we do ship internationally. There is a flat shipping fee of $50 that will be applied to your order. Lastly, The Hoopery is NOT responsible for customs fees in order for package to be delivered through Country Borders. Keep in mind that you may experience longer delivery times when items are shipped out of the continental United States.

Can I change my shipping address after I already placed my order?

If you are interested in changing or updating the shipping address of your order please reach out to us at support@thehoopery.com. You can change your shipping address anytime before the 7th business day of fulfillment.

Order

How do I place a Return or Exchange?

We do not accept returns or exchanges unless the item purchased is damaged upon receiving the delivery. If you receive a damaged item, please reach out to support@thehoopery.com within 48 hours with your order number, a picture of the damaged product, and what you would like to do.

How do I cancel my order?

Contact us at support@thehoopery.com if you would like to cancel your order. Once your order ships we will not be able to cancel it. Most orders can be canceled before the 7th business day of fulfillment. 

Why did I not receive an order confirmation email?

Order Confirmation emails are typically sent within a few minutes of placing your order, but can take up to an hour. Make sure to check your spam folder!

We often find that incorrectly typed email addresses are often the cause of missing emails.

If you didn't receive your Order Confirmation email, please contact us at support@thehoopery.com and we can confirm the email address associated with your order.

Products

Can I order something that is out of stock?

No, you are not able to order products that are out of stock. Our exclusive collections are only available for a limited time. We may have re-releases for our most popular products, but that is not guaranteed. Announcements will be made so make sure to check our site frequently, sign-up for our email list, or follow us on Instagram and Twitter so you don't miss out. 

Donation Releases & Projects

Can I request a refund?

No, unfortunately we will not be able to issue refunds to any orders that are a part of pre-order periods that have been closed. All proceeds will have been already donated and all costs will have already been paid.

Other

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