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Frequently Asked Questions

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1.HOW LONG DOES IT TAKE FOR MY ORDER TO BE SHIPPED OUT?

**Please make sure to fill out all information correctly to avoid extended delays in shipping times.**

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Orders are processed within 5-7 business days. Business days are Mon-Friday excluding holidays. Processing can consist of hand-making your particular order, or pulling the item and packaging it so they are ready to ship out.

Orders submitted prior to 3 p.m. PST will begin processing the same business day.

Orders received after 2 p.m. PST will begin processing the next business day.

 

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Domestic:

 

  • First Class (3-5 business days)

  • Priority (1-3 business days)

 

International:*

 

  • The estimated delivery time for First Class International orders varies.**

  • The estimated delivery time for Priority International orders is 7-14 day

 

Please note, in certain situations, international orders can take up to 4-7 weeks to arrive once shipped depending on customs. For First Class packages the tracking number is only available through USPS.com until the time it leaves the United States. Once your package leaves the United States tracking information will not be available.** Please take into consideration COVID delays.

 

All applicable custom fees, taxes, and duties are the sole responsibility of the customer. It is at the sole discretion of custom agents to release your package. For more information on customs and duties charges, please contact your local customs office.

 

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2. SHIPPING SERVICE DOES HOOP HÄUS USE? 

  • United States Postal Service (USPS)- most frequent

  • FedEx 

  • UPS- usually for large heavyweight orders

 

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3. WHAT IF I ENTERED A WRONG ADDRESS/INVALID ADDRESS/ MISSING APT NUMBER? 

If you catch this mistake prior to receiving a shipment notice, please contact us by emailing support@hoophaus.com ASAP to make the change prior to shipping. You must be able to confirm the order details in the email.

 

In the event, we are unable to properly ship out your order due to missing or invalid information we will make (2) attempts to contact the customer. The first contact will be via email on Day 1. If no response is received back from the email then a phone call will be initiated on Day 2. If we do not receive a response within 7 business days your order will be canceled and refunded. 

In the event, any order is not received due to an inaccurate or incomplete shipping address the customer must pay for shipping charges a second time before Hoop Häus will re-ship the original order.

 

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4.WHAT IF THE ITEM I WANT IS OUT OF STOCK?

In the event that we are out of stock on an item that you ordered we will contact you via email/phone to provide additional options for fulfilling the order. If we are out of stock on an item that you would like to order, please check back within a week or so.

 

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5. WHAT IS YOUR POLICY ON EXCHANGE/RETURNS/REFUNDS AND RETURNS?

We will accept returns for exchanges and refunds under the following conditions:

 

  1. Returns must be received by Hoop Häus within 30 days of purchase.

  2. Returns must be unworn and in new condition. 

  3. Items must be in new condition (free of human and pet hair)

  4. Items cannot be washed or dried

  5. Upon inspection, any item received under these conditions may result in your return/exchange being denied 

  6. If possible please include your original packing slip order confirmation with a short note of the correction to be made. Once we receive the returned item we will process and send out your replacement package or issue a refund/store credit.

 

Send to:

HOOP HÄUS LLC

5627 Telegraph Ave. Suite #212

Oakland, CA 94609

If you have any questions about your return please send an email to support@hoophaus.com

 

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EXCHANGES

The customer will incur the costs to return all item(s) for exchange except for situations where the mistake is on our behalf. We will then send over a return label to send back the wrong products.

*In the event an item is not available for an exchange we will issue a refund or store credit for the returned item.

 

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REFUNDS 

After receiving the returned item, upon approval Hoop Häus will credit the customer’s account for the original purchase amount minus shipping and any discount/coupon codes.

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