Cancellation policy:

We do not allow cancellations.  This is because we hand-craft everything we make and may have already cut tubing for your order.

Refunds:

We hand-craft every item we make with a great amount of love and care.  Because we make every item to order, we do not offer refunds except in the case of something that is our fault.  We will deal with this on a case-by-case basis.  If you think we have made a mistake, we recommend that you contact us at rubyhooping@gmail.com to discuss the matter and receive information on how to return your item.

In any case where we agree to accept the return, the hoop(s) must meet these conditions:

• in original condition (still brand new without visible wear)
• has been stored properly and shows no damage from extreme temperatures
• shipped back within three days of the USPS delivery date

There is a $10 restocking fee per day hoop or $20 per LED hoop for all items that we agree to take back.  (This does not apply if we made a mistake.)  You are also responsible for all associated shipping fees.  Your refund will be issued back to the same method of payment you used when you placed your order, less the above named fees.

(If it is clear that we simply sent you the wrong hoop by mistake, we prefer to remedy this by sending you the correct item.  This is not considered a refund situation.)

NO RETURNS ON INTERNATIONAL ORDERS (shipping is just too expensive).

All hoops are made as they are ordered, so please make sure to check all posted turnover times (always accessible on the front page of our website) before emailing us to check the status.  We will try to get back to you as soon as we can, but please remember we are busy working on your hoops!

Shipping:

All domestic orders are shipped using USPS.  You will receive a tracking number via email when your hoop ships.  Please keep in mind turnover time refers to the span of time between when we get your order and when we ship it.  For current turnover times, go here.

Lost or Damaged Packages:

You need to notify us as soon as you become aware of a problem.  We will work with you to figure it out, but please be patient as we do not have control over what the Post Office does. If the package appears to be sitting still on the tracking, please wait a few days as it will most of the time turn up without doing anything. If nothing is happening you can file an investigation with USPS.  If the window of time they give us has been exceeded then I will make and send you a replacement at that time as I will be able to file an insurance claim with USPS at that time. This is an extremely rare issue.

Substitution Policy:

Rarely we will need to use a different color of tape or tubing than what you purchased if we run out of the color you chose.  We reserve the right to do this at any time.  We will always try to find a similar color to what you chose.  If you do not want us to do this please write “no substitutions” in the notes during checkout on your order.