Customer Service FAQ

Here you will find the most commonly asked questions from our valued customers.

MY TAPE IS SCUFFED, WHAT CAN I DO?

Yes, it is true that concrete and hoops do not play well together! Honestly your hoop is only going to get more and more roughed up the longer you have it and play with it. There is not much that can be done to "fix" the tape. Some people use their hoops for years and then have it re-taped, though this is a small percentage. A lot of hoopers will have a quiver of hoops for different purposes. For example they will have their practice hoop that get beat to crap and then they have their shiny performance hoops that only get used when it matters how shiny and perfect they look. I wish I had a good solution for you! Just know that you are doing great BECAUSE your hoop is getting beat up! It means you are hooping a lot and learning so many new things!

HOW CAN I TRACK MY ORDER?

When your order is shipped out you should receive an email with your shipment info and tracking number. This an automatically generated email, so be sure to check your spam folder or other tab areas if you don't see it right away!

You can see all activity on your order, including shipment, by logging into your online account.

Orders typically ship within 48 business hours of your order being placed. Please note these are business hours, we do not ship items on the weekends. For more detailed information check out our shipping times page.

THE SPINSTERZ GUARANTEE

We want to do our part to try and keep plastic out of landfills and ensure that you get to keep using your FAVORITE hoop for as long as possible.

Not all hoops can be repaired, but we will do our darndest to fix yours. If for some reason your hoop is un-repairable, we will credit your account with the cost you paid in shipping to get it to us, so that you can put it towards a new hoop.

Free repairs are good for any Spinsterz hoop including PolyPro Hoops and Fitness Hoops. Exceptions are the LED Hoops and Fire Hoops as these are made by third party. They may still be able to be repaired you'd need to work with them directly for your repairs.

HOW DO I GET MY HOOP FIXED?

Please email us at warranty@thespinsterz.com and put "Repairs" in the subject line. It is also helpful to include a few pictures of the hoop, your name, email and order number.

Shipping is paid by client.
Repairs, material and labor covered by The Spinsterz

WHERE CAN I FIND INFORMATION ON SHIPPING?

All information on Shipping Costs, Times, Delivery schedules can be found on our extensive Shipping Information page.

DO YOU HAVE A WARRANTY ON YOUR PRODUCTS?

Yes. Our Warranty & Returns page explains what's covered and how repairs and replacements work. For repairs, email warranty@thespinsterz.com.

WHY IS MY HOOP NOT A CIRCLE?

New hoops are packed tight for shipping, so they can look oval or bent when they arrive. Lay your hoop flat on the floor for at least 12 hours (24 hours is preferable) so it can relax back into a circle. Our guide on how to unpack and set up your hula hoop walks through it step by step, and our Hula Hoop FAQ has tips for keeping your hoop round.

HOW MUCH DOES IT COST TO SHIP TO.....?

The Spinsterz website is programed to automatically calculate your shipping cost and availability to your location. You just need to put the item/s into your cart and enter your address and it will provide you with options and an accurate rate quote to your country.

Shipping prices will vary by country and we cannot control the cost of shipping to your location. Please be aware of your countries customs, duties and import tax laws, The Spinsterz cannot be responsible for you having to pay an import tax. We declare the actual value of the item on our customs forms and ship as merchandise or goods, we are not able to ship as a "gift". We do apologize for this and understand that import taxes can sometimes be expensive.