International Orders - Important

 
 
 
 
 
Kate Ryan Flying
 
 
INTERNATIONAL CUSTOMERS - We have an impeccable turnaround time for International orders and have shipped to over 70 countries on 7 continents.    You can receive an INSTANT shipping quote via our website.  The only way we accept International orders is via www.Hoopologie.com, not by email or phone.

 

PLEASE FOLLOW THESE INSTRUCTIONS IN ORDER TO STREAMLINE YOUR EXPERIENCE (these are specific to our internal process):

 

  • STEP 1: Please create a customer account on Hoopologie.com COMPLETE with phone, contact and address information.  (this is the top reason orders are delayed, there is no complete address information)
  • STEP 2: Next you will then add ALL OF THE ITEMS to the shopping cart. (If you need help with the process of building your order, we can answer any questions you have! Please reach out at [email protected]!)
  • STEP 3: You will have your choice of Priority Mail International or UPS Worldwide Expedited. If your order is time sensitive, UPS is the preferred option.  *Please note that Priority Mail International is less expensive, but more difficult to trace, and if problems occur, there will be a time frame for investigation that usually is 20-30 days, we are unable to replace any International Package, please understand the risk of delay with these orders.  You will need to work with your local post office (we do not work with foreign post offices)  and monitor the status of your package(s) to ensure delivery.  (WE SHIP VIA THE METHOD YOU SELECT, PLEASE DO NOT SELECT THE METHOD YOU DO NOT PREFER, PLEASE DO NOT THINK THAT WE ALREADY KNOW WHAT METHOD YOU PREFER.  THE WAREHOUSE SHIPS EXACTLY WHAT METHOD IS PRINTED ON THE ORDER)
  • STEP 4: SUBMIT THE ORDER via the website.  We will process the order in 24-72 hours and you will receive an emailed tracking number(s) once the order has shipped, if you have NOT received an emailed tracking number please check your spam folder. 
  • STEP 5: (OPTIONAL) SUBMIT A QUOTE via the website. If you simply want to receive a shipping quote from our team, submit the order to us using the QUOTE option at checkout.  You will type today's date into the QUOTE box and then submit the order as if you were going to pay.  We will be able to calculate a more accurate shipping cost based on packing efficiency, and in some cases, reduce the cost of shipping that the card has calculated.
  • We will contact you with any questions prior to that so please check your email during that time.  If you are having issues with checkout, as some people do with foreign credit cards, you may submit the order as a QUOTE.  We can then email you a payment link from which you can pay directly.  This method has worked well with many of our customers.
  • STEP 5: If after understanding all of these points you still have questions, please contact us at [email protected].  Please have your account created and order built within the shopping cart so that we can assist you in a timely manner.

 

PLEASE NOTE: ONCE WE PICK AND PACKAGE ORDERS, WE DO NOT ALLOW CHANGES TO ORDERS!

 

*When placing an international order, you agree to assume the responsibility of: understanding to completion, the process of receiving your package in your country, which entails, UNDERSTANDING how your package moves through customs, UNDERSTANDING where your local post office is, UNDERSTANDING that you are responsible for any and all communications with your local post office should an issue occur.  You understand that YOU are responsible for tracking your package (and that your tracking number was emailed to you automatically at the time of shipping, and may be in your SPAM folder) and being an advocate to claim it if customs is holding it for an extended period of time.  You understand that customs can sometimes hold the package for longer than expected.  You understand that Hoopologie has no ability in this situation to assist you until the package is determined "LOST" by the post office at which time we will file a claim, but you as the customer are responsible for understanding what is required and expected when making international orders to your country.   We recommend signing up for EMAIL notifications on the USPS website for your package so that you are immediately notified of any possible issue that may occur.

*It is your decision if you want to purchase insurance on ALL international shipments, through the carrier.  If in the event a package has been lost, we will submit a claim via the carrier used.  We will not replace the package under any circumstances until the investigation has been conducted and we have been reimbursed for shipment lost.  We do not guarantee delivery of any International packages via the United States Postal Office only via UPS.

*International First Class packages have an average delivery time of 6-8 weeks, please keep that in mind when selecting that option and please understand that we are unable to track the package beyond what is noted by the US Postal Service.

*It is the responsibility of the customer to RESEARCH and UNDERSTAND the import duties put forth by their respective country.  We ​do not research this for you ahead of time and will not notify you of what you will owe by the customs office in your country.  

*Under no circumstances will we mark a value on the customs form that is different from the invoice.  Please do not ask us to do this, it is against the law.***

*FREIGHT FORWARDERS - We do allow customers to utilize their freight forwarders; HOWEVER, the packages that ship to the destination are ONLY guaranteed delivery to the destination of the freight forwarder, NOT the final destination.  Hoopologie is released from any liability regarding packages that have been forwarded.  This means that if the packages are tampered with, opened or altered in ANY way, items ADDED INTO our packages, etc, we are NOT responsible for items moved, shifted, damaged or scratched, lost, stolen, or invoices missing.   We take great care in packing our orders, they are packed in order to ensure items are not damaged during transit, our boxes should not be opened and manipulated, if they are, you release us from any liability with the shipment.  Please take this into account when using a freight forwarder.  We recommend using a professional company with accredited reviews for freight forwarding. (we have experience with a fraudulent freight forwarder and it was an unpleasant experience for all parties involved)

*WE ARE NOT ABLE TO CREATE RETURN LABELS FOR INTERNATIONAL SHIPMENTS.  If you wish to return your order, you will have to ship the item back to us.  If Hoopologie and the customer have agreed for postage reimbursement, customer will be reimbursed via PAYPAL.  There are no other options for reimburstment.  You "agree" to these terms and conditons by checking out on our website.

 

SPECIAL NOTICE REGARDING CANADA:

Shipments to Canada are subject to Canadian import duties, sales taxes (general and provincial) and UPS/USPS brokerage fees. Note that only "Canada Standard and USPS" shipments are subject to brokerage fees.  UPS "Expedited" & "Express" are not. Hoopologie does NOT collect taxes or brokerage fees in advance.

In some cases, the sum of Canadian taxes and UPS brokerage fees may approach the value of the tape ordered.

It is your responsibility to know the amount of these taxes and duties. Hoopologie will NOT accept return of refused packages and will NOT issue refunds on orders to Canada.

WHEN TO PAY: When your package enters customs in Canada, UPS/USPS will call you and tell you what duties, taxes and brokerage fees are due. They will ask you then if you want to pay them with a credit card in advance. If you don't, you'll have to pay an additional "COD" fee upon delivery.