QUICK FIXES (Start Here)

LED & ELECTRONICS ISSUES

CHARGING & POWER ISSUES

PHYSICAL SETUP & PERFORMANCE

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UltraPoi

PRODUCT SUPPORT & TROUBLESHOOTING

Can I Cancel or Modify My Order?

When Will My Order Ship?

Where is my order?

What Do Order Statuses Mean?

What Should I Do If I Am Missing an Item?

Why Is My Order Delayed?

What Happens If I Entered the Wrong Address?

What Should I Do If I Received the Wrong Item?

I forgot to use a discount code on my recent order

Can I combine discount codes on my order?

An item I purchased is on sale now. Will you honor the sale price?

My Order Was Canceled, Why?

What Happens After I Place My Order?

110% Price Match Guarantee

Sale Price Adjustments

What If I Forgot My Password?

ORDERS

Shipping Overview

Shipping Timeline Explained (Processing vs Transit vs Delivery)

Shipping Carriers

What are your shipping rates and delivery times?

How do I track my order?

Do you offer free shipping?

What countries do you not offer shipping to?

My tracking information says my order has been marked delivered, but I have not received it. What should I do?

How do I refuse an order?

My package was lost. What now?

What should I do if my tracking information says 'Return to Sender'?

Can I upgrade my shipping speed after my order is placed?

Do You Ship on Weekends or Holidays?

Import Tax & Duty Fees (International Customers)

Do you ship to my country?

Why does my tracking number say "not found"?

What should I do if my shipping is delayed by the mail carrier?

What shipping carriers do you use? Do I need to sign for my package?

UltraPoi Shipping Protection

Do you ship to APO/FPO addresses?

Why Is My Tracking Not Updating?

International Shipping, Duties, and Taxes

Why Is My Shipment Delayed?

Can I Change My Shipping Method After Ordering?

SHIPPING

Return Policy

How should I package my return?

Shipping Charges for Returns

How to process an international return

FINAL SALE ITEMS

How long does it take to process a return?

Can I exchange my order?

Refund Information

RETURNS $10 OR LESS

RETURN ON PROMOTIONS

How to process a return in the USA

Store Credit Returns

Refund Returns

Late Returns

How do I return an item I received as a gift?

RETURNS

How do I use a Gift Card or Discount Code?

How do I receive store credit?

Why was my order canceled?

What payment methods do you accept?

Why is the charge on my account different from the total shown in my order confirmation email? (International orders (CAD, AUS, etc.))

What should I do if my discount code is not working?

How long does it take for my refund to process?

Was I charged twice?

Order Verification

PAYMENT

The item I want is sold out! When will it be back in stock?

Product combination disclaimer

Product injury disclaimer

Product Overview & What to Expect

Battery & Performance Expectations

Proper Use & Care Guidelines

Durability & Product Limitations

Safety Guidelines

Environmental Conditions

Product Variations & Manufacturing Tolerances

Modifications & Compatibility

Age & Supervision Recommendations

When to Contact Support

PRODUCTS

UltraPoi Warranty Overview

What Is Covered In The Warranty

LED Hula Hoop Warranty (UltraHoop Models)

Battery Warranty & Policy

What Is Not Covered

Repair vs Replacement Policy

Warranty Claim Process

Warranty Shipping & Service Terms

Non-UltraPoi Products Warranty

Warranty Abuse & Fair Use Policy

Our Commitment

WARRANTY & REPAIRS

Start Here: Quick Troubleshooting Guide (Fix Most Issues in 60 Seconds)

My Product Won’t Turn On

Resetting Your LED Device

How to Tell If It’s a Battery Issue vs LED Issue

Before You Submit a Warranty Claim

LED Not Turning On (Detailed)

LED Is Dim or Flickering

LED Won’t Change Modes

LED Turns Off During Use

Button Not Responding

Battery Not Charging

Battery Draining Too Fast

Product Only Works When Plugged In

Charging Port Issues

Signs Your Battery Needs Replacement

How to Assemble Your Poi

Product Feels Off-Balance

Rattling or Noise Inside Unit

How to Prevent Damage

How to Store Your Products

How UltraPoi Batteries Work

How to Properly Charge Your UltraPoi Product

How Long Charging Should Take

How Long Batteries Should Last

Battery Degradation Explained

Battery Safety & Care

Long-Term Storage & Maintenance

Battery Replacement Options

BATTERY & CHARGING GUIDE

Getting Started: Your First UltraPoi Session

Beginner Guide: How to Spin Poi

Beginner Guide: How to Use LED Hula Hoops

How to Assemble Your UltraPoi

How to Adjust Rope Length

How to Choose the Right Settings and Modes

Best Practices for First-Time Users

Common Beginner Mistakes (and How to Fix Them)

How to Care for Your UltraPoi Products

Practice Tips to Improve Faster

Performance Tips for Better Flow

Troubleshooting During Practice

GETTING STARTED & TUTORIALS