CitivaCreationz
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Feel free to contact us with any questions, fun photos, custom requests, or just to say hello! Typically you will receive a reply within 12-24 hours. If you don't, please don't fret! We travel a lot for vending, so if you don't hear from us for a few days we are most likely out of town and will get back to you as SOON as we can :)

E-mail : citivacreationz@gmail.com

Phone (texting preferred) : (816)916-1443

 

 

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TURNAROUND TIMES

 

LED HOOPS: All LED hoop orders will be shipped out by the end of December!

 

POLYPRO HOOPS/HANDMADE HOODS/HOOP ACCESSORIES: These items will all be made and shipped out within 5 BUSINESS DAYS of purchase, unless purchased with an item with a longer turnaround time.

 

SHIPPING POLICY: It is crucial that you double check your address before checking out! If you have an incorrect address on your order then you are responsible for paying any additional shipping costs associated with re-shipment. Any changes made to your address AFTER an order is placed are NOT guaranteed.  Any items sent to an incorrect address will NOT be replaced, unless they are returned to me by USPS. With the volume of orders we receive, changes sometimes get lost in the shuffle so BE SURE TO DOUBLE CHECK EVERYTHING BEFORE CHECKING OUT!

 

TRACKING: You will receive an email with tracking info 1-3 days before your item is actually sent. It may take up to 48 hours for tracking to update with any info. The carrier is supposed to scan the package at every destination, but sometimes scans get missed. If your tracking has not updated within 7 days, send us an email and we will investigate the situation! For more accurate info, you can call 1-800-ASK-USPS to inquire about the location of your package.

 

INSURANCE: All items are insured, and we will replace any packages that have been confirmed to be 'lost' or 'damaged' by USPS. You will not be responsible for paying any additional fees or costs unless the address on your order is incorrect.

 

INTERNATIONAL SHIPPING: Shipping is available worldwide, except Israel due to customs regulations. All international orders will be shipped with USPS First Class International, which takes approximately 2-6 weeks to be delivered. International buyers are responsible for paying any customs or import duty taxes that their country may charge! Also, once the shipment has left my hands, I cannot control how long it will take the item to arrive, sometimes items take longer than expected to go through customs so if you're needing something for a specific event please order ahead of time. RUSH  UPGRADES ARE NOT AVAILABLE FOR INTERNATIONAL ORDERS.

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RETURN & EXCHANGE POLICIES

By making a purchase, you agree that you have read and accepted all of the following information. If you have questions, don't hesitate to contact us!

 

RETURN/EXCHANGE POLICY: We want you to be satisfied with your purchase! If for some reason you aren't happy with what you received, you may be eligible to return it for a refund or an exchange. Please note that sale items or items purchased with a coupon code are final sale and may not be returned for a refund. 

If your item is eligible for return, it must meet the following requirements:

You must notify us that you would like to return or exchange an item within 7 days of the DELIVERY date, and the item must be placed in the mail for return/exchange within 14 days of the DELIVERY date. Please send your request to citivacreationz@gmail.com along with any necessary photos or documentation that will be required for processing your return.

The item(s) must be in new, unused condition with no signs of wear. This includes but is not limited to: scratches on hoop tubing, sanded tubing, dirty items, clothing items that have been washed, etc. Hoops must be returned in original packaging with all included accessories (chargers, batteries, etc.)

For refunds, shipping costs and rush upgrades are NOT refundable.

For exchanges, you must pay all associated shipping costs to receive a replacement product. However, if we are at fault for a mistake on your order (ex. you received the wrong size or color) we will pay for all shipping costs!

 

DAMAGED ITEMS: If your item arrives damaged, please take photos of the item and the packaging and send us an email immediately! If the item was damaged during shipping we will replace it at no cost to you!

 

PAYMENT POLICY: Purchase must be submitted in full before an order can be created and shipped. Orders that have not been paid in full within two weeks will be automatically cancelled and refunded.

If you have made a purchase and would like to cancel it, you may do so as long as your order has not shipped yet. Please email us at citivacreationz@gmail.com if you need to cancel an order and we will process your full refund as soon as possible!

Coupon codes may NOT be applied after an order has been placed, so please make sure you use it at checkout in order to receive the discount!

 

DISCLAIMER: CitivaCreationz LLC is not responsible for any damages, injuries or losses associated with the use or possession of anything sold or gifted from this web store. Instructions are included with each purchase, and should be read and followed before the use of the products. More specifically, LED hoops use lithium-ion batteries which can be dangerous if handled/used improperly! Take caution and be aware!

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FREQUENTLY ASKED QUESTIONS


ORDERING

Why are the prices different between the different sites? Does it matter where I order from?

Items are priced according to the fees that each site charges to sell on, and you will get the same thing no matter what site you order from!

Do you offer the inner connection upgrade for all of your hoops?

Currently we do not offer inner connections for melt hoops or for hoops over 37” in diameter.

Has my payment cleared?

You should receive a confirmation email for your purchase, if you don’t see it in your inbox please check your spam folder! You can also check your bank statement or paypal account to see if the charge appears...if the money was withdrawn, the order has gone through and payment has been received! If you sent an e-check through PayPal, it may take several days to process the payment and you’ll be notified by email once it goes through. Please be aware that items won’t be shipped until payment clears from your bank account or paypal account!

My order hasn’t shipped yet, can I still add something to it?

Sure! Just shoot us an email and we'll let you know how!

I asked you to change my address, why doesn’t the shipping email I got today doesn’t reflect that change?

Orders can't be changed in the system once they are placed, so they won’t update on the invoice or ship confirmation email. Rest assured, a note has been added to remind of the change!

Can I use more than one coupon code or use a coupon code on a sale item?

Only one coupon code per order. If more than one is used, you will need to pay the difference before your order is shipped out. Coupon codes cannot be used on sale items unless that is specified in the sale ad.

What is the pick-up discount? How do I place and purchase a pick-up order?

View the local pick-up listing to see current discounts! If you have questions or want to create something custom, let us know.  To place a pick-up order, please purchase the pick-up deposit listing, and then text Miss Jess at 816-916-1443 to set up a date and time to meet! You can pick up the order in Kansas City, or you can pick it up in any of the cities we will be traveling to (which can be viewed at http://www.citivacreationz.com/vending-events/ ) The deposit listing is non-refundable once the order has been made. The remainder of your purchase total is paid at the time of pick-up and is cash only!

I need to order a new battery, how do I know what size I need?

Please read the battery you already have, it will either say 10440 (featherweight) or 14500 (normal). Featherweight is AAA sized and normal is AA sized.  Unless it’s an older hoop ( over an year ) all 5/8’s are featherweight.  ⅝ inner will NOT fit AA batteries, only AAA.  ⅝ outer will fit AA batteries but they will not work for the hoop. Must use AAA for ⅝

Can I order a battery elsewhere?

We recommend buying batteries through us because we have a reliable supplier who only buys from legitimate sources. A lot of batteries out there are knock offs and can potentially damage your hoop or cause injury...I've seen low quality batteries catch fire. If you are going to purchase from another seller, just be sure that they are TrustFire brand with PCB chips! You should never use a battery without a PCB chip for your own safety. If you are ever unsure, always check the flat, negative end of the battery to make sure its a gold color (this indicates the presence of a PCB chip!)


CUSTOMIZING ORDERS

What are the color options for creating a custom melt LED?

You can choose up to five colors: Fuchsia, Coral, Peach, Yellow, Turquoise, Mint, Blue, UV Purple, Bright White, Warm White

Can I get an all UV purple hoop that will make my clothing glow?

Yes, we can do an all UV purple hoop with 18, 27 or 36 LEDs for maximum glow! The hoop will make anything UV reactive within 2-4 feet glow. Please note that UV LEDs take up more battery power than any other color, so the battery will only last 45 minutes to and hour on a single charge.

Can I get a melt hoop without the gaps or get a strobe hoop with sections like a melt hoop?

Sure! We can do a melt hoop with the LEDs spaced apart normally around the hoop like the strobe hoop design, or we can do the strobe LEDs in sections spaced apart like the melt hoop design!

Can I get combine solid LEDs with strobe LEDs in a custom hoop?

Unfortunately the strobes and ribbons cannot be mixed with the solids LEDs.

Can you make a hoop size not listed on the site?

You can request an in between/odd size (keep in mind certain size/tubing restrictions), if you wish to do this please leave a note at checkout with what size you’d prefer! (Ex. 33” in ¾” HDPE)

Are there any size/tubing restrictions?

Melt style hoops are not available in minis or sizes under 26”.

We do not make hoops in ⅝” over 32” (with the weight of the LEDs they are very floppy!)

Please note that hoops in ¾” tubing under 30” may not be fully collapsible.

38” hoops are not available in polypro and are only made with outer connections.

Can I get weight added to my hoop?

Of course! Just leave a note at checkout.

Can I substitute the charger that is supposed to come with my hoop for another battery?

Yes! Please include a note with your order, or if you’ve already placed your order send us a message so we can add a note to your order!

Can I customize a hoop bag?

You can choose to have the bag made in one single solid color, or two single solid colors (one on each side) or a print (print on one side and solid color on the other side.) The hoop bags are made of a stretchy lycra material (non-waterproof) and only come in one size (they will fit collapsed hoops up to 40” and/or minis up to 20”.) They cannot be made with pockets, but the straps can be made longer upon request (just leave a note at checkout!)

 

 

SHIPPING, DELIVERY AND RUSH ORDERS

Can you ship with a different provider?

We normally only ship with USPS. If you have problems with USPS in your area, we can ship your items via UPS for an additional $5. UPS upgrade listing -: www.etsy.com/listing/151968616/shipping-service

Can you ship to a PO BOX?

Yes!

Can my friend and I place our orders together to save on shipping?

You can certainly do that! As long as everything is purchased under one transaction and everything is going to the same address we can place both orders in one box to ship together. You can also view our coupon code section to save a little extra cash!

My tracking hasn’t updated, or it just says ‘Electronic Shipping Info Received.” What’s going on?!

Electronic Shipping Info Received just means we printed the label. We print the shipping labels a day or two in advance (remember each hoop is handmade to order so sometimes it takes a bit longer than expected to complete) so please give it 2-4 days to update. If it’s already past that timeframe,, you can call 1-800-ASK-USPS and they can give you more information!! Sometimes the postman doesn’t scan the package at every destination, and sometimes it doesn’t update until delivery. Rest assured, if your package gets lost we will make sure you get a replacement at no cost!

 

Can you change the value of my international shipment so I don’t have to pay taxes on it?

We cannot change/reduce the value amount of the package due to insurance and legal reasons. International packages may be subject to import fees, which are to be paid by the customer.

I want to place an order on the website, do I need to purchase a rush upgrade for each hoop I purchase?

Yes! A rush order must be purchased for each LED hoop or pair of minis that you want rushed. Rush is only paid for LED hoops...all other items will be automatically rushed if purchased along with an LED hoop!

I want to place an order on etsy and I need my hoop rushed, how do I pay for the fee?

You will have the option to upgrade your shipping method and purchase a rush upgrade at checkout! You can purchase just the rush upgrade along with standard shipping, or you can purchase the rush upgrade with express 1-2 day shipping!

I already placed an order on etsy and I want to pay extra for the rush upgrade.

If you’ve already placed an order and would like it sent with rush processing, please purchase $15 worth of the following shipping listings and include a note with your purchase stating that you previously ordered a hoop and would like it rushed! https://www.etsy.com/listing/151968616

I ordered the rush upgrade, when will my item be shipped?

Your item will be shipped within 48 hours. It will be shipped with USPS Priority service, which takes an additional 2-4 days to be delivered! Please note that Sundays and national holidays are not included in this time frame.

When will my order ship?

Please check under the ‘INFO’ tab and click on “Shipping Times & Policies”. You should be able to calculate the delivery date of your item by reading the turnaround times for what you ordered and adding that to your exact purchase date!  You will receive an email with tracking as soon as it has been shipped! Please keep  in mind that these are handmade items and delivery time will vary slightly depending on the number of orders that need to be made at the time. Your patience is greatly appreciated!

 

RETURNS/EXCHANGES

 

I’m not happy with my purchase, can I return it for a refund or exchange?

Any unused items in perfect new condition may be returned within 7 days of delivery date! This means that hoop tubing must not have any scratches, tape, dirt, etc. and clothing must be unworn and unwashed. Original shipping costs and rush upgrade fees are non-refundable. If you would prefer to exchange the item for something of equal value in the shop, you can do that as well! You are responsible for paying the shipping on the exchanged items.

I received my order, but you didn’t send everything I ordered/sent the wrong item(s).

I am so sorry for the mistake! If you have a printer handy that you can print off a label with, let us know and we will send you a prepaid label to return the item. You can schedule a pickup for free at www.USPS.com so you don’t even have to leave your house to return it! As soon as we receive it, we will immediately have the correct one sent out along with a free gift.

I don’t think my battery or charger is working.

*Chargers will be replaced at no cost for first month, batteries will be replaced at no cost for first two weeks (after delivery date.)

 

REPAIRS/RESIZING/RETUBING

 

Can I get my hoop resized?

Unfortunately at this time we are not offering re-sizing or re-tubing. Please LIKE and SUBSCRIBE to our Facebook page to be notified if this service becomes available again! www.Facebook.com/CitivaCreationz

My hoop got wet, can it be fixed?

Unfortunately hoops with water damage cannot be fixed, and they are not covered by the warranty.

Can you replace an LED in my previously purchased LED hoop?

Only LEDs burned out in a hoop under warranty will be repaired.

Do you repair hoops from other companies?

Unfortunately, at this time we do not repair hoops from other companies. Please LIKE and SUBSCRIBE to our Facebook page to be notified if this service becomes available again!! www.Facebook.com/CitivaCreationz

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TROUBLESHOOTING LED HOOPS

HOOP ISN’T TURNING ON: Insert two regular FULLY CHARGED 1.7v alkaline/NiMh batteries at once into the hoop (use AAA size for 5/8" hoops and AA for 3/4" size hoops). NEVER insert two 3.7v lithium-ion hoop batteries at once, as this will overload the circuit and short out the LEDs. Do NOT force the hoop shut with the two AA/AAA batteries inside, just touch the ends together to complete the circuit. If the lights turn on that means the hoop works just fine and that you need to purchase a new battery! If it doesn’t turn on after several tries, it may need to be sent in for repair.

LEDs FLICKERING ON/OFF ON NEW HOOP: If you have a new hoop that is flickering, it is most likely because the battery is a bit smaller than the diameter of the tubing so it can sometimes move around during use causing flickering. If your hoop has an OUTER CONNECTION, you can use some gaffer grip tape or electrical tape to wrap around the battery so that it fits into the end of the tubing more securely. The battery should be snug enough to not fall out of the hoop. Another common problem is that you aren't charging the battery correctly...when you place the battery in the charger the light must turn red in order for it to properly charge. If it doesn't turn red, you need to wiggle the battery around in the charger until the charger light turns red!!

LEDs FLICKERING ON/OFF ON OLD HOOP: If you have an INNER CONNECTION HOOP, the first thing you should do is try to use sandpaper to sand the end of the metal button clip that touches the positive end of the battery. If it is dirty or corroded it won’t get good contact with the battery. If you have an OUTER connection hoop, you can try to stick a screwdriver or something down inside the hoop and scrape the button clip in an attempt to chip off any dirt or film. The most common problem with used hoops not working is a damaged battery, so it's recommended to purchase a new TrustFire “Protected” Lithium battery before sending in your hoop!

BATTERY NOT CHARGING/CHARGER LIGHT STAYS GREEN: This is the MOST COMMON problem customers experience, and luckily a very easy issue to fix! If your charger light stays green when you plug the battery in, that means your battery isn't charging and therefore it will NOT turn the hoop on! All you need to do is wiggle the battery around inside the charger until the light turns red. It will take a few hours to charge then your hoop will be ready to glow!

WARPED TUBING: When your hoop is new, the tubing is very stiff and will require some use before it becomes accustomed to it’s circular shape! If your hoop still is deformed, lay it flat in a sunny spot for 15-30 minutes and GENTLY bend the tubing into shape.

KINKED/BROKEN/MELTED TUBING: If your tubing is damaged, we can replace it for a fee

BATTERY STUCK IN TUBING: Simply squeeze the connector piece around the battery with your fingers until it falls out.

BUTTON CLIP PUSHED DOWN INTO TUBING: Stick a skinny screwdriver through the hole in the tubing to gently guide the metal button clip piece back up through the tubing until it snaps back into it’s hole. Be sure not to rotate the clip too much.

HOOP IS DIFFICULT TO OPEN/CLOSE: This is a common issue with new tubing and will get easier after several uses of wearing the tubing in. For older hoops, fix this by first cleaning the inside and outside of the connector with a bleach wipe. Once the tubing has dried, apply Vaseline onto the connector and work back and forth. Cleaning the hole where the metal button clip goes will help.

CHARGER LIGHT DOESN’T TURN ON: Plug into a different outlet. If it still doesn’t work, you’ll need to replace it.

PEELING/LEAKING BATTERY: Either of these is a sign of a damaged battery, you need to dispose of battery and replace

MORE THAN ONE LED BURNED OUT: This is usually a sign that the hoop has been misused in some way against the original instructions that were sent with the hoop and the instructions displayed on the connector piece of your hoop. Are you aware of the battery being left to die in the hoop? Or have you accidentally inserted two at once? Or, was the battery reversed in the hoop at any given time, even only for a minute? Have you let anyone borrow your hoop that could have done this at some point? If you are certain that you have not done any of these things, you are welcome to return the hoop to be looked at and diagnosed. If any of the things mentioned above have happened, then there will be black burn marks on the LEDs inside the hoop. This voids the warranty and repairs will have to be paid for. Please also note that once multiple LEDs have been burned out in this way, even though the other LEDs are not burned out they have still been damaged/compromised and may not last. If I do not find any evidence that the hoop has been misused, I will repair the hoop at no cost (if under warranty) and send it back to you.

RATTLING NOISE IN HOOP: Typically when there is a small rattle coming from inside the hoop, especially a newer hoop, this is due to a small piece of plastic that was knocked loose while drilling holes for button clip or rivet. This is not harmful in any way to the hoop and does not indicate any current or future problems. However, if there is a very loud/heavy rattle accompanied by an off-balanced hoop, this may indicate that one of the counterweights has broke loose from the light rope and is misplaced. You can hold your hoop up to a bright light and try to look for a misplaced counterweight. If you are certain this is the problem, please return the hoop for repair.

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Use any of these coupon codes at checkout to save big on multiple hoop purchases! This is a great opportunity for you to purchase together with friends in your area to save money on the purchase price as well as shipping costs!

TWOHOOPS ~ $20 off the purchase of any two LED hoops!

THREEHOOPS ~ $40 off the purchase of any three LED hoops!

FOURHOOPS ~ $75 off the purchase of any four LED hoops!

 

*A PAIR of LED minis counts as ONE LED hoop! 

*Code MUST be applied at checkout to receive discount. Discounts cannot be applied to orders once purchase has been completed.

*Hoops must all be sent to the same address to receive discount.

*Hoops purchased with a coupon code or other sale are not eligible for free returns.

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