Company Details:

UltraPoi, LLC was founded by Stephen and Ryan Wilson on December 01, 2010. We innovate from Houston, the 4th largest city in the USA, located in the great state of Texas! To see more of our story, view our About Us.

Many of your questions can be answered with the other tabs on this Store Info Page.  Please contact us with any additional questions or concerns you may have.

Customer Service:

Please use our Contact Tool, or text/call us at (281) 766-7764

Product Support:

Please use our Product Support Form for help with any issues you are having with UltraPoi products.

Wholesale:

Please use our Wholesale Contact Tool

Mailing Address:

Ultra Poi, LLC

12239 Briar Forest Dr

Houston, Tx 77077

(281) 766-7764

Shipping Protection Insurance

During the checkout process we highly recommend that you purchase Route Shipping Protection from Damage, Loss & Theft for just a few dollars. Customers must file a claim with Route Insurance within 30 days for domestic and 60 days for international from the day the order was placed. Ultra Poi, LLC is not liable for lost, damaged, or stolen items. Although please contact us and we will work with you to find a reasonable solution.

Domestic Shipping (USA)

We ship to all 50 states mainly using the United States Postal Service. If you require a different service, please contact us prior to your order. Our Domestic shipping options include: First-Class, Priority, and Express. Shipping speeds are an estimation and are not guaranteed

Savers Economy Shipping | Estimated 4+ Days (Value) $0.00–$84.99 $5.00

Savers Economy Shipping | Estimated 4+ Days (Value) $85.00 and up Free

Tracked Priority Shipping | Estimated 2-4 Days (Recommended) 0lb–3lb $9.95

Tracked Priority Shipping | Estimated 2-4 Days (Recommended) 3.01lb–6lb $16.95

VIP Express Shipping | Estimated 1-2 Days (Rush) 0lb–3lb $34.95

VIP Express Shipping | Estimated 1-2 Days (Rush) 3.01lb–6lb $50.95

All Domestic orders typically ship out within 24-48 hours M-F, unless they are a custom order item (any item where you choose a size/color), in which case it may take a few more days for the construction. Shipping options provided during checkout are approximate shipping speedsnot guaranteed delivery dates! Please note, we are a small, family business, and do not ship on weekends. Thank you for understanding and your continued support. 

You will receive an email with tracking information when your order has shipped. If you did not receive this email, please check your spam folder, and also be sure you entered the correct email address. If you believe you did not receive a tracking number or need help tracking a package, please contact us and we will resend tracking information. 

Please make sure to review your shipping address carefully, we are not responsible for packages that are marked "Undeliverable" or "Return to Sender", you may be required to pay an additional shipping fee to reship your order as we will be required to purchase a new shipping label.You also have the option to request a refund for returned packages but we will deduct the price paid for the original shipping label.

Please choose your shipping option correctly on the checkout page! If you would like to make a change, please contact us ASAP. All orders with a value of $750 and above are required to have a signature delivery, if you would like to request a signature delivery on a lower value purchase, please request prior to the time of placing the order.

International Shipping (Non-USA)

We ship anywhere in the WORLD directly from our website! If you are having difficulties placing an international order, please contact our friendly customer support staff. Our International shipping options include: Standard, and Rush. Shipping speeds are an estimation which can be delayed by many factors including Customs/Duties and are not guaranteed. 

Light-Weight Standard International Shipping | Estimated 15-45 Days 0lb–0.6lb $15.00         

Normal Weight Standard International Shipping | Estimated 15-45 Days 0lb–2lb $30.00

Medium-Weight International Shipping | Estimated 15-45 Days 2.1lb–3lb $65.00                    

Heavy-Weight International Shipping | Estimated 15-45 Days 3.1lb–5lb $90.00         

Rush International Shipping | Estimated 6-10 Days 0lb–2lb $65.00

All International orders typically ship out within 24-48 hours M-F, unless they are a custom order item, in which case it may take a few more days for the construction. Shipping options provided during checkout are approximate shipping speeds, not guaranteed delivery dates! Please note, we are a small, family business, and do not ship on weekends. Thank you for understanding and your continued support!

You will receive an email with tracking information when your order has shipped. If you did not receive this email, please check your spam folder, and also be sure you entered the correct email address. If you believe you did not receive a tracking number or need help tracking a package, please contact us and we will resend tracking information. 

Please make sure to review your shipping address carefully, we are not responsible for packages that are marked "Undeliverable" or "Return to Sender", you may be required to pay an additional shipping fee to reship your order as we will be required to purchase a new shipping labelYou also have the option to request a refund for returned packages but we will deduct the price paid for the original shipping label.

Ultra Poi, LLC is not responsible for any lost, damaged, or stolen packages for international orders. Due to inconsistencies in customs and duties from country to country, we cannot assume responsibility for issues with covering additional customs charges/duties/taxes/fees in your country. You may be responsible to pay these charges to have your package released depending on your location. If you are unsure whether an item can ship to your country, it is your responsibility to contact customs and get necessary verification.

Shipping charges for international orders are a flat rate. If your order exceeds our weight limits for flat rate shipping, we will contact you prior to shipping to make the necessary arrangements. If you have an unusually large order, please contact us to place an order.

Please choose your shipping option correctly on the checkout page! If you would like to make a change, please contact us ASAP. All orders with a value of $750 and above are required to have a signature delivery, if you would like to request a signature delivery on a lower value purchase, please request prior to the time of placing the order.

Most packages ship from Houston,Texas, United States, with postal code 77077.

Unfortunately, we cannot speed up the postal system, change the address on a shipped package or contact your local post office to make a special request on your behalf. We of course will contact you if we receive return mail that is marked undeliverable. Although it will be your responsibility to cover the cost of a new shipping labelif the error was not our fault.

Shipping times are estimated, not guaranteed, and contingent upon the United States Postal Service. They are usually reliable with their delivery times. However, we do not guarantee delivery times for packages or offer refunds for shipping if they do not arrive in the estimated time frame.

According to USPS, only Priority Express Mail shipments are eligible for a refund claim if they miss the 1-2 Business day delivery window. If you have an issue with improper delivery time, please contact USPS using your tracking number and order information to make a claim.

We reserve the right to not ship out your order within 24 hours if there is any issue with payment, shipping cost, inventory, shipping address, billing, or any unforeseen incidents. We of course will contact the customer in the event that any of these circumstances occur.

Returns Policy Guide:

1. Please contact us within 30 days from the date of delivery to initiate your return.

2. Items will only be accepted for a full refund if they are in perfect resellable condition, and include all original accessories (cables, batteries, etc.) and manuals.

3. Items not in new resellable condition incur a 20% restocking feeor more depending on the state of the product.

4. You are responsible for return shipping. Shipping charges on your original order are non-refundable. If you received free shipping, the cost of shipping will be charged.

5. We may choose not to accept returns of sale items for a refund. 

6. Custom products that are made on demand and have been crafted to a specific size or weight cannot be returned.

Return shipping address is:

Name: Ultra Poi, LLC

Street: 12239 Briar Forest Dr.

City: Houston State: Texas Zip Code: 77077 Country:USA

When making a return, do not forget: 

1. Please include a note with contact info or print the return email exchange and include it in the package.

2. Send us an email with your tracking number after your return is mailed so we can track the item. (We cannot be responsible for returns lost without tracking)

3. In the event that you are not able to obtain a mailing label, you may request one by sending us an email, but the cost will be deducted from the total refund.

Other important FAQ:

If you would like to cancel an order you have just placed, please contact us immediately. We will gladly cancel any accidental orders free of charge that have not yet begun production. All orders ship in record breaking speed and once your order is processing, in production, or has been shipped, it cannot be canceled.

Once your order has been processed, Shipping and Handling Costs cannot be refunded. To prevent issues, please contact us before ordering if you have any confusion.

If your order arrived damaged, you must contact us within 24 hours of receiving your order due to the nature of our product line. We will request that you send the item back to us, at which time we will reimburse the original shipping cost and send you a replacement item or a total refund.

Refunds will be made only to verified credit cards used at purchase or given in the form of store credit.

For order disputes, late delivery, missing packages, or other order related issues, please contact us immediately. We only utilize trusted logistics companies, and final decisions will be based on the outcome of their research and analysis of each package.

Although it is a rare occurrence, we reserve the right to cancel any orders that may be affected by out-of-stock items, pricing errors, shipping errors, or any unforeseen issues. You will be contacted if any of these issues arise.

Limited Lifetime Warranty, Defective & Damaged Product Replacement:

We offer a lifetime manufacturer’s warranty on all of our LED light up products; this way you can buy with confidence. We are the world leaders in Poi and Flow Arts, and we have been in business since 2010, so you can count on us to be there when you need service!

What is Covered:

We cover any defects in materials or workmanship, which includes electrical components. If it is our fault that apart fails, we will take full responsibility.

If the product is not working and not physically damaged (wear, cracks, or water damage), we will replace it for free with returned Product + Shipping.  If the Product is not working and physically damaged, we will replace it for a discounted fee with returned Product +shipping.

Length of Coverage: 

Lifetime coverage* for all of our lightsexcluding the UltraHoop which has a 1 year warranty with reasonable repair fees after the warranty expires.

*Please note that after 60 days, customers are responsible for paying the return shipping fees.

What is Not Covered:

Any physical damage, abuse, theft, loss or regular wear and tear. Protective cases, ropes, socks, and handles are meant to wear down over time, we offer affordable replacements in ourparts section of the website.

Please contact us before sending any products to be replaced.  Any product sent to us without contacting us first will not be replaced.

Begin Support:

To request any type of product service please click here to start the process.

Our products should not be combined with products or parts from other manufacturers unless specifically authorized by us and such other manufacturers.  Any unauthorized product combination may void the warranty of our products and other manufacturers’ products.

This product has the potential for injuries. By purchasing, ordering and or using the product or any products from Ultra Poi, LLC or its affiliates and partners, you (or related users) are responsible for any risks, injury or damage. You release Ultra Poi, LLC and affiliates, employees, and partners from any responsibility or liability for any injury, accident or death caused by any of its products whether directly or indirectly. It is the responsibility of the individual user to take the necessary precautions to minimize hazards. Using this equipment states that you fully accept these terms and conditions and that you are accepting full and unconditional responsibility for any and all consequences caused.

Our number one goal is your safety. We take all necessary steps to ensure a safe and friendly shopping experience here at UltraPoi.  We do not share your information with ANYONE! Nor will we disclose any personal information to a third party without your consent.  We do not save or store any credit card or payment information. This is for your protection against fraud, scams, and hacking. We offer several secure payment options for checkout, Protected Credit/Debit Card, Shop Pay, and PayPal. We also offer AfterPay: Buy now pay later with 4 easy interest free payments due every two weeks.

Privacy Policy by Ultra Poi, LLC for https://www.ultrapoi.com/

This Privacy Policy was last updated on January 01, 2021.

Ultra Poi, LLC ("UltraPoi", "we", or "us") takes the privacy and protection of your Personal Information very seriously. By visiting and using our website (the "Site") you acknowledge that you accept the practices and policies outlined in this Privacy Policy ("Privacy Policy").

What This Privacy Policy Covers

This Privacy Policy describes UltraPoi' practices with respect to Personal Information and Anonymous Information that we collect when you use the Site. "Personal Information" is information that is personally identifiable like names, addresses, e-mail addresses, or phone numbers, as well as other non-public information that is associated with the foregoing. "Anonymous Information" means information that is not associated with or linked to your Personal Information; Anonymous Information does not permit the identification of individual persons.

By using the Site or submitting Personal Information to the Site, you expressly consent to the processing of your Personal Information according to this Privacy Policy. Your Personal Information may be processed in the country where it was collected as well as other countries (including the United States) where laws regarding processing of Personal Information may be less stringent than the laws in your country, and by using the Site or submitting Personal Information through the Site, you are expressly consenting to such processing.

Personal Information We Collect

If you register through the Site, we collect your full name, e-mail address, billing address, shipping address and phone number. When you contact us through our website contact form, we will collect your e-mail address and any information that is provided in the form. When you contact us by sending us an e-mail, we will collect any information that is contained in (and/or attached to) your e-mail.

Personal Information Collected Via Technology

As you use the Site, certain information may also be collected passively, including your Internet protocol (IP) address and the browser that you use to visit the Site. UltraPoi also stores a small text file called a "Cookies" on your computer to store your login information (if any). UltraPoi may use both session Cookies (which expire once you close your web browser) and persistent Cookies (which stay on your computer until you delete them). We use this information to allow products to remain in your cart, to remember your login information, and to learn more about how people use the Site so that we may make improvements. Since the foregoing information may be collected when you are signed into the Site, this information may be associated by us with Personal Information that we have collected from you. We only use Anonymous information for Site and marketing optimization.

Other data collected may include, website activity, device and browser information, dd data, and data from ad partners.

Data Sharing

We may share information about how you have interacted with that our site or its Ads.

We contract with companies who help with parts of our business operations. We require that our service providers only use your information in connection with the services they perform for us.

Our Advertisers may contract with companies who handle data (such as Advertisers’ customer lists) for them or with our subsidiaries and related companies.

When we are under a legal obligation to do so, for example to comply with a binding order of a court, or where disclosure is necessary to exercise, establish or defend the legal rights of Ultra Poi, LLC or any other third party.

We also share hashed email addresses (or other identifiers associated with those hashes), technical data that we collect about your browsing habits and your device (such as data relating to our cookies, tracking pixels and similar technologies) with other ad companies in the digital advertising ecosystem. This enables them and us to better target ads to you.

Finally, we may disclose aggregated, anonymized information with other third parties.

Purchases made through the Site

All orders for products through the Site will be fulfilled by us. We do not collect or store your credit card or Paypal payment information.

How we use information we collect

We may use your Personal Information in the following ways:

1. To process and fulfill your order, including to send you emails to confirm your order status and shipment;

2. To communicate with you and to send you information by email about our products, services, contests, and promotions, unless you have unsubscribed from our email communications;

3. To contact you if necessary.

You can opt out of receiving targeted ads served by us or on our behalf by clicking on the blue icon that typically appears in the corner of the ads we serve or visiting www.aboutads.info

Feedback

If you provide feedback about the Site to us, we may use and disclose such feedback for any purpose, provided we do not associate such feedback with your Personal Information. We will collect any information contained in such feedback and will treat the Personal Information in it in accordance with this Privacy Policy.

Data Retention

We retain the identifiable data we collect directly for targeting purposes for 13 months, after which time we employ measures to de-identify the data by removing unique identifiers and truncating associated IP addresses.

Identifiable data collected for other purposes is held no longer than necessary for our business purposes or to meet legal requirements.

Disclosure of Personal Information

We will NEVER sell your Personal Information. Except as otherwise stated in this Privacy Policy, we do not disclose to or share your Personal Information with third parties, unless you ask or authorize us to do so.

We may (and you authorize us to) disclose information we have collected from and about you (including Personal Information) if we believe in good faith that such disclosure is necessary to (a) comply with relevant laws or to respond to subpoenas or warrants served on us; (b) to enforce any agreement we may have entered into with you and to enforce the Privacy Policy; or (c) to protect and defend the rights or property of us, other users of the Site, or third parties.

Choices Regarding Personal Information

We will include unsubscribe instructions in each newsletter or promotional communication you receive from us.

We may send you service-related announcements (such as, but not limited to, notice that we have changed the Site or the Privacy Policy) when we believe it is necessary to do so. You may not opt-out of these communications, which are not promotional in nature, but if you do not wish to receive these announcements, you have the option to terminate your registration. You understand that any such termination of your registration may involve deletion of your Personal Information from our live databases. If you'd like us to delete your registration, please email us at support@ultrapoi.com. When we delete information that we have collected from or about you, it will be deleted from our active databases but may remain in our archives.

Links to Other Websites

The Site may contain links to other websites that are not owned or controlled by UltraPoi. The provision of such links is for your convenience and does not signify our endorsement of such websites or locations or their contents. We have no control over, do not review and are not responsible for the privacy policies of or content displayed on such other websites. Please be aware that the terms of the Privacy Policy do not apply to any outside websites.

Privacy of Minors

We do not intentionally collect or maintain information from persons under the age of 13.

Security and Confidentiality

UltraPoi has put in place commercially reasonable and appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online. However, no company, including UltraPoi, can fully eliminate security risks associated with Personal Information.

Changes in this Privacy Policy

We may amend this Privacy Policy from time to time. If we make material changes to this Privacy Policy, we will notify you through the Site interface. You agree that such amended Privacy Policy will be effective thirty (30) days after being posted, and your continued access to the Site after that time shall constitute your acceptance of the amended Privacy Policy.

Contact Us

If you have any questions or suggestions regarding our Privacy Policy please contact us by sending us a message to our Contact Tool

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