Support


Seller Information:

Many of your questions can be answered below.
Please contact us with any additional questions or concerns you may have.

Customer Service:
Email: support@ultrapoi.com

Product Disclaimer:

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.

Injury Disclaimer:

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 and (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.

Limited Lifetime Warranty:

All Ultra Poi products are guaranteed to be free from manufacturer defects for a lifetime. We will exchange any defective lights free of charge for as long as you own it.  Lifetime Warranty does not cover general wear-and-tear or any misuse by the user including loss, theft, intentional breakage or gross misuses of the product.

Non-Warranty Replacement:

All Ultra Poi products damaged out of warranty can be replaced for 50% of the current sale price with a new one.  Non-Warranty replacement is only valid for Ultra Poi products that are no longer functional due to physical damage to the product.  Functioning products with cosmetic damages will not be replaced.

Replacement and Contact Policy:

Please contact us before sending any products to be replaced.  Any product sent to us without contacting us first will not be replaced.  (support@ultrapoi.com)
If the UltraPoi is not working and not physically damaged (wear, cracks or water damage), we will replace it for free with returned Product + Shipping and Handling.  If the Product is defective and physically damaged (cracked/broken or water damage), we will replace it for a fee with returned UItraPoi + shipping and handling.

Payment:

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.

Shipping:

DOMESTIC

We ship to all 50 states using the United States Postal Service. This is the only service we offer at this time. If you require another service, please call us to make arrangements.

All orders ship out within 24 hours!

Please choose your shipping method correctly on the checkout page! We are not responsible for incorrect payment of shipping. If you do not select the proper shipping option, your order will be held until full payment is made.

You will receive an email with tracking information within 24 hours. If you did not receive this email, please check your spam folder, and also be sure you entered the correct email address. This system is automated and occasionally has errors. If you believe you did not receive a tracking number- please email us at support@ultrapoi.com and we will resend tracking information. If you need help tracking a package, please call us for assistance.

INTERNATIONAL

We ship anywhere in the WORLD directly from our website! If you are having difficulties placing an international order, please call our friendly customer support staff.

International orders, as well as all orders, are guaranteed to ship out within 24 hours of ordering! Please note- Standard Shipping for international orders can take anywhere from 5-35 days depending on your country. If you would like faster shipping, please call us for other options.

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 call to order.

Ultra Poi, LLC. is NOT RESPONSIBLE for any packages lost or damaged at customs for international orders. Due to inconsistencies in customs and duties from country to country, we cannot assume responsibility for issues with customs in your country. If you are unsure whether an item can ship to your country, it is YOUR responsibility to contact customs and get necessary verification.

Refunds and Exchanges:

“Orders ship so fast you’ll freak!” If you would like to cancel an order you have just placed please email 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.

To return an order, a 20% restocking fee will be applied. For returns or cancellation of an order, please call or email us as soon as possible.

All Return requests and order disputes must be submitted within 14 days of purchase. Items must be unopened, unused, and in their original packaging. Buyer is responsible for return shipping costs. This does not apply to items that arrived damaged. Custom products cannot be returned*

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 shipping cost, and send you a replacement item.

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

For order disputes, late delivery, missing packages, or other order related issues, please email us immediately at support@ultrapoi.com. We utilize trusted third party expediting companies, and final decisions will be based on the outcome of their research and analysis of each package.

Once your order has been processed, Shipping and Handling Costs cannot be refunded.

To prevent issues, please call us before ordering if you have any confusion.

Although it is a very 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.

Additional Policies and FAQ:

All Packages ship from Houston, Texas, United States, postal code 77077.

Shipping times are estimated, not guaranteed, and contingent upon the United States Postal Service. They are usually very good with their delivery times. However, we do not guarantee delivery times for standard shipping. If you have an issue with improper delivery time, please contact USPS.

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.

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