Order Cancellation & Change Policy

Effective Date: August 28, 2026

At Hoopplays, we understand that customers may need to update or cancel an order after purchase. This Order Cancellation & Change Policy explains the conditions, timelines, and procedures for requesting changes or cancellations.

We aim to process orders efficiently while providing customers with a clear and transparent experience.

Summary

• Cancellation Request Time: Contact us as soon as possible after placing your order
• Order Changes: Available only before order processing begins
• Processing Cut-Off Time: 5:00 PM ET
• Processing Time: 1–2 business days (Monday–Friday)
• After Shipment: Orders cannot be canceled or modified; customers may request a return after delivery
• Cancellation Refund: Issued to the original payment method after approval
• Support Email: support@hoopplays.com

1. Order Cancellation Policy

Customers may request an order cancellation before the order enters the processing or shipment stage.

To request a cancellation, contact us as soon as possible after completing your purchase.

Please send your cancellation request to:

Email: support@hoopplays.com

Include the following information:

• Order number
• Customer name
• Email address used for the purchase
• Reason for cancellation

Our team will review the request and confirm whether the order can be canceled.

2. Cancellation Time Limit

Cancellation requests are only possible before the order has been processed for shipment.

Because orders are prepared and shipped promptly, customers should contact us immediately if they need to cancel an order.

3. Order Changes and Modifications

Customers may request changes to their order before processing begins.

Possible order changes may include:

• Shipping address correction
• Product size adjustment
• Product color adjustment
• Product quantity adjustment

Order changes are subject to:

• Product availability.
• Current order status.
• Processing progress.

Once an order has entered preparation or shipment, changes cannot be guaranteed.

4. Shipping Address Changes

Customers are responsible for providing accurate shipping information during checkout.

If you notice an incorrect shipping address after placing your order, contact us immediately.

We will attempt to update the address before shipment.

However, once the order has been shipped, we cannot modify the delivery address.

Hoopplays is not responsible for delivery issues caused by incorrect address information provided by the customer.

5. Cancellation After Shipment

Once an order has been shipped, it cannot be canceled.

If you no longer want the product after receiving it, you may request a return according to our Return & Refund Policy.

Return requirements include:

• Requesting a return within 30 days of delivery.
• Returning the item unused and in original condition.
• Following the approved return procedure.

6. Refunds for Approved Cancellations

If a cancellation request is approved before shipment:

• The order will be canceled.
• Payment will be refunded to the original payment method.
• Refund processing will begin after cancellation confirmation.

Refund timing may vary depending on your payment provider or financial institution.

7. Incorrect Orders, Damaged Items, or Order Issues

If you receive:

• The wrong product.
• A damaged product.
• A defective item.
• Missing items from your order.

Please contact us promptly.

Please provide:

• Order number.
• Description of the issue.
• Photos showing the problem when applicable.

Our team will review your request and provide an appropriate solution.

8. Product Availability and Order Adjustments

If an ordered product becomes unavailable due to inventory issues, Hoopplays may:

• Contact the customer with available options.
• Offer a replacement option when available.
• Cancel the affected item and issue a refund.

Customers will be notified before any changes are made.

9. How to Contact Us

For cancellation requests, order changes, or assistance with your purchase, please contact:

Hoopplays is committed to providing accurate order handling, transparent policies, and reliable customer support throughout the purchasing process.