Shipping & Returns

 

SHIPPING 

We offer free shipping for orders over $75+ ~ USA only. 

Processing

All orders take 1-2 business days to process.

Linen orders, please expect 2-4 days for processing.

For cross stitch thread kits, please allow 4-8 days to process your order. Note, some kits are pre-order. We may not have exact restock times. We will do our very best to process your order efficiently.  Please feel free to reach out to us at hello@hoopandframe.com for questions. 

HOLIDAYS -  EXTENDED PROCESSING TIMES ARE IN EFFECT

Please note: Due to holidays and demand, our processing times have extended and may take longer than usual. We will be closing for the Christmas holiday weekend (Dec 23 - 26) to give our team time with their family and friends.

You can shop as much as you want on our website, but processing may be delayed. We appreciate your business, support and patience during this holiday season!  

If you prefer a more expedited shipping we recommend UPS or USPS Priority Mail.

Holiday Shipping Schedule*

USPS

  • First Class Package Service - Dec 15
  • Priority Mail Service - Dec 17
  • Priority Mail Express Service - Dec 18


UPS

  • UPS Ground Service - Dec 15
  • UPS 3 day select - Dec 20
  • UPS 2nd Day Air Service - Dec 22

Please also allow processing time for all orders.

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Standard Shipping Schedule  

USA Standard Shipping Times
  • Orders Over $75 - Standard  (5-7 business days) : FREE
  • Standard (5-7 business days)
  • Second day (3-6 business days)
  • Overnight (1-3 business days)
CANADA
  • Standard: (7-10 business days)

We do not offer expedited shipping to Canada.

We cannot deliver shipments to PO Boxes. 

For International orders - Please inquire. 

MISSING / DELAYED MAIL AND PACKAGES

Once items leave our facility, Hoop and Frame is not responsible for lost / delayed packages by carriers.  If a package is lost, we will follow the appropriate actions to file a claim with the courier, however can not guarantee the package will be recovered. Please ship to an address in which you know you will be able to securely receive the package or consider using a trackable shipping service or purchasing shipping insurance.

RETURNS & EXCHANGES

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. All Sale Items are FINAL.

 

Returns 
If you are not satisfied with your product, you may return it within 14 business days of receiving your items. Items must be in perfect condition and show no signs of use or damage. You are responsible for paying your own shipping costs for exchanging or returning items. Shipping costs are non-refundable. 
To Return your order, please contact us at hello@hoopandframe.com for instructions.  
To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer.

 

Damaged Items (if applicable)
If you receive a product damaged, please send a photo and email within 48 hours of receiving item to : hello@hoopandframe.com. We will ensure that you receive a replacement promptly or a refund for you order.

 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hoopandframe.com.

 

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@hoopandframe.com and send your item to: 
Hoop & Frame 
9901 Brodie Ln, Ste 160-174
Austin, TX 78748 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Questions ? Need help ?

Please contact us for any questions you have regarding your products : hello@hoopandframe.com and we will be in touch within 48 hours.