Frequently Asked Questions

 

Thank you for shopping with us!


We value every one of our customers, so we wanted to say thank you for shopping with us!

Feel free to contact us at shop@madehoops.com with any questions regarding your order. You can also view our 'Frequently Asked Questions' found below"

 

  • Where to reach out regarding customer service

Shop@madehooops.com. We do not currently have a customer service telephone line. There may be slower response times during the Back to School/Winter season(s).

 

  • Why are certain items not showing up on sale in my cart?

During our promotional sales, there are certain exclusions that apply. Please see the provided list below:

All iSlide Products 

 

  • How long should it take to receive my order?

Please allow 3-5 business days for processing of all orders. This does not include time for shipping and delivery. That is determined by the shipping method selected at checkout. (ex. '3-5 business days processing + 1-5 Standard Ground Shipping Charges + weekends = standard 14 day delivery')

 

  • How long should it take to receive my iSlides?

MADE Hoops x ISlide

The Mantra is a premium adjustable slide: optimized for comfort and built for athletes.

Please allow 2-3 weeks for your order to arrive.

Signature RPL footbed is fitted into our sneaker outsole. Purposely designed for recovery and durability, these slides will become your daily footwear.

Sizing: UNISEX, but Women should size down.

 

  • How do I return my items? How long do I have to send the item(s) back?

We hope you enjoy our MADE Hoops merchandise. However, in the event that you are not completely satisfied with your purchase of MADE Hoops merchandise for any reason, you may return it to us within 15 days of purchase for a credit towards other MADE Hoops merchandise. Credit from return of merchandise may not be credited towards MADE Hoops Event(s).

Please see below for additional information on our merchandise return policy. You can also visit our Self Service Return Portal here.

RETURNS

All returns of MADE Hoops merchandise must be postmarked within 15 business days of the purchase date. All returned items must be in new and unused condition.

WE DO NOT OFFER EXCHANGES.

To return MADE Hoops merchandise, please place the item(s) securely in its original packaging (if applicable), include your proof of purchase and mail your return to the following address:

MADE Hoops

[Attn: Returns]

C/O MADE Hoops

4501 Forbes Blvd Suite C

Lanham, MD 20706

 

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. If so, please provide the return tracking number via email to shop@madehoops.com. MADE Hoops is not responsible in any way for items lost, damaged or misplaced in transit and will not provide credit for merchandise that is not received in new and unused condition at the address above. Purchaser returns MADE Hoops merchandise at his or her own risk.

REFUNDS

After receiving your return and inspecting the condition of your item(s), we will notify you of the approval or rejection of your refund/credit. If you are approved, then your return will be processed and a credit will be applied to your MADE Hoops account, within 7-10 business days.

Please allow at least 30 days from the receipt of your item to process your credit. We will notify you via email when your return has been processed.

For returns where the customer is at fault, a re-shipping fee will be applied for the new order and an invoice will be emailed to the customer. Payment must be received before the order can be processed.

FINAL SALE

The following items cannot be returned/exchanged:

  • Items that are used.

  • Items missing original labels.

  • Custom Made merchandise. Please keep in mind that we are unable to update any customization selections post purchase.

 

PLEASE NOTE

  • A 10% restocking fee will be charged for all items returned in excess of $100;

  • Sale items that are marked CLEARANCE and/or FINAL SALE cannot be returned

  • We are unable to offer credit after 90 business days of purchase under any circumstance.

QUESTIONS

If you have any additional questions concerning our refund/return policy, please contact us at [shop@madehoops.com].

 

  • Where is my UPS order?

Our company handles the facilitation of the item from our warehouse to the shipping facility. Once it has been processed, we can no longer resolve any shipping errors or conflicts.

Please contact UPS (1 800 742-5877) for further information regarding your delivery. 

  

  • Where is my USPS order?

Our company handles the facilitation of the item from our warehouse to the shipping facility. Once it has been processed, we can no longer resolve any shipping errors or conflicts.

Please contact USPS (1 800 275-8777) for further information regarding your delivery. You can also file a lost package claim via the following link: https://www.usps.com/help/claims.htm.

 

  • Can I change my shipping option post purchase?

 

We are unable to change the chosen method of shipping post-purchase. Please let us know if you would like us to cancel the order and create a new draft with the requested method of shipping, or if you would like to move forward with the order (as is).

Please keep in mind that if we cancel the current order, it will take 7 - 10 business days for the credit to be processed..

  

  • Where can I locate my pre-purchased item(s)?

 

Please send over the following information so that we may move forward with processing your order:
 
1. Copy of your receipt
2. Player(s) name, if not included on the receipt
3. Item Type,  if not included on the receipt
4. Size,  if not included on the receipt
5. Shipping Address
 
Please keep in mind that per company policy, we charge a shipping fee for items that were not picked up on location. A shipping invoice will be sent via email prior to the fulfillment of your order.  Sizes may also vary so if there is an item listed that is unavailable, please request additional information and we will do our best to accommodate your request.

  • How long will it take for me to receive my refund?

Please allow 7-10 business days for your refund to process and reflect in your account. 

 

  • What is Onward VIP Protection+?

    We’ve partnered with Onward to provide our customers with carbon neutral shipping protection and a 90-day product warranty on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages.

  • How does Onward work?

    Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or are dissatisfied with their first purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.

  • How Do I File A Claim?

    You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

  • Who does Onward partner with to make shipments carbon neutral?

    Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.

  • How Much Time Do I Have To File A Claim?

    You’ll have 90 days from the order date to file a claim.

  • What happens if my replacement order through Onward also gets lost, stolen or damaged?

    Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.