Frequently Asked Questions (FAQs)

HOW TO PLACE AN ORDER?

You do not need to login in order to purchase from our website.  You may pay using MasterCard, Visa, Amex, Discover, or Paypal.  If you are not located in the USA, our credit card processor Paypal might require that you create a Paypal account for security reasons.


SHIPPING WITHIN USA (50 STATES):

Orders received before 12 PM Central USA time, Monday-Friday are usually shipped the same day.  If the package is returned to us due to undeliverable address or being unclaimed, we will refund the product cost only (minus shipping cost). Sales tax is collected for shipments within Kansas only.  Please provide shipping address that is deliverable by USPS.

Standard Domestic (about 3 to 6 business days via USPS or Fedex Ground)
Order Total From Order Total To Shipping Cost
$0.01 $3.00 $2.69 (buy more to save on shipping!)
$3.01 $17.00 $1.99
$17.01 $25.50 $2.29
$25.51 $39.99 $2.49
$40.00 and up FREE
Standard - Expedited (about 3 to 4 business days via USPS Priority Mail or Fedex Ground)
Order Total From Order Total To Shipping Cost
$0.01 $10.00 $5.69
$10.01 $20.00 $5.29
$20.01 $30.00 $4.69
$30.01 and up $3.99

US military APO, DPO, and FPO addresses are considered domestic addresses and are shipped via USPS.  


INTERNATIONAL ORDERS:

We ship to many countries from USA via the Postal Office (USPS) or Fedex Express.  Shipping cost is automatically calculated by the shopping cart, which is viewable prior to final checkout.  In general, the more you buy, the less the shipping cost will be as a percentage of the order.  Customs brokerage fee is included in the shipping cost (prepaid by us), however, handling/additional fees and taxes (e.g. import tax and value-added tax) may apply upon delivery in some countries.  You will be responsible for the handling/additional fees and taxes.  Orders received before 12 PM Central USA time, Monday-Friday are usually shipped the same day.  If the package is returned to us due to undeliverable address or being unclaimed, we will refund the product cost only (minus shipping cost).

International Economy Shipping Method: Transit time is usually 1-3 weeks for International Economy (Postal Office) or International Air Express (Fedex Express) shipping method, unless there is a delay in customs clearance by your country's customs office which is beyond our control.  This shipping method is available for orders over US$10 only (not including shipping cost).   

International Air Express Shipping Method: Transit time is usually 2-8 business days for International Air Express (Fedex Express) shipping method, unless there is a delay in customs clearance by your country's customs office which is beyond our control.  We will use either Fedex International Economy or Priority.  This is a more reliable shipping method.  This shipping method is available for orders over US$25 only (not including shipping cost).  Shipments to Brazil may require a Brazilian Tax ID (CPF) number.  Customers must provide telephone number during checkout for Fedex delivery purpose.

Please note that the Rainbow Loom® USA Webstore is authorized to sell direct to consumer/end-users only. If you are a retailer, reseller, or wholesaler wishing to resell Rainbow Loom® products, please purchase from the authorized distributor or wholesaler in your country.  We are unable to provide customer service for your reselling activities.


HOW CAN I CHANGE MY ADDRESS?

Please review your ship-to address carefully before completing the order.  If you discover that you have provided a wrong ship-to address after the order has been paid, please contact us immediately at webstore@rainbowloom.com with the correct ship-to address along with your email, name, or receipt number so that we can find your order.  If your package has not left our facility, we should be able to change the address for you.  We process orders and deliver packages to the carriers 7 days a week so please inform us about your change of address as soon as possible.  If the package is returned to us due to undeliverable address or being unclaimed, we will refund the product cost only (minus shipping cost).  We are not responsible for lost packages if you have provided us with an incorrect ship-to address.


RETURNS:

We will refund the full product price within 30 days of the receipt date for unopened items. You are responsible for the return shipping cost.

Here is how to return:

  1. Notify us at webstore@rainbowloom.com by including the original order confirmation email.
  2. After receiving our reply, please print a copy of our email and enclose it in your return package.
  3. Once we receive the product, we will refund your money back to the original form of payment (Paypal or credit card).

WARRANTY WITHIN USA:

It is normal to have about 3% defective bands within each bag of band due to the normal manufacturing process.  You may request replacement parts/items within 30 days of the purchase date if the product was purchased from an authorized "brick and mortar" retailer (check at Store Locator page) or this webstore. Please provide the following to webstore@rainbowloom.com:

  1. Picture of proof of purchase (receipt)
  2. Picture of original packaging showing the UPC code
  3. Picture of broken/defective item
  4. Your shipping address (within USA only).

WARRANTY OUTSIDE OF USA (INTERNATIONAL):

It is normal to have about 3% defective bands within each bag of band due to the normal manufacturing process.  Warranty is provided by the retailer/seller in accordance with the retailer/seller's policy and local regulations.  Please contact the retailer/seller directly.  For orders placed on this website, you may request replacement parts/items within 30 days of the receipt date.  Shipping cost may apply.  Please provide the following to webstore@rainbowloom.com:

  1. Proof of purchase (order confirmation email or order number)
  2. Picture of broken/defective item
  3. Your shipping address

IS PAYMENT THROUGH PAYPAL AT YOUR WEBSITE SECURE?

Yes, the payment through Paypal at Rainbow Loom® USA Webstore (https://www.rainbowloom.com/products) is very secure.  We have processed hundreds of thousands of orders and have not encountered any security issue.  We have elected to use Paypal to host our shopping carts and process all credit card payments due to Paypal's high security system.  Paypal does not provide us with your financial information such as your credit card number.  Paypal provides us with your shipping information such as ship-to address and phone number only so that we can fulfill your order.  In addition, we do not have the authority to charge more to your account.  We only have the authority to refund your money.  


PRICING POLICY:

At Rainbow Loom® USA Webstore, we are committed to offering our customers exceptional service and competitive prices.  However, we are unable to match prices offered by other authorized retailers.  

If you have purchased an item from us and the price is reduced within 30 days at our website, we will refund the difference in price if you forward the receipt to us at webstore@rainbowloom.com.  You may also email us with your order number, and we will be able to find your order and refund your money.

We are sorry, we do not offer discount coupon or volume discount.  Our goal is to make our products available at the best prices and to treat all our customers equally.


GIFT CARDS:

We are sorry, we do not offer gift cards.


TERMS & CONDITIONS:

  • In no event shall Rainbow Loom LLC be liable for any damages, including but not limited to damages for loss of profits, goodwill, use, or other tangible or intangible losses resulting from the our services and products.  Unless prohibited by U.S. and Kansas laws, our liability shall not exceed the cost of the products.
  • We reserve the right to refuse service to anyone for any reason at any time (such as past unauthorized payment chargebacks (i.e. fraud) by you or repeated claims of items not received by you), unless prohibited by U.S. and Kansas laws.
  • We reserve the right to modify or terminate this FAQ for any reason, without prior notice.

ABOUT US:

Rainbow Loom® USA Webstore (https://www.rainbowloom.com/products) is managed and operated solely by Rainbow Loom LLC, a limited liability company incorporated in the state of Kansas, USA.  Rainbow Loom LLC is legally unaffiliated with Choon’s Design LLC, a limited liability company incorporated in the state of Michigan, USA.  Choon’s Design LLC and Rainbow Loom LLC are separate and independent companies.  If you have any question about the products or services you have received from the Rainbow Loom® USA Webstore (https://www.rainbowloom.com/products), please contact us at webstore@rainbowloom.com


PRIVACY NOTICE:

Your privacy is very important to us. We collect and use your personal information solely for the objective of fulfilling your order only.  We do not receive or retain your credit card number or other financial information.  Our credit card processor Paypal does not provide us with your credit card number or other financial information.

We will only retain personal information as long as necessary for the order fulfillment purpose.  We do not use your personal information for any marketing purpose.

We will protect personal information by reasonable security safeguards against loss or theft.