Frequently Asked Questions
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Please note that some of our processes are manual and errors can arise.
We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimize inconvenience and disappointment that may be caused.
Please contact our support team.
Company Contact
We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimize inconvenience and disappointment that may be caused.
Please contact our support team.
Company Contact
For your purchase, a link is provided on your order tracking page, which, once clicked, will automatically cancel the order and begin the refund process. MyAccount Login
Once the order enters our despatch process, the cancel button will be removed. You must immediately contact support to stop the order.
Company Contact
If the order has not yet been shipped and is canceled and payment has already been made, we will refund you the purchase price.
Sometimes, we will not require the goods to be returned to us to provide customer support.
Company Contact
If the order has been shipped, once the goods arrive, you must return the unwanted products to us unused and in their original packaging at your risk and cost within thirty days of delivery.
Upon returning the goods to our warehouse, we will credit your payment with the cost of the unwanted product.
Our Shipping Costs which go to the courier companies like DHL, FedEx, and USPS, ...will not be refunded if the used courier company decides they met their obligations. Courier Services are out of our control.
Shipping costs that are paid directly by you to send goods back to us are yours alone to bear. We will not refund any fees you use to send goods back to us.
Once the order enters our despatch process, the cancel button will be removed. You must immediately contact support to stop the order.
Company Contact
If the order has not yet been shipped and is canceled and payment has already been made, we will refund you the purchase price.
What to do First?
For any reason, before sending anything back to us, contact our support team first.Sometimes, we will not require the goods to be returned to us to provide customer support.
Company Contact
If the order has been shipped, once the goods arrive, you must return the unwanted products to us unused and in their original packaging at your risk and cost within thirty days of delivery.
Upon returning the goods to our warehouse, we will credit your payment with the cost of the unwanted product.
Our Shipping Costs which go to the courier companies like DHL, FedEx, and USPS, ...will not be refunded if the used courier company decides they met their obligations. Courier Services are out of our control.
Shipping costs that are paid directly by you to send goods back to us are yours alone to bear. We will not refund any fees you use to send goods back to us.
Exchange rates for the display of international currencies are updated daily.
Home of Poi uses its best commercial efforts to obtain the most accurate and timely information on currency rates, all of which are complex and subject to rapid change.
Accordingly, we do not guarantee the accuracy, timeliness, reliability, or completeness of any of the currencies downloaded or accessed from this website. The base currency for all products is NZD (New Zealand dollars), and all other currencies are calculated from this base value.
We use a third party called Stripe to handle all collection of financial information. Stripe is one of the world's most secure payment processors in the USA. They will typically charge you in the currency used by your bank cards.
Company Contact
Home of Poi uses its best commercial efforts to obtain the most accurate and timely information on currency rates, all of which are complex and subject to rapid change.
Accordingly, we do not guarantee the accuracy, timeliness, reliability, or completeness of any of the currencies downloaded or accessed from this website. The base currency for all products is NZD (New Zealand dollars), and all other currencies are calculated from this base value.
We use a third party called Stripe to handle all collection of financial information. Stripe is one of the world's most secure payment processors in the USA. They will typically charge you in the currency used by your bank cards.
Why did I get charged a different amount?
Should you ever get charged the wrong amount, please get in touch with us so we can investigate and remedy it.Company Contact
Exchange rates for the display of international currencies are updated daily.
Home of Poi uses its best commercial efforts to obtain the most accurate and timely information on currency rates, all of which are complex and subject to rapid change.
Accordingly, we do not guarantee the accuracy, timeliness, reliability, or completeness of any of the currencies downloaded or accessed from this website. The base currency for all products is NZD (New Zealand dollars), and all other currencies are calculated from this base value.
We use a third party called Stripe to handle all collection of financial information. Stripe is one of the world's most secure payment processors in the USA. They will typically charge you in the currency used by your bank cards.
Company Contact
Home of Poi uses its best commercial efforts to obtain the most accurate and timely information on currency rates, all of which are complex and subject to rapid change.
Accordingly, we do not guarantee the accuracy, timeliness, reliability, or completeness of any of the currencies downloaded or accessed from this website. The base currency for all products is NZD (New Zealand dollars), and all other currencies are calculated from this base value.
We use a third party called Stripe to handle all collection of financial information. Stripe is one of the world's most secure payment processors in the USA. They will typically charge you in the currency used by your bank cards.
Why did I get charged a different amount?
Should you ever get charged the wrong amount, please get in touch with us so we can investigate and remedy it.Company Contact
We update the site each working day to only display products that have stock available.
However, at times a product may become unavailable between updates. In such cases, you will be contacted and informed about this, allowing you to either wait for more stock, cancel the item/order, or order another item.
We try to carry three months' worth in stock for most of the popular items. Even accounting for the many wholesale orders, we process.
However, at times a product may become unavailable between updates. In such cases, you will be contacted and informed about this, allowing you to either wait for more stock, cancel the item/order, or order another item.
We try to carry three months' worth in stock for most of the popular items. Even accounting for the many wholesale orders, we process.
At Home of Poi, we would like to help you and your business succeed.
We recognize that there are many different business models and situations, so we offer several different ways for you to buy and on-sell our products.
Our Wholesaler program is designed for businesses buying and selling significant volumes of products. It, therefore, features a minimum first-order purchase of the equivalent of US$800. A tier system is in place to recognize and provide differentiation for different levels of business. If your business is not in the category of the Wholesaler program, we may still be able to help you by providing a discount program.
We recognize that there are many different business models and situations, so we offer several different ways for you to buy and on-sell our products.
Our Wholesaler program is designed for businesses buying and selling significant volumes of products. It, therefore, features a minimum first-order purchase of the equivalent of US$800. A tier system is in place to recognize and provide differentiation for different levels of business. If your business is not in the category of the Wholesaler program, we may still be able to help you by providing a discount program.
Do we sponsor or support events?
Home of Poi encourages and supports Not-for-profit clubs and other businesses in this manner. For more information about this, refer to our HoP helping you - Sponsorship and Event Support article. If you would like to enquire about any of these programs, please contact us using the contact support form to provide as much detail as possible so we can quickly understand your business situation to determine the most suitable program.Sure we can help you, and If you receive our email Newsletter, each email has a link to unsubscribe. You are best to click that. If you email us to remove you from our email list, we would just click that link in your email.
Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Do we share your details?
We do not sell your private details to anyone. When you make a payment, all the private details are sent to the payment processing merchant Stripe. When we ship you products, we give your delivery details to the couriers so they can complete delivery. They also do not share private information and have a personal data policy to only store your information for the time necessary, in compliance with international laws.Can I cancel all emails?
No, if you make an order with us, you will receive a few emails from us regarding the processing of your order;Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Is your address correct?
Sure we can help you, and If you receive our email Newsletter, each email has a link to unsubscribe. You are best to click that. If you email us to remove you from our email list, we would just click that link in your email.
Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Do we share your details?
We do not sell your private details to anyone. When you make a payment, all the private details are sent to the payment processing merchant Stripe. When we ship you products, we give your delivery details to the couriers so they can complete delivery. They also do not share private information and have a personal data policy to only store your information for the time necessary, in compliance with international laws.Can I cancel all emails?
No, if you make an order with us, you will receive a few emails from us regarding the processing of your order;Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Is your address correct?
Sure we can help you, and If you receive our email Newsletter, each email has a link to unsubscribe. You are best to click that. If you email us to remove you from our email list, we would just click that link in your email.
Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Do we share your details?
We do not sell your private details to anyone. When you make a payment, all the private details are sent to the payment processing merchant Stripe. When we ship you products, we give your delivery details to the couriers so they can complete delivery. They also do not share private information and have a personal data policy to only store your information for the time necessary, in compliance with international laws.Can I cancel all emails?
No, if you make an order with us, you will receive a few emails from us regarding the processing of your order;Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Is your address correct?
Sure we can help you, and If you receive our email Newsletter, each email has a link to unsubscribe. You are best to click that. If you email us to remove you from our email list, we would just click that link in your email.
Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Do we share your details?
We do not sell your private details to anyone. When you make a payment, all the private details are sent to the payment processing merchant Stripe. When we ship you products, we give your delivery details to the couriers so they can complete delivery. They also do not share private information and have a personal data policy to only store your information for the time necessary, in compliance with international laws.Can I cancel all emails?
No, if you make an order with us, you will receive a few emails from us regarding the processing of your order;Once the order processing is started,
Once to confirm we have received your payment
Emailed tracking information, and later,
We ask you if you have comments about your purchase.
Do not add these order emails to blacklists, as if you have a problem we will not be able to contact you. eg.
Is your address correct?
Make someone's day with a Home of Poi Gift Voucher!Vouchers make the perfect gift when you are not sure what great product to get, especially at the last minute! Vouchers are also ideal when you are not sure of someones size or preferred color choice.Purchase voucher here
When we list products we take care to describe them well.If you think you received the wrong amount please check the following information on your order invoice. Login into your account to view orders and invoices.Common pit falls..The word "Poi" is both singular and plural. So we add the words 'Single','set' or 'Pair of' to the product title/description.eg.A single Poi ball is only one ball/head on a cord.A pair of Poi is two balls/heads on cords.A Poi set will include two balls/heads on cords.Juggling balls do not come in a set of three, unless it states so. As you can juggling from just one ball to many more we sell most balls as 'singles' so users can order as many as they need.Still missing product?Ooops, sorry about that. Please contact us so we can send the missing items.
Basically we are unable to combine orders.If we send your orders as two separate orders or as one order it does not make any difference to the shipping costs as all shipping is calculated by weight of product, not by each order processed.However. If you still really want to combine orders that have not been paid for then delete your orders by logging into your account, view orders and click the cancel order links. Then make a new order with the goods you wish to purchase.
The amount you are enquiring about is your order value in XDR also known as SDR. SDR is IMF (International Monetary Fund) Standard Drawing Rights and is essentially a standard International currency value. We use SDR for our shipping value because all countries and all customs officials should be familiar with it, and the rate doesn't change like standard dollar/pound/euro exchange rate does, and for these reasons we believe it should help minimise unnecessary customs delays and/or charges that some of our customers incur. An added benefit is that many of our customers want us to hide the value of the order from the receiver because it is a gift - SDR allows us to achieve this while still providing the required value for customs officials.Additional information about SDR can be found at Wikipedia here: https://en.wikipedia.org/wiki/Special_Drawing_Rights
Sorry to hear you were unable to use our shopping system.In order to use our shipping cart system you must have javascript and cookies enabled within your browser.To check if you have these settings turned ON please use our Cookies and Javascript test page.If you still can not add to the shopping cart then go to this expire cookie page and click button to expire all of our cookies and then visit the shop to try again.What is a "cookie"?A cookie is a small file which a web server can store temporarily on your hard drive as a normal part of surfing the Internet.Our site uses cookies to keep track of your details and session ID from one area to another, to let you view pages without re-entering a password. Javascript is used to control buttons like "add to cart" and swap images and drop down menus.Cookies will help us remember * Your user ID / Session ID * Your selected country / currency / language * Items in your shopping cart * Your site preferencesHope that helps
If you are wanting to purchase products you will need to buy them through the online website.We cannot do orders by phone or email due to security reasons, it is much safer to place orders directly through our secure website.Here is a link to the shop online.Beginners Guide to purchasing onlineTo buy product, add it to your shopping cart by clicking the green Add to cart button.Do this to all products that you wish to purchase.Then you can view the items in your cart by clicking on the view Cart/Checkout trolley at the top of the website.Here you will see the individual costs and total cost of your items including shipping options to your country.Shipping is calculated automatically from the weight and size of your parcel.You can add or delete items from your cart at any time before checkout if you change your mind. Simply tick the check box beside the product and click the "update" button.Once you have decided on your products, proceed to checkout and you will be asked to enter your shipping details etc.The next step will ask your method of payment. You can buy directly through our site using a Visa or MasterCard or American Express, but any other credit or debit card will need to go through the PayPal system.Our website will give you instructions on how to pay by Paypal if you need to select that option.Then once your order has been received and processed by us we will email you to let you know that your order has come through.Hope this helps explain.If you need any further assistance feel free to ask, otherwise we will email you once your order is processed.
We cannot do orders by phone or email due to security reasons, it is much safer to place orders directly through our secure website.
We do not store or hold any financial information on our servers or at our premises.
We do not store or hold any financial information on our servers or at our premises.
We cannot do orders by phone or email due to security reasons, it is much safer to place orders directly through our secure website.
We do not store or hold any financial information on our servers or at our premises.
We do not store or hold any financial information on our servers or at our premises.
A language for your area should be set automatically. However errors can occur, or you may wish to see in another language.
We only offer a few languages at this point.
On Desktop and tablet
Look near the top right hand corner of the page.You will see on the 2nd line from top
Click on the Language to change your language (and wether you wish to see imperial or metric measurements in the shop.
On Phone, Small devices
Click on the hamburger menu icon (3 horizontal lines) at top of page.
Click on the arrow '>' to the right of 'language' to drop down list of other languages. Click the one you want. Page will then refresh.
We only offer a few languages at this point.
On Desktop and tablet
Look near the top right hand corner of the page.
You will see on the 2nd line from top
Currency ID, Language, Items in cart(?
Click on the Language to change your language (and wether you wish to see imperial or metric measurements in the shop.On Phone, Small devices
Click on the hamburger menu icon (3 horizontal lines) at top of page.
Click on the arrow '>' to the right of 'language' to drop down list of other languages. Click the one you want. Page will then refresh.
The link to our Conditions of Sale are found during your shopping experience and where you confirm your order as accepting of those conditions.Links are also provided at the bottom of every page.
We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our support team.Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused.Please click here to contact our support team.
The link to our Privacy Policy is found as a link at the bottom of all our pages.Click here to view
We sell E-vouchers, which are vouchers sent via email.The email has a special link to click on that enables the recipient to use the voucher.You could get a card that says you have given them a voucher to the value of ??? and they will be getting a special link to use it sent via email to their email address.Purchase a gift voucher here.
Updates have been made to our systems to ensure that we remain unaffected by this vulnerability.
Read more further down...
About "Heartbleed".
Youve possibly heard about the OpenSSL exploit (commonly referred to as Heartbleed) affecting many web servers across the world. We promptly looked into whether we may be vulnerable due to our use of TLS and you may rest assured that the Home of Poi website is not vulnerable.
Since this has widespread implications on the Internet, we wanted to inform you of this issue and assure you that HoP makes every effort to keep our systems patched to limit the impact of security vulnerabilities. Updates have been made to our systems to ensure that we remain unaffected by this vulnerability.Although HoP was unaffected by the Heartbleed bug, as a precaution, we recommend that all users change their account passwords; especially if you use the same login information for other websites.
Read more further down...
About "Heartbleed".
Youve possibly heard about the OpenSSL exploit (commonly referred to as Heartbleed) affecting many web servers across the world. We promptly looked into whether we may be vulnerable due to our use of TLS and you may rest assured that the Home of Poi website is not vulnerable.
Since this has widespread implications on the Internet, we wanted to inform you of this issue and assure you that HoP makes every effort to keep our systems patched to limit the impact of security vulnerabilities. Updates have been made to our systems to ensure that we remain unaffected by this vulnerability.Although HoP was unaffected by the Heartbleed bug, as a precaution, we recommend that all users change their account passwords; especially if you use the same login information for other websites.
The spider fans are the same size as the standard five finger fan frame which is in the middle between a large lotus and a medium lotus.
Great to hear you are interested in purchasing a Staff from us.When buying a Staff, there are several things to consider;Style, Weight, Length, Wicks, Grips, Flame, and Assembly/Transport.Where to start?A Practice Staff will not have any wicks and are a good starting point to begin your staff journey. You can master your staff moves, and with growing confidence, you can consider moving on to Fire Staff, LED Staff, Contact Staff, LED Staff, Dragon Staff, Double Staff, Triple Staff, and many other object manipulation arts.You can dive in and purchase a Fire Staff and place some old socks or fancy wick covers over the fire heads or wicks to protect them from damage as you learn without the fear of a hot flame.The Beginner or Standard Fire Staff.A standard Fire Staff is twirled through your hands, spun, thrown, caught, balanced, and bounced like a firey extension of your movement. This type of Staff is where many people start their staff twirling.See: Fire Training, am I ready for Fire?The Staff pole is strong and light enough to build your hand strength and flexibility. But remember to warm up with exercises and stretch before you begin.Length of a Standard Staff?For a beginner Staff size, we use a general guide to measure from your armpit to the ground and take the closest pole length.What is a Fire Baton?Fire Batons are shorter (
Yes, we do sell Wholesale many of our products to approved businesses.
You must have a physical shop/store or a professional website so we can complete background checks.
Requirements and submission form here
Company Contact-form?subject=3
You must have a physical shop/store or a professional website so we can complete background checks.
Requirements and submission form here
Company Contact-form?subject=3
Need more help? Contact us
