FREQUENTLY ASKED QUESTIONS


Please review our frequently asked questions from people just like you. It may save you time finding your answer here, instead of waiting for a response from our support team. Hope this helps! If you still have an unanswered question, please contact us. We look forward to assisting you.

 

I JUST PLACED AN ORDER, WHEN WILL IT SHIP?

Due to the continued international supply chain delays facing the US and in an effort to make sure you receive your order well before the Christmas holiday, most sport ball orders will be shipped to you directly from our overseas manufacturer.

Rest assured, HoloGear™ has proudly shipped out product to over 150,000 consumers worldwide in the past 24 months, so you can feel confident in our ability to deliver your order to you in a timely-manner.

Things to Note:

•Sport Ball Packaging: Our sport balls are shipped deflated in packaging and includes one, free HoloGear Air Pump. The HoloGear™ HoloGlasses are sold and shipped separately, if you'd like to add them to your cart start by clicking HERE.

•Apparel Packaging: Our apparel items will all be shipped from our warehouse in Chicago, IL. If you also ordered a sports ball then you can expect your order to be shipped separately.

•Get-It-By Timer: Please refer to the countdown timer displayed on each product page for an estimated order delivery date.

•Average International Shipping Time: 10-15 days after fulfillment.

•Average Domestic Shipping Time: 2-5 days after fulfillment.

•Average Fulfillment Time: 2-5 business days.

      WILL I RECEIVE A TRACKING NUMBER?

      Yes, we provide a tracking number for every order. Tracking and shipping information will be sent to the email or phone number that you provided at checkout once your shipping label is created. You will receive this email from support@hologearco.com. 

      CAN I CANCEL MY ORDER?

      Yes, but you must cancel your order before it is fulfilled (before you receive a tracking number) for the cancellation to be applied and receive a full refund. All you need to do is send us an email with the subject line "CANCEL" to support@hologearco.com.

      If we don't ship the order out in the time frame listed above, we will refund you promptly upon request. All you need to do is send us an email with the subject line "LATE CANCEL" to support@hologearco.com. 

      I HAVE ENTERED AN INCORRECT ADDRESS, WHAT DO I DO?

      If you have misspelled, incorrectly auto-filled, or want to change the shipping address, simply reply to your order confirmation email and provide us the correct information or give us a call at 773-360-7061. We have the ability to change the address before the order is fulfilled (before you receive a tracking number).

      HOW DO I GET MY BALL TO REFLECT? 

      In order to get the full reflection/glow effect of your HoloGear product, use the camera on your phone and turn the flash function "ON". The ball will appear glowing very brightly on your phone screen so you can create the most amazing sports content ever. Our holographic products also have a slight glow to the naked eye whenever natural light hits the ball at different angles. 

      OR

      Wear a pair of our recently released HoloGlasses, which solve the problem of playing sports at night. A pair of HoloGlasses are included in every sports ball order when purchased on our website. 

      The HoloGlasses are specially manufactured to make all of our products reflect/glow to the naked eye of the individual wearing them. Regardless of how dark it is outside, the HoloGlasses will allow you to play sports at night in the coolest and most innovative way ever! 

      The HoloGlasses are powered by 4 lithium 3 volt CR 2032 batteries (2 in each side). These can be purchased at any big-box store (Walmart, Target, Home Depot or Best Buy). To open this, we recommend using a glasses screwdriver to unscrew the 4 screws opposite of the  ON/OFF light switch. Then replace the 2 batteries with 2 new ones and re-screw.

      These glasses  have an average lifespan of 2-3 days of usage.

      DOES THE BALL COME INFLATED?

      We currently ship all of our sports ball products deflated with one free air pump included. 

      ARE THE SPORTS BALLS FOR INDOOR OR OUTDOOR USE?

      Our sports balls are made for either indoor or outdoor play. The leather is durable and built with regulation rubber bladders. We do recommend using the basketballs primarily indoors so they last longer, but playing outside with any of our products won't ruin the reflectivity of the balls.

      The sports balls may get dirty from the outdoor elements, which can cover up some of the reflectivity of them, but they are easily cleanable using a wet wipe or wet towel then drying. 

      ARE THE BALLS WATERPROOF?

      Our HoloGear Products are not waterproof. When wet the holographic leather is covered by water it covers the reflection. Now with this said, the balls can still be used in wet environments without permanently damaging the leather. We recommend to dry the ball completely with a dry towel in order to get the full glow effect back. 

      HOW DO I RETURN MY ITEM FOR A REFUND? 

      If you would like to return your order, please email support@hologearco.com  with your reason for return and order number within 30 days of delivery. We will issue you a free return label, all you have to do is print the return label and tape it back on the package your order came in. Once we receive your return in the same condition that you received it, we will issue you a full refund, which typically takes 3-5 business days to process into your bank. 

      Any item that comes back damaged, ripped, or scratched will be marked as used and will only receive a 40% refund. If the glasses or gold packaging are damaged as well the 40% refund rule will be in affect.

      Customer Service Department:

      Business Hours:

      9 AM - 5 PM CST, Monday - Friday

      If you have any shipping concerns, or general questions please begin by emailing:

      • support@hologearco.com (with your order # if applicable)
      • Emails will be responded to within 1-3 business days
      • Orders are picked up at 3 PM CST by USPS/FedEx, any orders placed after 2 PM will be shipped out the next day 

          Please direct your Wholesale Questions to: 

          • HoloGear President, Ryan Richards | ryan@hologearco.com

          Please direct your Affiliate Marketing and Branding Questions to:

          • HoloGear VP of Business Administration, Eric Calixto | eric@hologearco.com

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