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Frequently Asked Questions

We've collected the most frequently asked questions and answered them below for your convenience, if your query isn't covered below please feel free to contact us and we'll be happy to help.

Payment FAQ

Shipping FAQ

Product FAQ

Support FAQ

Is your site safe and secure?

YES it is. Our site uses a check out system where all card payments are handled securely by Protx™. Protx, established since 1995, the most secure, innovative and state of the art Internet solutions provider for its clients. Providing payment and security services that are now among the most advanced in the industry, you can be sure of a safe and secure shopping experience.

We also accept payments by PayPal™, an eBay company. Used by literally millions of online shoppers worldwide, PayPal enables any individual or business with an email address to securely, easily and quickly send and receive payments online. PayPal's service builds on the existing financial infrastructure of bank accounts and credit cards and utilizes the world's most advanced proprietary fraud prevention systems to create a safe, global, real-time payment solution. PayPal has quickly become a global leader in online payment solutions with 64 million account members worldwide. Available in 45 countries around the world, buyers and sellers on eBay, online retailers, online businesses, as well as traditional offline businesses are transacting with PayPal.

Can I get discounts for large quantities?

Yes, we do offer discount for wholesale orders.

If you would like more information about ordering wholesale, or if you are a retail outlet please phone our friendly team on +44 (0)1273 414434. You can also fax your enquiry to the above number, alternatively you can send us an email and we will be very happy to discuss your options with you.

International orders - How much will it cost in my currency?

All of our products include an 'other currencies' button next to the price. This button will display an up to the minute converstion into many other currencies. The payment system you choose to use; Protx or PayPal, will also convert the money into your currency. We recommend using a currency converter such as Yahoo Finance or www.Xe.com/ucc if your currency isn't displayed.

Can I pay by cheque?

Yes. If you wish to pay via cheque, this should be made payable to 'Flamin' Funky Fire Monkey Ltd'. You will need to place your order over the phone, to do this please call our friendly team on +44 (0)1273 414434. Office hours are 9:30am - 5:00pm Monday to Friday.

What are the Christmas delivery cut-off dates?

For deliveries to the UK we recommend placing your order before Thursday 20th December, this is the cut-off date for First Class mail. The cut-off date for Royal Mail Special Delivery is Friday 21st December.

For international deliveries we recommend placing your order before Monday 10th December, this is the cut-off date for International Airmail to USA, Canada, Japan and Eastern Europe. The cut of date for Western Europe is 13th December. Some orders may not be guaranteed after Friday 7th December. Please check the Royal Mail's Recommended Last Postal Dates to confirm.

How long will delivery take?

UK Addresses
If you live in the UK all goods are sent Royal Mail 1st class. We aim to dispatch your order within 48 hours of receiving it. In most cases orders can be expected in around 3-7 working days, however, Royal Mail advise to allow up to 21 days for delivery.

International Addresses
International orders are sent via Air Mail on the royal Mail 'International Signed For' service. You will usually receive your order within 9 days of order date however Royal Mail web site advises: "If your item is not delivered, please allow up to 25 days after posting before you consider it lost."

For more info on mail sent on the International Signed For service please see the Royal Mail FAQ page.

Do you ship to my country?

We deliver to the majority of countries around the world. However we reserve the right to not supply goods on a case by case basis. Some countries require additional security checks before goods can be considered for shipping. All items are subject to Customs checks on arrival in destination country which can lead to additional delays.

I'm a beginner, do you have any recommendations?

It is a good idea to start off your spinning career with a Poi Poi® that will not hurt when you inevitably hit yourself with it. The Mouse is a good starting point as it is soft and light weight and has a short tail to avoid those learning tangles. However any of our bean filled Poi Poi such as the Globalz or Parrot Tails would be suitable.

If you would like long-tailed Poi Poi® then a great choice is the Cobra II Versatile Style. It enables you to swap the tennis ball weights for either a 105g or 135g bean bag weight, making them perfect for learners. The easy removal of the tail is another great feature of the Cobra II Poi Poi®, this allows you to get to grips with the basic moves and avoids tangles.

Are any products suitable for children?

Yes, with the acceptance of Fire Poi Poi® all of our products are suitable for children however guidance is advised for very small children due to the strings. Again The Mouse is the perfect Poi Poi for young children to learn with due to its weight and size.

Anyone under 16 years old wishing to spin with Fire should be under full adult supervision at all times. The utmost due care and attention must be taken with regards to your immediate surroundings, your personal safety and the safety of those around you.

Can I adjust the length of my Poi Poi?

Yes, you can adjust the length of your Poi Poi® easily by tying a simple loop knot in the string.

Some of the Poi Poi product range ie Globalz have a split ring on the cord assembly enabling you to change the length of the string.
1. unclip the handle
2. Fold the cord in half and fasten the split ring to the swivel at the head of the cord assembly.
3. Your cord will now be half the length. Clip the assembly back onto the Poi Poi and away you go.

How long should my Poi Poi strings be?

A general guide is to hold your arm out in front of you and measure from where your thumb joins your hand to your chest. This total length will include the length of the head of the poi the cords and the handles. Shorter strings will spin much faster and tighter circles allowing for more rapid and intricate tricks while larger strings make much larger and slower moving circle - great when spinning fire.

What is the difference between double-loop and single-loop handles?

Double finger loop handles are more commonly used as the Poi Poi is more secure around two fingers. The Mouse comes with a single finger loop handle making it more suitable for smaller hands and fingers - ideal for younger spinners.

What colours glow in UV light?

UV (ultra violet) is a portion of the electromagnetic spectrum. UV can not be seen by the human eye, but when it falls on certain materials it may cause them to become fluorescent (ie. glow) and reflect visible light back to our eyes.

The following colours are sensitive to UV Light: White, Pink, Yellow and Orange will glow under UV Lighting. Red, Purple, Green, Blue and Black will not glow under UV light.

What happens when my order is placed?

An automatic email is sent to you from our online shop with your order details We reserve the right to not supply goods for any reason and return payment. We will make every effort to ship the goods once payment has been received the following working day.

How can I cancel an order?

If you wish to cancel an order please contact us with your details to hand.
If the order has not yet been shipped and you have already made payment, we will refund you the purchase price.
If the order has been shipped then you must return the unwanted products to us unused and in their original packaging at your risk and cost within thirty days of delivery and we will credit your account with the price of the unwanted product. Please note a handling charge may be levied.

What do I do if an item goes missing?

Please have your street number clearly marked outside your address for the postman/courier. If your item has not arrived in the stated time please contact us so we may investigate the order status.

What do I do if my item is faulty, incorrect or a substandard product?

If you are not 100% satisfied with our goods for any reason then return them to us within 30 days and we will send you a complete refund.

If any products are faulty, incorrect or damaged in transit to you, you must first contact our support team. In most cases return of the damaged product is not necessary. We will not reimberse the cost of shipping items back to us unless we have already agreed this with you. We reserve the right to replace at our cost, or refund the cost of the damaged or faulty goods.

If you feel you wish to return the goods for any other reason for a refund with return postage paid by you please contact our support team.

How do I make a complaint?

Our aim is to provide outstanding customer service to all of our customers. If you have any complaint with regards to our level of service please contact us. Please note that many of our processes are manual and sometimes errors can happen. We carry out quality assurance checks on a regular basis and if errors do arise we endeavour to solve them with minimal inconvenience and dissapointment to the consumer.