Hippo Shades — Frequently Asked Questions

Everything you need to know — from measuring your windows to setting up smart schedules.

Shopping & Ordering

How do I place an order?

Browse our Roller Shades, Zebra Shades, or Roman Shades collections, pick the style and fabric that suits your space, then enter your exact window dimensions when prompted. Our product configurator will walk you through mount type, opacity, and motor choice before checkout. If you want a rough cost estimate before committing, use the free Estimate tool in the top navigation.

Are all Hippo Shades made to order?

Yes — every shade is custom-built to the exact dimensions you provide. We don't carry pre-cut stock sizes. That means your shades are cut, assembled, and tested specifically for your windows, which is why the fit is precise and the quality is consistent.

Can I order free fabric swatches before buying?

Absolutely, and we strongly recommend it. Screen colors vary widely depending on your monitor's calibration, and the feel of a fabric tells you things no photo can. Email us at support@hipposhades.com to request swatches for any fabric in our current collection. We'll mail them out so you can hold them up to your windows in natural light and make a confident decision.

What shade types does Hippo Shades currently offer?

We currently offer Roller Shades, Zebra Shades, and Roman Shades across multiple fabric collections — from sheer light-filtering to full blackout. Woven Wood Shades, Honeycomb Shades, and Shangri La Shades are in development and will be available soon. Sign up for our mailing list to be notified when new products launch.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as Shop Pay, Apple Pay, and Google Pay. All transactions are processed through Shopify's secure checkout — your payment details are encrypted and never stored on our servers.

Can I modify or cancel my order after placing it?

You have a 24-hour window from the time of purchase to request changes or a cancellation. After that, your order enters the production queue and customization begins — at that point we're unable to make alterations. If you need to adjust your order, email support@hipposhades.com immediately with your order number and the change you need.

What if I need a size that isn't listed on the product page?

Our shades are built to your dimensions — you type in your exact measurements during checkout, so there's no fixed size list to worry about. If you have an unusually large window (wider than 120 inches) or a very narrow opening (under 12 inches), contact us before ordering and we'll advise on the best approach or recommend splitting the opening.

Measuring Your Windows

What tools do I need to measure my windows?

A steel tape measure or laser distance meter gives the most accurate results. A pencil and notepad are helpful for recording measurements. Avoid cloth tape measures — they stretch slightly and can throw off your dimensions by a surprising amount. If you're measuring multiple windows, label each one and measure them individually even if they look the same. Window openings in the same room are rarely identical.

How do I measure for an inside mount?

Inside mounts sit within the window frame for a recessed, built-in look. Measure the width at three points — top, middle, and bottom of the opening — and record the smallest number. Measure the height at three points — left, center, and right — and again record the smallest. Always measure in inches to the nearest 1/8". Do not subtract anything from your measurements; our factory applies the standard deductions automatically.

How do I measure for an outside mount?

Outside mounts are installed on the wall or trim above the window frame. Measure the width of the area you want to cover — we recommend extending at least 2 to 3 inches beyond each side of the window opening for good light control and a proportional appearance. For height, measure from the point where the top of the shade will sit (ideally 3 to 4 inches above the frame) down to where you want it to end — either the sill or a couple of inches below it.

Inside mount or outside mount — which should I choose?

Inside mounts give a clean, streamlined look that frames the window precisely. They require a minimum recess depth of about 2.5 inches so the motor housing clears the frame. Outside mounts are more forgiving — they work on any window regardless of depth, and they're especially useful if you want to make a window appear taller or wider, or if you're covering a door where an inside mount isn't practical. When in doubt, outside mounts are the simpler choice for first-time buyers.

I measured wrong and my shades don't fit. What are my options?

Because shades are custom-built to the dimensions you supply, we can't offer refunds for customer measurement errors. However, contact us right away at support@hipposhades.com — in some cases we can arrange a discounted remake. Going forward, our How to Measure guide includes a step-by-step measuring assistant that double-checks your numbers before you submit. Taking an extra five minutes to verify measurements before ordering saves a lot of frustration.

Shipping & Delivery

How much does shipping cost?

Nothing. Every Hippo Shades order ships free to any address in the contiguous United States, with no order minimum. The price you see at checkout is the price you pay.

How long will it take to receive my order?

Custom shades are typically manufactured and shipped within 7 to 12 business days from the date your order is placed. Once dispatched, transit usually takes 3 to 5 business days depending on your location. You'll receive a shipping confirmation email with tracking information as soon as your order leaves our facility.

Do you ship to Hawaii, Alaska, or US territories?

We currently ship within the 48 contiguous states at no charge. For shipments to Hawaii, Alaska, Puerto Rico, or other US territories, please contact us at support@hipposhades.com before placing your order so we can provide an accurate shipping quote.

My order arrived damaged. What should I do?

Don't discard the packaging. Take clear photos of both the outer packaging and the damaged product, then email them to support@hipposhades.com within 5 business days of receiving your delivery. We'll assess the damage and arrange a replacement at no cost to you. Shipping damage is rare but it does happen, and we handle every case promptly.

How do I track my order?

Once your order ships you'll receive an email with a tracking link. You can also log into your account on hipposhades.com and view your order history and shipment status. If you checked out as a guest, your confirmation email will contain the tracking details.

Returns & Warranty

What is Hippo Shades' return policy?

Because every shade is made to your exact specifications, custom products are non-refundable unless they arrive defective or we made a production error. Non-custom accessories in original, unopened condition can be returned within 30 days of delivery. If your shades arrive with a defect or don't match what you ordered, contact us within 5 business days of delivery and we'll make it right.

What does the Hippo Shades warranty cover?

Motors and electronic control components are covered by a 1-year warranty against manufacturing defects under normal use. Fabric and hardware are covered against defects in materials and workmanship for 1 year from the date of delivery. The warranty does not cover damage from incorrect installation, power surges, physical misuse, or normal wear over time. To make a warranty claim, email support@hipposhades.com with your order number and photos of the issue.

My shade stopped working a few months after installation. What do I do?

Start with the basics before assuming a fault: check that the battery is charged (a flashing red LED means it's low), verify the remote is set to the correct channel, and try a manual motor re-wake by holding the programming button until the shade jogs once. Many issues resolve in under two minutes this way. If the problem persists, email support@hipposhades.com with your order number and a brief description — our team responds within one business day and will walk you through a fix or issue a warranty replacement if needed.

Installation

Can I install Hippo Shades myself?

Yes — most customers complete the installation in 10 to 20 minutes per window with a standard drill and a level. Every shade ships with mounting brackets, hardware, and a printed installation guide. Video tutorials are also available on our Help pages for both inside and outside mount setups. If you'd prefer not to DIY, we partner with TaskRabbit to connect you with vetted local installers across the United States.

What tools do I need for installation?

For a standard wall or trim install you'll need a drill with a Phillips-head bit, a pencil, a level, and a tape measure. If you're going into drywall without a stud, you'll need appropriate wall anchors — the ones included in the box work for most standard drywall. For concrete, brick, or tile walls, pick up a masonry bit and concrete anchors at your local hardware store before starting.

My window frame is too shallow for an inside mount. What should I do?

Inside mounts need roughly 2.5 inches of clear depth for the motor tube to sit flush. If your frame is shallower than that, an outside mount is the right choice — it attaches to the wall or trim above the window and avoids the depth issue entirely. Outside mounts often look great and can actually make a window appear larger, so it's not a compromise.

Can I get professional measuring and installation help?

Yes. If you'd rather have someone else handle it, visit our Measuring & Installation Services page to connect with a TaskRabbit professional near you. They're pre-vetted, experienced with window treatments, and available across the US. You can book directly through the TaskRabbit platform.

Motors, Smart Control & App

How do I activate my motor when the shade arrives?

Motors ship in Sleep Mode to protect the battery during transit. To wake it up, locate the small programming button on the motor head (it's accessible from the tube end or using the included tool) and press and hold it until the shade makes a brief jog movement. That single jog confirms the motor is now active. Your remote comes pre-paired — press the Up or Down button to verify it responds. If it doesn't, follow the pairing instructions in the included guide.

Can I control multiple shades with one remote?

Yes. Hippo Shades remotes support multiple channels, so you can assign individual shades to different channels and control them separately. You can also use Channel 0 to move every shade paired to that remote at the same time — useful for raising all the shades in a room at once with a single button press.

Do Hippo Shades work with Amazon Alexa or Google Home?

Yes. Motorized Hippo Shades are compatible with Amazon Alexa and Google Home. After downloading the Hippo Shades app and connecting it to your Alexa or Google Home account, your shades will appear as controllable devices. You can then operate them by voice, set schedules, and include them in smart home routines — for example, telling Alexa to close the shades when a movie starts.

How do I set a schedule so my shades open and close automatically?

Open the Hippo Shades app, navigate to your shade, and select Schedules. From there you can set daily or weekly timers, enable sunrise/sunset automation based on your location, and create scenes that adjust multiple shades together. Schedules run automatically without any further input — once set, your shades just work on their own.

How long does the battery last and how do I charge it?

On a full charge the built-in rechargeable battery lasts approximately 6 months under typical use — that's around 600 open/close cycles. Charging is done via the USB-C port on the motor head using the included cable. A full charge takes about 5 to 6 hours. A flashing red light means the battery is low; a solid green light means it's fully charged. The motor has built-in overcharge protection so it's safe to leave it plugged in overnight.

What happens if my remote is lost or stops working?

Replacement remotes are available in our Accessories section. Pairing a new remote takes under two minutes — select the channel you want, enter pairing mode on the motor by holding the programming button, then confirm on the remote. Full instructions are included with every replacement remote. In the meantime, you can still operate the shade manually by gently pulling the bottom rail by hand — the motor is designed to allow this without any damage.

What if the power goes out or my phone dies?

Every Hippo Shades motor supports full manual override — just pull the bottom rail gently up or down by hand. The motor disengages smoothly and won't be damaged by manual operation. This is a reliable backup whether you've lost power, lost your remote, or your phone battery is dead.

Fabrics, Light & Privacy

What is the difference between blackout, semi-blackout, and light-filtering fabrics?

Blackout fabrics block virtually all incoming light when the shade is fully closed — the best choice for bedrooms, home theaters, or any space where you need total darkness. Semi-blackout fabrics block most light and provide complete privacy, but allow a very soft ambient glow near the edges; they're ideal for living rooms and home offices where you want strong light control without a completely dark room. Light-filtering fabrics soften and diffuse sunlight into a pleasant, even glow while maintaining excellent daytime privacy — the most popular choice for kitchens and common areas.

Will people outside be able to see into my home?

With semi-blackout and blackout fabrics, privacy is complete in both directions whenever the shade is closed, day or night. Light-filtering fabrics provide strong daytime privacy — people outside cannot see in during the day. However, once interior lights are on at night, light-filtering shades may allow silhouettes to be visible from outside. If nighttime privacy matters, choose semi-blackout or blackout.

What makes Zebra Shades different from Roller Shades?

Roller Shades use a single uniform panel of fabric that rolls up and down. Zebra Shades (also called dual-layer or banded shades) have two layers of alternating sheer and solid bands that shift relative to each other — when the bands align solid over solid, you get maximum privacy and light block; when sheer aligns over sheer, you get a filtered, open view. Zebra Shades let you adjust the balance between view and privacy throughout the day without raising or lowering the shade.

How do I clean my Hippo Shades?

For regular maintenance, use a soft vacuum brush attachment and work from top to bottom to remove dust. For light spots or smudges, dab gently with a clean, damp cloth using lukewarm water only. Do not use chemical cleaners, bleach, or abrasive scrubbers — these can damage fabric coatings and void the warranty. Hippo Shades fabrics are not machine washable and should not be removed from the roller tube for cleaning.

How do I reduce light gaps at the sides of my shade?

Some light leaks around the sides of any shade, especially with inside mounts — this is a normal characteristic of roller-style treatments. Our Shade Channels (available as an add-on accessory) mount on the left and right sides of the frame and guide the fabric edge, significantly reducing side light gaps. For maximum blackout performance in bedrooms, we recommend pairing a blackout fabric with side channels.

Getting Help

How do I contact Hippo Shades customer support?

Email us at support@hipposhades.com any time. Our team is available Monday through Friday and typically responds within one business day. For faster resolution, include your order number and photos if your question is about a product issue. We don't currently offer phone support, but our email team is thorough and gets back to you quickly.

I have a question before I buy. Can I get advice?

Absolutely. Email us at support@hipposhades.com and describe what you're trying to achieve — the room, window type, how much light control you need, and whether you want motorization. We'll point you toward the right product and fabric, answer sizing questions, and flag anything to watch out for before you order.

Do you offer professional measuring and installation services?

Yes. For customers who prefer a hands-off experience, we partner with TaskRabbit to connect you with experienced local professionals for both measuring and installation. Visit our Measuring & Installation Services page to browse and book a professional in your area.

Where can I find measuring and installation guides?

All our help content lives in the Help section of the navigation menu. You'll find step-by-step written guides and video tutorials for How to Measure, How to Install, motor setup, remote pairing, and more. If you can't find what you need, email us — we're happy to walk you through anything over email.