"Can I get an order update?" 

Click here to receive an order update at any time. Please note we require approximately 1-3 business days to process and ship orders. Once your order ships, you will receive a tracking link in your email OR in the Order Status Tool.

Once your package has been shipped, transit time is out of our control, and any queries regarding the transit time should be directed to the postal service.

"I sent an email but haven't heard back yet."

We are a small team of equestrians and are doing our best to respond to all queries as quickly as possible. Please allow us 24-48 hours during business days to respond to your query. If we have not responded within this time-frame, please contact us again here.

"After I return an item, when can I expect a refund?"

Our warehouse requires 2-5 business days to process returns and refunds once they have been delivered back to us. You will receive an email as soon as your return is closed and refunded from our end.

Please be aware that the bank typically takes up to 5 business days to return the funds to your bank account. For an update on the progress of the funds returning to your account, please contact your bank. 

"My order hasn't shipped yet, when can I expect to receive it?"

Please note we require approximately 1-3 business days to process and ship orders. Once your package has been shipped, transit time is out of our control, and any queries regarding the transit time should be directed to the postal service. 

Please double check the product page of the items you have purchased to double check if they are items which require additional order processing time; This information will be displayed as below: 

"My package was lost by the postal service, what do I do?"

Once your package has been shipped, transit time and the package's whereabouts are unfortunately out of our control. We do not have any jurisdiction over the postal service or how they control a package. We recommend you follow these steps to retrieve your package: 

1. Visit your local postal service office and request that the Postmaster provide you with GPS coordinates of where your package was last scanned (or where it was scanned when it was marked delivered). This information will help prove your case when you open a claim or investigation. 
2. Open a claim/investigation. The postal service typically finds the package once this is initiated, or provide you a refund of the package value up to the amount of insurance (we provide $200 of insurance for free on every package). Click HERE to open a USPS Claim, or click HERE to open a UPS claim.

"The postal service still hasn't delivered my package, what do I do?"

Please note we require approximately 1-3 business days to process and ship orders. Once your package has been shipped, transit time is out of our control, and any queries regarding the transit time should be directed to the postal service. If you suspect your package has been lost, please follow the steps above to open a shipping claim. 

"How do I make an exchange or return?"

We offer FREE exchanges and returns within 120 days of order date. Once we receive the returned product, we will ship out your new item, or process your full refund immediately to your original payment method. Start a return or exchange here.

"Where can I see a size chart for this item?"

If the brand has provided a size chart for this item, we display it as shown below on the product page. If the product page does NOT show a Size Chart button, this means the brand does not have any Size Chart available for this product.

"How do you process my payment information?"

Your payment details are encrypted and sent securely to our PCI-compliant payment processor (Shopify Payments or another trusted gateway). We never see or store your full card number—only a secure token is kept for things like refunds. This keeps your information safe and private.

Still have questions? Contact us here and we'll be happy to help!