At Equestrian Supplies Shop, we understand that professional riders demand precision in both their equipment and service. Our shipping and returns policies reflect the same commitment to excellence found in our premium equestrian products, from German-engineered bits to Italian-designed competition apparel.
Shipping Information
Order Processing & Delivery Timelines
- Order Processing: 1-2 business days
- Standard Shipping: 10-15 business days via DHL or FedEx ($12.95 flat rate)
- Free Shipping: 15-25 business days via EMS (for orders over $50)
Shipping Coverage
We ship worldwide, excluding certain Asian and remote regions. International customers may be subject to customs fees, which are the responsibility of the recipient.
Returns & Exchanges
We stand behind our products with a professional-grade return policy designed for competitive riders who expect perfection in their equipment.
Key Return Policy Features
- 15-Day Return Window: From date of delivery
- Free Exchanges: For incorrect or defective items
- Dedicated Support: Raleigh-based equestrian specialists
- Global Coverage: Available to riders worldwide (with some exceptions)
Our 4-Step Return Process
Step 1: Initiate Your Return
Contact our customer service within 15 days of receiving your order at [email protected] with:
- Order number
- Item(s) for return/exchange
- Reason for return
- Photos if claiming defect (required for technical equipment like bits or bridles)
Step 2: Receive Authorization
Our equestrian specialists will review your request within 1 business day and provide:
- Return authorization number (RMA)
- Shipping instructions
- Exchange options if applicable
Step 3: Ship Your Return
Package items securely in original condition with tags attached. For safety equipment like breastplates or girths, ensure all buckles and stitching are intact.
Return Address:
Equestrian Supplies Shop
Returns Department
782 Rockford Mountain Lane
Raleigh, NC 27604
USA
Step 4: Receive Refund or Exchange
Upon inspection (typically 3-5 business days after receipt):
- Refunds: Processed to original payment method within 5 business days
- Exchanges: Shipped via your preferred method (standard or free shipping)
Non-Returnable Equestrian Items
For hygiene and safety reasons, we cannot accept returns on:
- Grooming or Pest Control Supplies (opened containers)
- Custom-fitted items (special order bridles or competition jackets with alterations)
- Personalized equipment (monogrammed halters or leads)
Defective items in these categories will be replaced at our discretion.
Refund Timeline & Methods
| Payment Method | Processing Time | Delivery Method |
|---|---|---|
| Credit Cards (Visa, MasterCard, JCB) | 3-5 business days after approval | Original card statement |
| PayPal | 1-3 business days after approval | PayPal account |
International Returns
For our global clientele outside the U.S.:
- Return shipping costs are the customer’s responsibility
- Mark package as “Returned Goods” to avoid customs fees
- Allow 2-3 weeks for international returns to reach our facility
Return Request Template
Use this format when emailing [email protected]:
Subject: Return Request – Order #[Your Order Number]
Dear Equestrian Supplies Team,
I would like to request a return/exchange for the following item(s) from order #[Your Order Number]:
- [Product Name] (Quantity: X)
- [Product Name] (Quantity: X)
Reason for return: [Defective/Incorrect Item/Size Exchange/Other – please describe] [For defective items, please attach clear photos showing the issue]
I prefer: [Refund/Exchange for (specific product if known)]
Shipping Method Used: [Standard (DHL/FedEx) or Free (EMS)]
Please send the return authorization and instructions to this email.
Best regards,
[Your Full Name]
[Your Contact Number]
[Shipping Address if different from original order]
Need assistance? Our equestrian specialists understand the demands of competitive riding and are available to help with any shipping or return questions at [email protected].