Customer Service & C19/Omicron Updates

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Ordering Information 

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You can place an order at your convenience by using any of these methods:

1. Internet: Simply complete the View Cart Order Form located in checkout and submit as indicated.
2. Phone: from 9:00 a.m. – 5:00 p.m. Eastern Standard Time. We are typically closed on the weekends.

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Shipping Fees and Handling

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Standard Delivery

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(WE DO SHIP TO CANADA & OVERSEAS)

Many items are shipped via UPS ground service directly from our Distribution Center for in-stock items. Tack Boxes ship via UPS or FedEx Trunk. On occasion,

we are able to ship tack trunks sooner than the time guidance listed below.

1. Allow up to 3 to 4 weeks for delivery of in-stock items such as Tack Trunk Hardware
2. Inquire for delivery of Tack Boxes, Stall Guards, etc.
3. Inquire for Stall Curtains, Horse Show Banners, etc

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Freight Delivery Times

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Some larger items are delivered via a common carrier or freight trunk. Please note, delivery times may vary. If your order consists of multiple items, some may come as separate delivery packages or boxes.  Below are the expectations for delivery times for tack boxes, stall guards, saddle trunks, show drapes, and show banners.

Shipping guidelines:

1. Inquire on shipping dates as they change due to C19 logistic challenges.
2. C19 shipping dates change and recommend inquiring about shipping times if you are planning for items to be ready for your horse show:)

Additional Notes:
1. We are unable to ship to a PO Box
2. Our products are shipped to customers directly from the manufacturer.
3. Customers should receive a call from the shipping company a few days after the shipping company has received the Customer’s order tracking information. This is why we ask for a contact phone number for shipping arrangements.
4. If the delivery cannot be arranged in a timely manner (24 to 48 hours), the Customer will be liable for any storage fees incurred or the order will be sent back to the warehouse.

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Substitutions

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Manufacturer’s unforeseen product shortages or technical advances may necessitate the shipment of an updated, or a different manufacturer’s updated or similar product at no additional increase in cost. You will be contacted if substitution is possible or will be given a refund.

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Damaged Delivery or Delivery Notifications

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Note the YELLOW shipping label on the boxes we ship. “Before You Sign Label on The Box”

To guarantee shipping damage (even if the box does not look damaged), we kindly ask that you inspect the product (tack boxes, barn signs, any product) upon arrival from UPS, FedEx, or Trunk-line Freight providers. If the shippers do not allow you to inspect the contents inside the boxes, pallets, etc kindly refuse the shipment.  It is recommended that you save the packaging that the products arrived at and keep it for a while.

**If you accepted damaged boxes (tack trunks, valets, bridle racks, any product) from the shippers and signed for acceptance, you are responsible for the product in those boxes).  This means you accept the damaged products inside those boxes. Should you need to return the trunks or any product we make that you signed for, you will need to retain the original packaging to send them back to us so we can repair the tack trunks, grooming boxes, or whatever was damaged. **

Example: If you do not inspect for shipping damage, you will own the cost to ship the order back to us round trip. We are happy to fix shipping damage (during transit from the shippers.

In the rare event that your order arrives damaged, note the damage on all copies of the delivery receipts before signing. Retain a copy, and contact Customer Service immediately toll-free at 877-237-2972 for further instructions. Inspect your order immediately. Save all packing materials, cartons, etc.

All damages must be reported within 24 hours of receipt.

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Shipping Outside the 48 Contiguous States

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When placing an order to be shipped via UPS to Alaska, Guam, Hawaii, Puerto Rico, and the Virgin Islands,

additional shipping charges (if applicable) will be reviewed after placing your order. When placing an order to be

shipped via freight, please continue to contact Customer Service for a custom quote of additional shipping charges.

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Expedited Shipping is only an option for products made with Fabrics such as Stall Drapes, Show Banners, etc.

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DELIVERY NOTES: 

TACK BOXES: We do keep in stock year-round for immediate shipping select wood tack trunks in our starter tack trunks, heritage, and prestige products.

We do not offer expedited shipping for custom-made Tack Boxes.

All TACK BOX/TRUNK ORDERS ARE CUSTOM MADE & NON-REFUNDABLE. We work very hard to satisfy the demands of our customers. We offer free mockups of the boxes to ensure you get what you are after.

CUSTOM TACK BOX COVERS: we do offer expedited shipping once we have the final approved design (including artwork or mockups if necessary to complete the design).  

STALL CURTAINS & SHOW BANNERS: We do offer expedited shipping for custom-made stall drapes, valances, and horse show banners.  For an additional fee of 20%, we can make the drapes & curtains in 2 weeks if we have time given our production workload.  If you would like to see if we can accommodate a rush order,  please call us at 877-237-2972.

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FAQs

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It is imperative you include your e-mail address, fax (if applicable), and telephone number when placing an order online.

This will allow us to quickly contact you should any questions arise with your order or to simply confirm your order if necessary.

[/fusion_toggle][fusion_toggle title=”Privacy” open=”yes”]

WE VALUE PRIVACY. WE DO NOT SHARE ANY INFORMATION ON THIS SITE WITH ANYONE. IN ADDITION, YOU WILL NOT FIND ANY ADVERTISEMENTS WHILE VISITING OR SHOPPING ON THIS SITE. WE ONLY SHOWCASE EQUESTRIAN PRODUCTS FOR THE HORSE LOVER.

[/fusion_toggle][fusion_toggle title=” If I am using a credit card for my purchase, what information do you need?” open=”no”]

In addition to the card number, you must also indicate the card’s expiration date and the full name as it appears on the card.

[/fusion_toggle][fusion_toggle title=”Am I responsible for figuring out the taxes and shipping costs for my order?” open=”no”]

No, these calculations will be made automatically during the checkout process or you will be contacted if additional charges apply.

[/fusion_toggle][fusion_toggle title=”How will my order be shipped?” open=”no”]

In-stock items are shipped via UPS ground service direct from our Distribution Center.

[/fusion_toggle][fusion_toggle title=”What is your return policy?” open=”no”]

All merchandise returns require a Return Authorization. Please call to obtain complete instructions.

Additional information is also located in the “Customer Service” section under “Returns.”

[/fusion_toggle][fusion_toggle title=”What number do I call if I have questions about an order I have placed?” open=”no”]

You may call our Customer Service Department to either place an order or make inquiries.

You may also Contact Us online, and we will reply back to your email.

[/fusion_toggle][fusion_toggle title=”What are your Customer Service hours?” open=”no”]

Our Customer Service Department is available to assist you from 9:00 a.m. to 5:00 p.m., Eastern Standard Time.

We typically do not work weekends or Holidays. We respond to inquiries 24/7 either by email or call us direct.

[/fusion_toggle][fusion_toggle title=”What do you do with my e-mail address?” open=”no”]

The information we collect is requested to confirm your order and provide shipping/delivery status on applicable items.

[/fusion_toggle][fusion_toggle title=”Does Restocking Fees Apply?” open=”no”]

Yes, depending on the product and return conditions, restocking fees may apply.

[/fusion_toggle][fusion_toggle title=”Additional Fees Shipping to Canada” open=”no”]

Yes, duties and customs fees apply when shipping to Canada.  Suggest using Clearit.com as a clearinghouse to process custom and duty fees.

[/fusion_toggle][fusion_toggle title=”We Do Ship Overseas” open=”no”]

Yes, we ship to Canada & Overseas. Call us about shipping your order overseas.

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