Policies and Contact Us
Customer Service Hours
All orders are shipped using 2-5 day shipping. We cannot guarantee any delivery dates. We ship using the option selected by you at checkout. First class packages do NOT include insurance, so if your package is lost you will not be able to make a claim with USPS. If you want your package insured, you must purchase Route purchase protection at checkout. All shipping claims are handled exclusively by Route. For our customer's convenience Route is automatically added to your order unless you select decline coverage in your cart. If you need a rush order please contact us before purchasing to see if we can accommodate your timeline. We usually ship all packages on Monday and Thursday mornings. We have a standard order processing time of 1-3 business days. During the holiday season or significant sale weeks (tent sale and birthday sale) the processing time is extended to 2-5 business days. Our processing time is in addition to the number of days it takes the mail carrier to ship your package. You will receive an email with your tracking number when your order ships. We do not refund or replace items that have been marked as delivered by the shipping carrier. If your package is lost during transit, upon request we will provide you with pictures of the drop off receipt so you can open a claim.
Your order starts being processed as soon as it is placed. After the order is placed, it is only refundable in the form of store credit.
ExchangesDue to the limited availability of many of the items we carry, we do not offer exchanges on any purchases. We apologize for the inconvenience.
All returns must be sent within 14 days of being marked as delivered. Any items past the 14 days are ineligible for return. All purchases made between Black Friday and December 17th are eligible for an extended return period and must be postmarked as shipped back to us by December 31st. All refunds are provided in the form of store credit. Boots and bells must be unused and in original packaging to be considered for a refund. If we receive items in used condition or without packaging, there will be up to a 30% restocking and cleaning fee. Used condition constitutes as any marks, stains, or dirt on clothing, accessories, boots, and tack. This includes boots, bells, and tack being placed on a horse for any reason, including trying on to see fit. We reserve the right to refuse any returned items that display obvious signs of wear including hair, stain, order, or any other reason that would prevent it from being resold. Your order starts being processed the minute we receive it. After the order is placed, it is only refundable in the form of store credit.
Customers are responsible for return shipping fees. We do not refund original shipping costs. If you used a free shipping coupon, the actual shipping cost will be deducted out of the refund price. The return form must be included with your return shipment in order for us to process it. We do not offer refunds for colors not matching. While we do our best to accurately represent the colors of our products, all screens show colors differently so we cannot guarantee any specific color. We do not offer refunds for early product wear due to the common use of washing machines and powerwashing for cleaning. We do not offer refunds for wear on ANY airbrush products, as airbrushing is not a permanent color technique and color longevity is highly dependent upon the environment it is used in.
If we made a mistake with your order we must be notified within 3 days of the delivery date. The incorrect item must be received within 30 days of the original delivery date in order to be eligible for return or exchange. Any mistake with a delivery date marked more than 30 days prior or that show any signs of use are ineligible for return or exchange.
Return Form -> Download Here
All boots and bells are handwash only. Powerwashing will destroy any glitters, patterns, or quotes on the straps and leave obvious lines in any airbrushed products. Machine washing will wear your boots and fade them faster.
While we do our absolute best to have our dyed and airbrushed products stay as vibrant as possible for as long as possible, they will eventually fade. Even factory dyed boots and bells fade eventually. Proper care and washing will extend the life of the color. We cannot guarantee the longevity of the color on our products due to the differences in how people use, care for, and store their boots.