Shipping + Returns
ORDER PROCESSING TIME
Orders are shipped within 1-3 business days. Generally once shipped, your package will arrive within 2-7 business days. A shipment notification will be sent via email with a link for tracking.
Domestic shipping upgrades are available to USPS Priority (2-3 Days) and USPS Express (1-2 Days). If a shipping upgrade is selected, we will do our best to ship your item within 1 business day but this is not always possible and it may still take up to 3 business days for processing, depending on when the order is placed and our current order volume. If you need your item by a certain day please include a note in the text box at checkout and we will do our best to accommodate. Please note that USPS Priority Mail timeframes and estimated delivery days are not guaranteed by the Postal Service. USPS Express delivery timeframes are guaranteed.
We have shipped to 21 countries and counting! At this time, we are only set up for international shipping through our Etsy shop. If you are outside of the U.S., please visit us at www.etsy.com/shop/equestriancreations to place your order.
RESOLVING MAILING PROBLEMS (APPLIES WITHIN THE U.S. ONLY)
Although it is very rare, sometimes things happen after we mail your item to you. If more than 10 business days have passed since your item was shipped and the tracking information still does not show "Delivered", please contact us.
If the tracking system shows that the item never made it to the destination post office, we will offer you a full refund and if you ever do receive the item you can keep it.
If the tracking system shows that the item made it to the destination post office but not to your address, we suggest that you give your post office a call. Oftentimes the package is there waiting for you.
We do not offer refunds for a package that shows "Delivered" in the tracking system.
RETURNS & EXCHANGES
Refunds and exchanges are accepted on all unused goods with the exception of custom orders if we are notified within 14 days of receipt and items must be mailed back within 30 days of receipt or else a restocking fee may apply. Contact us for a Return Authorization before mailing the item back. Be sure to include your original invoice inside the package. If someone else purchased the item for you, please include their first and last name inside the package and, if requesting an exchange, your mailing address for the new item.
You are responsible for the cost of return shipping back to Equestrian Creations. It is recommended that you use a shipping service that offers a tracking number and insurance. Once received, we will check out the returned item to be sure it is in resalable condition and upon approval, a refund of the purchase price (less original shipping cost) will be applied. We can only refund the purchase price to the original payment method used.
Due to their one-of-a-kind, made-just-for-you nature, returns are not accepted on custom orders. Please use the available size guides and ask any sizing questions you may have before purchasing the item. We are happy to provide a size recommendation based upon any body measurements that are given. If, within 14 days of receipt, you discover a product defect on a custom order, then an exchange will be allowed for another item or equal or greater value.