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FAQ

Frequently Asked Questions

 

  • Where is my order?

You will receive a tracking number at the email you entered once your order is collected and ready for shipment. This may take 2-4 business days for processing your order (unless Expedited shipping is purchased.) Priority shipping and Ground shipping are not expedited shipping. Please note processing times and shipping speeds are not the same. Processing times may vary due to high order volume at certain times of the year, which will be noted on the website home page.  

  • Can I make changes to my order?

We are not able to add onto your order once an order has been placed. Once your order has left our facility, we can no longer modify the shipping address on our end. We recommend that you contact the carrier directly. 

  • My order was marked delivered. Where is my order?

Assuming you have checked all possible locations, sometimes a carrier marks a package delivered in error. Please give it two business days for your order to arrive. If it has not shown up within two business days, please follow our Route guideline to follow up on your order if Route Package Protection was purchased. If you are needing further assistance, please follow these links depending on the carrier of your order: USPS or UPS

  • I received part of my order. Where are my other items?

Some of our orders ship in separate shipments, you should have been emailed that a split shipment has been made, or a note on the invoice. If the order indicates that all of your items have been delivered, it is possible that part of the order was left out due to human error, or it has been simply refunded. Feel free to contact us for further information. 

  • Why does my order not qualify for free shipping?

Oversized items such as: saddles, saddle pads, coolers, straw and felt hats are excluded from free shipping. There is fixed shipping charges on oversized items. All other items qualify for free shipping over $150. Please visit our Shipping Policy page for more information. 

  • How do I start a return? Or an exchange? 

There should have been a red card included with your order with step by step instructions on how to return. If not, please visit our Returns, Cancellations, and Exchanges page. 

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