Welcome to Horse Haven Shop’s FAQ page! As fellow equestrians, we understand the importance of clear communication when it comes to your equine needs. Below you’ll find answers to our most commonly asked questions about products, shipping, payments, and more. Can’t find what you’re looking for? Our Colorado-based team is always ready to assist at [email protected].
About Horse Haven Shop
What type of products does Horse Haven Shop specialize in?
We specialize in performance-driven equestrian equipment for serious riders worldwide. Our curated selection includes competition-grade tack (bridles, bits, breastplates), healthcare products (digestive supplements, hoof care), training essentials (leg wraps, protection gear), and stable accessories. Each product is selected with the competitive rider’s needs in mind.
Where is Horse Haven Shop based?
Our headquarters are located in the heart of Colorado’s horse country at 5743 Teller Street, Arvada, CO 80002. This strategic location allows us to test products in real riding conditions and maintain close relationships with top equestrian brands.
Product Questions
How do I choose the right bit for my horse?
Our “Horse Bits” category includes detailed sizing guides and discipline-specific recommendations. For personalized advice, email our tack specialists with your horse’s breed, discipline, and training level. We typically respond within 24 hours with professional suggestions.
Are your leather goods competition-ready?
Absolutely! Every leather item (bridles, head collars, etc.) undergoes our Grand Prix Team Verification process. We condition and hand-inspect all leather before shipping to ensure it arrives supple and show-ring perfect. Many of our customers use new purchases immediately at international competitions.
Do you carry products for sensitive horses?
Yes! Browse our Horse Calmers and Digestive Health sections for specially formulated solutions. Our Cortaflex line is particularly popular for joint care in high-performance horses. All healthcare products ship with temperature-appropriate packaging.
Ordering & Payments
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure global transactions. All payments are processed through encrypted systems for your protection.
Is my payment information secure?
Your security is our priority. We use PCI-compliant payment processing and never store full credit card details on our servers. PayPal transactions benefit from their additional buyer protection programs.
Can I modify my order after placing it?
We process orders quickly (within 1-2 business days), but if you contact us immediately at [email protected] with your order number, we’ll attempt to make changes. Once shipped, modifications cannot be made.
Shipping & Delivery
What are my shipping options?
Express Performance Shipping: $12.95 flat rate via DHL/FedEx (10-15 business days after dispatch) – Ideal for urgent competition needs
Free Standard Shipping: Free on orders over $50 via EMS (15-25 business days) – Great for planned purchases
Note: Processing time is 1-2 business days for all orders.
Free Standard Shipping: Free on orders over $50 via EMS (15-25 business days) – Great for planned purchases
Note: Processing time is 1-2 business days for all orders.
Do you ship worldwide?
We ship to most countries worldwide, excluding certain Asian and remote regions due to customs restrictions. During checkout, our system will confirm if we can deliver to your location. International customers appreciate our customs expertise – we properly declare all equestrian equipment to avoid delays.
How are temperature-sensitive products shipped?
Healthcare items like supplements and medications are packed with climate-appropriate protection (insulation or cooling packs as needed). We monitor seasonal weather patterns and adjust packaging accordingly – another benefit of being run by actual equestrians!
Can I track my order?
Yes! You’ll receive a tracking number via email when your order dispatches. Our carriers provide regular updates until delivery. Signature is required for all high-value shipments for your protection.
Returns & Exchanges
What is your return policy?
We offer hassle-free returns within 15 days of delivery. Items must be unused and in original packaging with tags attached. Leather goods must not show signs of conditioning or fitting attempts. Exception: For hygiene reasons, certain healthcare products cannot be returned.
How do I initiate a return?
Email [email protected] with your order number and reason for return. We’ll provide a prepaid return label for US customers; international returns may incur a shipping fee. All returns are fully insured during transit.
What if my item arrives damaged?
Despite our specialized packaging, if damage occurs, contact us within 48 hours of delivery with photos. We’ll immediately ship a replacement (for stocked items) or process a full refund. All shipments are insured for this purpose.
Competition Riders
I have an urgent competition need – can you help?
We understand competition emergencies! Call our Colorado office at +1 (303) 555-HELP during business hours or email with “URGENT COMPETITION” in the subject line. We maintain a small inventory of critical competition items (bits, spur straps, etc.) for last-minute shipments, though expedited freight charges may apply.
Do you offer team/club discounts?
Yes! Groups ordering $500+ qualify for 10% off. Email us at least 72 hours before ordering with your club/team details to receive a discount code. This stacks with our free shipping on $50+ orders.
Still have questions? Our equestrian-experienced customer care team is ready to assist via email at [email protected]. We typically respond within 12 hours (except Sundays when we’re at the barn!).
Happy Riding,
The Horse Haven Shop Team