At Horse Haven Shop, we understand that equestrian equipment needs to fit perfectly – just like your partnership with your horse. Our shipping and returns policies are designed with the same precision and care we put into selecting our premium horse tack and care products.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipment
    • Cost: $12.95 USD
  • Free Shipping:
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipment
    • Available for orders over $50 USD

Note: Delivery times are estimates and may vary depending on destination and customs processing.

International Shipping

We ship globally (excluding some Asian regions and remote areas). International customers are responsible for any customs duties, taxes, or fees imposed by their country.

Returns & Exchanges

We stand behind our products with the same confidence we have in our Grand Prix Team Verification process. If any item doesn’t meet your expectations, we’ll make it right with the efficiency of a well-timed dressage movement.

Eligibility Requirements

  • Items must be unused and in original packaging with all tags attached
  • Returns must be initiated within 15 days of delivery
  • Proof of purchase (order number or receipt) is required

Non-Returnable Items

For health and safety reasons, the following cannot be returned:

  • Horse Healthcare products (opened or used items)
  • Horse Fly Sprays & Fly Masks (hygiene considerations)
  • Horse Digestive Health supplements
  • Horse Calmers (all opened healthcare items)

Step-by-Step Return Process

  1. Initiate Your Return: Email our tack specialists at [email protected] with your request within 15 days of delivery
  2. Await Authorization: Our team will respond within 2 business days with return instructions
  3. Package Securely: Ship items back in original packaging using a trackable method
  4. Ship To: Horse Haven Shop Returns, 5743 Teller Street, Arvada, CO 80002, USA

Refund Timeline & Methods

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Original payment form (credit card/PayPal)
  • Appearance on Statement: 5-10 business days depending on your financial institution

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For size exchanges or different products:

  1. Follow the standard return process above
  2. Include a note specifying your desired exchange item
  3. We’ll ship the new item once the return is processed (additional charges may apply for price differences)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Horse Haven Shop Team,

I would like to request a return/exchange for the following item(s) from order #[Your Order Number]:

Product Name: [Product Name]

SKU/Item Number: [If available]

Reason for Return: [Size, Defect, Wrong Item, etc.]

I confirm the item(s) are unused and in original packaging with all tags attached.

Please provide return authorization and instructions at your earliest convenience.

Best regards,

[Your Full Name] [Your Contact Information] [Order Date if known]

International Returns

For our global customers outside the U.S.:

  • You are responsible for return shipping costs
  • Mark the package as “Returned Goods” to avoid customs fees
  • Refunds will be processed in USD and may be subject to exchange rate fluctuations

Damaged or Incorrect Items

If you receive a damaged or wrong item (which we check for as thoroughly as our leather quality control):

  • Contact us immediately at [email protected]
  • Include photos of the issue
  • We’ll arrange prepaid return shipping if needed

For any questions about our shipping or returns policy, our Colorado-based tack specialists are ready to assist at +1 (303) 555-HELP or via email at [email protected].

Last Updated: [Insert Date]