Store Policies

Customer Service Hours

Monday – Friday from 9am-6pm EST

Please allow at least 24 business hours for your inquiry to be answered.

We can be contacted via:

Shipping

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 select Priority when choosing your shipping option (this comes with up to $50 insurance) or UPS (comes with up to $100 declared value).  If you need a rush order please contact us before purchasing to see if we can accommodate your timeline.  We ship daily unless we are on the road.  We do not refund or replace items that have been marked as delivered by the shipping carrier.  If your package is lost during transit we will provide you the tracking # so you can open a claim.

Order Cancellation

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.

Exchanges

Please email kandnequinesolutions@gmail.com to inquire about exchanging an order.  All exchanges must be sent within 30 days of being marked as delivered.  Merchandise can only be exchanged if it is unused.  Even placing the item briefly on your horse invalidates an item from being returned or exchanged.  All items must be returned new in original packaging, and customers are responsible for all return shipping fees.  If exchanging an item, the customer is also responsible for shipping of the new items.  Once your items are received, you will be emailed an invoice confirming the receipt of your items and charged shipping.  Your new items will NOT be mailed until the original items are received and all shipping costs are paid.

Returns

Please email kandnequinesolutions@gmail.com to inquire about returning a order.  All returns must be sent within 30 days of being marked as delivered.  Any items past the 30 days are ineligible for return.  All refunds are provided in the form of store credit.  Merchandise 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 a minimum 30% restocking and cleaning fee that can be increased up to 100% depending on condition.  Used condition constitutes as any marks or dirt on shirts, hats, boots, and tack.  This includes boots, bells, and tack being placed on a horse for any reason, including trying on to see fit.  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.  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 common use or washing.  Absolutely no refunds on custom items.

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.