SHIPPING & RETURNS

 

FAQ’s

See below for additional details and commonly asked questions.

What if I need to modify my order?

It happens, you make an oopsie at checkout or you found a better price elsewhere after checking out. For pricing issues, simply ask us for a price match prior to your order shipping and we would be happy to accommodate you. If you made a mistake please contact us prior to your order shipping and we can make the update for you. Please note we are unable modify orders which have been packed or shipped.

What if I need to change my shipping address?

If you paid by credit card or other method besides PayPal or Amazon this can be updated provided the order has not already shipped. If you paid via PayPal or Amazon Pay the order will need to be cancelled and replaced. If the order has already shipped we cannot change the shipping address.

Where and how do you ship?

Shipping Timelines

Regular Shipping: Priority USPS, UPS Ground or Fed Ex Ground. Priority is not a guaranteed service but is typically three business days. UPS & FedEx is typically five business days. First Class is sometimes used for smaller packages that would arrive at the same time as Priority. 

Two Day Shipping: Typically UPS or FedEx 2 day, which is two business days and does not include weekends or holidays. Orders received after 12:00 P.M. CST will be processed on the next business day*. Priority/Priority Express two day is sometimes used if the location is typically delivered within two business days anyway and if an order needs Saturday delivery. Two-day shipping is not available on mix brand product orders due to multiple warehouse distribution. First time customers may not be eligible for this shipment if a mandatory security hold is required.

Two Day Domestic Shipping is available for most items in our store except for the following brands: HKM, Lauria Garrelli, Cavallino Marino, and Cavalli Puri. 

Timelines for special orders: Shipping on made to order, custom orders (including custom/semi-custom boots), and other special order, non-in-stock merchandise: If an item in your order meets the above definition as indicated in the product description, all items in that order will ship with the custom made item unless either a) the remaining items in the order are valued at $125 or more and we will send a second shipment b) the customer contacts us prior the order and pays separate shipping to ship remaining items. Otherwise the order will ship together. Cancellation requests are not honored on any special order products.

*Please note above estimates do not include handling time. Orders may take up to two business days to dispatch. If there is a question on your order we will wait for your response before dispatch so please check your emails including spam accounts after you place your order.

Sorry, we do not provide two day shipment on orders over $500.00 that have failed credit card security fraud checks. 

International Orders: It is our responsibility to ship the items with a designated carrier. Once the item leaves the United States, it becomes your care, custody , and control. International shipping is not without risk and we will not be liable for items damaged during transit, at customs, missing items, stolen packages, or items that arrive missing parts. Please note we have no control over customers customs delays, please allow time for your item to clear customs processing.

We do not ship the following items internationally: Lunge whips, fly spray, aerosol grooming products. International orders above $500.00 are subject to photo identification prior to shipment.

What payments do you accept?

We accept PayPal, Amazon Pay, All Major Credit Cards including Visa, MasterCard, American Express, Discover & more. We also accept Apple Pay and Google Chrome Pay. If you need to pay on terms, select PayPal Credit at checkout. Please note due to updates in PayPal’s user agreement we can only provide store credit on returns paid with PayPal.

When will I get my refund?

Refunds on eligible returns are usually processed within 2-4 business days. Returns originally paid with PayPal are refunded to store credit only.

Can I get same day delivery?

Some payment processors may hold a portion or all of your funds for a 24-48 hour period, therefore if this occurs same day pick up is not available. If you are local to the San Antonio area, please contact us for assistance.

What is your return policy?

We are going to keep this simple. You have 30 calendar days from the date of your order to ship back your return.

Exchanges for REGULARLY priced merchandise are eligible for a free ONE TIME exchange on us. Future exchanges are at your expense.

We do not accept sales, discount, or other clearance merchandise items back for return or exchange. Items must have their original tags attached, be unwashed and be in the same new condition as received in all of it’s original packaging. Same condition means: new, no odor, dirt, hair, damage or otherwise in any condition other than new and ready to resale to another customer.

If you could do us a favor and make sure to nicely fold up any apparel items as they came, our returns department would really appreciate it!

We limit the amount of returns you can make annually to $350 across our marketplaces (Amazon, Ebay, physical location, and our direct website site).

If requested a customer must cooperate with requests for photos or more information or a return request may be cancelled.

We reserve the right to refuse a return for any reason not consistent with the spirit of this policy.

For a summary of specific items that we do not accept back please see below “What can’t I return”.

What can't I return?
  • Sales items…like ever. Sorry we are really hard nosed about this. If you bought it and it was on sale, it’s yours, it’s not returnable or exchangeable to us.
  • Custom items, Bits, helmets, supplements, grooming items, & Undergarments are not eligible for return due to safety reasons.
  • We do not accept damaged, worn items, or items missing their original tags or packaging. Items must be odor free. Items with smoke smell will not be accepted.
  • Saddles without prior written consent by a Connected Rider authorized saddle fitter.
  • If requested a customer must cooperate with requests for photos or more information or a return request may be cancelled.
  • We reserve the right to refuse a return for any reason not consistent with the spirit of this policy.
Custom & Semi-Custom Orders

Semi-Custom and Custom orders may not be cancelled. Failure to provide us appropriate measurements or inaccurate measurements does not allow for a refund unless an item was made in our error. We provide assistance and a consult but the accuracy of all measurements is the responsibility of the customer. 

Warranties & Manufacturer Defects

We sure hope this is not an issue for you but rest assured our brands stand behind their products. For products purchased within six months of purchase please follow the below:

  • Notify us of any obvious warranty or defect claims within seven days of receipt and return these items within 10 days of approval. Returns not submitted within the warranty period are not eligible for return. Sorry, No exceptions.
  • Manufacturer defect requests will be at the manufacturers discretion as to the validity of any claim. Non-safety issue defects: the item will be replaced or, repaired depending on the extent of the defect. We do not refund for defect claims unless the defect is apparent for all or majority of stock products. Defect claims for safety issues should discontinue use immediately. If an item is returned paid for us that is found not to be defective appropriate return shipping fees will be charged.
  • If requested a customer must cooperate with requests for photos or more information or a return request may be cancelled.
How to Start a Return?

Easy peasy.

You must have return approval be sending back your item or the warehouse will automatically return it.

Before you start:

  • Payments made with PayPal or utilizing PayPal credit card processing are refundable only as store credit. All other payments are refunded to original payment method.
  • Verify item is not a sales or clearance item (as indicated by the discount percentage icon)
  • Item(s) must be in new condition & include all original tags & outer packaging.
  • Custom items, Bits, helmets, supplements, grooming items, & Undergarments are not eligible for return due to safety reasons
  • All “Free gifts” with purchase need to be returned or the value deducted from any refund.
  • Return only original item sent by this store; items are black light stamped for authenticity.
  • Our Original shipping costs are not refundable.
  • All exchanges must be submitted at once, and in one request. 
  • If an exchange is not available a customer may select any other item in the same product category of equitable value not to exceed dimensional size of 13′ x 13′ x 13″. Direct refunds do not qualify for free shipping exchanges. Shipping cost is not reimbursable.
  • If requested a customer must cooperate with requests for photos or more information or a return request may be cancelled.
  • To start a return click the button below or click here: Start a Return

We do not debate this policy with customers post sale. Customers who wish to engage in discourteous, hostile, or threatening behavior will have their returns immediately closed without warning and without refund. 

Return Request

To Start Your Return Click the Button Below

Please complete the form on the following page to initiate a return request.

Start a RETURN NOW

Question Not Answered?

Want to get in touch? We’d love to hear from you. Here’s how you can reach us…

Contact support