Shipping & Returns

RETURNS:


What is eligible for return?

  • Sales items discounted 15% or less ARE eligible for return.
  • Items purchased using coupon codes even if that discount is more than 15% ARE Eligible for return (if purchased after 10/26/2017)
  • Regularly priced merchandise.

What is NOT eligible for return?

  • Used, damaged, soiled items, or any item that is not returned in new condition as determined by our returns department.
  • Bits, undergarments are NOT eligible for return of any amount.
  • Sales items discounted MORE than 15%, these are NOT eligible for return. Sale items are defined by being marked with a red “sale” banner, have a sale price marked, and/or are located in a sales category.
  • Items sent that were refused by the recipient.

Who pays shipping?

  • We pay shipping on any domestic order $75 or more.
  • You pay shipping on any domestic order $75 or less.
  • We pay to exchange your items on any item(s) total weighing 10 lbs or less.
  • You pay RETURN shipping on any item(s) that weigh OVER 10 lbs.
  • We pay to return your item(s) total weighing 10 lbs or less if you prefer store credit. (Must be used within 365 days of original qualifying purchase date).
  • You pay return shipping if you do not want an exchange and do not want store credit. We do not refund our original shipping costs even if sent free shipping on same as cash returns. (i.e., back to your original payment method).

How long do I have to return my item(s)?

  • You have six months from the date of purchase to return your items.
  • You have ten days after the approval of your return to return the item.

How are refunds processed?

  • Returns made within 30 days post purchase or are eligible for a full refund back to the original payment method.
  • Returns made within 31 days to six months post purchase will be credited to a store account, or eligible for exchange.Please note we are unable to accept returns without prior approval so please wait for our response before returning your items. Items without prior approval or without an return authorization number will be returned to sender. No exceptions. Please note Item(s) must be received within 10 days of return/exchange approval to be eligible for refund.

How to request a return?

 

Please complete the below form, make sure to click “Submit” and wait for us to respond which is normally same day but please allow up to two business days during busy seasons.

 

Additional Return Details:

  • All Items must be returned in the same condition sent for exchange within six months of receipt of your purchase.
  • All original tags, packaging, outer boxes, and plastic coverings, must be still ATTACHED.
  • Any and all items that have been laundered or altered in any way cannot be accepted for exchange or credit. Please do not put items on the floor or return them covered in hair please. Soiled items are considered used and not accepted for return or exchange. Items sent in this condition will be the responsibility of the customer to ship back.
  • We accept only our original merchandise, even if the exact same item. Our items are black light stamped and the stamp must be present or the return will not be accepted.
  • If you receive an order that is defective or the wrong item ordered we will send you a pre-paid return label. If the item arrives and we determine the order was correctly fulfilled or is not defective the pre-paid label cost will be deducted from the customers refund.
  • The original discount or promotional code only applies to items where the same style originally purchased is being exchanged for a different color or size. If you choose to exchange the item for a different style, the discount from the original style purchased cannot be transferred to the new style. Customer pays all shipping costs for the exchange.
  • If you believe an item may be defective, please notify us no later than the fifth business day after receipt of the item. Photos may be required before approving the return. Worn items, those missing tags, or used items are not eligible for consideration for defective consideration unless evident of malfunction. Defects are replaceable only and not eligible for refund unless the defect is run wide, or considered a safety hazard. The manufacturer will make final determination on any defects.
  • Returns/Exchanges are limited to three items up to $500 returned annually except on saddles. If you are having trouble with selecting fit, please give us a call for assistance. If you are a high volume purchaser, this policy will be waived if you request it prior to purchase by emailing us at: info@theconnectedrider.com.

ANY PROMOTIONAL ITEMS SUCH AS SOCKS OR OTHER FREE GIFTS OR BUY THIS ITEM AND GET ONE FREE ITEMS MUST BE RETURNED ALONG WITH ORIGINAL PURCHASE OR THE VALUE PRICE OF THAT ITEM WILL BE DEDUCTED FROM YOUR REFUND. COUPON DISCOUNTS APPLY TO THE ORIGINAL ITEM ONLY AND DO NOT APPLY TO EXCHANGES.

You should expect to receive your refund within 21 days of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). International shipping fees are NOT refundable.

You will receive an email with the return address, and authorization if approved. Item(s) must be received within 10 days of approval to be eligible for refund.

If you checked out as a guest email the above information on your return to: returns@theconnectedrider.com

You must have return approval before sending back your return. Please note we have recently moved, shipping to an incorrect address and without our return approval means the package might get returned to you, so please make sure to contact us before shipping any return item to us.

Return Policy on Saddles:

Please note you must contact us at (866) 903-TACK if you are returning a saddle from trial BEFORE you ship it back to us. There are special instructions for returning saddles.  Saddles not returned after 14 days whether they were used for a trial or not are non-refundable. Trial saddles must be returned after the five day period and must be returned insured for the full value of the saddle. If you run in to a rain delay, horse show, saddle fitter cancelled, whatever the reason and you need to extend please send us an email letting us know and we can usually honor a reasonable extension. The saddle may be returned to a drop shipper or it may come back here. Our shipping cost to send a saddle to you even if sent free shipping is not refundable. You are responsible for shipping fees for return shipments. Please make sure to contact us BEFORE returning the saddle so we can give you instructions where to return it.

All saddles are subject to an inspection upon receipt by us. Saddles returned should not show ANY indication of wear or damage. If we find it does we will deduct this cost from your refund.

SHIPPING:

Free shipping applies to all domestic orders that after discounts and credit, not including tax is the amount of $75.00 US dollars or great. This applies to all deliveries in the Continental US. Out of stock, back order, or items going to multiple addresses may not be combined to meet the $75.00 minimum. $75.00 minimum must be met by sending the totality of the order to one address at one time. We reserve the right to split shipments if necessary in order to facilitate the best shipping rates.

ANY CUSTOMER WHO REFUSES A SHIPMENT WILL NOT BE REIMBURSED FOR THAT SHIPMENT.

Two day shipping times does not include our time to pack and ship your item. Items ordered with two day shipping placed after 12:00 PM CST will begin processing the follow business day.

Expedited shipping is sent either USPS Priority, UPS Ground or FedEx Ground, this is not a guaranteed service and are estimates only.

Free Economy shipping is sent via the lowest cost solution, typically USPS First Class, FedEx SmartPost, or UPS SurePost

At any time that we find the cost to upgrade to a quicker service is equivalent in cost of the economy service your order will be sent at the upgraded service at no additional cost.

Local area customers, there is sometimes no discernible difference between shipment speeds on First Class or Priority, we elect to send First Class insured for qualifying packages.

International Shipping

We ship all over the world. Shipping costs for international shipments are estimates and subject to final carrier costs. You will be contacted if additional shipping fees are required for your shipment.

Orders originating from an International IP address and do not originate in the US may not be cancelled after shipment. Prior to shipment orders may be cancelled and are subject to a 5% cancellation fee per item. This fee covers our processing fees, and any exchange rate adjustments that may need to be made. No exceptions, so please be sure you are ready to purchase when checking out for an international order.

If you have any trouble checking out please notify us at: info@theconnectedrider.com

Please allow additional time to prepare your shipment for customs. Please verify all customs duties prior to shipment. Please note if you refuse a delivery from us when a delivery attempt is made you will not be refunded for that shipment. International Shipments are not eligible for free exchanges.

Canadian customers. We are often able to secure cheaper rates than listed due to variable shipping day discounts or shipping lightweight items as flat rate. If your item ships for less than we charged in our estimate we will refund you the difference.  This does not apply to every shipment but we try hard to bring you affordable shipping rates and will refund any overage amount to you.

Pricing Errors:

We try very had to make sure the pricing of an item is accurate. However, we are run by humans and sometimes we leave off a zero or flub a 1. So please note pricing errors greater than 10% of the correct item price will not be processed. So in other words if we messed up a little, we will honor the price. If we messed up in a “it was too good to be true” way, we will refund the item or give you an option to purchase at the correct price. We appreciate your understanding.

International Customs:

We make every effort to comply with country customs rules and properly declare items. We will not however reimburse customers for items ordered, and seized by customs, that were not insured by customers, or that show delivered but customers claims are lost. Carrier delivery confirmations showing delivered statuses will not be refunded.  International insurance, signature required, or other special handling, may be purchased by calling: (866) 903-8225. Customers are responsible for checking that the items they ordered are legally allowed to be imported in to their country prior to being ordered. Please note some fly sprays and supplements are examples of items that are often restricted.

Chargebacks, Fraud, or other related theft by customers will not be tolerated.

This behavior not only is financially expensive for the company, but also increases the overall price other customers end up paying for items. Therefore, it is our policy to vigorously defend customer incidents of fraud, chargebacks, or other dishonest conduct. Customers who have a verified delivery of the items ordered who initiate a chargeback will have their account closed, and we will file the debt with all three major credit reporting agencies. We reserve the right to file civil actions against customers for chargebacks, including credit card chargeback fees, courts costs, and other associated fees. Customer shall be served and agree to have all disputes handled in the county of Bexar, in the city of San Antonio, in the State of Texas. If you do not agree with the above return policy or terms, please exit this site. If you believe you were incorrectly charged for an item, please contact us through our contact us page so we can promptly resolve any issues.