Shipping Policy

Shipping Information

We ship to riders across the globe (excluding Asia and certain remote regions) and offer two reliable shipping options to meet your needs.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Timeframes

Returns & Exchanges Promise

We offer a straightforward and fair returns and exchanges process for items purchased on www.buyhorsegear.com. Our policy is designed with the same transparency, care, and respect for detail that defines our equestrian community.

Step-by-Step Return & Exchange Process

1. Initiate Your Request: Within 15 days of delivery, contact our Chicago-based support team at [email protected] with your order number and item details. Use the template below to ensure we have all necessary information.
2. Receive Instructions & RMA: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns without an RMA cannot be processed.
3. Pack and Ship: Securely pack the item(s) in their original packaging with all accessories, tags, and documentation. Include a copy of your packing slip or a note with your RMA and order number. Ship to the address we provide using a trackable and insured service.
4. Inspection & Processing: Once received, our team will inspect the returned item(s). Upon approval, we will notify you and begin the refund or exchange process.

Return/Exchange Request Email Template

Refund Timeline & Method

After we receive and approve your return:

• Timeline: Refunds are processed within 5-10 business days.
• Method: The refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). The time it takes for the refund to appear in your account depends on your financial institution’s policies.
• Deductions: Original shipping fees (both Standard and Free Shipping) are non-refundable. If your return is due to an error on our part, we will cover all associated shipping costs.

Exchanges

Exchanges are subject to product availability. If you wish to exchange an item for a different size, color, or product, please indicate this in your initial request. We will process the exchange once the original item is received and inspected.

• If the desired exchange item is of higher value, you will be charged the difference.
• If it is of lower value, we will refund the difference.

Non-Returnable Items

To ensure the health, safety, and integrity of our products for all our global riders, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:

• Personal Hygiene & Safety Items: Products where hygiene is paramount for user safety.
  • Bits (due to intimate contact and hygiene considerations).
• Custom or Special Order Items: Any product ordered specifically for a customer that is not part of our standard curated inventory.
• Used or Damaged Items: Any item not in its original, unused condition, with tags removed, or with packaging damaged.
• Clearance or Final Sale Items: These will be clearly marked as “Final Sale” on the product page at the time of purchase.

If a non-returnable item arrives defective, please contact us immediately at [email protected] with photos of the issue, and we will resolve it promptly.