Return Policy
Since our company started in 1999, Equus Now! has always had a 100% Satisfaction Guarantee. If any product you purchase from us fails to perform in the way it should, we want to know about it.
If you are not satisfied with your purchase, we are happy to assist you with a return or exchange. Items returned in new, unused condition within 30 business days are eligible for a full refund (less the cost of shipping). Items returned in new, unused condition after 30 days are eligible for a store credit. Customer is responsible for return shipping. We will pay for return shipping if the return is a result of our error (you received an incorrect item or defective).
Items must be returned in brand new condition. All items must have their Original Tags & Packaging. There should be no sign of use, horse hair, or odor. Boots must be returned in their original boxes & shipped back within a secondary box/padded envelope to prevent damage to the original packaging.
PLEASE SEND ALL RETURNS TO:
8956 Cotter Street
Lewis Center OH 43035
Saddle Return Policy
We understand the importance of a properly fitting saddle. You have 3 days to try out any saddle purchased from Equus Now! starting from the date you received the saddle. Be sure to take extra care to WRAP your stirrup leathers to prevent marks on the saddle flaps. Saddles returned with excessive wear will be evaluated & may be charged a fee. Be sure to return the saddle in the original condition you received it.
Saddles on trial cannot be altered, reflocked, or adjusted in any way. This will void the trial policy and the saddle will not be returnable.
If you decide to return the saddle within 3 days after receiving it, simply fill out the paperwork included in the package and ship it back to us. We recommend shipping saddles through UPS & insuring the saddle for the full purchase price. You can also purchase a PRE PAID saddle return label for $55.00.
Special Order Policy
Special Orders, Custom Items, and Monogrammed Items are NOT returnable. A Special Order item is an item that we normally do not stock. It will clearly say on our web site if any item is a SPECIAL ORDER. This item is brought in exclusively for you and shipped direct from the manufacturer. In many cases - special order items are made to order.
*Special Orders cannot be canceled once the order is placed*
FAQ
1. How long does it take for returns to be processed?
The speed of processing your return depends on the type of item and the return shipping method. Our Returns Team will process the credit within 10 day(s) of us receiving, reviewing and processing your return package, depending on the time of year.
Please save your tracking number and receipt of shipping paperwork to help you track the shipping status of your item(s). You'll receive a confirmation email once we complete your return.
2. How do I exchange an item for something else?
Simply use the form included in your package to specify if you would like an exchange or a return. If you are exchanging an item, please write a note on the form explaining what you would like to exchange the item for. Then just ship it back to us and we will process the exchange within 10 days of receiving the item.
3. How do I know when my In-Store Pickup is ready?
Please wait for your "Awaiting Pickup" e-mail before heading to the store. You will receive an e-mail that your order status has changed to "Awaiting Pickup" as soon as it is ready for you. If you have questions about when your order will be ready or if you need it by a certain date, please do not hesitate to reach out!
4. I am missing item(s) from my order, what now?
It is not uncommon that orders with multiple items will ship in more than one package. Give us a call at 740-549-4959 or send an email to sales@equusnow.com and we will help you out!
5. I received a damaged item or items, what now?
If you receive a damaged or defective item, please contact us. We want you to be 100% satisfied with your order and will happily make it right!
Contact Us
740-549-4959
sales@equusnow.com