Please note that as a general rule, we do not accept returns unless an error has been made on our end. We apologize if our policies are strict, but items that have been tried on farm animals carry health risks not only for humans but other animals. Unfortunately, in the past, we have encountered customers who have thoroughly used an item, then sent it back soiled with dirt and horse sweat in an attempt to obtain a refund after their event was over.
Our policy is therefore in place for the health and safety of our family (including our pets) and that of our other customers and their animals, and to prevent the passing of parasites, bacteria, contagions and/or diseases from animals to humans and animals to animals.
Custom orders are personally handmade according to your specifications, therefore all custom orders are final. Returns or exchanges will only be accepted if a mistake has been made on our end and the item(s) must not have been worn by an animal.
Therefore, please —
- Measure your pet or horse carefully and double check all measurements before placing an order.
- Make sure you order with the appropriate custom service option and shipping method needed in order to receive your items before an event date
- Read full descriptions and instructions on product pages and measure your animals.
- Contact us with questions if you need clarification on measuring before placing your order.
Each item is carefully inspected and photographed before being shipped out. We simply do not ship flawed items and make every effort to check that all order details are correct. Over 10 years, we have only had 2 reports of mistakes.
However, if there is an error with your order — e.g. wrong item, color or size — please contact us and we will rectify the situation. Please note that mistakes are not intentional attempts to defraud you and we do not deliberately offer products or options that we do not intend to deliver. Please keep this in mind when contacting us to resolve order issues.
We pack all shipments carefully and have never had any reports of loss or damage in 10 years. However, if an item is damaged in shipping, you must report it within 2 days of delivery. Unfortunately we cannot offer any exceptions as our items are often ordered and used for one particular occasion.
Restocking Fees & Shipping Charges
Unless there has been a mistake on our end, any items sent back shall be subject to a restocking fee of 15% on pre-made items or the greater of 25% or the expedited service fee on custom items (as stated in our Expedited Services Policy, expedited fees are not refundable.) This is to prevent irresponsible and indiscriminate ordering and wasting of our time as we spend hours to days making each item.
Shipping charges are also non-refundable, and return/exchange shipping charges must be pre-paid. If an item is sent back showing signs of wear, dirt, or damage, you will not be eligible for a refund.
Returns on Pre-Made items will only be accepted if all of the following criteria are met and only after obtaining a return authorization:
- Item is returned to us in original new condition
- Item has not be tried on an animal
- Item is not damaged
- Item has no dirt, stains, dust or wear
- Item is aesthetic* and resalable.
We reserve the right to withhold or decrease a refund if a returned item does not meet the above criteria.