FAQ About Our CompanyFrequently Asked Questions
Here are a list of frequently asked questions collected by our customer service representatives. If your question is not on this list, please do not hesitate to email us at firstname.lastname@example.org or call toll-free 888-65-HORSE or (303) 938-5075.
Can I order by phone?
Certainly. Call us toll-free at 888-65-HORSE and a Customer Service Representative will be happy to assist you. If you are outside the US, call (303) 938-5075.
Can I order by fax?
Absolutely. You may fax your order with shipping and payment information to (303) 417-0040.
What are your hours?
Our customer service staff is available Monday-Friday between 9AM-5PM Mountain Time. Your business is very important to us. If you reach voicemail during business hours, it simply means we're having a busy day. We'd rather let you leave a message than have you put on hold. We'll be sure to call you back within the same business day, most of the time, within the hour.
Do you have a print catalog?
We are excited to offer our first catalog this fall, just in time for the holiday season. If you'd like a copy, you may request a catalog online.
What credit cards do you accept?
Visa, Mastercard, Amex, Discover
Is my credit card safe?
Yes, we take security and privacy very seriously at netEquestrian. To start, all credit card information is encrypted prior to submitting it over the Internet. Click to view our Verisign SSL Certificate. In addition, we have a Cisco Firewall setup to protect our server and provide further security. As a last security measure, we encrypt all credit card data stored in our database to ensure that absolutely no one will have access to your information.
Will my personal information stay private?
Your trust is very important to us. netEquestrian will not at any time share, rent or sell any of your information to any third parties. Your information is safe with us. The same goes for our email list. We never reveal email addresses to third parties.
Do you have gift certificates?
Yes, we do. Call to order one today at 888-65-HORSE.
What does shipping cost?
Shipping costs depend on how large your order is and how soon you need it. View the shipping rates.
Do you ship overnight?
If you need your order guaranteed overnight, we are happy to do that. Please call us for a quote, as the price can vary depending on the size, weight, and destination of your order. We also offer a Rush delivery that is a little less expensive that arrives in 1 or 2 days - however, it is only guaranteed for 2 days since some items simply cannot be shipped overnight to many locations for these rates. All Rush orders must be placed before 2 PM EST. Call for overnight requests - we try to accommodate rush requests as much possible and sometimes can ship orders even as late as 3PM MT.
Will you ship to a PO Box?
We typically ship via UPS who will not deliver to a PO Box. However, we are happy to try to accomodate your request. Unfortunately, we cannot guarantee our normal shipping rates since USPS is more expensive in many cases. Call us at 888-65-HORSE for a shipping rate quote.
Do you ship outside the US?
Yes, we're happy to ship to other countries. Unfortunately, our website is not able to calculate exact international shipping at this time. After placing your order, if shipping costs are higher than calculated online, a customer service representative will contact you via email. We ship all international orders via UPS Worldwide or via USPS Global Express, Airmail Parcel Post or Economy Surface Post.
What is your return policy?
Experiencing Trouble on the Site?
We want to be sure you are 100% satisfied with your purchase. All items are returnable for 60 days for a full refund and 6 months for credit as long as the item is still in new condition. The only exception is custom products. Custom products are not returnable. Please be sure to review your order confirmation carefully to ensure it is correct immediately after placing your order.
How do I return an item?
Please send the items back to the following address. Be sure to include your name, phone number, reason for return and a copy of your invoice so we can appropriately process your return.
3175 18th St.
Boulder, CO 80304
How do I exchange an item for a different size?
If you are exchanging an item for the same item of a different size, return the item with a copy of your invoice and indicate what size you need. We will send the new size and will charge the same credit card used for your original order for shipping unless otherwise instructed. Be sure to include your phone number in case we need to contact you.
How do I exchange an item for a different product?
If you are exchanging an item for another item, we're happy to help you. You will be charged normal shipping rates for the new products you are purchasing.
Can I return a custom product?
Unfortunately, we are unable to accept returns on custom products if what was chosen and ordered was delivered. This includes any custom blankets, trunks, bridle racks, saddle racks, bags, etc -- any products for which you have special ordered or specifically selected custom features, colors, trims, embroidery or otherwise that is other than the standard product offered in stock in our store.
Will I be reimbursed for my shipping on my return?
For all returns, you will not be refunded for shipping charges paid on your original order since the order was shipped to you. If your order was over $100 and you received free shipping, and your return takes your order under $100, the appropriate amount of shipping for your original order total will be subtracted from the refunded amount.
How long will it take to process my return?
We do our best to process all returns within 2 weeks of receiving your package. However, during busy times of year, returns may take up to 30 days to process.
I am unable to add an item to my cart.
Be sure you do not have your cookies turned off. That is how we know who you are and which products are yours. It also allows you to keep items in your cart for a few days if you are thinking about an item without having to re-add them to your cart again.
Having trouble checking out on the site.
If this is happening, please call your order in to our toll free number (88-65-HORSE) and a customer service representative will be happy to help you. We have heard reports from a very small number of people who are mostly on Macintosh computers with older browsers that are unable to checkout on our website.