At Saddle Store, we stand behind our premium equestrian equipment and pet supplies. While we’re confident you’ll love your bridles, body protectors, dog coats, and other quality products, we understand that sometimes returns or exchanges are necessary. This policy outlines our straightforward process for the global equestrian community we serve.

Our Return Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original condition, and in their original packaging
  • All tags and protective coverings must remain attached
  • A proof of purchase or order number is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Bandages & Leg Wraps (opened or used)
  • First Aid products (opened or used)
  • Digestive & Gastro supplements (opened)
  • Electric Fencing components (installed or used)
  • Any personalized or custom-made items from our Bridlework & Saddlery collection

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email our customer service at [email protected] with your return/exchange request within 15 days of receiving your order. Please use the following template:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Saddle Store Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Item(s) for return/exchange: – [Product Name] – [Quantity] – [Reason for return/exchange] I have reviewed the return policy and confirm the item(s) meet all requirements. [Your Full Name] [Your Contact Information] [Order Date]

Step 2: Receive Authorization

Our team will respond within 2 business days with:

  • Return authorization number
  • Shipping instructions for your region
  • Exchange options if applicable

Step 3: Ship Your Return

Package the item(s) securely in the original packaging and include all accessories. Affix the provided return label and ship to:

Saddle Store Returns
959 Farland Street
Chicago, US 60637

Refund Process

Once we receive and inspect your return:

  • Refund Timing: 5-7 business days after we process your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive the original
  • You’ll be responsible for any price differences
  • Standard shipping rates apply for the new shipment

Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund at no additional cost to you.

International Returns Note

For our international customers (excluding some Asian and remote regions):

  • You may be responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service
  • Refunds will be processed in USD and may vary based on exchange rates

For any questions about our returns policy, don’t hesitate to contact our team. We’re here to ensure your complete satisfaction with every equestrian and pet supply purchase from Saddle Store.

Ride on,
The Saddle Store Team