Welcome to Equestrian Supplies’ FAQ page! As global providers of premium equestrian gear, we’re committed to helping riders worldwide find the perfect tack, apparel, and horse care products. Below you’ll find answers to our most common questions about products, shipping, returns, and more.
About Our Products
What types of equestrian products do you offer?
We specialize in comprehensive equestrian gear including:
- Horse tack: Bridles, reins, bits, girths, and breastplates
- Rider apparel: Breeches, equestrian outerwear, gloves, and footwear
- Horse care: Grooming supplies, blankets, fly gear, and boot accessories
- Training equipment: Martingales, half chaps, and stable supplies
How do I choose the right size for riding apparel?
Each product page includes detailed sizing charts specific to the brand. For breeches and outerwear, we recommend measuring yourself according to our guide and comparing to the chart. When in doubt between sizes, sizing up is often preferable for comfort in the saddle. Remember our 15-day return policy allows for exchanges if needed.
Are your bits and tack suitable for competition use?
Absolutely! We carry competition-approved bits, bridles, and tack that meet standard equestrian federation requirements. Many of our products are used by professional riders. Specific competition rules vary by discipline and organization, so we recommend checking your particular rulebook if you have concerns.
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) as well as PayPal for secure checkout. All transactions are processed through encrypted payment gateways for your security.
Is my payment information secure?
Your security is our priority. We use industry-standard SSL encryption for all transactions and never store complete payment details on our servers. For added security, we recommend PayPal which allows you to pay without sharing financial information directly with merchants.
Can I modify or cancel my order after placement?
We process orders quickly to get your gear to you fast. If you need to modify or cancel, please contact us immediately at [email protected] with your order number. We’ll make every effort to accommodate your request if your order hasn’t entered the packing process (typically within 4-6 hours of placement).
Shipping & Delivery
Where do you ship and how long does delivery take?
We proudly serve riders worldwide (excluding some remote areas in Asia) with two shipping options:
- Standard Shipping (recommended): 10-15 business days after processing via DHL/FedEx ($12.95 flat rate)
- Free Economy Shipping: 15-25 business days after processing via EMS (free for orders over $50)
Do you provide tracking information?
Yes! Standard Shipping includes full door-to-door tracking. Economy Shipping provides tracking at major transit points. You’ll receive email notifications with tracking links at each stage of your shipment’s journey.
What about customs fees for international orders?
While we include all necessary customs documentation, import duties/taxes are the responsibility of the recipient and vary by country. Most orders under $800 USD enter the U.S. duty-free, but we recommend checking your local regulations. Our shipping notifications will include the declared value for customs reference.
My tracking shows my package is delayed – what should I do?
First, allow 1-2 extra days as equestrian gear sometimes requires special handling. If delays persist beyond the estimated timeframe, contact us with your order number at [email protected] and we’ll investigate with the carrier. Most delays are due to customs processing during peak seasons.
Returns & Exchanges
What is your return policy?
We offer a 15-day return window from the delivery date. Items must be unused, in original packaging with tags attached. Return shipping costs are the customer’s responsibility except for defective items. To initiate a return, email us at [email protected] with your order number and reason for return.
What if my item arrives damaged or defective?
We take great care in packaging delicate items like bits and grooming products, but if damage occurs, contact us immediately with photos of the item and packaging. We’ll arrange a replacement or refund and cover return shipping costs for verified defects.
How long do refunds take to process?
Once we receive your return, please allow 3-5 business days for inspection and processing. Refunds are issued to your original payment method. Credit card refunds typically appear within 5-10 business days depending on your bank’s processing time.
Account & Technical Questions
How do I reset my password?
Click “Forgot Password” on the login page and enter your email address. You’ll receive a secure link to create a new password. If you don’t see the email, check your spam folder or contact our support team.
Can I track my order without an account?
Yes! Use the tracking link in your shipping confirmation email, or enter your order number and email address on our Order Status page. Creating an account does allow you to view all your order history in one place.
How do I contact customer service?
Our Cambridge-based team is happy to help! Email us at [email protected] for prompt assistance. We typically respond within 1 business day. For urgent matters, include “URGENT” in your subject line.
Still have questions? Our equestrian experts are here to help you find the perfect gear for you and your horse. Contact us anytime at [email protected] or call our Cambridge headquarters at +1 (555) 123-4567 (Monday-Friday, 9am-5pm EST).
Happy Riding from the Equestrian Supplies Team!