Welcome to Equestrian Haven’s FAQ section. Below you’ll find answers to common questions about our premium equestrian products and services. Whether you’re a competitive rider, country enthusiast, or simply appreciate quality equestrian gear, we’re here to help.

Product Questions

Q: What types of equestrian products do you offer?
A: We specialize in premium equestrian gear including riding apparel (for men, women, and children), horse boots and rugs, equestrian accessories, and horse care products. Our collections feature both performance gear for competitions and durable country clothing for everyday wear.
Q: Are your products suitable for professional competitions?
A: Absolutely! We curate high-quality brands like Hoggs of Fife and Shires that meet professional standards. Many of our customers use our competition gear for events worldwide.
Q: Do you offer children’s equestrian clothing?
A: Yes, we have dedicated Boys Clothing and Girls Clothing sections featuring durable, comfortable options for young riders.

Shipping & Delivery

Q: What shipping options do you offer?
A: We provide two convenient options:
– Standard Shipping ($12.95 via DHL/FedEx): 10-15 days delivery
– Free Shipping (orders over $50 via EMS): 15-25 days delivery
All orders are processed within 1-2 business days from our San Francisco warehouse.
Q: Do you ship worldwide?
A: We ship globally except to some Asian countries and remote regions. During checkout, simply enter your address to confirm availability.
Q: How can I track my order?
A: Once your order ships, you’ll receive a confirmation email with tracking information. For standard shipping, use DHL/FedEx’s tracking systems. For free shipping, use the EMS tracking portal.

Returns & Exchanges

Q: What is your return policy?
A: We accept returns within 15 days of delivery. Items must be unused with original tags. Please contact us at [email protected] to initiate a return.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. In such cases, we’ll provide a prepaid return label.
Q: How long do refunds take?
A: Once we receive your return, refunds are processed within 5 business days and typically appear in your account within 7-10 business days.

Payment & Accounts

Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Q: Is my payment information secure?
A: Absolutely. We use industry-standard encryption and never store your full payment details on our servers.
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account lets you track orders, save favorites, and checkout faster in the future.

Customer Service

Q: How can I contact customer service?
A: Our San Francisco-based team is available via email at [email protected]. We typically respond within 24 hours.
Q: What are your business hours?
A: Our customer service team is available Monday-Friday, 9AM-5PM PST. Orders are processed daily except weekends and major US holidays.
Q: Where is your physical location?
A: Our headquarters and warehouse are located at 4318 Delaware Avenue, San Francisco, CA 94108. We currently don’t offer in-person shopping.

Still have questions? Our equestrian experts are always happy to help. Email us at [email protected] for personalized assistance with your equestrian needs.