At Equestrian Haven, we’re committed to delivering premium equestrian and country lifestyle products to enthusiasts worldwide. Below you’ll find all the details about our shipping and returns processes to ensure a seamless shopping experience.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (Monday-Friday, excluding holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Available for all order values
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship globally except to some Asian countries and remote areas.

Returns & Exchanges

We want you to be completely satisfied with your Equestrian Haven purchase. If you need to return or exchange an item, please review our policy below.

Non-Returnable Items

For hygiene reasons, we cannot accept returns on the following items unless they are faulty or damaged upon arrival:

  • Horse Boots
  • Horse Rugs
  • Health & Grooming Products
  • Feed & Supplements

Eligibility Requirements

  • Returns must be initiated within 15 days of delivery
  • Items must be unused and in original condition with all tags attached
  • Original proof of purchase is required
  • Personalized or custom-made items cannot be returned

Simple 3-Step Return Process

Step 1: Submit Your Return Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:
Dear Equestrian Haven Team,

I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]:
– Item Name:
– Size/Color:
– Reason for Return/Exchange:
– Preferred Resolution: [Refund/Exchange for (specify item)]

Please find attached photos if the item is damaged or defective.

Best regards,
[Your Full Name]
[Your Contact Number]

Step 2: Receive Your Return Authorization

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and return instructions. Please include this RMA number with your return package.

Step 3: Ship Your Return

Pack your items securely in the original packaging if possible, include your RMA number, and ship to:

Equestrian Sales Store
Returns Department
4318 Delaware Avenue
San Francisco, US 94108

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping service.

Refund Processing

  • Timing: Refunds are processed within 3-5 business days after we receive and inspect your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable, and a restocking fee may apply for non-defective returns.

Exchange Policy

  • Follow the standard return process above
  • Clearly indicate your desired exchange item in your return request
  • We’ll ship your new item once we receive the original
  • You’ll be responsible for any price differences and additional shipping costs

International Returns

For our global customers (excluding some Asian countries and remote areas), please note:

  • Return shipping costs and any applicable customs duties are the customer’s responsibility
  • We cannot refund original shipping costs for international orders

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a free return and expedite your replacement or refund.

Need Assistance?

Our San Francisco-based customer service team is happy to help with any questions about shipping or returns. Contact us at [email protected] or call +1 (415) XXX-XXXX during business hours (9am-5pm PST, Monday-Friday).

Thank you for being part of the Equestrian Haven community. We appreciate your trust in our premium equestrian products and country lifestyle offerings.