Shipping & Return Policy

At Equestrian Essence, we are committed to providing you with premium products and exceptional service. As a small, locally owned business in Texas, we strive to ensure every customer is satisfied with their shopping experience.

Address for Returns: Equestrian Essence

10908 Jones Road

Manor, Texas 78653

512.865.8281 (call or text)

info@equestrianessence.com

Return Details:

• Returns and exchanges are accepted within 30 days of purchase. All returned or exchanged items must be in new condition, with tags attached, and accompanied by the original sales receipt and packaging.
• We do not accept returns beyond 30 days from the original purchase date.
• Gift cards cannot be returned.
• Returns of horse blankets are subject to the manufacturer's warranty once they have been used.
• If you are shipping an item back to us, please allow 7-10 days for it to reach us. Once received, we will process your return and/or ship your exchange within 3-5 business days. Refunds may take up to 7-10 days to appear in your account, depending on your bank.
• Return postage is the responsibility of the customer.
• Clearance permanently marked-down, custom-ordered, or consignment merchandise is non-returnable.
• Price Adjustments: We honor price adjustments on purchases made within 5 days of a sales event, for store credit only. Exclusions apply.
• No returns on sale or consignment items.

Shipping Details:

• We aim to ship all orders within 24-48 hours, but please remember we are a small business and strive to give every customer the attention they deserve.
• You will receive a text or email confirmation (based on your preference) as soon as your order is placed.
• A tracking number will be provided once your parcel is shipped.
• We ship via USPS & UPS. Most orders within Texas and nearby states are delivered within 24 hours of shipping. Orders to Florida or New York typically arrive within 5 business days.
• All orders are shipped insured. We are not responsible for packages that are stolen after delivery. However, we can refund a purchase if it is damaged by the carrier (proof required) or if it is marked as never delivered by the carrier.
• Orders over $99 shipping within the 48 contiguous states qualify for free standard shipping (excluding saddle sales).
• Saddles are shipped at a flat rate of $95 within the 48 contiguous states.
• For shipments to Alaska, Hawaii, or internationally, please contact us for a quote. We always strive to ship as economically as possible for our customers.
• We cannot be responsible for VAT, taxes, or duties on shipments sent outside of the U.S.
• We do not disclose any customer information.

If Your Item Arrives Damaged, Defective, or Incorrect:

Contact us within 48 hours via our contact form with a photo of the item.

Missing and/or Stolen Package Policy:

• All orders are shipped insured. We are not responsible for packages that go missing or are stolen after delivery. However, we can refund a purchase if it is damaged by the carrier (proof required) or if it is marked as never delivered by the carrier.
• If your package is missing for over 24 hours, Equestrian Essence will take the following steps. Please note this process can sometimes take over 30 business days to complete:

1. We will complete a USPS/UPS help request form, initiating a search at your local shipping branch.
2. If the package isn’t found within 10 business days, we will escalate the issue by submitting a missing mail request via the USPS/UPS website.
3. After a minimum 2-week waiting period, we will file a claim for insurance reimbursement with USPS/UPS.
4. If USPS/UPS determines the package was delivered, our claim may be denied, as they have fulfilled their end of the delivery. If it is determined to be theft, you will be notified and issued store credit for the amount purchased.
5. If USPS/UPS confirms delivery and the package is missing, it is considered mail or package theft, one of the fastest-growing crimes in the U.S., and we are not liable to refund your shipping or purchase costs.