Our Commitment to You

At Horse Care World, we are dedicated equestrians ourselves. We understand that the bond between you and your horse is built on trust, comfort, and performance. That’s why we are committed to providing high-quality equestrian products and a seamless shopping experience, from delivery to your satisfaction guarantee.

Shipping Information

We ship globally (excluding Asia and a few remote regions) to bring premium horse care directly to your stable.

Order Processing

Please allow 1-2 business days for us to carefully process and pack your order with the care it deserves.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: $12.95
    • Delivery Time: 10-15 business days after shipment.
  • Free Shipping: Available on orders over $50, shipped via EMS.
    • Cost: Free
    • Delivery Time: 15-25 business days after shipment.

Please note that these are estimated delivery times. Occasional delays due to customs or unforeseen carrier issues are possible but we will do everything we can to keep you informed.

Returns & Exchanges Policy

We stand behind the quality of our products. If an item isn’t the perfect fit for you or your horse, we offer a straightforward returns process.

Key Policy Summary

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused and in their original packaging with all tags attached.
  • Refund Method: Refunds will be issued to your original payment method and processed within 5-7 business days of us receiving your return.

Non-Returnable Items

To ensure the health and safety of our entire equestrian community, the following items are non-returnable for hygienic and safety reasons:

  • Demo Saddles (Due to personalized fitting and hygiene considerations)
  • Dewormers (Pharmaceutical products)
  • First Aid & Creams (Medical and topical products)
  • Fly Control products (Chemical-based solutions)
  • Opened Hoof Care products (Unsealed items cannot be resold)

If you receive any of these items damaged or defective, please contact us immediately at [email protected] and we will resolve the issue promptly.

Our Return & Exchange Process

Step 1: Initiate Your Return Request

Please contact our customer care team within 15 days of receiving your order. Send your request to [email protected] and include:

  • Your full name and order number
  • The item(s) you wish to return or exchange
  • Reason for return
  • Whether you prefer a refund or exchange

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Please do not ship your return without this RMA number.

Step 3: Package and Ship Your Return

Securely package the item in its original packaging with all tags attached. Include a copy of your order confirmation or a note with your RMA number and order details. Ship your return to:

Horse Care World Returns
2239 Levy Court
Seattle, US 98101
USA

Please Note: Return shipping costs are the customer’s responsibility unless the return is due to an error on our part (e.g., wrong item shipped) or a defective product.

Step 4: Processing Your Return

Once we receive and inspect your returned item (typically within 5-7 business days after it arrives at our facility), we will process your refund or exchange. You will receive an email confirmation once this is complete.

Refund Information

Refund Timing

Refunds are processed to your original payment method within 5-7 business days after we receive and approve your return. The timing for the credit to appear in your account depends on your financial institution:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after we process it.
  • PayPal: 3-5 business days after we process it.

Refund Amount

Your refund will include the full purchase price of the returned item(s). Original shipping fees are non-refundable unless the return is a result of our error.

Need Further Assistance?

Our customer care team, comprised of fellow horse enthusiasts, is here to help you with any questions about shipping, returns, exchanges, or finding the perfect gear for your equine partner.

Contact us at [email protected] and we’ll respond within 1-2 business days.

Thank you for trusting Horse Care World for your equestrian needs.