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The quickest way to get help
Call us toll free at 1-800-365-1311
8:30 - 7:00 PM EST Monday - Friday
10:00 AM - 5:00 PM Saturday
Email your question or comment to firstname.lastname@example.org
Customer Service Center
Find information on topics such as shipping, order tracking, returns, exchanges, warranties, international orders & more.
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Returns & Exchanges
If, for any reason, you are not satisfied with any product you have received, contact us and return it within 30 days in new condition for an exchange or refund. Apparel must have tags attached. Saddles must be returned within 10 days. Personalized items, videos, books, and DVDs may not be returned. Enclose a copy of the packing slip with your return. Refer to instructions on the packing slip included in your order. Shipping charges are not refundable on returns and exchanges.
What if I lost my packing slip or receipt?
Make sure you include your name, address, and phone number with your return shipment.
Where will my exchange be sent?
Exchanges are sent to the original BILL-TO address. If you want the exchange shipped to a different address, please write the ship-to address on your packing slip.
What if my return is not in new condition?
We will contact you to inform you of a 15% restocking fee. If the items are poor condition, we may refuse your return.
What if my item is defective?
We will issue a call tag and have FedEx pick-up the defective item at no additional cost to you. If we determine the item is not defective, we will return the item(s) and subtract the shipping costs from your return credit.
Please note that we can not ship a replacement to you until we receive and examine the item. If you need a replacement right away, we suggest you place a new order.
When will I receive my refund?
Once we receive your return, we work to process your return within 3-7 business days. Once your return has been processed, you will receive your funds as follows:
If you paid by credit card, your original method of payment will be credited within 24 hours of processing your return.
If you paid by cash or check, your refund check will be mailed the first Friday after your return has been processed.
If you paid with a bonus buck or gift certificate for your entire order, a credit will be placed on your account as a credit memo to be used on your next order.
Do you have a problem with a guaranteed item?
Please contact customer service at email@example.com or 1-800-365-1311.