We absolutely love our customers and we want you to be pleased with our company. We find most complaints stem from customers not reviewing our terms and conditions prior to sale. To keep conversations clear and open we ask that a few understandings be agreed to:
Before you buy:
Make sure to read the product description, shipping & return policy, and know your correct sizing prior to ordering. Photos for colors are as accurate as they can be but monitors and phone screens are not real life so there should be expectation that colors may have some variance. Simple preparation on your part will reduce a lot of aggravation for you in the event you need to make a return/exchange or have product assistance needs.
Our inventory is not live, which means if you have an absolute need, it does not hurt to double check stock by contacting us. Shipping fees for international orders are estimated.
Follow our processes, they really are quite simple but if you want a return, submit the return request. If you need help on sizing, our online chat, email and phone support is here to help.
Be patient, we respond quickly, but expecting instant responses from any company is probably not realistic.
While we try to make our policies transparent and easy to find as possible, understand at times you may misunderstand a policy, thus our clarifying this policy with you is not intended as rudeness or argument. So please make sure to keep your tone and attitude civil if a customer service representative clarifies a policy with you.
Although very rare, on occasion, we will get an accusatory, uncivil customer whose intent despite all conversation becomes to attack the representative assisting them. We simply do not tolerate bullying, dishonest, threatening, or disagreeable customers. We know the difference between a legitimate concern that needs resolving and someone who just doesn’t want to follow our policies.
We are very easy to work with and thus having this kind of behavior is not tolerated here. We have far to many pleasant and wonderful customers that need our time and attention and we treat all customers equally and fairly. This means the rules apply to everyone. This paragraph does not apply to 99% of our lovely customers who make our day better just by being a part of it, but sadly this paragraph is needed. If you are having a bad day, we would rather hear what happened, chances are if it’s horse related we can relate. (Vet bills, trailer tires flat, barn burned, hurricane, pipe busts, yup we have heard all of this). So tell us all about it, we are good listeners but please remember the policy applies to you.
We are known for excellent customer service, the most common customer complaints stem from not reading our returns policy in advance. Thus, please remember it is your responsibility to read and inform yourself prior to purchase. Our return policy is linked to each product on the website, on the header menu on desktop, and on the mobile menus on mobile devices. In addition terms and conditions are agreed to at checkout with the exception of Apple Pay customers whose terms and conditions of use require they agree to the merchants terms of service. We do the best we can to make that information transparent so please do your part in informing yourself, every retailer has their own policies.
Texas is a no refund state but we do have a returns and refunds policy. It means Texas has no law that requires retailers to give refunds. However we DO have a return and refund policy and Texas law does require us to follow our policy and post it, we comply with both.
We comply with the Federal Credit Billing Act however we report to Radar any customer who engages in fraudulent credit card disputes. Radar is used to validate transactions at millions of retailers worldwide.
Examples of fraudulent credit card dispute behavior as defined:
- Chargebacks when customer knowingly received correct product but does not want to go through return process (credit card companies will close in our favor)
- Knowingly disputing a charge they know is valid
- Refusing a product they ordered to avoid paying return shipping
- Disputing a charge due to buyers remorse
- Customer disputes charge to avoid paying their bill
- Misuse of credit card by a household member
It is our policy to actively re-coup our funds and will proactively litigate in civil court to retrieve our funds if necessary. Invalid chargebacks hurt YOU and can cause you to lose your credit cards, bank accounts, and ability to purchase online, so please do not engage in fraudulent chargeback behavior. If you see something on your bill from us, reach out, we will provide clarification of the purchase or refund you if in our error.
If you wish to file a complaint with a member of our management team please email: firstname.lastname@example.org Subject: Management. Someone will respond as soon as possible.