FAQ

Shipping

Most common shipping questions and answers

We have a shipping guarantee that all items in stock will be received within 5 days of order! 

Shipping is free for all items over $50! So take advantage of our great free shipping deals today!

Once you place an order, we will send e-mail updates every step of the way from confirmation to delivery. You will receive an e-mail with tracking details as soon as your order ships. The email will have your order details and a link to easily track your package.

 

Of course! Please let us know if you find any better pricing and we are glad to beat it. 

We are located in a suburb of San Antonio, TX. All items will ship from here or the manufacturer’s warehouse. 

Payments and Returns

FAQ Continued...

Your credit or debit cards will be pre-authorized when you place your order, and your card is charged when we ship your order.

 

We use the most trusted SSL certificates and security features in an ongoing effort to ensure we provide you with a reliable and secure shopping experience. We guarantee our customer’s information is safe and secure. 

 

If you received your item and need to return or exchange an item, let us know! We ask that returns be initiated within 30 days of delivery, and that any item we receive back be in new or unused condition. To initiate a return, you can send us an e-mail anytime at order@equestriann.com, or give us a call at 817-405-9127 weekdays between 9am and 6pm EST, and weekends between 10-5 PM EST. 

Custom items are non-returnable and customer will see the non-refundable status when they order item. Custom items are made to order from custom materials, and colors for the customer so that is the reason for the rule. 
 

We are always happy to provide free pre-paid return labels for items sent back for exchange or store credit. If you would like to send back an item for a refund to your original form of payment, we will deduct a simple flat return fee of $7.95 and provide you with a label. You are always more than welcome to send an item back yourself for refund or exchange, just give us a heads up!

 

Items older than 30 days are often easy to exchange, or we will give you a partial store credit for the item. We do not return or exchange custom items. 

Have More Questions?

Drop Us A Line!