FAQs
FAQs
How do I to cancel my order?
Please email us at info@ponyclub.co so we can cancel and refund your order. We can cancel orders any time before they ship.
How do I update my order details?
If you need to update any part of your details, please email us at info@ponyclub.co with your order number (if you have it) and the full details of any updates needed. We can make changes to most orders at any time before the parcel ships. If we cannot edit your order we can cancel and refund it. You can then re-order with the correct details.
We cannot edit international orders. Please email us at info@ponyclub.co so we can cancel and refund your order. You can then re-order with the correct details.
How long will it take to ship my parcel?
Our warehouse hours are Monday-Friday 7am-3pm.
We take 3-5 business days to process, pick and pack in-stock orders. While we make every effort to ship your parcel out as soon as possible, we do not offer same-day shipping services.
Shipping times shown at check out may not include presale times, or pick and pack times. Presale items will ship at the end of the presale. All items purchased with a presale item, will ship together at the end of the presale. Please order in-stock items separately from presale items if you wish to receive your in stock items sooner.
When will I receive a tracking number?
For in-stock items, you will receive an automatic email with your tracking number 1-5 days after your order confirmation.
For presale items, you will receive an automatic email with your tracking number at the end of the presale. Please check the info in the product description about presale times.
What do I do if my tracking number isn’t updating?
If your tracking number is stuck on “Pre-shipment” or “Label Created” for more than 4 days, please email info@ponyclub.co for us to investigate.
If your tracking number shows the parcel has stopped moving in the post for over 5 business days please email info@ponyclub.co for us to investigate.
My tracking says my parcel arrived but it’s not at my address?
If your tracking number shows your parcel has been delivered but your parcel is not at your address, you must carry out the following steps to locate your parcel if you have not received it within 24 hours of receiving your delivery notification:
1. Check all around your house, mailbox, porch and garden
2. Check with your household members and neighbors left, right and opposite
3. Call your local Post Office Depot and see if they have more information about where they left the parcel, GPS co-ordinates that may help you locate your item or inquire if they are holding your parcel so you can rearrange delivery at a time that suits you.
For domestic parcels in the US - if you still cannot locate your parcel and believe it to be lost, misdelivered or stolen, we need a case number and written proof from USPS that your parcel is lost. Please note, we do not have telephone customer service options and telephone conversations reported to our team cannot be used as proof of parcel misdelivery, loss or theft.
For lost, misdelivered or stolen parcels you must:
4a. Create an online mail search: https://www.usps.com/help/missing-mail.htm and share the conclusion with our team via screen shot (including sender information) or forwarding email including your case number.
5a. If you believe your parcel has been stolen from your porch or mailbox, alert the USPS to the issue here: https://www.uspis.gov/report and share the conclusion in writing via screen shot (including sender information)or forwarded email including your case number.
For international parcels - if you still cannot locate your parcel and believe it to be lost, misdelivered or stolen, we need a case number and written proof from the shipping company that your parcel is lost. Please note, we do not have telephone customer service options and telephone conversations reported to our team cannot be used as proof of parcel misdelivery, loss or theft.
For lost, misdelivered or stolen parcels you must:
4b. Create an online mail search with the shipping company and share the conclusion with our team via screen shot (including sender information) or forwarding email including your case number.
5b. If you believe your parcel has been stolen from your porch or mailbox, alert the appropriate local authority and share the conclusion in writing via screen shot (including sender information) or forwarded email including your case number.
Please note, the senders address is
PONY CLUB, 2986 FIRST ST, UNIT A, LA VERNE, CA, 91750
We are unable to refund or replace parcels that have been sent to incorrect addresses as entered at the time of purchase by the customer, or parcels that have been recorded as delivered without an official, written record of the loss with USPS. We cannot refund or replace parcels if you fail to alert us to an issue within 30 days of delivery notification. We have a duty of care to protect our clients from fraudulent claims so we appreciate your co-operation in finding your parcel.
How do I open my parcel?
Never use a long blade or scissors to open your parcels. Do not plunge a blade down the centre of the taped box or into a parcel. You will damage the goods inside.
Open all parcels with a blunt letter opener along the fold of the closing flap.
Please note: packing tape is designed to be anisotropic: its strength depends on the directional fibres that create long-side weakness and short-side strength. It works just like a piece of wood. Splitting wood along the natural grain (the long way) is very easy. Trying to snap a thick board against the grain (the short way) is nearly impossible without tools.
To open an LP box, use a short (no longer than 1/8 inch) blunt blade to cut through the short width of the tape at either edge of the box. The you can manually pull apart the box flaps, the tape will split easily along the weak long length without the need for a blade.
My goods arrived with damage or with a defect
Sometimes goods are damaged in the post or have a missed defect. Please email us at info@ponyclub.co with your order number, details of the situation and a photograph of the issue within 30 days of receiving your item. We will be able to arrange a refund or replacement.
My goods arrived and I was shipped the wrong item
Sometimes, our warehouse team make a mistake. Please email us at info@ponyclub.co with your order number, details of the situation and a photograph of the issue within 30 days of receiving your item. We will be able to arrange a refund or replacement.
My goods arrived but they do not fit / are no longer wanted
Please email us at info@ponyclub.co with your order number and details of the situation within 30 days of receiving your item. We do not offer exchanges but we will be able to arrange a return for a refund. Your returned item must be unworn / unwashed and /or still in sellable condition. You can then buy a replacement from the store at any time.
My goods arrived but they dont look like the photo in the store
Product images may be digital mock-ups or professional photographs of the actual item using studio lights. Products may look different depending on the color mode of the image, or on the brightness / color calibration of your digital devices. The image may look slightly different to how the product looks in your hand. If you feel that the product you received differs greatly from the image in the store please email us at info@ponyclub.co with your order number, details of the situation and a photograph of the issue within 30 days of receiving your item.
How long will my refund take?
Most refunds will be back in your account in 3-10 business days. Please email us at info@ponyclub.co if you do not see your refund, we can check on your refund and provide you with an authorization code to share with your bank if necessary.
Please note: ‘pending’ payments for failed orders have not been taken out of your account and are usually returned within 24 hours.
What if I have requested a refund but the card I used for the original purchase has been canceled?
As long as the account you used for the original purchase is still open, your refund will return to the account associated with the canceled card. If we are unable to offer a refund because the account you originally made your purchase with is now closed, we can only you store credit for the amount of your purchase.
How can I contact the artist or band?
Sadly we are just the merchandise customer service portal and do not have any direct contact with the artists. We cannot arrange artistic collaborations, song use permissions or gig bookings, nor can we facilitate bespoke requests for merchandise.
We also cannot forward any messages for the artists on our roster and we are not authorized to give out any contact information for the artists, their social media, their management team or record label, although these may be available elsewhere online.