Shipping & Returns
Shipping & Returns
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All orders ship from Los Angeles, CA.
Business hours: Monday–Friday, 6 AM–3 PM PST
Please allow 1–5 business days for pick and pack time on in-stock items.
Note: Shipping times shown at checkout may not include pick and pack time.
While we’ll do our best to get your orders to you in a timely manner, delivery by specific dates cannot be guaranteed. To help ensure your order arrives when you need it, we recommend placing it at least 3 weeks in advance of any important date.
Please keep in mind that pre-sale items will delay shipment of your entire order. All items in a mixed order (pre-sale + in stock) will ship together once everything is ready. Pre-sale orders begin processing as soon as the item is in stock and fully received.
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Domestic Shipping
Shipping rates are calculated based on the total weight, dimensions of the item(s) ordered, and the location of the receiver. Oversized / overweight items are subject to additional shipping/fees.
We cannot guarantee shipping to P.O. Boxes. Please enter a physical street address for shipping. We do not refund shipping costs for orders with invalid addresses / PO Boxes that are returned to us.
Posters, bulky or delicate items may ship separately from other items in your order.
Packages will be shipped via the shipping method selected at checkout. We do not offer refunds for carrier shipping delays due to factors outside of our control.
Payment is charged immediately at checkout.
Your tracking information will be emailed to the email address entered at checkout once your order ships. Tracking for domestic shipments may take up to 48 hours to update online.
International Shipping
We do not offer reshipment, replacements or exchanges for international orders. ALL SALES FINAL.
International orders will be shipped via USPS, Global Post, DHL or other courier service and may be handled by the destination country’s postal service for the final delivery.
Payment may be charged immediately at checkout, or upon the receipt of the parcel with the shipper. Check your order confirmation email for details.
Duties and Taxes:
Shipping costs do not include any additional taxes or customs fees which may be applied by your home country unless explicitly stated. Customs fees are set and collected by the local government and are the responsibility of the customer to pay. The customer is responsible for all shipping charges for any international orders that are uncollected or refused upon delivery. Please consult your local customs office for more details about your country's duties and taxes.
Your tracking number may change when your parcel enters your home country. Please keep a close eye on your tracking updates. If duties and taxes are imposed on your order, they are due at time of delivery.
International delivery times usually take 2-3 weeks but customs delays may take up to 8 weeks. Please look out for any communication from your local post office about how to pay for and collect your parcel. You may need ID to collect your parcel.
Please be aware that we are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local customs office regarding import laws in advance, before ordering, if you suspect that your country bans any products.
Orders that are shipped internationally via freight / mail forwarding companies inside in the US:
We are only responsible for the item arriving with the freight forwarding company’s address in good order. The parcel’s insurance only covers its journey from our warehouse to the US address entered at check out. Parcels shipped to unreliable or fraudulent mail forwarding companies will be cancelled without warning. Items that are delayed, lost or damaged in post after they have been forwarded are the responsibility of the freight forwarding company alone.
Shipping Returns and Refunds
Lost Items
Please contact our Customer Service team immediately if your parcel does not receive an update in its tracking progress for a period of over 4 days. We can only issue replacements or refunds within 30 days of your purchase date.
Returns
Our returns policy lasts 30 days. You have 30 days from receipt of the item to alert us to any defects, damage or issue.
Please contact info@ponyclub.co with your order number, photo and details of the issue. If your item is eligible for a return, we will issue you with an RMA number and a free, printable return shipping label. Returns will not be accepted without an RMA number. We do not refund original shipping costs for items we provide a return shipping label for unless there is an error on our part.
Once your return label is created, you have 15 days to return your item to us to be eligible for a refund or replacement.
To be eligible for a return due to our error - damaged, defective or mispacked items - your item must be unused, unwashed and returned in the same state as it’s arrival.
To be eligible for a return of an item that doesn’t fit, is not as expected or you changed your mind, your item must be unused, unworn, unwashed, still in sellable condition including in it’s original packaging / with original tags.
Items that are not covered by our return policy include any items that are damaged by the customer / in the customers care at any time after the parcel is received or any item that was received over 30 days ago.
Refunds (if applicable)
For returned items, your tracking number will show when your returned parcel arrives back at our warehouse. Once your return is received, inspected, and found to be in good order we will issue your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 10 business days.
If your parcel is returned with additional damage, pet hair, has been washed or modified in any way, you will be ineligible for a refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ponyclub.co.
Sale items (if applicable)
Sale items are FINAL SALE. Sale items can only be refunded if they are damaged or a defective.
Exchanges (if applicable)
We are not offering exchanges at this time, but we can create an RMA and a free return label for the unwanted item. Your item will be treated as a return, see above.
Your item must be returned within 15 days of receiving your return label. You can then buy the replacement item you would like from the store at any time