All items ship from our warehouse in Virginia. Our office/warehouse may be visited by appointment only. Please email us if you would like to arrange a visit.
We have a 30-day return policy (excludes bits, sale items and gift cards), which means you have 30 days from purchasing your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We reserve the right to refuse a return of any item not following these conditions. Items that are returned with horse hair or other stains will not be accepted.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that the original shipping costs will not be refunded to you and we will also deduct the cost of the return shipping label that we email to you from your refund. If you prefer to send the item back to us and pay for the shipping yourself, you must still email us in the first instance, in order for us to approve your return prior to sending the item back. If you wish to pay for the return shipping yourself, please send the item to the below address:
Elite Equestrian Supply
14900 Bogle Drive
Chantilly VA 20151
Please note customers outside of the USA must pay for their own return shipping as we are unable to provide you with a return shipping label.
Customers in Canada are responsible for all import duties on orders. If for any reason you fail to pay the duties on your order and the order is return to us, we will issue you a refund for the original order amount less shipping costs incurred by us both ways and any duties we have to pay.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards or bits (for hygiene reasons). Please get in touch if you have questions or concerns about your specific item.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have questions about this policy, please contact us on 202-774-3990.
We are not responsible for any packages that are lost in the mail. If you would like to insure your package their is an additional charge for that. Please call us at the above number prior to placing your order if you would like to add insurance. Once packages leave the building you receive a confirmation email via text or email (or both) and then it is the carriers responsibility to deliver the package to you. In the event your package is not delivered, please contact the carrier and provide them with your tracking number.