Free Shipping on Orders over $100

Shipping and Return Policy

 

RETURN POLICY

  • Please notify prior to shipping the return.
  • All returned items must still have the ORIGINAL TAGS on them. Shoe boxes must be encased in another box for shipping to protect the items. If shoes are sent back with stickers and return labels directly on the box, or if the shoe box is damaged, the return will not be accepted.  
  • Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.
  • Merchandise may be returned for ONLINE STORE CREDIT only within 30 days of delivery. Credit will be applied for the amount paid for the product. Credit will only be applied for the item, not for any shipping and handling charges.
  • When making a return, please include the original invoice and a note as to why it is being returned.
  • Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.
  • The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.
  • Please allow 5 business days for our warehouse to receive your return and 7-10 business days for our return department to process your store credit.
  • Store credit code will be emailed to the email address on file via an e-gift certificate within 7-10 business days after we receive the returned item. Instructions on how to redeem it will be sent as well.
  • If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. Please wait until your store credit is applied to your account if you’d like to place an order using this credit.
  • If you place an order and do not use your store credit, we cannot apply that credit afterward. If you have any issues with your credit, please email heather.gabbard@yahoo.com before placing your order.
  • If you send back an item that does not qualify for a return we will not give online store credit.
  • If we receive a package back from the shipping carrier due to the address provided being un-deliverable, we will cancel and refund the order.

EXCHANGES

  • Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise will be processed for STORE CREDIT ONLY.
  • We recommend purchasing the correct size of the desired item, and then shipping back the returned product so that you do not miss out on the item. Store credit cannot be applied to that new order that has been placed. Credit MUST be used for future purchases.

General Order Information

  • Please note: Orders CANNOT be changed, modified, or canceled after checkout!
  • We will only accept one coupon code per order.
  • All sale items are FINAL SALE and cannot be returned back to us. 
  • If you have questions regarding our items prior to placing your order, or are having technical issues with ordering or a discount code, please email us at heather.gabbard@yahoo.com

 

SHIPPING

Shipping and order processing will take at minimum 4- 5 business days to be processed and packaged before they are shipped out of our warehouse. Once your order has shipped, it will ship via the shipping method selected and paid for at checkout.  

The Painted Pony is NOT responsible for:

  • Delays with UPS shipping
  • International Duties or Customs charges
  • Products that are lost or damaged in the mail. The US Postal Service or UPS will be responsible once we ship the packages.
  • Products marked delivered by the Post Office. You will need to contact your local Post Office to obtain information regarding your package.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.

All shipments include a tracking number. 

WRONG ADDRESS DISCLAIMER: 

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or un-deliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please email us at heather.gabbard@yahoo.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so. If you are contacted regarding an incorrect address and a reply is not received from the customer within 24 hours, the order will be cancelled and refunded.

IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE OF USA: 

We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country. International customers (outside of United States) are responsible for all import duties, customs, and local taxes charged by your country. We are unable to advise the amount of what these fees might be & we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.

 

DEFECTS OR PROBLEMS WITH YOUR ORDER?

  • If you have received an item with any problems or defects, please contact our warehouse within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.
  • We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.
  • Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

 

DEFECTIVE/DAMAGED ITEMS PROCESS

  1. Use your smartphone to take pictures of the defective or damaged area and email the images to heather.gabbard@yahoo.com, including the tag in the image showing it is still attached.
  2. Indicate "Defective" or "Damaged" in the subject line.
  3. Include the first and last name on your order, order #, and product code/name of the item.

You will receive a response from our customer service support team within 24-72 hours.

 

PLEASE MAIL RETURNS TO:

Painted Pony

4515 Meier Rd

Casper WY 82604

 

Please include a copy of or, the original invoice or return form included. If you cannot locate the original invoice, please print and include a copy of the order confirmation emailed to you. Returns received without supporting documentation will be delayed in receiving store credit.

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