Shipping and Returns
Shipping
On top of all the discounts, we are proud to offer FREE US shipping on orders over $175! Just add over $175 worth of tack in to your cart and the shipping is on us :) Andrea Equine offers multiple shipping options to all of the USA.
*USPS Priority does have a weight restriction, so on overweight orders we'll upgrade to insured & tracked UPS premium ground at no cost.
Amid this pandemic, transit times are estimates given by our shipping carriers and are subject to changes. While most packages are delivered in within the given transit time, our shipping carriers (most notably USPS) are currently facing a severe lack of transportation in certain areas and this can cause slight delays. We can do everything to pack and ship an order as fast as possible, but after it's sent to the carrier, it's in the hands of that carrier and subject to their transit schedules. We appreciate your flexibility and understanding during this time!
International Shipping
We are excited to announce that we now offer streamlined international shipping to the whole world! Simply add your item(s) to the cart and press the "checkout" button. Next, add your shipping address and your transit cost total will be calculated automatically before payment. You can cancel the transaction at anytime, and won't be charged until you press the "order" button. If the destination country charges import taxes/customs fees, customers will be responsible for paying these additional fees as they are typically not included in the postage cost. You are welcome to reach out to info@andreaequine.com to get your shipment's total weight and value so you can calculate these fees, if applicable.
International shipments are facing challenges with customs and many packages are held for long wait times before finally clearing and delivering. We kindly ask that international customers wait at least 40 calendar days from the ship date of the order, and at that point, we can assist with a full refund or expedited replacement. In many cases, a package that has been refunded or replaced will eventually clear customs and show up! In that case, feel free to keep or gift any extra shipments :) No need to send anything back! We appreciate your understanding.
Official statement from our postage provider: "Due to the current environment with the COVID-19 virus, shipments are taking longer to reach their destinations. The shipping carriers are working hard to meet their commitments, but shipments may be delayed. Specifically, shipments with International destinations can take additional weeks for completed deliveries."
Returns
We are proud to announce that to ensure the safety of our customers and their equine friends, we do not restock returns even in brand-new condition. Every return will be donated to one of our partner organizations that need it most!
If you change your mind about one of our awesome products, don't sweat it! Andrea Equine offers a chill and easy to follow return policy. Just make sure your purchase meets these requirements!
-First, let us know! Send us an email with your order number, item(s) you would like to return, and reason(s) for returning those items.
-The item must be returned within 21 days. If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Item(s) must be delivered to our return address within this 21 day period.
-The item must be unused, unworn, and in the same condition that you received it. Unfortunately, as much as we love your ponies, all of the sweat and dirt that comes with them doesn't make it too easy to donate the product.
-B-stock components and products are final sale and are not eligible for refund.
Securely send your item to our return address without misshaping or bending the product (it helps to send it in the same box we sent it in).
Andrea Equine
3940-7437 Broad St,
San luis obispo, California US 93401
Please make sure that you have this written correctly! We aren't responsible for missing/lost returns.
To complete your return, we require a receipt or proof of purchase, usually your order number works just fine!
You are welcome to send late or ineligible products back to us to be donated to our partner organizations (it's truly appreciated!). Returns that do not follow all requirements will be sanitized and donated.
Once your return is received and approved, we will process your refund credit automatically. You will receive an email confirmation to notify you of your credit/refund.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund. As of October 2019, payment processing fees do not get returned to us and will be deducted from the product total.
We recommend using a trackable shipping service and purchasing shipping insurance. We aren't responsible for missing/lost returns.
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@andreaequine.com.
Only regular priced items may be refunded, unfortunately items featured in our "B-Stock" collection are sold as-is and cannot be refunded or guaranteed.
We stand by the quality of our products 100%. If somehow your item comes defective or damaged, we will replace it with the same item or give you a complete refund. All you have to do is send the item back, and once we receive it, you will get a refund or the same item shipped to you. For all exchanges, send us an email at AndreaEquine@gmail.com and send your item to:
Andrea Equine
3940-7437 Broad St,
San luis obispo, California US 93401.
Cancellations
We run a streamlined fulfillment process that allows us to get your order packed and shipped with love as fast as possible! Because of this, cancellations are extremely hard to process since orders go into our fulfillment queue and postage is purchased as soon as they are placed. We highly encourage you to double and triple check your order before you place it!
We are happy to accommodate any product switches or substitutions before an order shipping notification has been dispatched. Feel free to reach out to us and our team will get your order changed for you!
We completely understand that situations arise that warrant the need to completely cancel an order and will do everything we can to accommodate. Please reach out to us as soon as you can and as long as the package has not left our fulfillment center, we can refund your order minus any postage and fulfillment/payment processing fees that we have incurred. If no fees have incurred at that stage, we are happy to refund the entire order amount.