HOW TO ORDER AND OTHER INFORMATION
Shipping Charges | Contact Coolhorse | Secure Shopping | Payment Methods | Passwords | Easy Returns | Sales Tax | Privacy Policy | Catalog Request |

Thank you for visiting our web site and online catalog. We would like to make your online shopping experience simple, pleasant and maybe even.... kind of cool. The Coolhorse catalog utilizes a secure server on which to place your order and give your payment information. You can shop with confidence here, because your information is safe.

Shipping Charges (back to top)

Free UPS Ground Shipping in the US: Shipping is an area where we try to keep things simple, we just don't charge you any freight on UPS ground shipments. Free shipping applies for only UPS Ground shipments and to the 48 states only. Most orders are shipped the same day they are placed and UPS ground normally delivers in 3-5 days throughout the United States. UPS can not ship to P.O. Boxes and would prefer "911" addresses as opposed to "Route" addresses. Why free shipping???

All orders that are received by 4:00 PM CST are shipped the same day. In the rare event that we are temporarily out of stock of an item, we will notify you either by email or a courtesy phone call, and will ship it out as soon as the product arrives. Currently, we are shipping 94% of our orders out same day placed and customers are receiving shipments in 3-5 business days.

International Shipping (including Australia, Hawaii, Alaska & Canada): All orders placed outside of the continental US will be sent UPS. You can check the prices of these shipping rates on our web site before you place an order. Simply add the products you are interested in to the shopping cart and then click "Shipping Options?" in the light blue Shopping Cart box on the upper right corner of the page. After entering your country and postal code, we can then instantly quote the exact freight you would be charged before you place the order. If you have any questions, feel free to email us.

Expedited Shipping: Next day, second day, and third day shipping are also available in the United States. You can determine your exact shipping rate by placing the products in your shopping cart and clicking "Shipping Options?" in the light blue Shopping Cart box. This will allow you to explore the different costs associated with different expedited options before you place your order. Please remember if you are placing a "Next day" or "Second day" order online, UPS does not deliver on Saturdays and does not count the weekend as part of their time frame. Example: Next day orders placed Friday before 2:00 PM CST will most likely be received Monday afternoon. If placing that same order after 2:00 PM CST, the "Next day" delivery would be scheduled for Tuesday afternoon.

Drop Shipped Orders: Occasionally, if we are backordered on a particular product or on some of our larger, bulkier items or special order items, we will "drop ship" them. This means it will be shipped directly from the manufacturer to you. Please allow 7-10 extra working days for all drop shipped orders.

Trailer Shipping: Coolhorse can ship your new trailer directly to you! Shipping rates average $1.40 per mile with delivery time occurring within 7 days after purchase. Click here for more trailer delivery information and mileage calculations from your home to Amarillo, Texas.

Contact Information (back to top)

Secure Shopping (back to top)

We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL is the gold standard in Internet encryption technology and assures that your online order purchased with a credit card remains a secure transaction. Secure pages are marked with a gold lock icon on the bottom of your internet browser. We realize, though, that online payment methods don't appeal to everyone. Therefore, we are more than happy to take your orders by phone, fax, email (please don't send any credit card info via email), or regular mail. Even if you aren't ready to order, we would still enjoy visiting with you. After all, horses and tack are our lifestyle, and we enjoy talking about it!

Payment Methods (back to top)

Visa, Master card, American Express, Discover, money orders, cashiers checks and checks are accepted on mail order. If time is crucial, we highly recommend credit cards. When placing an order using a money order, cashiers check, or regular check, we must wait until we receive actual payment before shipping. In the case of a personal check, we must also wait 10 additional days extra to verify the check clearing your bank. Drivers license and two phone numbers must be on the check. Please note that we will ship your order after receiving your check or money order. Trailer payment is handled several different ways. We do offer several different financing sources , with approved credit. We also accept direct bank wires as well as checks and cashiers checks. Trailers must be funded in full and all checks must clear the account before we are allowed to let them leave our lot.

Passwords (back to top)

For your protection, we require a password for everyone that sets up an account with us. We suggest you use a word that is easy to remember because this will be required when you order with us again. We have also made it accessible to place an order as a guest. If you are wanting to use our guest option you will not have to set up a password account and can use the guest checkout option each time that you place your order with us. We will still need all of your information to complete your order except at this time you will not be asked to create a user name nor a password. As always feel free to email or call us at 1-800-749-0522 with any questions.

Easy Returns (back to top)

Returns and exchanges are no problem. Just download this Return & Exchange form and include it along with your order back to us. If we have a question about your return or exchange we will contact you at the phone number or email address that you provide us with on that form.

SATISFACTION GUARANTEED: We understand that sometimes you will receive items that just are not what you were expecting, maybe the shade of color is slightly different or it just does not quite fit you or your animal like you wanted....we want you to be 100% satisfied. So if you are not completely happy with any product you order from our business, simply return it in new condition within 30 days for replacement or refund. (Sorry, does not apply to software, videos, special orders, drop ships, and custom merchandise). You will be responsible for shipping on returned items. We recommend that you use UPS, Fed Ex, DHL, or Insured US Mail to assure your returns make it back to our warehouse. We will do our best to process your return quickly. Please allow 10-14 working days from the time that you send the returned item(s). Restocking fee may apply to items that show evidence of use.

SADDLE RETURN POLICY: If you are not completely satisfied with your purchase after it arrives, please feel free to ship it back to us. We just ask that you pay the freight back and that you have not ridden the new saddles or that the saddles come back to us in the same shape that they were sent to you in. We stress that a full refund can only be given if the saddle is absolutely clean and shows no evidence of use. Thank you for your help on this.

DAMAGES & SHORTAGES: Please contact us immediately after you have inspected the package so we can notify the delivery carrier to start a claim on your package. Damages and shortages must be reported within 72 hours.

Sales Tax (back to top)

The wonderful world of mail order-if you live outside of our state, Texas, we do not have to collect sales tax on your order. However, we are obligated to the state of Texas to collect sales tax (8.25%) on all orders that are billed with a Texas address. The only exceptions where we are allowed not to charge Texas sales tax to our Texas customers are if they are Ag or Ranch Exempt or if the products are purchased for resale purposes. To qualify for this tax exemption, please download and print out this Texas Sales Tax and Use Tax Exemption Certification, fill out completely, sign and then email or fax to us at 806-468-9131. Your order will still show sales tax but we will deduct it from your total before your order is finalized.

Privacy Policy (back to top)

It absolutely drives us crazy to end up on someone's mailing list, or an email list, that we know we didn't sign up for. In fact, we despise it!!! So with that in mind, we promise you that your personal information is never shared, sold, bartered, swapped, or given to ANYONE. No Way, No How!!!

Catalog Request (back to top)

The world (and our customers) have hit a new level of speed. Information can be sent to the other side of the globe in less than a second, products can reach that same place tomorrow. It is for this exact reason that we chose to quit printing catalogs in December of 2005 and put 100% of our efforts toward this web site. How does this affect you? Faster order processing and free UPS ground shipping across the United States. Thank you for visiting our site and please let us know how we can help you and your family.

A Final Note

We would like a chance to earn your business! If you have any questions or comments, please contact us today!!!