Returns & Refund Policies
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 Guarantee : 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, this does not apply to special orders, drop ships, and custom merchandise). You will be responsible for shipping costs 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). A restocking fee may apply to items that show evidence of use.
Saddle Return Policy: If you are not completely satisfied with your saddle purchase after it arrives, please feel free to ship it back to us (sorry, this policy does not apply to custom ordered saddles). Saddles must be returned to us within 14 days of when they were delivered to receive full credit. Any longer than 14 days a 25% restocking fee may be deducted from your refund. We just ask that you pay the shipping costs to get the saddle back to us, that you have not ridden the new saddles, and that the saddles come back to us in the same condition you received them. We stress that a full refund on a new saddle can only be given if the saddle is absolutely clean and shows no evidence of use. On "most" used saddles, we actually encourage you to ride them for several days and get a feel for them. Just be sure to return them clean and in the same condition you received them in if you decide it won't work for you. 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.
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 Guarantee : 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, this does not apply to special orders, drop ships, and custom merchandise). You will be responsible for shipping costs 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). A restocking fee may apply to items that show evidence of use.
Saddle Return Policy: If you are not completely satisfied with your saddle purchase after it arrives, please feel free to ship it back to us (sorry, this policy does not apply to custom ordered saddles). Saddles must be returned to us within 14 days of when they were delivered to receive full credit. Any longer than 14 days a 25% restocking fee may be deducted from your refund. We just ask that you pay the shipping costs to get the saddle back to us, that you have not ridden the new saddles, and that the saddles come back to us in the same condition you received them. We stress that a full refund on a new saddle can only be given if the saddle is absolutely clean and shows no evidence of use. On "most" used saddles, we actually encourage you to ride them for several days and get a feel for them. Just be sure to return them clean and in the same condition you received them in if you decide it won't work for you. 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.
Route Insurance: Shipping mishaps can happen, but with Route Insurance, you’re covered! From the moment your package leaves our warehouse to the second it arrives at your doorstep, Route ensures your order is protected against loss, theft, or damage. Here’s everything you need to know:
How Route Insurance Works:
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Add Route at Checkout
During checkout, you’ll see an option to add Route Insurance for a small fee based on your order total. Simply select it, and your purchase is protected. -
Real-Time Tracking
Route doesn’t just protect your package—it makes tracking it effortless! Use the Route app to monitor your shipment’s journey in real time, from warehouse to delivery. -
File a Claim, Hassle-Free
If something goes wrong—whether your package is lost, stolen, or arrives damaged—Route’s simple online claims process allows you to file in just minutes. Once approved, you’ll get a replacement or refund quickly, with no stress.
Why Add Route Insurance?
- Loss Protection: Your package is fully covered if it’s lost in transit.
- Theft Coverage: If your package is stolen after being delivered, Route ensures you’re not left empty-handed.
- Damage Guarantee: If your items arrive broken or damaged, Route will replace them or issue a refund.
- Real-Time Shipment Updates: Track your package step-by-step through the Route app.
- Quick Resolutions: Claims are resolved efficiently, often within 24–48 hours.
Common Questions About Route Insurance
- How much does it cost? The cost of Route Insurance is a small percentage of your order total and will be displayed at checkout.
- What do I need to file a claim? You’ll need your order details and any photos of damage or evidence if applicable. Filing a claim is simple and can be done online.
- How do I track my order? Download the Route app or click the tracking link in your email for real-time updates on your shipment.
Shop with confidence knowing that Route has your back if something goes wrong.