Please retain your receipt for all purchases. We will happily replace any faulty item or will give you equal value on another product if that is your wish. However, our Policy on all our Rugs is that other clients do not wish to purchase rugs that have been put on other horses. For this hygiene reason we ask you to choose your size very carefully before purchasing.
This includes any damage from the courier during delivery.
Please make sure the address you enter via the checkout process is CORRECT as we send our items to THAT ADDRESS and we are not liable or responsible if you made a mistake or do not inform us of any changes.
We do not ship any items unless you supply us with a contact phone number for the courier.
Dispatch of goods is during business hours from Monday – Friday.
The items will not be shipped until payment has been received in full.
Once payment is received we will send you an email informing you that your goods have been dispatched. If you request transit damage insurance then there is will be an extra cost within Australia only.
Equistore.com.au is at no time responsible for the items once they are shipped and in possession of the courier company. On the day of shipping you will be emailed your tracking number so YOU can track your item at all times. Even if you have purchased transit damage insurance. Any claims do not include further shipping and handling costs.
If an item arrives damaged you MUST mark the Proof of Delivery Docket as “DAMAGED GOODS” prior to signing.
“Insurance claims MUST be made within the first 24 hours after delivery. Failure to make a claim instantly will result in you forfeiting your right to make a claim. Original packaging MUST be kept, and digital photos need to be taken of the unopened package, the inside of the packaging and the damaged item itself.”
These rules are directly from the shipping company and are beyond our control. Items may get damaged in transit and this is not the responsibility of Elite Saddle Company. We only ship items in perfect working order from our warehouse.
In most cases you will receive your goods quickly but please allow up to 10 working days for them to arrive.
If you have not received your item after 5 working days, please contact us immediately so we can track your item and secure its location.
We will do everything we can to ensure the delivery of your item is prompt and in good condition. All packages leave our warehouse in perfect condition so if you choose not to get shipping insurance, we can ultimately not be held responsible for lost, stolen or damaged goods.