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 * Order within 22 hrs 7 mins and have it by Wed, 2/22* in Plymouth, MA (edit)
   Ship speed applies to in stock items, pending location. Does not include
   personalized items like engraving, embroidery, SmartPaks, or PortionPaks.
   Complete details on our Shipping Policies page.
 * Free Shipping Every Day on AutoShip Supplements Over $40 & Orders Over $75


BREADCRUMB NAVIGATION

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RETURNS INFORMATION CENTER

 
RETURN CENTER TOPICS
 * 100% Happiness Guarantee
 * How to Make a Return
 * Free Returns on Sized Items
 * Special Instructions
 * Refunds and Account Credits
 * Exchanges
 * Frequently Asked Questions

Choose from: 100% Happiness Guarantee How to Make a Return Free Returns on Sized
Items Special Instructions Refunds and Account Credits Exchanges Frequently
Asked Questions


NEED HELP WITH YOUR RETURN OR EXCHANGE?

Call us 24/7: 1-800-461-8898
Contact Us

Some types of returns and exchanges are experiencing delays of up to 7 day(s).
For more information, please visit our COVID-19 FAQ & Resource Center.


100% HAPPINESS GUARANTEE

At SmartPak, your happiness is at the core of everything we do. As a company of
riders and horse owners, we put our products to the test in our barns and on our
horses, and back every order with our world-class customer service so that you
can shop with confidence. As part of our Happiness Guarantee, we promise you:

 * Expert advice from riders
 * Free shipping every day
 * Free return shipping on sized items
 * Hassle-free returns up to 365 days after purchase


NEED TO RETURN SOMETHING?

Our Online Returns Feature makes the process quick and easy! Here’s what you
need to know:

 * Items are eligible for return up to 365 days after purchase
   * Items returned within 60 days are eligible for a full refund, exchange, or
     account credit
   * Items returned within 61-365 days are eligible for an exchange or account
     credit
 * Items must be returned in like-new condition with the original packaging. We
   are unable to process a return on dirty, unwashed, or used items (for
   defective or warrantied items, please see special instructions below)
 * Final Sale items cannot be returned or exchanged
 * Supplement bags/buckets can only be returned if sealed & unopened. Custom,
   daily-dose SmartPaks cannot be returned
 * See special instructions below for further information on how to return
   select items, including warrantied or defective items, blankets, customized
   items, helmets, protective air vests, saddles, supplements, oversized items,
   and undergarments

Now that the fine print is out of the way, head over to your Order History Page.
Look up the item(s) in your order history and click on the "Return this item"
link. We'll ask you a few simple questions to help you complete your return.

If you need assistance with your return, please give us a call at
1-800-461-8898. This is recommended for more complicated returns – for example,
if your item is damaged, if you'd like to make an even exchange instead of a
return, or if you received an item as a gift.


FREE RETURNS ON SIZED ITEMS

As riders, we know that it can be tough to buy new tack or a pair of boots
without trying them on. That's why we moved the fitting room to your living room
(or barn). From breeches to blankets, if you or your horse can try it on, you
can return it, free! As long as you complete your return online or by phone
within 60 days of the purchase date and the item is in like-new condition with
the original packaging, you can return it, free. We'll provide you with a
SmartPak pre-paid return label. Some sized items are eligible for free returns
but may require special handling. Find out more in the section below.


SPECIAL INSTRUCTIONS

Blankets

If you're trying on a new blanket for fit, please keep the tags attached and use
a clean sheet underneath to keep the blanket in like-new condition in case you
need to return it.


For Ultimate turnout blankets and sheets covered by our 10-Year Indestructible
Guarantee, and Ultimate stable blankets and fly sheets covered by our 3-Year
Durability Guarantee:


 * If anything happens to them within their respective warranty lengths, we'll
   exchange it for a new one in the same size – no matter what! It’s that easy.
 * The guarantee does not cover blankets that have embroidery stitched anywhere
   other than the surcingle straps, as it compromises the integrity of the
   blanket.
 * If it is eligible under our Guarantee, contact our Customer Care Team to
   initiate getting a replacement!



Used blankets that are being returned due to damage or defect must be washed
before being returned. We cannot process returns on unwashed blankets. Have
questions about returning your blanket? Our Customer Care Team is just a call,
click, or text away!



Customized Items

Items that are personalized with embroidery or engraving are eligible for a full
refund or exchange. These items need to be in like-new condition with tags and
packaging intact, unless there's a defect. For defective returns, items need to
be washed/cleaned before being returned. We cannot process returns on soiled
items.

Damaged/Defective/Warrantied Items

Please contact our Customer Care Team to initiate a return or exchange on
damaged, defective, or warrantied items.

Dog Food & Dog Supplements

Dog food and supplements may be returned as long as the original packaging seals
aren't broken. Return shipping fees will be deducted from your refund or account
credit amount.

Due to their customization, PortionPaks and canine SmartPaks may not be returned
once they've left our warehouse. If you have unwanted PortionPaks or canine
SmartPaks, please consider donating them to a local rescue – they appreciate
donations and we thank you for helping support dogs in need!

Helmets

New helmets may be tried on for size and returned or exchanged as long as the
original tags and packaging are intact.

Had a fall? Some helmet manufacturers offer accident replacement programs.
Please contact our Customer Care Team to see if your helmet is eligible.

Horse Supplements

Horse supplements in buckets or bags may be returned as long as the original
packaging seals aren't broken. Return shipping fees will be deducted from your
refund or account credit amount.

Due to their customization, daily-dose SmartPaks may not be returned once
they've left our warehouse. However, when you feed our SmartSupplements in
SmartPaks, you’re covered by our Guaranteed To Work program! If you don’t see
results in two months contact our Customer Care Team and we’ll give you your
money back. If you have unwanted SmartPaks, please consider donating them to a
local rescue – they appreciate donations and we thank you for helping support
horses in need!

Oversized Items

Is your item too big for the UPS driver to pick up? (think jump sets, tack
trunks, arena groomers). Contact our experts and we'll help you with any large
product returns.

Protective Air Vests

Before returning your protective air vest, please remove the compressed air
canister. Do not return the air canister as most shipping companies require
special handling for safety reasons.

Saddles

Saddles are a big investment. That's why we're proud to offer the SmartPak Test
Ride Program. We offer a Test Ride option for most saddles that we carry so that
new saddles remain brand new for purchase.

Here's how the program works:

 * New saddles (any saddle not purchased in a “Test Ride Saddle” size) may be
   eligible for free returns but must be in like-new condition with tags
   attached, free from any marks or damage, and your return must be completed
   online or by phone within 60 days of purchase date.
 * Test Ride Saddles may be kept for up to 5 business days to make sure you like
   the fit and feel. If you love the test ride saddle, keep it and enjoy your
   new ride! Prefer a brand-new saddle? Give us a call to confirm availability
   and we'll help you exchange the test ride for a new saddle. Not the right
   saddle for you? Use our Online Returns system to return your test ride
   saddle, or call for saddle shopping advice and return assistance.



Undergarments

Health regulations require that undergarments (including bras) need to be in new
condition with tags and packaging intact in order to be returned.


REFUNDS AND ACCOUNT CREDITS

For items returned within 60 days of purchase, you'll have a choice between
receiving a refund or an account credit.

Items returned 61-365 days after the original purchase date will only be
eligible for an account credit.

After the carrier scans the return shipping label for the box(es) containing
your item(s) sent back for return, please check each returned item in your order
history for updates on the status of that item. Some items may qualify for
earlier reimbursement, which is why for boxes containing multiple items, you
might experience partial reimbursements while the team processes each item.

Timing:

 * Refunds: After your return has been processed, refunds will only be issued to
   the original payment method(s) and may take 3-5 days to post to your bank or
   PayPal account.
 * Account credits: will be issued as soon as the return has been processed and
   will automatically apply to your next order.

Please note, we can only refund the original purchase price. Non-refundable fees
include:

 * Fulfillment surcharge (all orders)
 * Return shipping fee (for non-sized items only)


EXCHANGES

Need to exchange an item?

If the item you wish to exchange was purchased within 60 days, follow these
steps to get your new item as fast as possible:

 1. Use our website to place an order for the item and pay for it as you
    normally would
 2. Use our Online Returns feature in your order history to return the item you
    don't want (it must be in like-new condition and in its original packaging)
 3. Your returned item will be refunded as soon as it is received and processed
    by our returns facility

Prefer an even exchange, have a problem with an item, or the item was purchased
61-365 days ago? Contact our Customer Care Team and we'll review your order and
help set up an exchange.

If you received a discount on the item that you'd like to exchange, please call
1-800-461-8898 to proceed with your exchange.


FINAL SALE ITEMS

In order to bring you the best deals possible, some of our items are designated
as Final Sale. These items are not eligible for return or exchange. Final Sale
items will be marked as such on their product pages and throughout the checkout
process, so make sure to triple check that you have selected the right options
before hitting the submit order button!


FREQUENTLY ASKED QUESTIONS

How do I cancel an order I've just placed?

Once you submit your order, your order begins processing and cannot be changed
or cancelled. After you've received your order and you decide you want to return
it, please follow our instructions on How to Return an Item.

What qualifies for free return shipping?

If you or your horse can try it on, you can return it, free! That includes
blankets, breeches, tack, boots, and more. When you complete your return online
or by phone within 60 days of the purchase date, we'll provide you with a
SmartPak pre-paid return label. Just make sure that the item is returned in
like-new condition with the original packaging and you’re good to go!

Can I return or exchange a Final Sale item?

Unfortunately, no. Final Sale items are not eligible for return or exchange.

How long does it take for returns to be processed?

The speed of processing your return depends on the type of item and the return
shipping method.

Choosing SmartPak's return shipping label means that many items may be eligible
for an instant reimbursement after your package is scanned by the return
shipper. Please note that if an item that received an instant reimbursement is
returned in a condition other than as stated, you will be recharged in full for
the item. Some items need to be reviewed in person by our returns team and your
credit will be processed within 7 day(s) of us receiving, reviewing and
processing your return package, depending on the time of year. You'll be able to
find out the status of your return by visiting your order history on the
website, and also from a series of emails which we'll send to keep you updated.

If you choose a different shipping method other than the one that SmartPak
provides - our Returns Team will process the credit within 7 day(s) of us
receiving, reviewing and processing your return package, depending on the time
of year.

Please save your tracking number and receipt of shipping paperwork to help you
track the shipping status of your item(s). You'll receive a confirmation email
once we complete your return.

How long does it take for exchanges to be processed?

To get your new item as fast as possible, we recommend purchasing the new item
first, then returning the one you originally ordered. This way, your returned
item may qualify for instant reimbursement, otherwise you’ll receive your refund
as soon as the item is received and processed by our returns facility.

An even exchange (where you need to wait for the returned item to be processed
before receiving the new item) may take up to 7 day(s) to process and complete.

How can I check the status of my return?

Go to your order history page at www.SmartPak.com/YourOrders for the most up-to
date information on your return. You'll see a status update next to the item(s)
that you're returning.

Check your email! We'll send you confirmation emails to keep you updated along
the way.


NEED HELP WITH YOUR RETURN OR EXCHANGE?

 * Call us 24/7: 1-800-461-8898
 * Contact Us

Policy Updated: October 21, 2020
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