Frequently Asked Questions
How do I order products on the Website?
You can now purchase Bony Pony products on-line. The Bony Pony accepts American Express, Visa, MasterCard and Discover for payment for purchases made online. We understand your concerns regarding online security and customers credit card information is collected on a secure site. We share your concerns and therefore work hard with experts to maintain a highly secure ordering environment - so you can shop with confidence.
How do I change my order?
Orders placed over our website will be shipped within 24 hours if in stock. If you need to change your order please call 1-888-317-7513 to inquire. Please note that once the order has been shipped, changes cannot be made. You will have to return the product (customer pays shipping) and request an exchange. Please call us before sending product back to verify stock. No shipping will be refunded and shipping of the replacement item will be charged to original order credit card. (Customer pays shipping all ways.)
Please note: Clearance or “Special” items are NON-RETURNABLE. Sale is final on all sale items!
How much are shipping costs?
Shipping charges are based on the total value of your purchases, not including oversized items. The shipping charges for oversized items will be calculated based on the weight and dimensions of the box. Please refer to the shipping charges chart under customer service.
What about shipping delays?
The Bony Pony does not have control of shipping companies and therefore cannot control shipping delays. We will do our best to get your product shipped to you within 3 days with most of the orders going out within 24 hours. You will be emailed a shipping confirmation which will include a tracking number so you can go on-line and check the in-transit status.
When will my order be shipped?
Orders made up of in-stock items will be processed within 24 hours with the exception of 3pm Friday thru Sunday these orders will be processed Monday. We will do our best to fullfill all orders within 3 business days.
When will my card be charged?
In general the card is charged when the settlement is processed, which is within 24 hours after your order is placed. All orders will be charged to your card before any product is shipped.
Who do I contact with questions regarding my bill?
You can email any questions that you may have to email@example.com or call us toll-free at 1-888-317-7513. We will gladly take care of your questions.
Why am I being charged sales tax?
The government requires that The Bony Pony collect sales tax from our customers that ship items within Washington State. The rate charged is the sales tax rate of the packages destination.
What is The Bony Pony’s return policy?
If you are not completely satisfied with your purchase, you may return the unused product within 21 days of receipt (as indicated by UPS) for an exchange, store credit for a future purchase or refund of the purchase price of the merchandise. Returns will not be accepted after the 21-day limit. Items must be in NEW condition with tags and packaging in place. Used, abused or broken after use items will not be accepted. * Shipping charges will NOT be refunded. * The Bony Pony does NOT accept returns for clearance, closeout, customized or special order items. Also, we do not accept returns on books, feed supplements or wormer. All merchandise, including Horse Blankets must be in original packaging.
Can I return footwear?
Yes! Footwear is fully returnable. All we ask that you do not wear it outside, or damage it in any fashion. If you need to return your footwear for any reason, please re-box your boots carefully and then wrap the box in brown paper. Please do not stick shipping labels directly on to the box as we want to be able to send out the boots to another customer looking as fresh and nice as when you received them.
Because we want you to be absolutely satisfied with the footwear, here are some suggestions about trying them on, and some thoughts on fit:
•Please take the time to try them on and walk in them on a carpet inside the house.
• If your feet are prone to swell by the end of the day, then this would be a good time to try them on.
•All riding boots will slip at the heel until you have worn them for a while. This is to be expected and is not fault in the fit. Given a little time, your heel will mold the back of the boot to fit and the slipping will stop.
•You should be able to easily wiggle your toes and not feel the front of the boot with your toes. All oull on style cowboy boots should require a bit of pressure to put on as they are snug through the throat (this holds the boot on). Also, the ankle area will be loose with this type of boot. If you like a snug ankle, choose a lace up style.
•Trying tall boots on with a nylon boot sock or panty hose will help them slide on easier.
•Please do not put baby powder or boot stretch on your boots until you have decided to keep them, as this will make them non-returnable.
•Tall boots should be snug and look "too tall". This is because they will drop at the ankle over a period of time. So start 1-1.5 inches taller than you think you want them. Dress boots with a stiffened back used for dressage will not drop. Boots with zippers drop only about .5-.75 inches.
•You will need to use boot hooks to get tall boots on that do not have zippers. If you can just pull them on without using hooks, they are probably too big/wide. To get them off again, please have someone pull them off for you, or use a boot pull WITH CARE. Position the boot in the pull so that it cannot catch the sole of the boot and pull it off. Obviously, we cannot accept boots back that have had the soles pulled off in that fashion.
•Once you have worn footwear outside, they are not returnable.
What if the product is defective?
If a product breaks or becomes damaged during normal use and within a reasonable length of time (usually less than one year) because of a manufacturing defect, The Bony Pony will replace or refund the purchase price deeming the manufacturers decision. **Please note this may take 20-30 working days because we have to send the item back to the manufacturer for inspection and replacement/credit.** For your protection, we recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in case the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily though that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments. *Please call the store to get a return authorization number before returning product.* Please include a copy of your sales slip with your return and a brief note as to what you would like to do with your return.
How do I exchange an item?
Please call us toll-free at 1-888-317-7513 to verify that we have the item you would like to exchange with. Once that has been verified please use the above instructions and return the item. Please include a copy of your receipt, and a brief note as to what you would like to exchange the item for and whom you spoke with on the phone. Once received we will process your exchange in a timely manner. Please keep in mind that your card will be charged or credited with any difference in price and shipping to return the new item to you.
Who do I contact with questions regarding my return/exchange?
The quickest way to answer your question is to call our toll-free number and speak with one of our sales representatives at 1-888-317-7513. We are available 9am to 6pm PST Monday - Saturday and Noon to 5pm on Sunday. You may also email any questions that you may have to firstname.lastname@example.org
. Please keep in mind that we check our email periodically throughout the day (Monday through Friday) until 4 pm PST, any questions received after 4 pm will be answered the following day.
Can I try a saddle and return it?
We want your new saddle to work well for both you and your horse, so we have developed our Limited Saddle Trial Programs that let you try a saddle out before you commit to it. Our Limited Saddle Trial Program
allows you to check saddle fit on a saddle you have purchased, but does not allow you to ride extensively in the saddle. With our Limited Saddle Trial Program, you will be able to girth the saddle up and sit in it to check to see that it fits and is comfortable for both you and your horse. You will not, however, be able to ride around in it. You will need to care for the saddle extremely carefully, and follow our specific use instructions. If you do not, you will not be able to return the saddle and get a refund. Please read our instructions carefully before proceeding with the trial. The instructions will include how to send the saddle back to us, including getting an RMA number and how to package the saddle. Please refer to our Limited Saddle Trial Program under Customer Service.
What if I need a different size then what is included on-line or need something I don't see?
We have over 43,000 items in our retail store and cannot possibly include them all in our On-Line store. If there is something you need that you don't find in our On-Line store, please call us at 1-888-317-7513 or 360-424-3500. Chances are we may have it right in our store and can include it in your order or we will be happy to special order it for you if we don't. However, special orders of item we do not carry in our retail or on-line store will not be returnable.