At Colt Step Stack Shop, we take as much care with your satisfaction as we do in selecting our premium equestrian products. If you’re not completely happy with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Promise

We stand behind the quality of our bits, bridles, saddles, and all riding equipment. If any item doesn’t meet your expectations, you may return it within 15 days of delivery for a refund or exchange, provided it meets the conditions below.

Important Notes:

  • All returned items must be in original, unused condition with tags attached and original packaging
  • For hygiene reasons, saddle pads and any leather goods showing signs of use cannot be returned
  • Custom or special-order items (including monogrammed products) are final sale

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our Rider Support Team within 15 days of receiving your order at [email protected] with your order number and details about the item you wish to return or exchange.
  2. Wait for authorization – We’ll respond within 1-2 business days with return instructions and an RMA number.
  3. Package your item securely in the original packaging with all tags attached.
  4. Ship your return to our San Jose facility using a trackable shipping method. The customer is responsible for return shipping costs unless the return is due to our error.

Return Shipping Information

Return Address:
Colt Step Stack Shop
Returns Department
2634 Driftwood Road
San Jose, US 95110

Important: We recommend using a trackable shipping service as we cannot be responsible for items lost in transit. Original shipping fees are non-refundable.

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow additional time for your bank or credit card company to process and post the refund

Exchanges

For exchanges of the same value:

  • Follow the standard return process above
  • Include a note specifying the item you’d like to exchange for
  • We’ll ship your new item once we receive the returned product

For exchanges of higher value, you’ll need to place a new order for the additional items.

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product received
  • We’ll arrange for a replacement or refund and cover return shipping costs

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Colt Step Stack Shop Team,

I would like to request a return/exchange for the following item from my order #[Your Order Number]:

Product Name: [Product Name]
Reason for Return: [Please specify: Wrong Size, Changed Mind, Damaged/Defective, etc.]
Preferred Resolution: [Refund / Exchange for [Product Name & Size]]

Please advise on next steps for processing this request.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]

Non-Returnable Items

For the safety and hygiene of all our customers, the following items cannot be returned:

  • Saddle pads (due to hygiene reasons)
  • Custom or monogrammed products
  • Any leather goods showing signs of use or wear
  • Items not in original condition, with tags removed, or damaged packaging

Still Have Questions?

Our dedicated rider-support team is here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.