At Colt Step Stack Shop, we’re committed to delivering premium equestrian products worldwide with transparent shipping options and a customer-friendly returns process. Please review our policies below to ensure a seamless shopping experience.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
- Standard Shipping ($12.95):
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Includes tracking and insurance
- Free Shipping (Orders over $50):
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Basic tracking included
Please Note: We currently ship worldwide except to certain Asian countries and remote locations. Delivery times may vary due to customs processing in your country.
International Shipping Considerations
International customers are responsible for:
- Any applicable customs duties, taxes, or fees
- Providing accurate delivery address information
Returns & Exchanges
We stand behind the quality of our premium equestrian products. If you’re not completely satisfied, you may return most items within 15 days of delivery for a refund or exchange.
Return Conditions
To be eligible for return:
- Item must be unused and in original condition
- All original tags must be attached
- Must include original packaging
Non-Returnable Items
For safety and hygiene reasons, the following cannot be returned:
- Saddle pads (all types)
- Custom or monogrammed products
- Leather goods showing signs of use or wear
- Items not in original condition (tags removed, damaged packaging)
How to Initiate a Return or Exchange
Follow these simple steps:
- Contact Us within 15 days of receiving your order at [email protected] with:
- Your order number
- Item details
- Reason for return
- Preferred resolution (refund or exchange)
- Wait for Authorization – We’ll respond within 1-2 business days with return instructions and an RMA number.
- Package Securely – Use original packaging with all tags attached.
- Ship Your Return to: Colt Step Stack Shop Returns Department
2634 Driftwood Road
San Jose, US 95110
Important: We recommend using a trackable shipping method as we cannot be responsible for items lost in transit. Customers are responsible for return shipping costs unless the return is due to our error.
Refund Processing
Once we receive and inspect your return:
- Refunds are 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 the refund
Exchange Process
- Same Value Exchange: Follow standard return process and include a note specifying the replacement item
- Higher Value Exchange: Place a new order for the additional items
Damaged or Incorrect Items
If you receive a damaged or incorrect product:
- Contact us immediately at [email protected]
- Include photos of the issue
- We’ll arrange a replacement or refund and cover return shipping
Need Assistance?
Our dedicated Rider Support Team is happy to help with any shipping or returns questions. Contact us at [email protected] and we’ll respond within 1-2 business days.
Thank you for choosing Colt Step Stack Shop for your equestrian needs!