It is our mission to ensure that your AllensPonyExpress.com shopping experience is simple and enjoyable. We appreciate your business and strive to be of the best service to you as we can.
30-Day Return Policy
If you are not completely satisfied with an item, you may return it within 30 days from the date received. Please note - item(s) must be new, unused, in original condition and box, including all parts, accessories, and packaging.
You must call us at 1.618.273.3101 to obtain a Return Authorization Number (RA#) and shipping instructions. Include a copy of the original invoice with your return and write your RA# visibly on the outside of the shipping package and on the packing slip. Please tell us why you are returning our product, so that we can continue to improve our service. Returns that are shipped without a Return Authorization Number (RA#) may have processing delays of up to 45 days and will be charged a 10% processing fee. There will be a 20% restock fee for any items returned dirty, traces of animal hair, missing parts or packaging, or if the product is deemed unsellable.
Address for returns is 3070 Goshen Trail Rd, Eldorado, IL 62930
Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.) For your protection, we encourage you to send your return prepaid via UPS or FedEx. We do not accept COD. Save your shipping receipt and tracking number for proof of return delivery. We are not responsible for return packages that are lost or damaged by the return shipping company.
When requesting a refund, your original credit card will be credited once your return is processed. If you paid by check, your account will be credited. If using a prepaid gift card such as Visa, Mastercard, or American Express, please retain to ensure proper credit. When exchanging an item, you will see a credit to your original pay method for the returned item and a charge for the new item, plus shipping and handling.
Bits that have been placed in a horse’s mouth may not be returned due to health concerns and some state laws. We recommend comparing the newly purchased bit to a bit already in use for fit. Call for tips on selecting the right size.
Missing, Damaged, Defective or Incorrect Item Sent Return Policy
If an item is missing, damaged, defective, or incorrect, you must contact us by phone or email within 5 days upon receipt of the package so that our customer care specialists can explain what steps need to be taken. After 5 days, you must contact the manufacturer about defective or damaged merchandise.
At Allen’s Pony Express, we are committed to providing you with competitive prices. Due to market changes, prices are subject to change without notice. Some products will be excluded from discounts due to manufacturer guidelines. All item(s) sold with a quantity discount and returned may be charged at the original sale price, if item(s) purchased fail to qualify for the quantity discount. If you have any questions, please call 618.273.3101. We are not responsible for typographical errors or omissions. Due to circumstances beyond our control, all products may not be available all the time.
We never make our mailing list of names and addresses available to any other companies.
Returns are currently taking longer to process due to slower than normal transit times in packages returning to our facility due to less trucks, less workers at UPS and USPS. We apologize for the inconvenience.
Items may be subject to a 10% handling and restocking fee. Due to safety standards and other regulations, we cannot accept returns for the following categories: Books, Bits, Undergarments, Food Items, Special Orders (non-stock or large quantities of in-stock items), Discontinued Items, and other select products. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.)