At Farm Housse, we believe that trust, precision, and reliability form the foundation of every great partnership—between rider and horse, and between you and us. Our shipping and returns policies are crafted with the same dedication, ensuring your experience is as smooth and dependable as your ride.

Shipping Policy: Delivering Excellence to Your Stable

We are committed to getting your carefully curated equestrian gear to you efficiently and securely, no matter where your journey takes you.

Order Processing & Delivery Timelines

  • Order Processing: All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking details once your order ships.
  • Shipping Methods & Delivery Times:
    • Standard Shipping: $12.95 via DHL or FedEx. Delivery within 10-15 business days after shipment.
    • Free Shipping: Available on orders over $50 via EMS. Delivery within 15-25 business days after shipment.

Please Note: We ship globally, with the exception of some remote regions and parts of Asia. Delivery times are estimates and may be affected by customs clearance. Any applicable duties or taxes are the responsibility of the recipient.

Returns & Exchanges Policy: Our Commitment to Your Satisfaction

Your complete satisfaction with your All Purpose & Endurance Saddle, Dressage Bridle, Breeches, Helmet, or any item from our collections is our priority. If something isn’t perfect, we’re here to help.

Policy at a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, with all tags and protective covers (e.g., for Helmets, Saddles, Boots) intact.
  • Process: Returns must be authorized by our customer care team. Unauthorized returns sent to our Louisville address cannot be accepted.
  • Refunds: Issued to the original payment method within 10 business days of us receiving and inspecting the return.
  • Exchanges: Subject to availability. For the fastest service, we recommend initiating a return and placing a new order.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the error is ours.

Step-by-Step Return & Exchange Process

  1. Initiate Your Request (Within 15 Days)
    Email our customer care team at [email protected] with the subject: “Return/Exchange Request – Order #[Your Order Number]”. Use the template provided below to ensure we have all necessary details.
  2. Await Authorization & Instructions
    Our equestrian-savvy team will review your request within 1-2 business days and provide a Return Merchandise Authorization (RMA) number and precise return instructions. Returns sent to Farm Housse Returns, 908 Lodge Hill Road, Louisville, US 40223 without an RMA number cannot be processed.
  3. Ship Your Return Securely
    Pack the item(s) securely in their original packaging. Clearly mark the RMA number on the outside of the box. Ship via a trackable service (we recommend DHL, FedEx, or EMS). You are responsible for return shipping costs and any customs duties. We cannot be liable for items lost without a tracking number.
  4. Refund or Exchange Processing
    Once we receive and inspect your return (3-5 business days after arrival):
    • Refunds: We will initiate a refund to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow up to 10 business days for the refund to be fully processed and appear in your account, depending on your financial institution.
    • Exchanges: If the requested item is in stock, we will ship it via your chosen method. If out of stock, we will process a refund and notify you immediately.

Non-Returnable Items

For the safety and hygiene of our entire equestrian community, we cannot accept returns on the following products, unless they are faulty or we sent the incorrect item:

  • Custom Bits: As they are made specifically to your specifications.
  • Baselayers & Children’s Tops/Show Shirts: Due to intimate apparel hygiene standards.
  • Bell Boots & Breastplates & Attachments that show signs of use or have been removed from original packaging in an irreversible way.
  • Any item that has been used, fitted on a horse, altered, or is not in a resalable condition.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item (e.g., a wrong Saddle Bag or Bit Accessory), please contact us immediately at [email protected] within 48 hours of delivery. We will cover all return shipping costs and expedite a replacement or full refund at no cost to you. Please include photographs of the product and packaging.

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Farm Housse Customer Care Team,

I would like to request a return/exchange for my recent order.

Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order]
Item(s) for Return/Exchange:
– Product Name: [e.g., Dressage Saddle Pad, Size/Color] – SKU/Item Code: [If available] – Reason for Return/Exchange: [e.g., Incorrect size, Item not as described]
Requested Action:
[ ] Refund to original payment method
[ ] Exchange for: [Specify product, size, color if different]
I confirm that the item(s) are unused, in their original packaging, with all tags attached.

Thank you for your assistance.

Best regards,
[Your Name]

Questions? We’re Here to Help

Your satisfaction is our priority. For any questions regarding shipping, returns, exchanges, or your order, please reach out. We handle your requests with the same care we apply to curating our Danny & Ron’s Rescue Collection and every Close Contact Saddle in our stable.

Email: [email protected]
Mailing Address: Farm Housse, 908 Lodge Hill Road, Louisville, US 40223

We aim to respond to all inquiries within 1-2 business days.

Thank you for trusting Farm Housse with your equestrian needs. We are committed to ensuring every aspect of your experience with us reflects the quality, integrity, and passion of the ride.

Happy Riding,
The Farm Housse Team