Frequently Asked Questions

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Order Status

  • How do I check the status of my order?

     
    What is happening with my order?
     
    To check the status of an order, login to your account and from the "My Account" page, select the "Check Your Order Status" link. Either press "Submit" to retrieve all orders, or use the bottom section of the page to select orders by time frame.
     
    For specific time frame requests, select the display type from the drop-down list. All the orders you have placed with us are listed. Click on the order number whose status you want to check. The order details are displayed along with the tracking numbers for the shipments made.
     
    Once your order has shipped, you can track it by logging on to your account.
     
    Remember, we can only track your order after it has been shipped. If you would like to find out the status of an order before it has shipped, please call us toll free at (877) 872-4415.


  • How do I cancel an order?

     
    I've changed my mind.  What do I do?
     
    Please review your sales order confirmation carefully.  If you notice an error, or change your mind after you place your order, please call Customer Service at (877) 872-4415 between 9am and 5pm EST . After hours, please contact customer service via e-mail at customerservice@equestriancollections.com.  
     
    Our goal is to fulfill your order as quickly as possible, and we process orders continuously throughout the day.    Whenever possible, we will always try to facilitate your requests. 


  • How do I correct an error on my order?

     
    Oops!  I made a mistake.  What do I do?
     
     If you've made an error on your order (an address typo, put the wrong size in your shopping cart, etc) just give us a call toll free at (877) 872-4415 between 9am and 5pm EST, Monday through Friday and we will correct the error for you.
     
    Be sure to call us as soon as possible because as we begin processing orders as soon as they come in. If your order has already shipped we may not be able to make the correction.
     
    We have a team of super-friendly horse people in our CustomerCare Department who will always do their absolute best to fix things up for you.


  • My order never arrived, what do I do?

    If every item in your order is in stock at the Equestrian Collections fulfillment center we ship within one business day.  If we are receiving your order from one of our partner warehouses, most items will arrive at EC within 5-7 days.  Please allow up to 15 days for orders to arrive at your address. If it’s been longer than 15 days, please contact our customer care specialists at customerservice@equestriancollections.com or call us at (877) 872-4415.

    International orders may take up to 21 days to arrive, depending on customs and local post office shipping delays. Please see our International Shipping / Customs Fees section for more information.

    Unless otherwise noted, please allow 10 to 21 business days for backordered items.  If your item has been backordered, you will receive an email informing you of the status of your order.

    Once your order has shipped, you will be able to track it and see if delivery attempts were made on the scheduled delivery day. Please make sure to check the order tracking page when your order ships to see if the package made it to your address. If you see that the package has been returned to us for any reason, or if it has gone back to the Post Office or other Carrier’s distribution center, either call the Carrier, or call us at (877) 872-4415.
     
    If you have any worries about your package, please call us toll free at (877) 872-4415 and speak with one of our customer care specialists.


 
 

For questions or assistance, call (877) 872-4415

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