Frequently Asked Questions

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Order Status: 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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