When I try to checkout, my Shopping Cart shows as empty. What caused that?
Your cart's "session" information is stored in your web browser's cookies. Therefore you need to be able to accept cookies to place an order.
If you are using Firewall Software like 'Zone Lab's Zone Alarm' or 'Symantec's Norton Internet Security' or 'Symantec's Norton Personal Firewall', you will need to configure it to ALLOW "Private Headers" and ALLOW "Session Cookies". If you have your browser security level set to not accept cookies, you can manually add EquestrianCollections.com to your "accept" list. Here is how:
On the menu bar across the top click on TOOLS, then INTERNET OPTIONS Then click the PRIVACY tab. Towards the bottom you'll see an area labeled WEBSITES, click the EDIT button. Type in "EquestrianCollections.com" and hit ALLOW. Then hit EXIT to exit out of that small menu. Your browser will now be able to accept cookies from Equestrian Collections. Please close out of your browser completely and then try and place your order from scratch.
On the menu bar across the top click on TOOLS, then OPTIONS Then click the COOKIES area. Click on EXCEPTIONS Now enter "EquestrianCollections.com" and hit ALLOW. Then hit EXIT to exit out of that small menu. Your browser will now be able to accept cookies from Equestrian Collections. Please close out of your browser completely, and then try and place your order from scratch.
How long will it take for my order to arrive?
Many items that you see on Equestrian Collections are in stock and ready to ship within 24 hours. Because our complete inventory is well over 150,000 different products many of the items we offer for sale on our website are stored in locations around the US. When you place an order the items are ordered in from those warehouses, gathered together at the shipping warehouse, and then shipped to you. When you are shopping on the website you will see a ship-time estimate for each item listed right below the Add to Cart button. This ship-time estimate is the approximate number of business days it takes a particular item to arrive here at the shipping location. The overall ship time for your order is dictated by the item that arrives in our warehouse last. However, we will not hold your order for more than 5 business days.
We ship Monday to Friday from our shipping location in Hazleton, PA. Small orders weighing less than 2 lbs are sent via USPS Priority Mail. Larger Orders are sent Fedex Ground, FedEx SmartPost or FedEx Home Delivery. Orders ship to the East Coast generally take 1-5 business days, orders to the Mid-West and West Coast take 4-10 business days.
The 3-5 business day Premium Shipping surcharge, if chosen, does not speed up processing time of products to our warehouse. The surcharge only speeds up package time in transit to your home by FedEx or USPS Priority mail.
Currently we ship to CANADA twice a week. All packages ready for shipment before 2pm on those days are included in that week's shipment. After it leaves our building, eastern Canada arrives in about 4-6 business days while western Canada is about 6-10 business days.
All international orders are sent via the US Postal Service and take from 1-6 weeks.
What if I want to return an item?
You are welcome to return an item in new condition within 30 days from the date you purchased it. We will refund your purchase price less shipping by the same payment method with which you purchased it. We do not pay for return shipping.
Please make sure that you use proper packaging and purchase insurance at the Post Office for your own protection when returning an item to us. If the item is not received back or is received in non-sellable condition, we will not be able to issue a refund. Returns that are received after 30 days of purchase will be eligible for a store credit.
If you purchased this item from us on a site other than Equestrian Collections (such as eBay or Amazon) the terms and conditions of that website should be referenced.
What if I want to exchange the item?
You are welcome to return the item in new condition under our 30-Day Return Policy. We will refund your purchase price less shipping in the same . We will not pay for return shipping.
Please make sure that you use proper packaging and purchase insurance at the Post Office for your own protection when returning an item to us. If the item is not received back or is received in non-sellable condition, we will not be able to issue a refund. Returns that are received after 30 days of purchase will be eligible for a store credit. We will use the credit from your return towards your exchange.
If you purchased an item from us on a site other than EquestrianCollections.com (for example eBay or Amazon ) the terms and conditions of that website should be referenced.
Customer Service said they shipped my item, but I never got it in the mail, HELP!
Please wait a minimum of 2 weeks for orders sent to a US address, 3 weeks for Canadian order or 6 weeks for International orders before action is taken. You are, of course, welcome to contact Customer Service for additional assistance.
You sent my package to someone else!
We are so sorry if we made a mistake. Occasionally due to our large order volume we make a simple labeling error. We will gladly resend your product if you contact Customer Service explaining what happened and to whom the order should have gone. We know your order is extremely important to you and we make every effort to make sure that this never happens.
You sent me the wrong items, now what do I need to do?
We are sorry for this picking error. Please contact Customer Service tolll free and we will send out the correct product. We will arrange for the return of the incorrect items back to us at our cost.
Out of Stock Items on your Order
Occasionally we may run low on certain items due to delays from our suppliers or miscalculations of our stock, in this case a refund shall be issued for any item that cannot be shipped within 30 days. Exceptions can be made if the item will be available for shipment within a reasonable extension of 30 days or unless directed by you.
OTHER USEFUL TOPICS FROM THE EQUESTRIAN COLLECTIONS HELP DESK
Does your site securely accept credit cards, Paypal and Amazon Payments?
Yes, the page where you actually transmit your confidential credit card information is controlled by Authorize.net, one of the leading credit card merchant terminals on the net! Paypal.com also has the highest 128bit security and guarantees your transaction. Your information will be safe with us.
Can I add to an unpaid order after leaving the site?
Yes, make sure you remember your E-mail Address and Invoice Number and you can log in under the "My Account" link on the Equestrian Colections site and add to an order up to 10 days after you placed the original order.
An old Equestrian Collections order appears when I visit the site, I want to start over.
Go to "View Cart". About two thirds of the way down the page, there is a "clear cart" button that will remove all the items currently in your cart. Alternatively, please close all of your browser windows and revisit the site this should clear your browser memory of your cart items.
I can't find what I'm looking for!
First try using our search button located at the top of any of the Equestrian Collections website pages. If you still can't find the product you are interested in purchasing, please contact Customer Service. Your site search doesn't work! Some browsers may require that you hit the search button with your mouse instead of the Enter button on your key board, try this, it should work.
I'm not sure if I want to fill out your forms, will you sell my information?ABSOLUTELY NOT!
We keep information on file only for our own use and to help you keep your transaction history. It will not be used by anyone else but EquestrianCollections.com and its related companies.
I still have a question.
Contact us at Customer Service by phone, email or live chat.