RETURNS

Store Credit ONLY! Must meet the following! 
 RETURN POLICY
  • Time FrameItems purchased online can be returned for store credit ONLY. Returns must be received back to Turnback Pony within 14 days of the original purchase date. All sale merchandise is final sale. Shipping charges are non-refundable. We also offer repairs, email: kelsey@turnbackpony.com for any questions or concerns. 
  • Each package sent out has return instructions for a prepaid shipping label!! (As of August 27, 2019)

>>> RETURNS ARE PROCESSED ON FRIDAYS. PLEASE ALLOW A WEEK TO A WEEK AND A HALF FOR RETURNED ITEMS TO BE INSPECTED BEFORE BEING CREDITED <<<

 

THE FOLLOWING IS VERY IMPORTANT OR IT WILL DELAY THE PROCES!!

  • Please include your packing slip with your return. When returning an item with your packing slip, please mark the items you're returning and include the reason for return. If you no longer have your packing slip, please include a note with the following information:

Name, E-Mail, Order Number, Item(s) Description, Reason for Return. If you do not include one of these with your return, it will delay the process.

Any questions please email us kelsey@turnbackpony.com



  • My order is incorrect, or I'm missing an item.

If your order arrives and is incorrect, please contact us by email Kelsey@turnbackpony.com within 3 days of receiving your order. Be sure to include any information such as what is incorrect, what you should have received, your email and order number. We will do our best to fix the issue.

If you are missing an item, please check your email to be sure we haven't sent you an email stating an item was flawed or out of stock. If you have not received this and a refund, please email us to let us know about the missing item. Contact us Kelsey@turnbackpony.com. Please be sure to include what item is missing, your order number and email. 

 

  • My item arrived defective, now what?

If you believe that you have received a flawed or broken item, please contact us right away kelsey@turnbackpony.com (within 3 days of receiving your order). Send us a email with a photo of the flaw or break and your order number. If you do not contact us within 3 days of receiving the item we can only assume the damage is from wear.

 

  • I would like to exchange something, how do I do this?

We do not do exchanges. Due to the limited quantity of our merchandise we cannot guarantee that the item you want to exchange for will be available when we receive your return. We will not exchange an item for a different item. We strongly recommend that you place a new order for the item you are wanting in order to make sure you get it.