We do not ship on weekends. The shipping center is closed on weekends.
We ship through the USPS & UPS. Please allow up to 10 days.
All orders are shipped with tracking which is e-mailed to the e-mail you provide at checkout. You can track your packages at www.usps.com or ups.com
Shipping charges are nonrefundable
All shipping options include a confirmation tracking email
IMPORTANT: the USPS website does NOT update their tracking until the package has arrived to the destination sorting facility. This doesn’t mean that Turnback Pony did not ship an item on time - USPS simply doesn’t have a true tracking system to show you the progress of a package.
If your item is returned because it was sent to the wrong address or undeliverable, it is not Turnback Pony's responsibility to pay shipping to resend it. If your address is wrong, package gets lost, or delivered to the wrong address, please understand that TURNBACK PONY cannot be held responsible.
Defective Items: if you believe you received a defective item you must notify us by facebook message within three days of the delivery confirmation date, otherwise it is considered wear and tear. No exceptions.
Refund Type: Store credit will be issued to the customer account.
If we accept your defective item.
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.
If you have any questions regarding our return policy please feel free to contact us through our email email@example.com
Incorrect or Missing Items: If you received your order and there is an item missing OR you received the incorrect item, you must inform us within 4 days of receiving your order.
WE DO NOT DO EXCHANGES, IF YOU NEED A DIFFERENT SIZE OR A DIFFERENT ITEM; PLEASE PLACE A NEW ORDER.