Shipping & Returns

HOLIDAY SHIPPING 2024:

  • Domestic orders with standard shipping: order by 12pm PST December 6th

  • International orders: order by 12pm PST November 16th

Holiday delivery cannot be guaranteed for any order. We recommend you order at least 3 weeks in advance of any important date.

Pre-order items will delay the shipment of all items in your order. Standard items ordered with pre-ordered items will ship together.

The period between November 24th - January 2nd includes various holidays, and busy periods where both USPS and the Pony Club warehouse may experience delays. During our busy period, please allow an additional 5 business days for order processing, and an additional 2 days for USPS deliveries.

SHIPPING INFORMATION AND OPTIONS – US

Orders ship from Los Angeles, CA. Our current order processing time is approximately 3-5 business days (Monday-Friday) for in-stock merchandise.

We are unable to ship to P.O. Boxes. Please enter a physical address for shipping. We do not refund shipping costs for orders with invalid addresses / PO Boxes that are returned to us.

Note: Oversized items are subject to additional shipping/fees.

Pre-sale orders begin processing as soon as the item is in stock and fully received. 

International orders will be shipped via USPS Service and will be delivered by the destination country’s postal service. International delivery times average 10-20 business days once shipped (please allow up to 5 days for order processing before the item ships), but will depend on the destination country and can be delayed in customs. Depending on the destination country, orders could take up to 4-6 weeks. Please be aware that we are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local customs office regarding import laws in advance, before ordering, if you suspect that your country bans any products.

The customer is responsible for all shipping charges for any international orders that are refused upon delivery.

Please note that oversized items or items that are heavier in weight may be restricted to delivery to the Continental US only due to international carrier restrictions. We apologize for this inconvenience, and are hoping to offer expanded services in the near future.

We do not offer reshipment, replacements or exchanges for international orders.

International Shipping Duties and Taxes

Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes.

Per the terms of our return policy, please note that shipping arrangements and costs incurred to return items are the customer’s responsibility.

Lost Items

Please contact our Customer Service team immediately if your parcel does not receive an update in its tracking progress for a period of over 4 days. We can only issue replacements or refunds within 30 days of your purchase date.

Returns

Our returns policy lasts 30 days. You have 30 days from receipt of the item to alert us to any defects, damage or issue.

Once your return label is created, you have 15 days to return your item to us to be eligible for a refund or replacement.

Please contact info@ponyclub.co to receive a return number (RMA) and shipping label. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is lost by the postal service and returned more than 30 days after delivery.

We do not refund original shipping costs for items we provide a return shipping label for.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 10 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ponyclub.co.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ponyclub.co and send your item to:


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.