Shipping Information

At Ovation Store, we understand that timing is everything in equestrian sports, which is why we ensure prompt and reliable delivery of your premium equestrian gear.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Timeframes

We offer two shipping options to accommodate your needs:

  • Standard Shipping (via DHL or FedEx):
    • Delivery within 10-15 business days after dispatch
    • Shipping fee: $12.95
  • Free Shipping (via EMS):
    • Available for orders over $50
    • Delivery within 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs processing. We serve most regions worldwide, excluding certain remote areas and specific Asian regions.

Returns & Exchanges Policy

We stand behind the quality of our premium equestrian equipment. If you’re not completely satisfied with your purchase, we’re here to help with a straightforward returns process.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return or exchange, your item must be:

  • In its original condition, unworn, and unwashed
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Grooming or Pest Control Supplies (opened or used products)
  • Bits (for obvious hygiene considerations)
  • Any items that have been used, damaged, or altered from their original condition

Return Process

Follow these simple steps to return or exchange an item:

  1. Submit Your Return Request
    Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Receive Return Authorization
    We will respond within 24 hours (on business days) with a Return Authorization Number and shipping instructions.
  3. Package and Ship Your Return
    Securely package the item(s) in their original packaging, include your Return Authorization Number visible on the outside, and ship to:

    Ovation Store Returns
    599 Michigan Avenue
    Pittsburgh, US 15222
  4. Processing Your Return
    Once we receive and inspect your return (typically within 3-5 business days of receipt), we will notify you of the approval or rejection of your refund or exchange.

Return Request Template

To expedite your return process, please use the following template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Ovation Store Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number] Order Date: [Date of Purchase] Items to Return/Exchange:
– [Product Name], [Size], [Color] – [Additional products if applicable]

Reason for Return/Exchange: [Please provide details]

I confirm that the item(s) are in original condition with tags attached and packaging intact.

Please provide instructions for returning the item(s).

Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Refunds and Exchanges

Refunds
Once your return is approved, we will initiate a refund to your original payment method. Please note:

  • Refund Timeline:
    • Credit Card Payments (Visa, MasterCard, JCB): 5-10 business days after approval
    • PayPal Payments: 3-5 business days after approval
  • Original shipping fees are non-refundable
  • For exchanges, we cover the cost of return shipping

Exchanges
We happily exchange items for a different size or color, subject to availability. If the item you wish to exchange for is out of stock, we will process a refund instead.

International Returns

As a global equestrian retailer, we accommodate international returns. Customers are responsible for return shipping costs and any applicable customs fees or import duties associated with the return.

Questions?

Our customer service team, dedicated to serving the equestrian community with the same precision we apply to our products, is here to assist you:

Email: [email protected]
Response Time: Within 24 hours on business days

Thank you for choosing Ovation Store for your equestrian journey. We appreciate the opportunity to serve riders who demand excellence, both in their gear and in their shopping experience.