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FAQ

Shipping:

Where do you ship from?
-We ship from Los Angeles, CA
 
What types of shipping methods do you offer? 
-We typically ship USPS, UPS or for International we offer DHL as well.
 
When do you ship? How long does it take?
-We typically ship between 24 hours of the order on business days. Depending on where you live, the shipping can take 3-7 business days. You will be provided with tracking information once the item ships.
 
What should I do if I do not receive my order?
-If your order is taking longer than expected to arrive, please track the shipment using the tracking information provided and contact the carrier directly. If there is anything we can do on our end to help you find your order, feel free to reach out to us. We are not liable for lost or stolen items. 
 

Custom Orders:

Can I return a custom order?
-Custom or special order items are not eligible for return. 
 
What if the item does not fit?
-If you provide us with measurements for a custom item, and the item does not fit due to the measurements provided being incorrect, we are happy to work with you to make your custom item fit - however a 50% fee of the item cost will apply.
 
How long do custom items take to make?
-Browbands: If we have the browband channel and crystals already in-stock then it takes about 2-3 days to make. Otherwise it can take anywhere from 2-4 weeks. 
 
-Bridles: 4-8 weeks
 
-Boots:  4-8 weeks 
 
Can I get my custom item sooner?
-Yes, most of the time. We can definitely rush items or put in a request and are happy to do so to get you whatever you need in time for your show. Please let us know if any custom items need to be rushed. Most items take 4 weeks at most, but we are happy to rush items as needed.
 

Refunds / Exchanges: 

My item is defective, what do I do? 
-Please reach out at info@shophalterego.com and let us know what is defective with your product, and if possible please include photos. Our team will get the fixed for you immediately! 
 
Do I have to pay to return my item? 
-Yes, unless otherwise approved by our staff, then we will provide you with a label. 
 
How do I qualify for a refund?
-Halter Ego will accept unworn merchandise with the tags still attached (if applicable) and in original packaging within 14 days of the received date for a full credit or refund.
 
What happens if I miss the 14 day days to return?
-Items returned after 14 days, and within 30 days of purchase, will be eligible for store credit equal to the value of the original purchase. Store credit must be used within 1 year of the date granted.
 
How do I return?
If you would like to return an item, please fill out our Return Form and include it with your order. You may ship your package to:
Returns – Halter Ego
77 Buckskin Rd
Bell Canyon, CA 91307
 
When will I receive my refund?
-Once your return is received and processed, you will receive a Refund Notification via email and the order amount will be refunded in the original form of payment. Please allow 10-14 business days for your refund to post
 
Please Note: We cannot issue credit, refund your purchase, or ship replacement items until returned item(s) have been received and examined.  If a replacement is needed by a certain date, please contact us to process a new order to ensure that your replacement arrives on time.
 
*All returns are subject to review and will only be accepted if the item is in as-new condition, and within our maximum 30 day return/exchange period.*
 
Is there a restocking fee? 
If the item(s) are not returned in their original condition, or otherwise agreed upon in writing, a return, refund or exchange may be declined, or the refund/credit may be subject to a restocking fee when refunding/crediting the order. This charge is at our discretion but is usually 15% of the item price. 
Can I return an item I purchased on sale?
All sale items, sample sale items, or storewide promotions are final sale. 
.

Other: 

Do you sponsor riders? 
-Yes, please reach out to info@shophalterego.com if you have any questions on how to apply.
 
Do you attend any local horse shows, or have ambassadors to shop with in my area?
-We sure do, please reach out to us info@shophaltergo.com to see where will be next, or let us know the city you are in and we can let you know which reps are available to your area. 

 

Please refer to our Return Policy for more information, if you have any other questions please feel free to reach out to us. 

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