Shipping Policy

Pony Wear ships to North America. Shipping costs will be calculated at checkout prior to payment.

Please ensure that the delivery address and recipient details listed in your order are accurate and complete. Pony Wear will not accept responsibility for late delivery, or non-delivery due to incomplete or incorrect details being provided.

International orders are subject to additional wait times due to processing customs information (such as EEIs via Fedex) at the time of order.

Please be aware of your own local laws! Pony Wear is not responsible for any loss due to confiscated packages by customs in your country. Prior to purchasing, please do your own research on customs, prohibited items, restrictions and limited delivery locations via your shipping method.

Also, international customers are responsible for all additional customs/brokerage charges. Please note that we cannot under declare the value of the packages or mark them as anything but merchandise. The value on customs forms will match the amount on your invoice.

Additionally, if items are returned to us because of lack of adherence to local laws or failure to pay additional customs fees, these fees will be deducted from your refund when applicable.

Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at  info@ponywear.ca. Please note that returns will need to be sent to the following address: 151-10090 152 St, Surrey, BC V3R 8X8 Canada

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@ponywear.ca.

Please note that once your order leaves our warehouse, we cannot change or modify your order. If you encounter any issues with your shipment such as delays, you should contact your shipping vendor directly. Unfortunately, we have absolutely no control over your package delivery once it's in the hands of shipping vendors and cannot guarantee delivery times.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 20 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 25 business days have passed since we’ve approved your return, please contact us at info@ponywear.ca.