Tack shop policies:
ONLINE ORDERS: Online orders can be placed using our secure online shopping cart system. We accept Mastercard, Visa, American Express and Discover cards. PLEASE NOTE: Credit cards are automatically charged upon placement of your order on this website.
SHIPPING AND DELIVERIES Please see individual product information pages for estimated shipping time. Some of the products we sell may be shipped directly from our distributors. If you order more than one item you may receive your order in separate deliveries.
ORDER STATUS: Most orders are shipped from the manufacturer and we cannot give you status until it has been 10 business days. For order status please contact us via e-mail if it has been more than 10 business days.
REFUND / RETURN POLICY – VERY IMPORTANT TO READ: Returns for other than damaged merchandise are solely at the discretion of Trish Franks Riding School LLC. If you received your product and it is not exactly what you ordered, or your product arrived damaged, we are here to help you. We understand that there will be instances where you may need to return or exchange a product for various reasons.
In the event that you do need to return or exchange a product please read the below information regarding our return or exchange process and policies. Returns MUST be requested within 10 days of receipt of merchandise. Returns require a return authorization number from Trish Franks Riding School LLC. Please email firstname.lastname@example.org to request approval of a return and a return authorization number and return address for your package. Return authorization numbers and instructions are only provided via email or mail. Packages returned without an authorization number will not be accepted and will be returned to the shipper.
Except in the case of damaged merchandise, the customer will be responsible for shipping the returned merchandise to the destination specified by Trish Franks Riding School LLC.
Additionally, the actual shipping costs associated with shipping the merchandise to the customer will be deducted in determining the refund amount. PLEASE NOTE that in some cases free or reduced shipping is charged at the time of ordering; however, actual shipping charges will be used in determining the refund amount. Restocking fees apply.
Since colors viewed on the internet are based on individual monitor settings, a return due to color variance is NOT considered a return of damaged or defective merchandise. The customer will be responsible for shipping costs and any restocking fees as noted above.
Damaged / Defective merchandise: Trish Franks Riding School LLC must be notified IN WRITING within 5 business days for any damaged or defective merchandise received. ALL SHIPPING BOXES AND PACKING MUST BE RETAINED TO DETERMINE RESPONSIBILITY FOR THE DAMAGE!
Return authorization for damaged or defective merchandise after 5 business days will be at the discretion of Trish Franks Riding School LLC.
Did your order arrive damaged? If your order shipped via UPS, or FedEx and it arrived damaged please notify us within 10 business days. Please be prepared to provide pictures of the damaged product. If your order shipped via truck freight or white glove delivery, please examine the product prior to signing for it. Then, take one of the following two actions; If there appears to be slight damage to the product, please write damaged on the bill of lading. Then, please notify us of the slightly damaged product. If the product is extremely damaged, please refuse the delivery and notify us as soon as possible.
Is there a problem with your order that does not have to do with damage? We must respect the individual suppliers policies and we will contact them to see if they will accept returns or exchanges of your product within 15 days of the product shipping from the warehouse. If you choose to exchange or return a product please follow the below steps. Email or call us with your order number, name, full contact details, and the model number and quantity of the product you would like to exchange or return. We will then contact the supplier and if they agree to the return, issue you an RA number for the return of the product and provide you with a return address. An exchange or return will not be accepted without an RA number. Once the product has been sent back, please provide us with the tracking details of the shipment.
There will be a 20% restocking fee, and you will be responsible for the return shipping and handling for exchanges or returns that do not fall under any error of Trish Franks Riding School LLC. All original packaging must be intact, otherwise additional charges may apply.
Not all products can be exchanged or returned. Please contact us if you have a question of whether or not your product can be exchanged or returned.
What if you place an order and would like to cancel it? If you have placed an order and decided that you would like to cancel the order, we will accept your cancellation, unless the order has already shipped. If the order has been shipped we will be unable to cancel the order, and you will need to follow the above steps for a return or exchange.
Riding Lesson Policies (please read)
All Make Up Lessons Must Be Made Up With In 30 Days Of The Cancelled Class
We have provided for your convenience a list of phone numbers and duties of our professionals. Because we love our busy horse jobs and are usually in a lesson or on a horse, (or a meeting), the most effective way that I personally have come to find very effective is to text first, identify yourself and a short message. If urgent, state urgency and we will call you right back. If not urgent we will return the call at our first opportunity.
Communication (go to contact page of website for full list of lesson & barn contacts) with our families is important and necessary because we have many moving parts. A couple of suggestions: Some of us field calls more than others. Some of our professionals have other professions and can’t be immediately available. Please be respectful of the time of your voice calls or text after hours, we do try to have some normality in our lives. We respect Sundays as intended to be our day of rest, however it is occasionally needed to schedule make-up lessons and this is entirely up to your instructor and yourself. Everyone on our coaching team check emails regularly and some return emails late at night. However if you have a concern that needs addressing, you call us right away. My phone is available for emergency of student or horse 24/7.
Cancellation of Lessons: Do not leave class cancellation notices on email unless it is in advance. If you are canceling for that day we might not have the opportunity to get that message therefore everything is ready for your lesson and you aren’t able to make it. We require in writing (email) or text your cancellation. WE DO ABIDE BY OUR CANCELLATION NOTICE.
First Time Students (non Toddler): We require a 4 class minimum for new students. This helps us eliminate non serious riders from taking a class because they have a free afternoon. First classes are for evaluation, finding the best teacher and horse for the new student and thats best done over a few sessions.
Scheduling: Our liaisons of both locations will contact you and assign and recommend the instructor that best fits your needs. At that time your instructor will contact you to schedule. Any changes in schedule should be done directly with the instructor and if a makeup is needed it will be arranged through your instructor as well. On occasion we as instructors get ill or have some last minute incident that can’t be helped but we will always make sure that you are scheduled with a substitute or a makeup. Our substitute instructors would be another coach on our team.