Frequently Asked Questions
What if my item is defective or it breaks while still in warranty?
Defective items can be returned to the store within ten business days of purchase. After that, usually the item must be returned to the manufacturer. Please contact us by phone or e-mail to discuss the problem and we will try to help you make a claim with the manufacturer. If you need help with a guaranteed/manufacturer warrantied item, such as a saddle tree or a halter, read the instructions on the tag or the manufacturers' website, if it says "return to the store where you purchased it" bring it in or mail it to us and we will work with the manufacturer to replace or repair your item (at the manufacturers discretion.)
Please understand, we always do whatever we can to help all of our customers with their claims, but manufacturers' warranties or guarantees never cover misused or abused items, or items used for other activities than they were intended. The manufacturer will deny your claim in these cases, and Darkhorse Saddlery or it's owners/management/affiliates will not be held liable for the repair or replacement of these misused items under any circumstances.
Why did the price change on the item I wanted to buy?
Due to market volatility, or changes in our costs, our prices are subject to change without notice. Some products must be excluded from sales or discounts due to manufacturer guidelines. We are not responsible for typographical errors or omissions, and we reserve the right to change any price we find that is incorrect on our site. Other online sites condition customers to wait for "sales" to get a good price, we offer our best price everyday, so that you can buy with confidence. Our prices never go down a week after your purchase, they are always as low as possible at Darkhorse Saddlery! If we get a deal, you get a deal!
Do You "Price Match?"
If another online retailer beats our advertised price; on the identical item (including variables, such as our/their shipping costs or FOB charges) we will meet that price provided the retailer is an actual equine retailer. We do not match "going out of business" prices, prices from online "rummage sales," "clearance" prices, or prices set lower than manufacturers allow on certain price locked items. We must charge tax to Michigan residents by law, and we cannot adjust prices to exclude that tax. We can accept as payment, physical gift cards (not gift codes) from online retailers: Schneiders and Jeffers. Gift cards are subject to verification.
What if I used an item and I don't like it, can I still return it?
We cannot accept returns on any used or even slightly used items in these categories: bits, saddlepads, girths, blankets, riding helmets, boots, clothing, undergarments, food items/edible items, supplements, de-wormer, and personalized items.
We do accept used headstalls and saddles back as a trade in towards a different (in stock) saddle purchased, (any amount remaining when purchasing a lesser priced saddle or headstall will be received in store credit only.)
We also accept consignments of used saddles, we charge 15% only if the item sells, there is no fee if the item does not sell. Shipping costs or delivery (to our retail storefront) are the responsibility of the customer. You will be mailed a contract when you request one, or when we receive your saddle, whichever comes first.
We purchase used DVDS, Books & Video Games at approximately 25% of their current value, depending on their condition. Original boxes and liners must be intact. We do not accept unplayable disks.
Shipping/delivery charges (to our retail location) are the responsibility of the customer. For items with very minor blemishes or missing tags such as headstalls, saddles and stirrups, there will generally be a restocking or resale fee on the item (usually 25% to 50%) depending on it's condition when we receive it.
Please call or email us to negotiate your return (or check with us first) before sending used items back to the store. Customers selling stolen property or initiating chargebacks on goods actually received, and/or non-returnable under our policy, will be prosecuted for fraud.
What if I received the wrong item?
The owner of Darkhorse Saddlery personally oversees the packing of every item sent. Great care is taken to prevent errors and inconveniences to the customer. In the rare occurrence that a wrong item is received, we will ship (without additional charge) a new item upon receipt of the incorrect item. We will also refund your return shipping fees on the incorrect item at the same time. If the error is determined to be yours and not ours, we will gladly exchange your item, but return shipping must be paid by the customer.
What if I didn't receive an item I paid for?
If an item is missing from your order, damaged, defective or incorrect, you must contact us by phone or email within 5 days of receiving the item/package so that our customer care specialist can explain what steps need to be taken to resolve the issue. If an item is omitted from your order, it may be backordered. Items that are backordered usually ship out within 10 business days. It will be notated on your packing slip if an item will be arriving separately from your main order, or has been backordered.