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EquineLUX Frequently Asked Questions

LUXURY SADDLE PADS - FABRIQUÉ AU CANADA | Proudly MADE IN CANADA

Every order is qualified for FREE SHIPPING


When you choose the Economy shipping option, we pay for your shipping (including handling and insurance). However, if you would like to receive your saddle pad faster (2-3 business days), choose the Express shipping option when placing an order.

Estimated delivery times (Economy shipping option).


U.S.A. (48 contiguous United States and the District of Columbia) 
North-East 2-3 business days
Mid-West 3-5 business days
Mid-Atlantic 4-6 business days
South-East 5-7 business days
South-West 6-8 business days
West Coast 7-9 business days
Canadian provinces
(excl. Northwest Territories, Nunavut, Yukon Territory)
 
Ontario, Quebec 1-3 business days
Maritimes 3-5 business days
Central and West Coast 4-6 business days

NOTE: Stock item usually ships within 24-48 hours from date your payment is received. However, it generally takes from 3 to 5 business days to prepare your purchase for shipment if it is not in our stock.



Returns & Exchanges


Ordered the wrong size or color? No worries! If you need to exchange a saddle pad for the same item in different size or color, you can exchange it within 30 days of the product delivery date, but it must be in new (unused) condition. The refund will be issued and credited to the account used to pay for the original order within 5-10 business days of receiving a returned item. Please note that we do not accept returns occurred after this period of time and no refund will be provided.

Not entirely satisfied with your purchase? You can return it for refund within 30 days of the product delivery date. Please notify us by e-mail about your wish to return the item(s) and provide a reason for returning (we need your feedback to improve our products). Item(s) received in less than perfect condition will be considered used. Therefore, for such returns we will access a used item(s) return fee based on the condition of the item(s).

NOTE: Custom-made and final sale items, or items with company/personal logo cannot be returned or exchanged.

Customer pays return shipping charges. Return postage will be reimbursed in case of damaged, defective or incorrectly sent item(s) and credited to the account used to pay for the order. Please make sure to include the Return Form, copy of your original receipt or packing slip showing what you paid for the item(s). A printout of your order confirmation email works too.

Return address:    2840 rue Saint-Charles, suite 204, H3K 1G1, Quebec, Canada

IMPORTANT: Please do not use either UPS, FedEx, or Purolator postal service. These companies charge Customs duty and a brokerage fee that will be deducted from your refund.

Also, make sure that you write on a shipping document the following information.
Item description:   SENT BACK FOR REFUND
Item value:           $ 1.00

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If you have any questions, please feel free to contact us Monday to Friday between the hours of 10:30 AM and 7:00 PM (Eastern Time Zone) at (514) 937-1273 or by email at equinelux@gmail.com.

NOTE: We do not accept returns on products that were purchased at NON-AUTHORIZED retailers, wholesalers, distributors, tack shops or online stores. Every store sets its own return policy.