RETURN POLICY & FREQUENTLY ASKED QUESTIONS
All NEW CONDITION Star Point Products include a 7 BUSINESS DAY RETURN POLICY
As soon as we receive your return, we will process your refund, minus the shipping charges for our company.
Please note your order # in the package when you return so our team can quickly process your correct refund.
Mail all returns back to this address:
EXCHANGE: If you wish to exchange an item, please return your original order and REORDER your new items on the website. This is the best way to ensure inventory and for you to get what you need faster.
PRODUCT POLICIES
Star Point Horsemanship is NOT responsible for return shipping in the event of exchange or return under any circumstance. The buyer assumes all costs.
In the event an item is defective upon arrival, a refund will be processed to you. The item is considered defective if it arrives in this condition, not after use or being worn by the horse. Once any item has been used and worn after 24 hours, it is considered 'used' and will not be refunded in the event of any damage caused by the horse. Please message us on the website directly ASAP and share product pictures of the condition within 24 hours if you think your item has a problem upon receiving it.
Never hesitate to use our CHAT NOW feature on the website us before you ship a return. This will notify us your order is being returned. We may not reply to this message if you are simply letting us know something is on the way.
GENERAL CUSTOMER SERVICE QUESTIONS: Leave your texting phone number or email address and a customer service rep will respond as quickly as possible. Due to volume, it may take up to 48 hours.
RETURN POLICY FOR RECEIVING A REFUND: If your item is worn/dirty or shows any signs of wear upon return, a refund will not be processed and the buyer will still be solely responsible for their shipping costs.
FREQUENTLY ASKED QUESTIONS -
DO YOU SHIP WORLDWIDE?
Yes, we do! Please note International orders may need to pay Customs Duty Fees. This is the buyer's responsibility.
IS THERE A CUSTOMS DUTY CHARGE ON INTERNATIONAL ORDERS?
Yes, there is. This is the buyer's responsibility. This depends on order amount, but International customers should expect this.
CAN I CANCEL MY ORDER?
Yes, you can, but please contact us immediately. If the order has already been shipped out, then you will need to follow our RETURN POLICY.
DO YOU HAVE A PHONE NUMBER?
No, we do not have a phone chat number, we only text or chat on our website directly.
We ENCOURAGE you to use the CHAT NOW feature over email since emails sometimes go in spam/junk folders and are slower to respond. Writing on the website directly ensures your message is in line to be read.
Please use our "CHAT NOW" feature on the website for the fastest customer service. We do have a text only line that we use to reply to customers, so if you receive a text message regarding customer service with your order # mentioned, this is our customer service team reaching out to you. Due to message volume, it may take us up to 48 hours to respond, but we try to do so ASAP.
HOW DO I MEASURE MY HORSE FOR A BLANKET - Please visit our YouTube channel to learn how to measure your horse for a blanket, Star Point Company.
HOW DO I MEASURE MY HORSE FOR A HALTER? - Please study our size charts on each halter listing in the PHOTOS. If you are still unsure, please write to us and we can help you.
HOW LONG DO ITEMS TAKE TO SHIP? - Standard shipping is 2-5 business days within the US.
INTERNATIONAL SHIPPING is standard first class on most orders until chosen by the buyer and takes between 5-14 days to arrive overseas depending on the ship carrier.
ARE YOU AN AMERICAN BASED BUSINESS? Yes, we are! We do ship worldwide for all of our customers.
WHEN DO YOU RESTOCK ITEMS? - We restock frequently, but some items are seasonal. Feel free to write and ask us if you are needing something. We do not provide custom orders, but we do take requests or suggestions for future orders.