Information about shipping and delivery of orders going to Canada.

<h3 id="how-long-does-it-take-for-orders-to-be-shipped"><strong>How long does it take for orders to be shipped?</strong></h3><p>We know you&apos;re excited to receive your Ponyback hat, so we process orders within 2-3 business days! Once shipped, you&apos;ll receive an email confirmation with your tracking number. If you don&apos;t receive a shipping email confirmation, please check your junk/spam folder.</p><p><br></p><h3 id="when-can-i-expect-my-order-to-arrive"><strong>When can I expect my order to arrive?</strong></h3><table style="width: 100%;"><thead><tr><th><div data-empty="true" style="text-align: center;"><strong>Delivery Region</strong></div></th><th><div data-empty="true" style="text-align: center;"><strong>Delivery Estimate</strong></div></th></tr></thead><tbody><tr><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">Canada West</div></td><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">6-9 business days</div></td></tr><tr><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">Canada East</div></td><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">6-9 business days</div></td></tr><tr><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">Canada North</div></td><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">7-10 business days</div></td></tr><tr><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">Canada Ontario</div></td><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">2-3 business days</div></td></tr><tr><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">Canada Quebec</div></td><td class="fr-thick" style="width: 50.0000%;"><div style="text-align: center;">4-9 business days</div></td></tr></tbody><tfoot><tr><td colspan="2" style="width: 99.8557%;"><div style="text-align: center;"><em>Please add 2-3 business days to the delivery estimate to allow us time to pack up your order</em></div></td></tr></tfoot></table><p><br></p><h3 id="what-shipping-method-do-you-use-for-canadian-orders"><strong>What shipping method do you use for Canadian orders?</strong></h3><p>We use one of two shipping methods for Canadian orders:</p><ol><li style="font-size: 16px;">Economy Tracked: shipped via Stallion Economy Express with delivery tracking to urban locations.</li><li style="font-size: 16px;">Canada Post Expedited Parcel: shipped via Canada Post with delivery tracking to PO boxes or rural locations.&#xA0;</li></ol><p><span><em>Please note that we use a zone-skipping service to provide you with the best possible rates, which means your order tracking may not be updated frequently. If you don&apos;t see any tracking updates after 9 business days, please reach out to our customer support team.</em></span></p><p><br></p><h3 id="how-much-does-shipping-cost"><strong>How much does shipping cost?</strong></h3><p><span>We offer free shipping on all orders over $100 after discounts. For orders less than $100, shipping ranges from $10 to $18 CAD depending upon the province.</span></p><p><br></p><h3 id="can-i-exchange-or-return-my-order"><strong>Can I exchange or return my order?</strong></h3><p>Please see our <a href="https://ponyback-support.gorgias.help/en-US/ca-us-returns-exchanges-242586"><u>returns/exchange policy</u></a> for more information.</p><p><br></p><p><strong>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us"><u>Please contact our customer support team here.</u></a></p>

Canada Shipping Policy

Information about shipping and delivery of orders going to the U.S.

<h3 id="how-long-does-it-take-for-orders-to-be-shipped"><strong>How long does it take for orders to be shipped?</strong></h3><p>We know you&apos;re excited to receive your Ponyback hat, so we process orders within 2-3 business days! Once shipped, you&apos;ll receive an email confirmation with the tracking number. If you don&apos;t receive a shipping email confirmation, please check your junk/spam folder.</p><p><br></p><h3 id="when-can-i-expect-my-order-to-arrive"><strong>When can I expect my order to arrive?</strong></h3><p id="isPasted"><u>Tracked Economy USA via USPS</u></p><p>Delivery times are estimated at approximately 7 - 10 business days*</p><p><u>USPS Ground Advantage</u></p><p id="isPasted">Delivery times are estimated at approximately 4 - 6 business days*</p><p><u>USPS Priority Mail</u></p><p>Delivery times are estimated at approximately 2 - 4 business days*</p><p><em><span style="font-size: 16px;">*Please add 2-3 business days to all delivery estimates above to allow us time to pack up your order</span></em><span style="font-size: 16px;">.</span></p><h3 id><br></h3><h3 id="what-shipping-methods-do-you-use"><strong>What shipping methods do you use?</strong></h3><p>We ship via Stallion Economy USA, USPS Ground Advantage, and USPS Priority Mail.</p><p><em>Please note that we use a zone-skipping service to provide you with the best rates, which means your order tracking may not be updated as frequently. If you don&apos;t see any tracking updates after 7 business days, please reach out to our customer support team.</em></p><p><br></p><h3 id="isPasted"><strong>What is Stallion Economy USA?</strong></h3><p>You may see this as &quot;Tracked Economy USA via USPS&quot; at checkout. It works like how a normal USPS shipment would - the difference is instead of dropping off at the USPS NY hub, parcels are transported via a third-party shipping carrier and dropped directly to the recipient&apos;s local USPS hub for final mile delivery.</p><p><br></p><h3 id="how-much-does-shipping-cost"><strong>How much does shipping cost?</strong></h3><p>We offer free Tracked Economy shipping on orders over $100 after discounts. For orders less than $100, shipping is $8 USD.</p><p>We also now offer faster shipping methods on all orders, displayed as USPS Ground Advantage and USPS Priority Mail. The cost varies based on your region&apos;s live rates and is displayed at checkout.</p><p><br></p><h3 id="can-i-exchange-or-return-my-order"><strong>Can I exchange or return my order?</strong></h3><p>Please see our <a href="https://ponyback-support.gorgias.help/en-US/ca-us-returns-exchanges-242586"><u>returns/exchange policy</u></a> for more information.</p><p><br></p><p><strong>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us"><u>Please contact our customer support team here.</u></a></p>

United States Shipping Policy

Information about shipping and delivery of orders going to Australia.

<h3 id="how-long-does-it-take-for-orders-to-be-shipped"><strong>How long does it take for orders to be shipped?</strong></h3><p>We know you&apos;re excited to receive your Ponyback hat, so we process orders within 2-3 business days! Once shipped, you&apos;ll receive an email confirmation with the tracking number. If you don&apos;t receive a shipping email confirmation, please check your junk/spam folder.</p><p><br></p><h3 id="when-can-i-expect-my-order-to-arrive"><strong>When can I expect my order to arrive?</strong></h3><p><strong>NEW UPDATE!&#xA0;</strong>We are now shipping from a warehouse in Melbourne, Australia! Transit times can range from 3 to 7 business days* depending on your location. If you don&apos;t see any tracking updates after 3 weeks, please reach out to our customer support team.</p><p><em><span style="font-size: 16px;">*Please add 2-3 business days to the delivery estimate to allow us time to pack up your order</span></em><span style="font-size: 16px;">.</span></p><p><br></p><h3 id="what-shipping-method-do-you-use"><strong>What shipping method do you use?</strong></h3><p>We ship via Australia Post with delivery tracking.</p><p><br></p><h3 id="do-you-cover-customsduties"><strong>Do you cover customs/duties?</strong></h3><p>We use a premium service that takes payment for customs/duties up front so there are no surprise fees when your parcel arrives. All shipping, duties, and taxes are calculated and collected at check out.</p><p><br></p><h3 id="are-orders-final-sale"><strong>Are orders final sale?</strong></h3><p>Orders can be return/exchanged for up to 30 days after your order date. Check out our <a href="https://ponyback-support.gorgias.help/en-US/australia-canada-and-united-states-returns-&amp;-exchanges-242586">return/exchange policy</a> for more information.&#xA0;</p><p><em>Please note:&#xA0;</em><em>Our&#xA0;</em><a href="https://ponybackhats.com/pages/sizing-chart"><u><em>size chart</em></u></a><em>&#xA0;is only a guide - head shape and hair thickness can also play a role in hat fit.</em></p><p><br></p><p><strong>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us"><u>Please contact our customer support team here.</u></a></p>

Australia Shipping Policy

Information about shipping and delivery of orders going to a country not outlined above.

<h3 id="how-long-does-it-take-for-orders-to-be-shipped"><strong>How long does it take for orders to be shipped?</strong></h3><p>We know you&apos;re excited to receive your Ponyback hat, so we process orders within 2-3 business days! Once shipped, you&apos;ll receive an email confirmation with the tracking number. If you don&apos;t receive a shipping email confirmation, please check your junk/spam folder.</p><p><br></p><h3 id="is-free-shipping-above-100-valid-for-international-orders"><strong>Is Free Shipping above $100 valid for International orders?</strong></h3><p>No, our Free Shipping offer is not valid for our International orders. Free Shipping above $100 is just valid in Canada, United States and Australia at the moment.</p><p><br></p><h3 id="when-can-i-expect-my-order-to-arrive"><strong>When can I expect my order to arrive?</strong></h3><p>International orders (Outside Canada, US and Australia)&#xA0; typically arrive within 2-3 weeks. Sometimes delays can occur at customs due to random parcel checks. If you don&apos;t see any tracking updates after 3 weeks, please reach out to our customer support team.</p><p><em><span style="font-size: 16px;">Please add 2-3 business days to the delivery estimate to allow us time to pack up your order</span></em><span style="font-size: 16px;">.</span></p><p><br></p><h3 id="what-shipping-methods-do-you-use"><strong>What shipping methods do you use?</strong></h3><p><span>We ship via APC Priority Worldwide &amp; PostNL - both methods are with delivery tracking.</span></p><p><br></p><h3 id="do-you-cover-customsduties"><strong>Do you cover customs/duties?</strong></h3><p>We use a premium service that takes payment for customs/duties up front so there are no surprise fees when your parcel arrives. All shipping, duties, and taxes are calculated and collected at check out.</p><p><br></p><h3 id="are-orders-final-sale"><strong>Are orders final sale?</strong></h3><p>All international purchases are final sale. As a small Canadian business, we are unable to provide returns and exchanges to our international friends at this time. We recommend for your first purchase, to group order with a few friends and try out a few different sizes to get a good understanding of our Ponyback fit.</p><p><em>Please note: Our&#xA0;</em><a href="https://ponybackhats.com/pages/sizing-chart"><u><em>size chart</em></u></a><em>&#xA0;is only a guide - head shape and hair thickness can also play a role in hat fit.</em></p><p><br></p><p><strong>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us"><u>Please contact our customer support team here.</u></a></p>

International Orders Shipping Policy

<h3 id="how-do-i-track-my-ponyback-order"><strong>How do I track my Ponyback order?</strong></h3><p>You&apos;ll receive an email once your order has shipped titled &quot;Your order is on its way!&quot;, containing your tracking link and a list of the items in your order.</p><p><br></p><h3 id="what-if-my-tracking-hasnt-updated"><strong>What if my tracking hasn&apos;t updated?</strong></h3><p><strong>Canada &amp; US</strong></p><p>Our Canadian &amp; US carriers use a service called &quot;zone skipping&quot; to provide you with the best rates, which means that your order tracking may not be updated as frequently. Your tracking link may not show any shipping updates until your order has arrived at your local sorting facility. If your order tracking hasn&apos;t updated in a few days, don&apos;t panic, your order should still be on the way to you. However, if you still aren&apos;t seeing any tracking updates after 9 business days, please reach out to our customer support team and we can investigate this further for you!</p><p><strong>International</strong></p><p>For international orders, please allow 10 business days for your tracking link to update. If you still aren&apos;t seeing any tracking updates after 10 days, please reach out to our customer support team and we can investigate this further for you!</p><p><br></p><p><strong>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us"><u>Please contact our customer support team here.</u></a></p>

Delivery Tracking

Information about issues you may experience with your order.

<h3 id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; margin-bottom: 24px; margin-top: 0px; font-weight: 500; line-height: 1.2; font-size: 1.42rem; color: rgb(65, 65, 65); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-size: 18px;"><strong>If you have any issues with your order, please contact us within 30 days of receiving your order.</strong></span></h3><h3 id><br></h3><h3 id="can-i-make-a-change-to-my-order"><strong>Can I make a change to my order?</strong></h3><p>If your order hasn&apos;t shipped yet and you would like to make a change to it, please reach out to our customer support team immediately with your order number and the details for the edit such as items you would like to change or shipping details you would like to update, and we will try our best to make the necessary changes before your order ships.</p><p>Unfortunately, once an order has shipped, we are unable to change any details. Please reach out to our customer support team with any questions about this and we will work toward a solution with you.</p><p><em>Please note: items placed in currencies other than CAD are not editable, so we will have to cancel and refund your order if you would like to make a change.</em></p><p><br></p><h3 id="my-order-has-arrived-but-its-wrong"><strong>My order has arrived but it&apos;s wrong</strong></h3><p>In the event you&apos;re missing an item, or have received a wrong item/order, please contact our customer support team immediately will the following information and we&apos;ll get it sorted asap:</p><ul><li style="font-size: 16px;">Your order number</li><li style="font-size: 16px;">The name of the item you didn&apos;t receive</li><li style="font-size: 16px;">A photo and the name of the item you have received (if wrong item) as well as the barcode on the bag that it came in.</li></ul><h3 id="-1"><br></h3><h3 id="an-item-in-my-order-is-damageddefective"><strong>An item in my order is damaged/defective</strong></h3><p>All of our products are quality checked by our manufacturer, but sometimes human error can occur. If you believe an item in your order is damaged or defective, please reach out to our customer support team right away so that we can help! Please include the following information in your inquiry:</p><ul><li style="font-size: 16px;">Your order number</li><li style="font-size: 16px;">The item that you are having issues with</li><li style="font-size: 16px;">A photo of the issue</li></ul><p><br></p><p><strong>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us"><u>Please contact our customer support team here.</u></a></p>