Information about our return and exchange policy for Canadian & US orders.

<h3 id="isPasted">Something not quite right?</h3>We know that every head is unique, and we want you to feel great in your Ponyback. If your hat isn&#x2019;t quite the right fit, we&#x2019;re happy to help with a return or exchange!Here&#x2019;s how it works:One FREE Return or Exchange per Original Order within the US, Canada or Australia. International orders outside these are Final Sale.We&#x2019;ll provide a prepaid return label &#x2014; no extra cost to you.Products marked as Final Sale are not returnable or exchangeable. 30-Day Fit WindowYou have 30 days from the delivery date to decide if your hat is the perfect match. Please keep all original packaging &#x2014; including stickers, bag, and cardboard insert &#x2014; intact until you&#x2019;re sure it&#x2019;s a keeper. One-Time Return/Exchange LimitEach order is eligible for one return or exchange session.If you&#x2019;re returning or exchanging multiple items from the same order, they must be sent back all at once. We can&#x2019;t accept multiple return shipments from a single order. After an Exchange, All Items Are Final SaleOnce an exchange is completed, the new items can&#x2019;t be returned or exchanged again &#x2014; so if you&#x2019;re unsure about sizing or style, please reach out to us before submitting your request. We&#x2019;re happy to help! &#x1F60A; Ready to get started?Grab your order number from your confirmation email and click the &#x201C;Start a Return or Exchange&#x201D; button below &#x2014; or head to returns.ponybackhats.com.<a href="https://returns.ponybackhats.com/#/"><img src="https://attachments.gorgias.help/uploads.gorgias.io/zKB3oxwGlaxrkVOL/Start_return_or_exchange-0c1f36e0-0316-46de-ad05-72729916e010.png" style="width: 300px;" class="fr-fic fr-dib"></a><h3 id> </h3><h3 id="exchanges">Exchanges</h3>We offer free shipping on your first exchange order within Australia, Canada and the U.S.**.&#xA0;All exchange items must be in their original packaging (original stickers and cardboard intact). Do not remove the stickers until you are confident it is a keeper!&#xA0;Please note that after an exchange is made, all items are Final Sale and not available for return/refund.To start an exchange, visit <a href="https://returns.ponybackhats.com/#/" id="isPasted">returns.ponybackhats.com</a> with your order # and email address (in lower case) that you used to process your initial order.**Exception - please see the product to determine if a product is final sale.<hr><h3 id="returns">Returns*</h3>All returned items must be in their original packaging (original stickers and cardboard intact). Do not remove the stickers until you are confident it is a keeper!To start a return go to: <a href="https://returns.ponybackhats.com/#/" id="isPasted">returns.ponybackhats.com</a> with your order and email address (in lower case) that you used to process your initial order.Your refund will be processed in the original payment method (or store credit if chosen to). If part of your original order was paid via GiftCard the same amount will be refunded back to that same GiftCard.*Exception - please see the product to determine if a product is final sale.<hr><h3 id="Gifts">Gift Exchanges&#xA0;</h3>We offer free shipping on your first exchange within Canada and the U.S.**. Please note, the exchange window for gifts during the holiday season will be extended past our 30-day window for your convenience. Items ordered from November 1st onwards will qualify for exchanges or returns until January 15th**.How to process a gift exchange:&#xA0;<ol><li style="font-size: 16px;">Go to: <a href="https://returns.ponybackhats.com/#/" id="isPasted">returns.ponybackhats.com</a></li><li style="font-size: 16px;">Select &quot;Start Gift Return Here.&quot;</li><li style="font-size: 16px;">Enter the order # and email (in lowercase) of the person who originally purchased the item. If you don&apos;t have that information, select &quot;Don&apos;t have your order information?&quot; and complete the form. One of our customer support staff will follow up with the order # and email of your gifter so you can proceed with the exchange. Once you have your order # and email proceed back to step #1.</li></ol>If you have an issue processing your gift exchange please contact us for assistance.&#xA0;**Exception - please see the product to determine if a product is final sale. <hr id="isPasted">Products marked as FINAL SALEProducts marked as Final Sale are not eligible for refunds, exchanges, or returns. These items are clearly identified as &quot;Final Sale&quot; in their product name and on their respective product pages. Please note that this policy is strictly enforced, and no exceptions will be made.We encourage customers to carefully review product details before completing their purchase. If you have any questions prior to buying a final sale item, feel free to reach out to our support team&#x2014;we&#x2019;re happy to assist!If you live in US or Canada and have a Final Sale product in your Order:We now support re-selling Final Sale items on Poshmark (for customers in Canada and the US). Simply select the &quot;Resell on Poshmark&quot; button next to your item, and we&apos;ll help you pre-fill some of the information on the listing form to save you time. Once your item sells, Poshmark will send you a pre-paid shipping label&#x2014;just package it up and drop it off at your nearest Post Office!You can withdraw your earnings anytime. Poshmark takes a 20% fee on orders over $15 and a $2.95 flat fee on orders under $15.<hr>Bundle Return &amp; Exchange PolicyItems included in a bundle can be exchanged or returned individually. However, if any item within the bundle is marked as Final Sale, the Final Sale policy applies, and that item will not be eligible for refund, exchange, or return.Please review each item in the bundle carefully before purchasing.<hr><h3 id="are-shipping-costs-refundable">Are Shipping Costs Refundable?</h3>Original shipping costs are non-refundable.<hr>Have more questions?<a href="https://ponybackhats.com/pages/contact-us">Please contact our customer support team here.</a>

General Policy for Returns & Exchanges

Information about our return and exchange policy for international orders.

<h3 id="are-international-orders-eligible-for-returns-or-exchanges">Are international orders eligible for returns or exchanges?</h3>Unfortunately, as a small Canadian business, we cannot offer returns or exchanges on international orders at this time. All international orders are final sale and not eligible to be returned or exchanged. Have more questions?<a href="https://ponybackhats.com/pages/contact-us">Please contact our customer support team here.</a>

Outside Canada, US and Australia Returns & Exchanges Policy

We offer free shipping on your first exchange within Canada and the U.S.**. Please note, the exchange window for gifts during the holiday season will be extended past our 30-day window for your convenience. Items ordered from November 1st onwards wil

<h3 id="isPasted">Gift Exchanges&#xA0;</h3>We offer free shipping on your first exchange within Canada and the U.S.**. Please note, the exchange window for gifts during the holiday season will be extended past our 30-day window for your convenience. Items ordered from November 1st onwards will qualify for exchanges or returns until January 15th**.How to process a gift exchange:&#xA0;<ol><li style="font-size: 16px;">Go to: <a href="https://returns.ponybackhats.com/#/">returns.ponybackhats.com</a></li><li style="font-size: 16px;">Select &quot;Start Gift Return Here.&quot;</li><li style="font-size: 16px;">Enter the order # and email (in lowercase) of the person who originally purchased the item. If you don&apos;t have that information, select &quot;Don&apos;t have your order information?&quot; and complete the form. One of our customer support staff will follow up with the order # and email of your gifter so you can proceed with the exchange. Once you have your order # and email proceed back to step #1.</li></ol>If you have an issue processing your gift exchange please contact us for assistance.&#xA0;**Exception - please see the product to determine if a product is final sale. Products marked as Final Sale are not returnable or exchangeable.

How do I start an exchange or return for a Gift?

Products marked as FINAL SALE. Products marked as Final Sale are not eligible for refunds, exchanges, or returns. These items are clearly identified as "Final Sale" in their product name and on their respective product pages. Please note that this po

Products marked as FINAL SALEProducts marked as Final Sale are not eligible for refunds, exchanges, or returns. These items are clearly identified as &quot;Final Sale&quot; in their product name and on their respective product pages. Please note that this policy is strictly enforced, and no exceptions will be made.We encourage customers to carefully review product details before completing their purchase. If you have any questions prior to buying a final sale item, feel free to reach out to our support team&#x2014;we&#x2019;re happy to assist!If you live in US or Canada and have a Final Sale product in your Order:We now support re-selling Final Sale items on Poshmark (for customers in Canada and the US). Simply select the &quot;Resell on Poshmark&quot; button next to your item, and we&apos;ll help you pre-fill some of the information on the listing form to save you time. Once your item sells, Poshmark will send you a pre-paid shipping label&#x2014;just package it up and drop it off at your nearest Post Office!You can withdraw your earnings anytime. Poshmark takes a 20% fee on orders over $15 and a $2.95 flat fee on orders under $15.

About Products Marked as Final Sale

Original shipping costs are non-refundable.

&#xA0;Original shipping costs are non-refundable.

Are shipping costs refundable?

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