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>

What's the 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 id="isPasted"><u>UPS Worldwide Express Saver&#xA0;</u></p><p id="isPasted">Delivery times are estimated at approximately 2 - 6 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. 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>

What's the 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>We ship our Australian orders 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>

What's the 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>Please note that if the order is rejected at customs, we are not responsible for reimbursement or refund.</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

We aim to process (pick and pack) orders within 2-3 business days. After it has been picked and packed it will take between 2-10 business days to ship depending on location and the shipping method that was selected at checkout. Select where you're sh

<p>We aim to process (pick and pack) orders within <strong>2-3 business days</strong>.&#xA0;</p><p>After it has been picked and packed it will take <strong>between 2-10 business days</strong> to ship depending on location and the shipping method that was selected at checkout.</p><p>Select where you&apos;re shopping from to see the shipping times:</p><p><a href="https://ponyback-support.gorgias.help/en-US/canada-shipping-policy-242583">-I am in Canada</a></p><p><a href="https://ponyback-support.gorgias.help/en-US/united-states-shipping-policy-242581">-I am in the US</a></p><p><a href="https://ponyback-support.gorgias.help/en-US/australia-shipping-policy-247561">-I am in Australia</a></p><p><a href="https://ponyback-support.gorgias.help/en-US/international-orders-shipping-policy-242584">-I am outside CA, US or AUS</a></p><p>&#xA0;It&apos;s also important to note that <strong id="isPasted">weekends are not counted as business days.</strong></p><p>If you receive a tracking number but don&apos;t see updates, it may be due to our carrier&apos;s &apos;zone skipping&apos; practice, where parcels may not be checked in at every location until they reach the local sorting facility. If your tracking information does not update after 10 business days, please contact us to initiate an investigation with our fulfillment center and carrier.</p><p>Some issues such as incorrect shipping to PO boxes and subsequent returns to us due to unclaimed packages may occur. <strong>In such cases, customers have the chance to have their order reshipped at their expense for the shipping costs.</strong>&#xA0;</p><p><strong id="isPasted">PLEASE NOTE:</strong> Orders placed during holidays or peak seasons may face delays due to increased demand or warehouse closures for holidays.&#xA0;</p>

What are the processing and shipping times for online orders?

You'll receive an email once your order has shipped titled "Your order is on its way!", containing your tracking link and a list of the items in your order. If you placed an order and didn't receive the link, check on your spam inbox or contact our c

<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>If you placed an order and didn&apos;t receive the link, check on your spam inbox or contact our customer service and we will be happy to help you.</p><p id="isPasted"><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>

How do I track my Ponyback order?

If you are in Canada or US. Our Canadian & US carriers use a service called "zone skipping" 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 update

<p><strong>If you are in Canada or 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.&#xA0;</p><p>Your tracking link may not show any shipping updates until your order has arrived at your local sorting facility.&#xA0;</p><p>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 10 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.&#xA0;</p><p>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 id="isPasted"><strong>Have more questions?</strong></p><p><u>Please contact our customer support team here.</u></p>

What if my tracking hasn't updated yet?

If you have entered an incorrect or old shipping address when placing an order, it is imperative to contact us as quickly as possible to have any chance of updating it. If your order has not yet been processed for shipping, we may be able to correct

<p>If you have entered an incorrect or old shipping address when placing an order, it is imperative to contact us as quickly as possible to have any chance of updating it. If your order has not yet been processed for shipping, we may be able to correct your shipping address and update our records to ensure your order arrives at the correct location. A screenshot of the adjustment may be provided for confirmation. Once an order has shipped, we may not be able to make any changes. Therefore, it&apos;s crucial to alert us to any errors or address changes immediately after placing an order.</p>

Address Update After an Order is Placed

Currently, we do not offer a pick-up option for orders made through our online shop. All orders are shipped directly to the address provided during the checkout process. If you have any special shipping requests or concerns about delivery, please con

<p>Currently, we do not offer a pick-up option for orders made through our online shop. All orders are shipped directly to the address provided during the checkout process. If you have any special shipping requests or concerns about delivery, please contact us, and we will do our best to assist you.</p><p id="isPasted"><strong><br>Have more questions?</strong></p><p><a href="https://ponybackhats.com/pages/contact-us" style=" text-decoration: none !important;"><u>Please contact our customer support team here.</u></a></p>

Do you have a pick-up option?

If the tracking information shows that there was an attempt to deliver your item or that it was available for pickup but was never collected, resulting in the parcel being returned to our warehouse, we regret to inform you that we cannot assume respo

<p><span style="text-decoration:none;">If the tracking information shows that there was an attempt to deliver your item or that it was available for pickup but was never collected, resulting in the parcel being returned to our warehouse, we regret to inform you that we cannot assume responsibility for the failed delivery.</span></p><p><br></p>

What's the Policy for Unsuccessful Delivery Attempts and Unclaimed Items?

If you have been incorrectly charged shipping fees for an order that should qualify for free shipping, please reach out to us for clarification. Our free shipping policy varies, and you may be eligible for free shipping on purchases. In situations wh

<p>If you have been incorrectly charged shipping fees for an order that should qualify for free shipping, please reach out to us for clarification.&#xA0;</p><p>Our free shipping policy varies, and you may be eligible for free shipping on purchases.&#xA0;</p><p>In situations where you&apos;ve been overcharged, please provide us with your order information, and we&apos;ll happily assist you with issuing a refund for the incorrect shipping fee charged. Do not hesitate to contact us with any billing issues or questions regarding our shipping policies.</p>

How do I receive a shipping fee refund for eligible free shipping?

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