Australia, Canada, and United States Returns & Exchanges

Something not quite right?

We understand that heads are all shapes and sizes, and we want you to be happy with your Ponyback. If you are in need of an exchange or return - we are happy to assist!

You have 30 days to contemplate the fit of your hat, but please ensure you keep all stickers, bags, and cardboard intact until you are confident it is a keeper!

Each order is eligible for only one exchange or return. If your order contains multiple items, you must return or exchange them all at once. We cannot process separate shipments for returns or exchanges. Once a return or exchange is processed for an order, any remaining items from that order are considered final sale.

Grab your order number from your confirmation email and click the "Start a Return or Exchange" button below. Or go to returns.ponybackhats.com.

Exchanges

We offer free shipping on your first exchange order within Australia, Canada and the U.S.**. 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!

Please note that after an exchange is made, all items are Final Sale and not available for return/refund.

To start an exchange, visit returns.ponybackhats.com 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.

Returns*

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: returns.ponybackhats.com 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.

Gift Exchanges

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:

Go to: returns.ponybackhats.com
Select "Start Gift Return Here."
Enter the order # and email (in lowercase) of the person who originally purchased the item. If you don't have that information, select "Don't have your order information?" 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.

If you have an issue processing your gift exchange please contact us for assistance.

**Exception - please see the product to determine if a product is final sale.

Final Sale Items

Items marked as "Final Sale" are not eligible to be returned or exchanged.

Are shipping costs refundable?

Original shipping costs are non-refundable.

Have more questions?