Holiday Returns & Exchanges - 2026Updated an hour ago
Something Not Quite Right?
We understand that heads come in all shapes and sizes, and we want you to be happy with your Ponyback. If you need an exchange or return, we’re here to help!
You have 30 days to contemplate the fit of your hat, but please ensure you keep all stickers, bags, and cardboard intact until you're confident it's a keeper! For the Holiday Season, we've extended this period to January 15th, giving you extra time to decide.
Each order can only undergo the return or exchange process once. If your order contains multiple items you want to exchange or return, you must process them all at once. We cannot process returns or exchanges from the same order in separate shipments. Everything you wish to send back must be returned together. Once a return or exchange is processed for an order, any remaining items from that order are considered final sale.
To start your return or exchange, grab your order number from your confirmation email and click the "Start a Return or Exchange" button below.
Alternatively, visit 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). Please don’t remove the stickers until you’re sure it’s a keeper!
Note that after an exchange is made, all items are Final Sale and cannot be returned or refunded.
To start an exchange, visit returns.ponybackhats.com and use your order # and the email address (in lowercase) you used to place the original order.
Exceptions: Some products may be marked as Final Sale—please check the product page for more details.
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 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—we’re happy to assist!
Bundle Return & Exchange Policy
Items 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.