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Ponyback Support

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How can I get an inside scoop on upcoming sales/discounts?

About Payments & Promotions

Discounts Codes & Sales

What if my question wasn't answered here?

Where are the hats made?

Product Customization

About Package Protection

General Information

Australian International Shipping Fees

About Pre-Orders

Lost, Stolen, or Damaged in Transit Orders

What's the Canada Shipping Policy 🇨🇦

What's the United States Shipping Policy🇺🇸

What's the Australia Shipping Policy 🇦🇺

What's the New Zealand Shipping Policy 🇳🇿

International Orders Shipping Policy

My Order is Resturning to Sender. What Now?

What are the processing and shipping times for online orders?

How do I track my Ponyback order?

What if my tracking hasn't updated yet?

Address Update After an Order is Placed

Do you have a pick-up option?

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

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

Shipping & Delivery

Can I make a change to my order after I place it?

My order has arrived but it's wrong

An item in my order is damaged/defective

How do I update the billing or address information on my order?

How do I cancel an online order?

Order Issues

About Orders, Shipping & Delivery

General Policy for Returns & Exchanges

Outside Canada, US and Australia Returns & Exchanges Policy

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

About Products Marked as Final Sale

Are shipping costs refundable?

About Returns & Exchanges

About the Afterpay Payment Method

What options do I have if I want to purchase a product after a sale end?

About Mystery Hat Offers

Can you price match my order if I placed it before a sale period?

I forgot to apply mi discount code to my order, what should I do?

Can I combine discount codes or promotions?

Can I use a discount code on an e-gift card?

Refunds when using a discount code

How do I purchase a Ponyback e-gift card?

How do Ponyback e-gift cards work?

Do I have to use the full balance of the E-Giftcard in one order?

Why is my e-gift card showing a different amount than I expected at checkout?

Can I buy an e-gift card for a friend?

Can I use an e-gift card on an order that has a discount code applied?

Can I use a discount code to purchase an E-Gift Card?

About e-Gift Cards

How do I choose my size?

What's the best style for me?

Who can rock a Ponyback?

What's the fit difference between the structured (Adventure Fit/ Everyday Fit/ Deep Fit) and the unstructured hat (Sporty Fit)?

How can I get an inside scoop on upcoming sales/discounts?Updated 2 days ago