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Ponyback Support

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;Our free shipping policy varies, and you may be eligible for free shipping on purchases.&#xA0;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.

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

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

About Orders, Shipping & Delivery

Shipping & Delivery

How do I become a Ponyback brand ambassador?

What if my question wasn't answered here?

Where are the hats made?

Product Customization

General Information

Australian International Shipping Fees

About Pre-Orders

What's the Canada Shipping Policy 🇨🇦

What's the United States Shipping Policy🇺🇸

What's the Australia Shipping Policy 🇦🇺

International Orders Shipping Policy

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?

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

General Policy for Returns & Exchanges

Outside Canada, US and Australia Returns & Exchanges Policy

How do I start an Exchange? (For Canada, US and Australia)

How do I start a Return? (For Canada, US and Australia)

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?

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

Refunds when using a discount code

Discounts Codes & Sales

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

About Payments & Promotions

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 do I receive a shipping fee refund for eligible free shipping?Updated 5 months ago