How do I start a Return? (For Canada, US and Australia)Updated 9 months ago

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 can only undergo the return or exchange process once. If your order contains multiple items that you want to exchange or return, you must return or exchange them all at once. You cannot return or exchange items from the same order in separate shipments. Everything you want to send back from an order must be done at the same time. 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.

How to start a Return 

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. Products marked as Final Sale are not eligible for returns or exchanges.