How do I start an Exchange? (For Canada, US and Australia)Updated 2 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 an exchange?

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. Products marked as Final Sale can't be exchanged or returned, but we help you re-sell it in Poshmark if you are in Canada or the US.