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Ponyback Support

Bulk orders placed with our teamBulk orders (12 or more hats, invoiced or paid through a payment link from our team) are final sale and can&apos;t be returned or exchanged. If something arrives damaged or wrong, contact us and we&apos;ll make it right. Orders placed on FaireIf you ordered through our Faire store, returns are handled by Faire. Please follow <a href="https://www.faire.com/support/articles/360002924031" target="_blank" rel="noopener noreferrer">Faire&apos;s returns guide</a>.

Bulk orders placed with our team are final sale. Orders placed on Faire are returned through Faire.

I want to return a wholesale order

Wholesale and Bulk

What if my question wasn't answered here?

Where are the hats made?

Product Customization

General Information

Australian International Shipping Fees

Lost, Stolen, or Damaged in Transit Orders

Holiday Shipping & Delivery 2026

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 Returning 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

Holiday Returns & Exchanges - 2026

General Policy for Returns & Exchanges

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?

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)?

I want to return a wholesale orderUpdated a day ago