International Orders Shipping PolicyUpdated a month ago
How long does it take for orders to be shipped?
We know you're excited to receive your Ponyback hat, so we process orders within 2-3 business days! Once shipped, you'll receive an email confirmation with the tracking number. If you don't receive a shipping email confirmation, please check your junk/spam folder.
Is Free Shipping above $100 valid for International orders?
No, our Free Shipping offer is not valid for our International orders. Free Shipping above $100 is just valid in Canada, United States and Australia at the moment.
When can I expect my order to arrive?
International orders (Outside Canada, US and Australia) typically arrive within 2-3 weeks. Sometimes delays can occur at customs due to random parcel checks. If you don't see any tracking updates after 3 weeks, please reach out to our customer support team.
Please add 2-3 business days to the delivery estimate to allow us time to pack up your order.
What shipping methods do you use?
We ship via APC Priority Worldwide & PostNL - both methods are with delivery tracking.
Do you cover customs/duties?
We use a premium service that takes payment for customs/duties up front so there are no surprise fees when your parcel arrives. All shipping, duties, and taxes are calculated and collected at check out.
Are orders final sale?
All international purchases are final sale. As a small Canadian business, we are unable to provide returns and exchanges to our international friends at this time. We recommend for your first purchase, to group order with a few friends and try out a few different sizes to get a good understanding of our Ponyback fit.
Please note: Our size chart is only a guide - head shape and hair thickness can also play a role in hat fit.
Have more questions?