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Contact Information
Phone:
800-395-8225
Fax:
720-975-9295


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We do our best to respond to all emails within 48 hours.


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Down Under Saddle Supply

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Privacy Policy, Retail Terms of Sale, and Warranties

These are our most current and complete policies and retail terms of sale, last amended April 20, 2013. These policies supersede any existing or previous terms of sale that may have been offered by the Company.

Privacy Policy Terms of Sale Saddle Warranties

Privacy Policy:

Down Under Saddle Supply respects your privacy. Our catalog, Email, and customer lists are kept in strict confidence and will never be shared with or sold to any third party marketer.

We collect only the personal information we need to fulfill and ship your order, such as name, address, phone number, email address, and payment information. We share only customer information as needed to fulfill your order (such as providing your address to UPS for delivery) or to comply with a valid legal order. Should the company ever be sold, customer and email lists would be transferred to the new owners.

Online orders are processed on a secure (SSL) connection for the security and privacy of your information. For your security, we do not keep any credit card information (card number, expiration date, or security number) on file. Any credit card information taken on phone orders is shredded as soon as the order is processed and no credit card information is entered into our on-site systems. All internet orders are processed through Authorize.net, and we have earned the verified merchant seal through them (see below). You can find out more information by clicking on the Authorize.net seal.

Credit Card Merchant

Our email subscriber list is maintained and administered by AWeber (http://www.aweber.com). We do this to make sure that our email list follows all applicable laws regarding email lists. This includes signing up subscribers and giving full options for control and unsubscribing to our email list subscribers. AWeber follows the same strict privacy policy as Down Under Saddle Supply. We will only add you to our list if you have specifically opted in. You may unsubscribe at any time by following the instructions found at the bottom of every email.

Links. This web site contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

Internet security. Down Under Saddle Supply follows the strict guidelines mandated by the Payment Card Industry (PCI) Data Security Standards. We belong to the Trustwave program in order to ensure compliance with the standards. As a result, we have earned the Trustwave "Trusted Commerce" seal. In addition, we use SiteLock to assure that our site is free from spam and malware. You can verify our participation and status in these programs by clicking on their respective seals below.

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Cookies. Cookies are small text files that are downloaded to your device when you visit a website. We use cookies for the following purposes:

We use Google Analytics to track how a visitor got to our website and which of our pages were visited. This general traffic information is used to improve our website and our services.

We use cookies to track if a purchase was made after a visitor comes to our site directly from an ad on Google, Bing, or other search engines. No specific purchase or personally indentifiable information is tracked, only that a visitor was served our "Thank You" page.

When we send our email newsletter via AWeber (see "email subscriber list" above), we may use cookies to help us track how many of the emails are opened. We do not identify the information to a specific email address and we do not keep any details.

We use Google Remarketing to serve ads on websites that show Google ads. If you visit our site but do not make a purchase, a cookie is used to record that you have visited. If you later visit a site that shows Google ads, our ad may appear. We do this to show ads to people who have shown an interest in our products.

If you wish to opt out of the use of cookies, you may set your browser preferences to block or otherwise manage the use of cookies. You may opt out of Google's use of cookies by visiting Google's Ad's Settings.



Terms of Sale:

How to order: By phone, call our toll free number (1 800 395 8225) 9am to 6pm US Mountain Standard time, Monday through Friday, and 10am to 4pm on Saturdays. After hours, please leave a message and your phone number on our voice mail and we will get back to you the next business day. You are also welcome to use our 24 hour fax service at (720) 975-9295. Our extensive website is also open 24 hours a day, with secure ordering.

Payment: All major credit cards are accepted, money order or cashier's check, or personal check with order. (Please add an additional 14 days to delivery time for personal check clearance). A $30 charge will be added to all insufficient funds checks. International orders must be prepaid in US funds by wire transfer or credit card.

We also accept PayPal payments, which are transacted through PayPal's website. We are a verified PayPal vendor.

PayPal offers a deferred payment and interest plan called "Bill Me Later". This plan is subject to credit approval by PayPal and is administered entirely by PayPal. Down Under Saddle Supply is not involved in the approval or administration process and will defer any questions about the program to PayPal. Click on the PayPal box in the left side panel for complete details.

Official PayPal Seal

Prices & Specifications: All prices are shown in U.S. dollars. As we continually work to improve our products and service, our prices, terms of sale and product specifications are subject to change without notice, and goods will be invoiced at the prices prevailing on the date we receive your order. For mail in orders, it is the purchaser's responsibility to confirm listed prices and availability of goods prior to ordering.

Delivery: Is usually via UPS Ground and takes approximately 3 to 5 work days after leaving our warehouse. We generally have all orders shipped within 2 work days upon receiving the order, however it can vary depending on our current workload in the shipping department. If you require express delivery please call customer service at (800)-395-8225 for current rates. Please call or email for shipping rates to Hawaii, Alaska, or on International orders. Click here for more information on shipping costs.

International Orders: Down Under ships Worldwide - please email us for the shipping cost on all International orders. The shipping price quoted will not include any import duty, clearance costs, retail taxes or the like that may apply to your particular country. Unfortunately the import laws and requirements vary considerably in different countries, accordingly you are responsible for these additional charges should they apply. These are normally collected when the goods are delivered. However, if we are charged for your duties, clearance costs or taxes on the goods, we will charge the cost to your credit card. Please check with your local import broker or customs office prior to ordering. If the package is seized by Customs for any reason whatsoever and we do not receive the package back, we will not issue a refund.

Exchange Policy: If the item you ordered is the wrong size let us help you exchange it for one that works. If you wish to make an exchange, it must be shipped pre-paid at your expense, in original new condition within 30 days of the invoice date along with your instructions and a copy of the Down Under Saddle Supply Inc. sales receipt. Please call (720) 975-9290 in advance, in order for us to issue you a return authorization code. Make sure the return authorization code is clearly marked on the top side of the return carton. Return shipping back to the customer will be paid on the 1st exchange at the Company's expense; thereafter all shipping costs will be borne by the customer. Please make sure that the item is returned with all original packaging and hang tags. Used, damaged, or dirty items are not eligible for exchange.

Return Policy/30 Day Money Back Guaranty: You may return an item for any reason whatsoever. All goods must be returned in original new condition within 30 days of the invoice date (clearance and used goods must be returned in the same condition that they were received). Return shipping costs are the responsibility of the customer. Please phone (720) 975-9290 in advance for return authorization code before returning any goods; without this code your return will not be accepted. Make sure the return authorization code is clearly marked on the top side of the return carton.

Used, damaged, or dirty items are not eligible for refund. Please make sure that the item is returned with all original packaging and hang tags. If the goods you are returning have been altered or modified in any way, this will immediately terminate any exchange or return provision.

All refund amounts will exclude any delivery and or shipping charges. Credit card returns (credits) and refund checks (if you paid by check) can take up to 5 days to be processed after we have received the returned goods. Please note that your credit card company may take 3 to 10 business days to credit your account and we have no control over this part of the process.

Saddles Only: As part of our saddle fitment program, we do allow saddles to be returned within the 30 day return period even if they have been ridden. However, if a saddle has any apparent wear from usage your return will be adjusted by a minimum of 15% (more if the saddle shows extensive use) to allow us to resell it at a reduced price. Saddles returned with dirt and/or horse hair will be assessed a $30 cleaning charge. If the saddle has been used or damaged to the extent that it cannot be resold, no exchange or refund will be allowed.

Saddle Fitment: By purchasing from us you receive service and advice that is unparalleled within the industry. Most of our current Kimberley Series and Down Under models have adjustable saddle trees, whereby we can adjust the saddle to fit nearly any kind of horse ...big or small. When we receive your wither tracing we match it to the saddle you have chosen and adjust the saddle as necessary (for wither tracing details, see our web page about saddle fitment). If you are unsure of the saddle fit after you receive your saddle, post or email some photographs of the saddle on the horse, with the horse in a normal upright position. The photos should be from the side, from the front at a 45 degree angle, and from the back at a 45 degree angle. We will contact you within 48 hours of receiving the photographs to advise you if the fitment is correct. If the fitment is correct you can feel secure knowing that you and your horse have many years of riding pleasure to look forward to.

What if I make a mistake with the wither tracing? After viewing the photographs we will advise you if you have the saddle correctly positioned on the horse and if the saddle fitment is correct. If the saddle fitment is not correct we offer each customer who orders directly from Down Under Saddle Supply one saddle tree adjustment at no charge, any time during the first year of ownership. This is a $60 value. You send the saddle to us freight pre-paid, along with a note with your phone number and return delivery address, we will adjust the saddle tree to suit the wither tracing and we will pay the return shipping back to you. Please call (720) 753 6737 in advance, in order for us to issue you with a return authorization code. Please allow up to five work days for the adjustment, plus the return shipping time.

Lay Away Program: Goods may be put on our layaway program with a 25% down payment and 25% monthly payment. The product will be shipped once the final payment is made. If a layaway sale is cancelled before final payment is received, a 15% restocking fee will be deducted from the refund. Once you have received the product, you have 30 days to return the product for exchange or refund. Any refund on a layaway sale excludes shipping charges and is subject to a 15% restocking fee.

Custom Orders: All special and custom orders require a 50% non-refundable deposit at the time of ordering with the balance due before the goods are shipped from our Aurora warehouse. Special and Custom orders refer to any order that was ordered from the factory, for the customer on the customer's behalf. Delivery time for Special and Custom orders varies widely depending on manufacturer, shipping method, market conditions, and customs issues. We will give our best estimate of delivery time at the time of order, but should a delay develop please understand we have no control over this. Special and Custom order merchandise are ordered on your behalf and accordingly are non-refundable.


Warranties: All new saddles sold by Down Under Saddle Supply Inc. are covered by the following product warranties. The warranty covers the saddle tree against breakage under normal riding conditions to the original purchaser for the following periods: Big Timber Western saddles - 2 years, Exmoor English saddles - 2 years, Kimberley Synthetic Saddles, Kimberley Stock, Kimberley Poley, and Kimberley Light Rider - 2 years, Kimberley trailmaster, and Kimberley Superior saddles - 5 years, Down Under Collection - 10 years.

Syd Hill saddles are covered by a 10 year tree warranty issued by the manufacturer, Syd Hill & Sons. Toowoomba saddles are covered by a 10 year tree warranty issued by Toowoomba Saddlery.

The above warranty does not cover any other part of the saddle including the saddle horn, kneepads, stirrup bars, crupper bar, stitching and decorative trim, it only covers the saddle tree itself. The saddle tree is the most integral part of the saddle; it is the frame upon which the saddle is built. All shipping charges incurred under the warranty are the responsibility of the purchaser.

Important Information: THE COMPANY DOES NOT WARRANT ANY PRODUCT WHICH IS OR HAS BEEN THE SUBJECT OF MISUSE, NEGLIGENCE, ACCIDENT, REPAIR, OR ALTERATION WHICH, IN THE JUDGMENT OF THE COMPANY, AFFECTS THE PRODUCT'S STABILITY OR RELIABILITY. ANY AND ALL WARRANTIES OR GUARANTIES SHALL IMMEDIATELY CEASE AND TERMINATE AS TO ANY PRODUCTS OR PARTS THEREOF WHICH ARE ALTERED OR MODIFIED.

THE WARRANTIES REFERRED TO ABOVE SHALL BE THE SOLE AND EXCLUSIVE WARRANTIES. THERE SHALL BE NO OTHER WARRANTIES EXPRESS OR IMPLIED INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR ANY OTHER OBLIGATION ON THE PART OF THE COMPANY.

IN NO EVENT SHALL THE WARRANTIES OF THE COMPANY REQUIRE MORE FROM THE COMPANY THAN THE REPAIR OR REPLACEMENT OF ANY PART OR PARTS WHICH ARE FOUND TO BE DEFECTIVE WITHIN THE EFFECTIVE PERIOD OF THE WARRANTY. THE COMPANY SHALL HAVE NO LIABILITY FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, INDIRECT OR CONSEQUENTIAL DAMAGES.

A Safety tip from Down Under: Horse riding can be extremely enjoyable, but also dangerous. We recommend that you carefully check all equipment before riding. If in doubt, replace immediately. It is essential to maintain your saddle and tack regularly using our recommended oils and waxes. Check all stitching, stirrup leathers, stirrups, overgirth, girths, billet straps and all tack items each time before riding. We also suggest an approved safety helmet and safety vest be worn at all times when riding.



Note: Colors of the products my vary slightly from the photos due to differences in computer monitor displays, dye lot variations, effects of lighting, etc.
Saddles
Western Saddles Saddle Fitment Information Where our saddles are made Wither Tracing
Outback Clothing and Hats
Rossi Boots
Tack and Accessories
Whips and Souvenirs
Retail Store Location, Terms of Sale and Other

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