How to order: By phone, call our number (800) 395 8225 between 8:30am to 5pm US Mountain 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 deferred payment and interest plans called "Bill Me Later" and "PayPal Credit." These plans are 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.
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 FedEx 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 Saddle Supply 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 sales receipt. Please call (800) 395-8225 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 (800) 395-8225 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 $50 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 saddle 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 (800) 395-8225 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. Free saddle tree adjustments are only available for saddles that need to be made more narrow.
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. To make a purchase using our layaway program, please call us at (800) 395-8225.
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.