Help

Order Status

Has my order shipped?

To view your order status, click “View Order Status” under “My Account”. Your current order status would be displayed. If you have any further questions about the status of your order, please email customerservice@saddlersrow.com

How do I track my order?

After your order has shipped, you should receive an automated email from the shipping service provider. Or you can find the tracking number under “My Account/Manage Account” and then under “Completed.” Find your specific order and then click “View Order Details.” The tracking information will be on the bottom of the page.

My order never arrived.

Please email customerservice@saddlersrow.com with your order information and we will do our best to assist you.

An item is missing from my shipment.

Please email customerservice@saddlersrow.com with your order information and we will do our best to assist you.

My product is missing parts.

Please email customerservice@saddlersrow.com with your order information and we will do our best to assist you.

When will my backorder arrive?

Sometimes our suppliers are unable to predict when they will be receiving a re-stock of a specific item. We will do our best to keep you updated on your order status. As soon as we have the item(s) back in stock, we will be able to ship to you. Please email customerservice@saddlersrow.com if you have any further questions.

My Account

How do I create an account?

1) Click “Create An Account” at the top of the home page.

2) Enter your shipping details, email address, create your password, and fill out the security question.

3) Click “Create My Account.” Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click “My account” and then “Your Account Details” for an overview of your account. From that page, you can edit your personal information.

How much is my shipping?

For orders under $100, we offer a flat rate shipping fee of $9.95

For orders over $100, shipping is free.

All Saddles ordered from Saddlers Row are assessed a $44.90 fee for shipping.

I forgot my password.

Click “Forgot Your Password?” on the bottom right of the Login page. Enter the email address associated with your Saddlers Row account and click the submit button. Instructions on how to reset your password will be emailed to you.

How do I return my product?

We will happily accept returns of merchandise within 30 days of purchase for a full refund, less the cost of shipping. Orders that were processed with free shipping will be refunded minus a $9.95 shipping fee. Exchanges will be charged a $9.95 shipping fee. The returned merchandise must, of course, be in new condition with its original packaging. Please note that we have special requirements with regard to the trial and sales of new and used saddles (see Saddle Trial Policies). Sale item returns will be restricted to terms detailed at the time of purchase. Please email customerservice@saddlersrow.com for further assistance with returns.

I received the wrong product.

If you feel that you have received the wrong product in your order, please email customerservice@saddlersrow.com as soon as possible.

What is your return policy?

We will happily accept returns of merchandise within 30 days of purchase for a full refund, less the cost of shipping. Orders that were processed with free shipping will be refunded minus a $9.95 shipping fee. Exchanges will be charged a $9.95 shipping fee. The returned merchandise must, of course, be in new condition with its original packaging. Please note that we have special requirements with regard to the trial and sales of new and used saddles (see Saddle Trial Policies). Sale item returns will be restricted to terms detailed at the time of purchase. Please email customerservice@saddlersrow.com for further assistance with returns.

When will my order ship?

We do our best to ship your order the same day, but some orders may ship the next business day. Please email customerservice@saddlersrow.com if you have any questions about your order status.

Pricing and Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse.

I have a question on my charges.

Click “View Order Status” to see your order history. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please email customerservice@saddlersrow.com for further assistance.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card is charged immediately upon completing your purchase.

 

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