Saddlers Row prides itself on prompt, friendly customer service. If you have any questions or concerns about your order or a product that you are interested in, please feel free to call us at our toll-free number: (888) 710-7171. Any member of our staff can assist you. If you prefer to communicate via email, you may do so by emailing us at: service@saddlersrow.com

Returns
We will happily accept returns of merchandise within 30 days of purchase for a full refund, less the cost of shipping. 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 below). Sale item returns will be restricted to terms detailed at time of purchase.

Shipping
We ship all orders via UPS ground. If you would like us to ship your order overnight or via some other carrier, just call us at our toll-free number (888) 710-7171 and we will make those arrangements.

Special Orders
If we do not have the exact item that you need, we may be able to order it for you. If it is not an item that we normally stock, we will require an advance deposit. Otherwise, you will not be charged for any item until it is being shipped to you or your designated recipient.

Sizing Information
We know how hard it can be to figure out sizing not only for your own clothing, but also for the wide variety of clothing and equipment for your horse. That is why our staff is available to help you, by telephone or email, with sizing information. We have customers all over the world -- consequently, we have devised creative ways for measuring all kinds of things "from a distance".

Monogramming, Engraving & Special Services
Due to the very subjective and customized nature of these services, we do not offer these services through our website. However, these services are available via our toll-free number: (888) 710-7171 during our normal store hours.

Saddle and Strap Goods Repair and Custom Saddlery Work
We are happy to offer repair services for your saddles and strap goods. Please give us a call regarding these services at our toll-free number: (888) 710-7171 during our normal store hours for assistance.

New and Used Saddle Trials
We understand how hard it can be to find the right saddle for you and your horse. Accordingly, we do allow a trial period and provide written guidelines for you to follow to help you care for the saddles while they are in your possession. Before we ship a saddle to you, we ask that you contact us. Our Society of Master Saddlers Qualified Saddle Fitter, Judi Berninger, is available to answer any fitting questions that you might have.

Out of Stock Items
Sometimes we can become out of stock of an item on very little notice. If this occurs with something that you have ordered you will be notified via email. If the item is not expected back in stock within 30 days, or if you choose not to wait for the item to come back into stock, the item will be deleted from your order and invoice. If the item is expected back in stock within 30 days and we are not notified otherwise we will process your order as originally indicated and ship the item to you when we receive it. Your card will not be charged until the order is shipped.

Privacy and Security
We collect customer information through our web site and retail stores. We use this information to process orders, enhance your shopping experience, and communicate with you about our products, services, and promotions. Please be assured that we will not sell any customer information to outside parties under any circumstances.

When you place an order at SaddlersRow.com, we collect your name, mailing address, phone number, and credit card information. We also collect your email address so that we can send you any necessary email messages related to your order - such as order confirmation notices and updates on the status of your order. In addition, we maintain a record of your product interests, purchases, and whatever else might enable us to enhance and personalize your shopping experience. We also monitor site use and traffic patterns to improve our website design and the products and services we offer.

You can always update your personal information, check order status, review past orders and comments, and update your personalized shopping lists on our web site. Simply go to the "Login" link at the bottom of the main page and log in with your Username and Password. If at any time you would like us to delete any of your personal information on file, please contact us by email at service@saddlersrow.com or by phone at (888) 710-7171. Please be sure to include your full name and email address in any email requests.

Our Security Policy
Protecting your personal information is our number one priority. We use Secure Sockets Layer (SSL) technology from Thawte, a recognized Internet security authority, to protect the security of your online order information.

SSL encrypts your order information to avoid the decoding of that information by anyone other than Saddlers Row. To check the security of your connection, look at the lower left-hand corner of your browser window after you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), SSL is active. You can also double-check by looking at the URL line of your browser: When accessing a secure server, the first characters of the site address will change from "http" to "https."

Some versions of browsers and some firewalls don't permit communication through secure servers. In that case, you will be unable to connect to the server, which means you won't be able to mistakenly place an order through an unsecure connection. If you cannot access the secure server for any reason, feel free to contact us by phone at (888) 710-7171 to place your order. For your own security, please do not email orders as email is not secure.