The Fine Print - We don't often need it but it's good to know
We make every effort to have your order sent out correct and complete. If we have made a mistake on your order, contact us within 14 days of receipt by e-mailing us at [email protected] or call/text us at 208-870-2869. Please save your packaging until you check your order. No corrections will be made on purchases over fourty-five days old.
**COVID-19 PROTOCOL: ALL ITEMS SENT IN FOR REPAIR OR EMBROIDERY WILL BE PROFESSIONALLY CLEANED PRIOR TO BEING PLACED IN PRODUCTION. CLIENTS WILL BE CHARGED FOR THIS FEE - PLEASE INQUIRE FOR PRICING PRIOR TO SENDING REPAIRS.
**Goods Damaged in Transit:
Product(s) damaged in transit (i.e. UPS, USPS, Motor Freight…) require you to notify us immediately. Note any apparent damage when signing for the receipt. In such cases, you can tell the driver you want to first open package to inspect for damage before signing for it. DO NOT REFUSE package — even if it has apparent damage. These claims need to be made within 24 hours. If possible, a photo of the damaged product and packaging will help speed up these types of claims.
Wrong item shipped:
If you identify that the wrong product has been shipped and you need to return goods to Exquisite Equestrian for correction, we will issue you a RMA number (Return Merchandise Authorization). To get a RMA number please email [email protected] or call/text us at 208-870-2869. If the error is our fault we will issue a call tag. The item must be packed in a box ready for shipment. Return goods ONLY after a RMA number (Return Merchandise Authorization) has been issued. After we receive the goods we will contact you to resolve the issue. And, we’ll do this promptly!
Missing Items:
A missing item means the packing slip says that an item should be in the shipment and it is not in the box (zero quantity shipped is not a missing item but rather an out-of-stock situation) this must be reported to us with in within 7 calendar days of receipt of your order.*
Provide the following information so we can process the claim for you quickly:
1) In your email letter to us, include your order number. This can be found on the picking sheet.
2) Let us know what item is missing, please use part numbers when possible.
We will arrange to replace or credit you for any merchandise missing from your order.
Custom Items:
Custom items are not eligible for returns or refunds. If we make an error, we will correct it. Please check your invoice and *mock ups carefully as product will be constructed with the colors and layout on the invoice and mock ups. No corrections will be made if the finished product matches the approved invoice and mock up. Custom is defined as any item constructed in a specific color combination, or personalized in any fashion (name, farm logo, etc.). All Phoenix West products are custom and not returnable.
*Mock Ups:
Computer generated renderings and colors are as close of a representation as possible. Please note there may be variations on your device screen. If you have concerns about colors mailed swatches are available. It is important to review the invoice as well as the mock ups.
Other:
All sales on Closeouts are final and not accepted as returns.
Sales Tax:
Customers purchasing products outside the state of Oregon are responsible for calculating and paying any applicable sales tax as required to their state. Canadian customers are also responsible for paying PST to their Provence and GST directly to the Government of Canada. All brokerage fees and applicable duties are the responsibility of the buyer and must be paid directly to the broker or appropriate governmental agency.
Order Cancellation:
Due to the custom nature of our products, orders may not be cancelled once they are approved and placed into production. If your order is not yet in production, cancellation is possible. However, if you paid with a credit card, there will be a 5% service charge assessed to cover credit card processing and transaction fees. Non custom items may not be cancelled once shipped.
THIS POLICY IS STRICTLY FOLLOWED WITH NO EXCEPTIONS.
Do not return goods unless we issue you a RMA number (Return Merchandise Authorization.) E-mail us to obtain a RMA number. Returns received without an RMA number will be refused.
**This timeline is critical for orders received via freight. Failure to report within 7 days will void any claim with the freight company (these are their words not ours).
**COVID-19 PROTOCOL: ALL ITEMS SENT IN FOR REPAIR OR EMBROIDERY WILL BE PROFESSIONALLY CLEANED PRIOR TO BEING PLACED IN PRODUCTION. CLIENTS WILL BE CHARGED FOR THIS FEE - PLEASE INQUIRE FOR PRICING PRIOR TO SENDING REPAIRS.
**Goods Damaged in Transit:
Product(s) damaged in transit (i.e. UPS, USPS, Motor Freight…) require you to notify us immediately. Note any apparent damage when signing for the receipt. In such cases, you can tell the driver you want to first open package to inspect for damage before signing for it. DO NOT REFUSE package — even if it has apparent damage. These claims need to be made within 24 hours. If possible, a photo of the damaged product and packaging will help speed up these types of claims.
Wrong item shipped:
If you identify that the wrong product has been shipped and you need to return goods to Exquisite Equestrian for correction, we will issue you a RMA number (Return Merchandise Authorization). To get a RMA number please email [email protected] or call/text us at 208-870-2869. If the error is our fault we will issue a call tag. The item must be packed in a box ready for shipment. Return goods ONLY after a RMA number (Return Merchandise Authorization) has been issued. After we receive the goods we will contact you to resolve the issue. And, we’ll do this promptly!
Missing Items:
A missing item means the packing slip says that an item should be in the shipment and it is not in the box (zero quantity shipped is not a missing item but rather an out-of-stock situation) this must be reported to us with in within 7 calendar days of receipt of your order.*
Provide the following information so we can process the claim for you quickly:
1) In your email letter to us, include your order number. This can be found on the picking sheet.
2) Let us know what item is missing, please use part numbers when possible.
We will arrange to replace or credit you for any merchandise missing from your order.
Custom Items:
Custom items are not eligible for returns or refunds. If we make an error, we will correct it. Please check your invoice and *mock ups carefully as product will be constructed with the colors and layout on the invoice and mock ups. No corrections will be made if the finished product matches the approved invoice and mock up. Custom is defined as any item constructed in a specific color combination, or personalized in any fashion (name, farm logo, etc.). All Phoenix West products are custom and not returnable.
*Mock Ups:
Computer generated renderings and colors are as close of a representation as possible. Please note there may be variations on your device screen. If you have concerns about colors mailed swatches are available. It is important to review the invoice as well as the mock ups.
Other:
All sales on Closeouts are final and not accepted as returns.
Sales Tax:
Customers purchasing products outside the state of Oregon are responsible for calculating and paying any applicable sales tax as required to their state. Canadian customers are also responsible for paying PST to their Provence and GST directly to the Government of Canada. All brokerage fees and applicable duties are the responsibility of the buyer and must be paid directly to the broker or appropriate governmental agency.
Order Cancellation:
Due to the custom nature of our products, orders may not be cancelled once they are approved and placed into production. If your order is not yet in production, cancellation is possible. However, if you paid with a credit card, there will be a 5% service charge assessed to cover credit card processing and transaction fees. Non custom items may not be cancelled once shipped.
THIS POLICY IS STRICTLY FOLLOWED WITH NO EXCEPTIONS.
Do not return goods unless we issue you a RMA number (Return Merchandise Authorization.) E-mail us to obtain a RMA number. Returns received without an RMA number will be refused.
**This timeline is critical for orders received via freight. Failure to report within 7 days will void any claim with the freight company (these are their words not ours).
Meet the Exquisite Equestrian Team of Sponsored Riders:
Client Photos
|
|
|
Brianne Goutal LLC has worked with Exquisite Equestrian since 2012 with respect to designing and producing our beautiful set up. Lyn and her team design and create, bar non, the most beautiful, highest quality scrims, coolers, work & feed boards, grooming boxes and embroidery on countless barn items. With our continuously busy show schedule, Lyn has exceeded our expectations with her keen eye for detail and ensuring our products are always perfect. We trust Exquisite Equestrian for every detail, both small and large, of our set up. Brianne Goutal, Brianne Goutal, LLC - New York, NY
Denise Wilson
Denise Wilson