At Saddle Shop, we take as much care with your satisfaction as we do in crafting our premium equestrian products. Should any item not meet your expectations, our straightforward returns process ensures a resolution worthy of our discerning clientele.

Our Returns Promise

We accept returns within 15 days of delivery for most items in original condition with tags attached. Like the precision fit of our Bates Leather Saddles, we’ve designed this policy to be both comprehensive and rider-focused.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Blue Sweet Iron Horse Bits (due to material contact with horses)
  • Coat, Mane and Tail Care products (opened containers)
  • Anti Rub Horse Vests (worn items)
  • Custom or special order items from our All Griffin NuuMed and All LeMieux collections

Simple 3-Step Return Process

Step 1: Initiate Your Return

Within 15 days of receiving your order, email our customer service team at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer refund or exchange
Return Request Template: Subject: Return Request – Order #[Your Order Number] Dear Saddle Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item(s) for return: – [Product Name] – [Size/Color if applicable] Reason: [Please specify] I would prefer: ☐ Refund ☐ Exchange for [Product Name/SKU] Shipping Method Used: [Standard/Free Shipping] Best regards, [Your Full Name] [Your Contact Information]

Step 2: Package & Ship

Once approved, you’ll receive return instructions. Please:

  • Repackage items securely in original packaging
  • Include all tags and protective covers (as with our Back Relief Pads)
  • Ship to our Albuquerque facility using a trackable method

Return Address:
Saddle Shop Returns
3530 Westfall Avenue
Albuquerque, NM 87109 USA

Step 3: Inspection & Resolution

Our quality team will inspect returned items within 3 business days of receipt. You’ll receive email confirmation when:

  • Your refund is processed (typically within 5 business days)
  • Your exchange item is shipped (with updated tracking)
  • If there are any issues with the return condition

Refund Details

Refunds are issued to your original payment method:

  • Credit/Debit Cards: 3-5 business days after processing
  • PayPal: Typically within 24 hours

Original shipping fees are non-refundable except for defective items. For exchanges, we’ll cover standard shipping costs back to you.

International Returns

For our global customers (excluding restricted regions):

  • You’re responsible for return shipping costs
  • Mark the package as “Returned Goods” to avoid customs fees
  • Refunds will be in USD and may vary slightly based on exchange rates

Damaged or Defective Items

If you receive a damaged item (like a compromised Bridle Snaffle or torn Brushing Boots):

  1. Contact us within 48 hours of delivery
  2. Include photos of the damage and packaging
  3. We’ll arrange a prepaid return label if needed

Equestrian Excellence Guarantee

We stand behind every product as firmly as a rider trusts their Arena Saddle. If you’re unsatisfied with any item’s performance for its intended equestrian use, contact our specialists for personalized solutions beyond standard returns.

For further assistance with returns or exchanges, please email [email protected] or call our Albuquerque office during business hours.