CUSTOMERS

Policies

What is your returns policy?

Our store is consignment, so there is a no-returns policy.

Online Orders

I don't have a paypal account, how do I check out?

You can check out as a guest. You do not need to have a Paypal account to pay with a credit or visa debit card. Paypal is simply the most secure payment platform available.

For shipped orders, enter your postal code - ensure you put a space in the postal code or it can cause a glitch.  Once you enter the postal code the Paypal button will be activated below it and you can click to commence check out.

If you want to collect in store, then you need to click then simply select Pick Up and the Paypal button should immediately become active for you to check out.

I've ordered online, when will my order ship/when can I collect?

Please allow us 2 full business days to pull and pack orders for shipping and pickup.

Online orders not collected within 2 weeks of order will be charged storage fees of $2/week.

We ship orders on Saturdays. Orders must be received 2 business days prior to be included in the weekly shipment.

Shipping

Large item shipping, will it cost extra?

For most orders, the online store will accurately calculate your shipping based on item-weight.

However, it is challenging to appropriately calculate appropriate shipping on large or bulky items including saddles, stands and some winter blankets etc.

We reserve the right to adjust shipping fees for any orders where shipping is not correctly auto-calculated at checkout.

Additionally, for any orders that we find have been significantly overcharged for shipping - we will return the additional funds to store credit to use at your leisure.

My shipping came up as free, is that correct?

We sometimes offer free shipping over a certain order threshold - however, this will always be advertised on our home page in the banner.

Occasionally the system may incorrectly calculate free shipping outside of these sales.

Any orders that are calculated as free shipping outside this sale, will be contacted and charged the appropriate shipping rate before items are shipped out.

Saddle Trials

Do you allow saddle trials?

YES! Saddle trials are important to make sure you have the right fit. We require you fill out the saddle trial agreement, provide a copy of your ID and a credit card that we will pre-authorse for the value of the saddle + GST. Saddle trials are 1 week long.

Can you ship a saddle trial?

YES! Shipping is at the trialers expense. Shipped saddle trials are a maximum of 10 days in length including shipping.

Please see the information on saddle trials above.

I purchased a saddle and it doesn't fit, can I return it as a saddle trial?

No.

Purchases are a different process. Consignors have visibility to see the status of their items at all times. Sales are visible immediately and trials follow a different procedure which they can also see.

It is our duty to follow processes accurately to ensure fairness to all consignors who have trusted us with their inventory.

General

Why don't you measure English Saddle gullets in inches point to point?

This does not offer a true measurement. The tree points in English saddles aren't accessible for us to provide a true tree-point to tree-point measurement. Measuring button to button, does not provide an accurate comparison between various saddles as these are not the actual tree points, and their location differs by brand, model, style etc.

We measure width based on a standard medium bust, so all of the widths for our saddles are directly comparable to each other in the store. They also align with the makers marks for the brands that stamp their widths (these will be included in the listing if provided).

Tree points are visible and measurable in Western saddles, hence the industry standard sees these measured in inches.

Easter sale - Limits & free shipping minimums

Free shipping for our easter sale is on orders over $150. If your cart total is more than $150 (before tax) and your free shipping isn't coming up, please select in-store pickup and note that you'd like shipping in the comments section. 15% off applies to all inventory, except saddles. Saddles are 5% off.

CONSIGNORS

When can I drop consignment off?

We receive consignment during all business hours.

To save you time, we suggest you review the agreement and fill-out your inventory prior to bringing your items to the store. To review/print the contract please see 'Consign with us' in the menu at the bottom of this page.

If you are unable to pre-print the agreement you can fill this out in store, please arrive early enough to allow yourself time to complete thoroughly this before the store closes.

What items do you accept on consignment?

All items and apparel related to owning, riding, driving and managing horses. We do require that all items are clean and in good repair.

Items that require cleaning or repair will be charged at the market rate. It will also delay the entry of consignment into our inventory.

How do you price items for consignment?

Consignors may opt to price their own items, or they may leave the pricing to our team. Consignors may contact us at any time if they wish to make a change to the listed price of their active items.

When we price items we take the following factors into consideration:

• Brand
• Condition
• Cost New
• Supply/Demand

How do I log in as a consignor?

There are two methods to access/review your account;

This website: Click on the person icon in the top right corner of any website page.

The Ricochet Consignment App: Download the app on Apple or Android to instantly access your account, view your inventory and available credit, set reminders and notifications.

Log-in Information
Username: The email you provided us.
Password: The phone number you provided (10 digits) with no spaces or dashes.
Store Name/ID: tudorequestrian (mobile app only).

Phone us at the store if you have any issues accessing your account.

Having trouble accessing the log in?

Try another browser. Internet Explorer, and sometimes Safari, don't display the pages correctly and sometimes kicks you back to the homepage rather than sending you to log in. Phone us if your user information isn't recognised.

How to I collect my consignment items?

Item collections require 1 weeks written-notice.

This time is required for us to collect items and complete the administrative processes and remove them from the online inventory.

Please note, item remain available for sale during this week notice until they are able to be processed.

Depending on the timeframe since you dropped off, and the terms of your specific agreement, there may be an admin fee payable for early collection. Please refer to your agreement or contact us for specific details.

My items are showing as donated, expired or sold expired, what does that mean?

Depending on the time frame since you dropped off your consignment, and the terms of your specific agreement, items can only remain in the store/on the floor for a set period of time.

Items must be sold or collected prior to this time frame elapsing, or they expire and either become store inventory or the items/their funds are donated to an equine charity.

Please refer to the specific terms of your consignment agreement.

Expired items cannot be collected.

How do I use my credit or request a payment?

Credit is available to make purchases immediately after the sale of an item. However, credit is only available to be requested for payment on or after the 15th of the month following the items sale. Payments take 10 business days to process.

Please check your account to ensure you have $100 or more of current and AVAILABLE credit before completing this form, then submit your request here.

Note: we will NOT notify you if you do not have enough available credit for your request. The system will automatically cancel these requests.

What is the definition of AVAILABLE credit?

Available credit is the total payable for all items sold  in the previous months; assuming you are completing this request on or after the 15th of the current month. For example:
-A March 15 request would include all items sold up-to and including February 28
-A March 14 request would include all items sold up-to and including January 31