If for any reason you’re not completely satisfied with your purchase from The Bony Pony, we are happy to help. We offer a flexible return policy to ensure your peace of mind. 

If you need to return an unused product, simply send it back to us within 21 days of receipt (as indicated by the shipping carrier). Please make sure the item is in NEW condition, with all tags and packaging intact. Unfortunately, we cannot accept returns for used, abused, or broken items. 

Please note that shipping charges will not be refunded, and clearance, closeout, customized, or special order items are non-returnable. Additionally, we cannot accept returns on books, feed supplements, or wormer. For horse blankets and other merchandise, they must be in their original packaging.

At The Bony Pony, we strive to provide exceptional customer service, and that includes handling returns in a fair and efficient manner. Whether you’re looking for an exchange, store credit, or a refund, we’ll work with you to find the best solution. 

If you have any questions or concerns about our return policy, don’t hesitate to contact our friendly customer service team at 1-888-317-7513 or [email protected]. We’re here to help!

Yes! Footwear is fully returnable. All we ask is that you do not wear it outside or damage it in any fashion. If you need to return your footwear for any reason, please re-box your boots carefully and then wrap the box in brown paper. Please do not stick shipping labels directly onto the box as we want to be able to send out the boots to another customer looking as fresh and nice as when you received them.

Because we want you to be absolutely satisfied with the footwear, here are some suggestions about trying them on and thoughts on fit:

• – Please take the time to try them on and walk in them on a carpet inside the house.
• – If your feet are prone to swell by the end of the day, then this would be a good time to try them on.
• – All riding boots will slip at the heel until you have worn them for a while. This is to be expected and is not a fault in the fit. Given a little time, your heel will mold the back of the boot to fit, and the slipping will stop.
• – You should be able to easily wiggle your toes and not feel the front of the boot with your toes. All pull-on style cowboy boots should require a bit of pressure to put on as they are snug through the throat (this holds the boot on). Also, the ankle area will be loose with this type of boot. If you like a snug ankle, choose a lace-up style.
• – Trying tall boots on with a nylon boot sock or pantyhose will help them slide on easier.
• – Please do not put baby powder or boot stretch on your boots until you have decided to keep them, as this will make them non-returnable.
• – Tall boots should be snug and look “too tall”. This is because they will drop at the ankle over a period of time. So start 1-1.5 inches taller than you think you want them. Dress boots with a stiffened back used for dressage will not drop. Boots with zippers drop only about 0.5-0.75 inches.
• – You will need to use boot hooks to get on tall boots that do not have zippers. If you can just pull them on without using hooks, they are probably too big/wide. To get them off again, please have someone pull them off for you, or use a boot pull WITH CARE. Position the boot in the pull so that it cannot catch the sole of the boot and pull it off.
• -Once you have worn footwear outside, they are not returnable.

If you’ve purchased a product from The Bony Pony and it turns out to be defective, don’t worry – we’ve got you covered. We understand that it can be frustrating when something you’ve purchased doesn’t meet your expectations, but we’re here to make it right. 

If a product breaks or becomes damaged within a reasonable length of time (typically less than one year) due to a manufacturing defect, we will replace or refund the purchase price at the discretion of the manufacturer. Please note that this process may take some time, usually around 20-30 working days, as we need to send the item back to the manufacturer for inspection and replacement or credit.

To initiate a return for a defective product, please call our store to obtain a return authorization number. This will ensure that your return is processed smoothly. We also recommend shipping your return back to us using UPS or US Postal Service with insured service, as this will protect you in case the shipment is damaged or lost in transit. Additionally, it will allow you to easily track your return shipment through the carrier.

When returning the product, please include a copy of your sales slip and a brief note explaining what you would like to do with your return. Our goal is to provide exceptional customer service and ensure that you are satisfied with your purchase, even in the event of a defect.

At The Bony Pony, we value your trust and will work diligently to resolve any issues with defective products. Your satisfaction is our priority, and we appreciate your understanding and cooperation throughout the return process.

If you need to exchange an item purchased from The Bony Pony, we’re here to help make the process as smooth as possible. Simply give us a call at our toll-free number, 1-888-317-7513, to verify that we have the item you would like to exchange for in stock. Our friendly customer service team will be happy to assist you in finding the right replacement.

Once you have confirmed the availability of the desired item, follow the return instructions outlined in our return policy. Make sure to include a copy of your receipt and a brief note specifying what item you would like to exchange for and whom you spoke with on the phone.

Upon receiving your returned item, we will process the exchange in a timely manner. It’s important to note that any difference in price between the exchanged items, as well as shipping costs to return the new item to you, will be charged or credited to your card accordingly.

At The Bony Pony, we value your satisfaction and are committed to providing excellent customer service throughout the exchange process. If you have any further questions, or need assistance, please don’t hesitate to reach out to us. We’re here to help you find the perfect product for your needs.

The quickest way to answer your question is to call our toll-free number and speak with one of our sales representatives at 1-888-317-7513. We are available 10 AM to 5 PM PST Monday – Saturday and 11 AM to 4 PM on Sunday. You may also email any questions that you may have to [email protected]. Please keep in mind that we check our email periodically throughout the day (Monday through Friday) until 4 PM PST, and any questions received after 4 pm will be answered the following day.

We want your new saddle to work well for both you and your horse, so we have developed our Limited Saddle Trial Program that allows you to try a saddle out before you commit to it. Our Limited Saddle Trial Program allows you to check saddle fit on a saddle you have purchased, but it does not allow you to ride extensively in the saddle. With our Limited Saddle Trial Program, you will be able to girth the saddle up and sit in it to check to see that it fits and is comfortable for both you and your horse. You will not, however, be able to ride around in it. You will need to be extremely careful with the saddle, and follow our specific use instructions. If you do not, you will not be able to return the saddle and get a refund. Please read our instructions carefully before proceeding with the trial. The instructions will include how to send the saddle back to us, including getting an RMA number and how to package the saddle. Please refer to our Limited Saddle Trial Program under Customer Service.

We have over 43,000 items in our retail store and cannot possibly include them all in our online store. If there is something that you need but you can’t find it in our online store, please call us at 1-888-317-7513 or 360-424-3500. Chances are we may have it right in our store and can include it with your order. If we don’t have it in stock, we will be happy to special order it for you. You can also find a link to our special order form here . Please note that special orders for items we do not carry in our retail or online store will not be returnable.