Customer Service Policy – The Horseman’s Store

This Customer Service Policy describes how The Horseman’s Store (“we,” “us,” or “our”) handles customer inquiries, returns, cancellations, and shipping related to purchases made through our website.

Customer Support

We are committed to providing responsive, professional customer service for all online purchases.

Email: custserv@horsemans.com
Phone: 409-883-8000

Mail:
The Horseman’s Store
P.O. Box 2904
Orange, TX 77631

Live-person customer support is available during regular business hours.
We respond to all customer inquiries within one (1) business day.
Customer complaints are resolved within five (5) business days.

Customer Service Management & Availability

Customer Service Manager: Brandy Winston

Number of fully dedicated customer service staff: 3

Customer Service Hours (Central Time):
Monday: 9 AM – 6 PM
Tuesday: 9 AM – 6 PM
Wednesday: 9 AM – 6 PM
Thursday: 9 AM – 7 PM
Friday: 9 AM – 6 PM
Saturday: 9 AM – 6 PM
Sunday: 12 PM – 5 PM

Live-person customer support is available during the above business hours.

Returns and Exchanges

We accept returns of new, unworn merchandise within 30 days of the original purchase date, excluding sale and closeout items.

To be eligible for a return or exchange:

The item must be unused and in the same condition as received.
The item must be in its original packaging.
A receipt or proof of purchase is required.

All returns are processed directly by The Horseman’s Store. Manufacturers are not responsible for returns placed through our website.

Order Cancellations

Orders may be cancelled for a full refund only if the order has not yet shipped. Once an order has shipped, it cannot be cancelled. To request a cancellation, please contact our customer service team immediately and provide your order number.

Shipping

Orders are processed within 1–2 business days.
We ship via UPS, FedEx, and USPS.
Tracking information is provided once your order ships.
Shipping costs are displayed at checkout prior to payment.
We ship only within the United States.

Changes to This Policy

We reserve the right to update this Customer Service Policy at any time. Updates will be posted on this page.

Effective Date: June 21, 2024