Looking to return or exchange?  

We are here to help! Are you located in Canada or the U.S.? Grab your order number from your confirmation email and click the get started link below. 

For International orders outside of Canada and the U.S. please see instructions below. 


Our Return Policy

Something not quite right? We understand that head's are all shapes and sizes, and we want you to be happy with your Ponyback. If you are finding you are in need of an exchange or return - we are happy to assist! 

You have 30 days to contemplate the fit of your hat, but please ensure you keep all stickers intact, and don't throw out your cardboard inserts and original packaging until you are confident it is a keeper! ** NOTE: We are extending our exchange policy to add another 30 days (total of 60 days) for the holiday season!


We offer free shipping on exchanges within Canada and the U.S. Please note that after an exchange is made, the exchanged item is Final Sale and not available for return/refund.

*Special instructions apply for international orders (outside of U.S. and Canada) see below

*Exception - Final Sale items (cannot be returned or exchanged)


Returns will be charged a $10 flat fee to help offset the cost of the return shipping label. (This does not apply to international orders outside of Canada and the U.S., please see special instructions below).

*Special instructions apply for international orders (outside of U.S. and Canada) see below

*Exception - Final Sale Items (cannot be returned or exchanged)


Original shipping costs are non-refundable. 

International (Outside of U.S. and Canada)

As a small start-up we are unable to provide free shipping on returns and exchanges to our international friends at this time. However, instead of paying high the costs of international shipping, we are happy to provide you with a discount code on your next purchase to try out another size. Just email our team at with your order #. 

We recommend for your first purchase, to group order with a few friends and try out a few different sizes to get a good understanding of our Ponyback fit :). 

IMPORTANT NOTE: If you fail to pay your customs charge in time, or refuse to pay the charge - we will NOT be able to reimburse for your order and will not provide a refund or reship.