How can we help?

Happy to help, send us an email:
help@ponybackhats.com
We will respond within 2 business days! 
Pro tip: Add our email address help@ponybackhats.com to your Safe Sender or Contacts list so that our reply doesn't end up in your Junk/Spam folder.

 

FREQUENTLY ASKED QUESTIONS

How do I know what size I should order? 

  • We recommend you measure your head, yep get out a flexible measuring tape and wrap it around your head, where your hat would normally rest. For video help and details on fit check out the sizing chart

What is the difference between the Everyday/Adventure and Sporty fits?

  • Here are a couple of TikTok Video's to show you the difference:
  • Key differences explained:
    • Everyday Fit - soft cotton/spandex blend; great for casual wear; to clean wipe with a damp cloth.
    • Adventure Fit - recycled polyester/elastane blend with a stiff front structure; moisture wicking and great for sweaty outdoor activities; can also be gently hand washed in cold water.
    • Sporty Fit recycled polyester/elastane blend with NO front structure; moisture wicking and great for running, working out and also outdoor activities; can also be gently hand washed in cold water.

Where do you ship to? 

  • Please review our shipping policy  for a detailed explanation of the carriers we use.
  • We offer shipping to MOST countries worldwide, please contact help@ponybackhats.com if you have questions about our shipping locations! 
  • Shipping times vary depending upon carrier selected. 
  • In Canada and the United States - estimates provided at checkout should be quite accurate. Please add 3 to 5 days for packing your order. 
  • For the Rest of the World, current worldwide shipping times could take 14 days to 3 months depending upon your location.
  • For Worldwide shipping, please note that there could be import and custom fees on your package. 
    • 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.

How do you ship? 

  • We offer free standard shipping on orders of $75 cad or more! 
  • Ponyback shipping rates are calculated based upon real-time rates provided by our courier providers. 
  • Currently, we are using Canada Post, UPS, Fedex, and USPS.

What is your return policy? 

  • We offer returns and exchanges for up to 30 days for our friends in Canada and the U.S. Please review our return/exchange policy for details on shipping costs and notes for our International friends! 
  • Are you gifting for the holiday's? We've got you! We will provide an exchange extension on holiday gift orders to 90 days until January 31, 2023.

How do I take care of my Ponyback ponytail hat? 

  • There are different care instructions for our different fits. 
  • Everyday Fit (Cotton) - wipe with a damp cloth and spot clean for best results. 
  • Adventure and Sporty Fit - gently hand wash in cold water and air dry.