Refund policy

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. Or go to returns.ponybackhats.com 

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

 

Our Return Policy

Something not quite right? We understand that heads 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! 

Exchanges 

We offer free shipping on exchanges within Canada and the U.S. on your first exchange. All exchange items must be in their original packaging (original stickers and cardboard intact). Do not remove the stickers until you are confident it is a keeper! Please note that after an exchange is made, the exchanged item is Final Sale and not available for return/refund. To start an exchange go to: returns.ponybackhats.com ensure you have your order# and email address (in lower case) that you used to process your initial order.

  • *Exception for international orders (outside of U.S. and Canada) see below
  • *Exception - Final Sale items (cannot be returned or exchanged)

Gift Exchanges 

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

 

  • *Exception for international orders (outside of U.S. and Canada) see below
  • *Exception - Final Sale items (cannot be returned or exchanged)

To process a gift exchange: 

  1. Go to: returns.ponybackhats.com
  2. Select Returning or exchanging a gift? - START HERE
  3. Enter the order# and email (in lower case) of the person who originally purchased 
  • IF you don't have that information select -Don't have your order information? and complete the form. One of our customer support staff will follow up with the order# and email of your gifter so you can proceed with the exchange. Once you have your order # and email proceed back to step #1.

 

Returns

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). All return items must be in their original packaging (original stickers and cardboard intact). To start a return go to: returns.ponybackhats.com ensure you have your order# and email address (in lower case) that you used to process your initial order.

  • *Exception for international orders (outside of U.S. and Canada) see below
  • *Exception - Final Sale Items (cannot be returned or exchanged)


Shipping

Original shipping costs are non-refundable. 

International (Outside of U.S. and Canada)

As a small business, 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 help@ponybackhats.com 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 you for your order and will not provide a refund or reship.