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! 

HOLIDAY EXTENSION! We are excited to offer a holiday extension on the returns/exchange window. All orders placed after Oct.1/22 will have the ability to return or exchange by January 31st, 2023 (original stickers and cardboard inserts must be intact).

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. ** Please note, the exchange window for gifts during the holiday season will be extended past our 30-day window for your convenience - if you have an issue processing your gift exchange please contact help@ponybackhats.com for assistance. 

 

  • *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 lowercase) 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 CAD 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 returned 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)

All purchases are FINAL SALE. As a small Canadian business, we are unable to provide returns and exchanges to our international friends (outside of Canada and the U.S.) at this time. 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 :). Our size chart is only a guide, head shapes and hair thickness can also plan a role in hat fit. If you have any questions or concerns about our international returns policy - please email help@ponybackhats.com.

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.