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.¬†
  • Beanie Fit - gently hand wash in cold water and lay flat to dry.