Do you have a retail store where I can come to shop?
Yes, we do! See our RETAIL STORE link for complete details on our location and hours.
I have more than one Coupon Code but it won't let me enter them both
We apologize for the inconvenience. Our shopping cart system only allows one coupon to be redeemed per order. Occassionally we will give coupons for Buy One, Get One Free, or Free Shipping; in which case, we ask that you mention the coupon code in the Comments Box at checkout. We will make certain to apply any applicable second coupon to your order at time of processing. We cannot combine discounts, such as % off or $ off coupons. See COUPONS page for other questions regarding Coupon redemption.
Why isn't my Coupon Code working?
Coupons are applicable to many regular price items on our website, however there are some exclusions. Please see the terms at the bottom of the coupon for any products that the coupon will not work on. Some of our standard exclusions include Saddles, Used / Consignment Items, Consumables (treats, chemicals, supplements, etc), Clippers, Sale & Clearance, as well as some items not permitted by manufacturer.
The Carousel Horse said they shipped my item, but I never got it in the mail
Please wait a minimum of 2 weeks for orders sent to a US address, 6 weeks for international before action is taken.
I can´t wait two weeks, I need my item NOW!
If you cannot wait two weeks we will recharge you the full amount of the invoice and ship the item again. If you receive two shipments in the mail due to one being delayed and not lost, we will issue a full refund of the second payment less shipping upon return of the duplicate item(s). We will not pay for return shipping in either case. Please be advised the you are responsible for using proper packaging and purchasing insurance at the post office when returning an item to us. If the item is not received back or is received in non-resellable condition, we will not issue the refund. No exceptions.
You made a mistake and sent my package to someone else!
We’re sorry if we messed up your address. Occasionally with our large volume we make this simple error. We will gladly resend your product if you contact us explaining what happened and to whom the order should have gone.
You sent me the wrong items, now what?
We will arrange with you the return of the incorrect items and ship out the correct item once we receive the other item back. If you cannot wait for the exchange, we will put in a second order, then issue a credit once the first shipment is received back.
The item you sent doesn't exactly match the description / photo of the product on your website
The description and photos on our website are provided by the manufacturer of the product. Occasionally the manufacturer may make slight changes to the product without updating their information. With the volume of products we deal with we cannot check every item against the manufacturer's description & photo of that product during every incoming shipment. Please be aware that due to lighting, computer monitor settings, or variations in production batches, the color / finish of a product you see on your screen may differ slightly from the actual item, however the functionality and overall quality of the product will remain the same. We make every effort to accurately represent items sold on our website. If you are unhappy with the product, please contact us for return authorization. We will issue a full refund, less return shipping charges.
Do you accept International Orders?
Yes, depending on the item (some countries have item restrictions). See the International Order section under SHIPPING for more details.
We are required to charge sales tax on all orders shipped to addresses in Pennsylvania, US only. No tax will be charged on orders shipped outside the state of Pennsylvania, US. Generally, in the state of Pennsyvlania, clothing is nontaxable except the following: (1) Formal day or evening apparel; (2) Articles made of real, imitation, or synthetic fur where the fur is more than three times the value of the next most valuable component material; and (3) Sporting goods and clothing normally worn or used when engaged in sports. As our site falls under the Sporting Goods category, we are required to charge state sales tax on these items.
Out of Stock / Backorders
Occasionally we may run low on certain items due to hold-ups from our suppliers or miscalculations of our stock. Our website cannot always accurately reflect current inventory as it changes daily. In this case we will notify you with an expected ship date. Please note that the expected ship date is an estimate provided by the manufacturer and can be subject to change. It is in no way a guaranteed date for shipment. If the date should change we will notify you as soon as we can. You can cancel at any time prior to the item being shipped.
Special Order / Customized Items
Special order saddles are non-refundable once the order has been released to the manufacturer. A note stating such is placed on each special order saddle page. Half the amount of a special order is charged at the time the order is placed; the remaining balance is charged to the credit card on file upon shipment.
Customized items are non-returnable and cannot be cancelled once they are sent for engraving or embroidery.
I can´t find what I´m looking for?
First try using our Advanced Search feature located the homepage. If you still can´t find it. Please E-mail us.
I´m not sure if I want to fill out your forms, will you sell my information?
ABSOLUTELY NOT! We keep information on file only for our own use and will not be used by anyone else but The Carousel Horse, LLC for order updates. All customers will be invited to join our email list when they create their account. You can unsubscribe at any time by using the link at the bottom of the email.
I still have a question. Do you have a Customer Service telephone number?
For fastest service, please use the Live Chat on our website, email us at firstname.lastname@example.org, or text to 724-900-9451. If you have any questions not answered above, please contact us at 888-406-2030 Monday through Friday 10 am - 5 pm Eastern. Customer service will typically respond to any voicemails within 1 business day. When you contact us via e-mail, you will have an answer from a customer service rep generally within one business day day as well. Depending on your question, we may involve the manufacturer, product specialist etc. so as to get the best response the first time. Further, by working with each customer online, we can refer back to messages and reduce errors, redundancy etc. Instead of speaking to a call center, you are communicating with riders that will respond with meaningful information.