Horse Lovers Store
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Shipping & Returns

p>his section contains information on our Shipping Policy (1.1), Accepted Payment Methods (1.2) and our Returns Policy (1.3)

1.1 Shipping Policy – Horse Lovers’ Store (HLS)

Where Do We Ship?

We endeavor to ship our products to any location in the world. However, some restrictions do apply which are noted below. You will be notified if we are unable to ship specific items to the address you have selected.

Items too big to ship to a P.O. Box must be shipped to a street address.

Some restrictions or special instructions apply to APO, FPO, U.S. Protectorates, CMRA, and international addresses. Please read below to ensure that you enter the correct information for these addresses.  

APO & FPO Addresses: City Field - Enter “APO” or “FPO.” State/Province/Region Field – Enter the 2 letter code for the region, e.g. typically “AE” for Europe, Canada, Africa or the Middle East, “AA” for Americas, “AP” for Asia or Pacific. Country Field – always select “United States” regardless of where the recipient is located.

Guam & U.S. Protectorates (Puerto Rico, Virgin Islands – U.S., Guam, American Samoa, Marshall Islands, Northern Marian Islands, Palau or Federated States of Micronesia): Country Field – “United States.” ZIP Code Field – confirm the correct zip code.

Commercial Mail Receiving Agency (CMRA Address): For CMRA private mailbox holders do not use “Box” for your mailbox number, instead use # or PMB. It is important that your address is not mistaken for a P.O. Box.

International: We accept orders from customers around the world. However, product availability, shipping rates and fees may vary depending on the delivery address. Your package may be subject to the customs fees and import duties of the country to which you are having your order shipped. These charges are always the responsibility of the recipient. Charges may include import taxes, custom duties and other import fees and are levied when the shipment reaches the destination country. These charges vary by country and we strongly recommend that you contact your local customs office for further information.

The customer is responsible for ensuring that the products ordered can lawfully be imported into the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. HLS is not responsible for any additional charges associated with refused or returned shipments where authorities in the receiving country deem that the product cannot be imported. HLS values our customers’ privacy but please be aware that we do provide order, shipment and product information with each delivery to facilitate customs clearance and to comply with local laws and stress that international and cross-border shipments are subject to opening and inspection by custom authorities. If you are sending an item as a “Gift”, the package will be marked as such; however, the item cost will be stated on the customs form which is required by customs authorities. Please note that for international orders, if an item or order is returned to us, you will become the exporter from the destination country and title and risk of loss transfer to HLS only upon receipt at our fulfillment center.

How Do We Ship?

Excluding virtual orders (i.e. building plans which are sent via email on pdf files) and Amazon fulfilled book and DVD orders, all physical orders fulfilled by HLS, are shipped via standard Post. If you want to expedite your HLS order, i.e. have it shipped faster via UPS or FedEx or another service, please send an email to support2016@horseloversstore.com and we will determine the delivery cost and have it added to your invoice.

How Much Does It Cost?

Shipping costs are calculated and provided to the customer at the time of order placement based on the weight/size of the package and the destination (different rates apply for domestic, U.S. and international locations).

When Do We Ship & When Will I Receive My Package?

Building Plans – Virtual copies (pdf files) of building plans are sent via email to the customer within 48 hours of order placement and payment confirmation.

Book and DVD orders are fulfilled by Amazon based on in-stock position, payment confirmation and the delivery method selected by the customer. Delivery ship dates and lead times will be indicated by Amazon when the customer confirms their order.

Custom Built Products – These items are clearly indicated and ship within 3 to 4 weeks of order placement and payment confirmation. Examples of custom built products include cupolas, wooden rocking horses, grooming boxes, bat and bird houses, saddle racks, and tack boxes and chests.

All Other Products – Orders are fulfilled by HLS generally within 48 hours based on in-stock position, payment confirmation and the destination address.

Problem With Your Order?

Although we strive to ship our orders 100% accurately and in good condition, please let us know immediately if there is a problem with your order. Please send an email to support2016@horseloversstore.com indicating your name, billing address, shipping address, order #, and the nature of the problem and quoting the item # in question (e.g. defective item, wrong item shipped, missing item, etc.).

1.2 Accepted Payment Methods

Customers may pay by check/cheque or money order or by Credit Card (through PayPal). Please state your preferred payment method during the order checkout process. Orders will be shipped when successful payment has been confirmed. If you want your order to be shipped quickly, we recommend that you select Credit Card/PayPal as the payment method because when an order is paid by check/cheque, the check/cheque must clear the financial institution before the order will be shipped.

1.3 Returns Policy – Horse Lovers’ Store (HLS)

Gift Returns: If you wish to return a gift that was sent to you by someone else you must notify the person who sent you the gift because we can only issue a refund to the original order placer/payer.

Non-returnable Items: The following items are not returnable - Building Plans (pdf files) & custom Wood Products.

Custom Products (Such as Wood Products): cannot be returned because these are built to order, however defective merchandise will be replaced.

Other Stocked HLS Products: can be returned in original and complete condition (person returning the item is responsible for paying all shipping, customs, duty and export taxes where applicable).

Return Process: HLS must receive advance notice of all returns. Customers can return items only based on the above policy. In order to request a return, please send an email to support2016@horseloversstore.com with “Request for Return” in the email subject line and indicate your name, billing address, shipping address, order #, the item # for the returned item, and reason for the return in the body of the email.