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Returns Information Center

 
RETURN CENTER TOPICS

Need help with your return or exchange?

Call us 24/7: 1-800-461-8898

100% Happiness Guarantee

At SmartPak, your happiness is at the core of everything we do. As a company of riders and horse owners, we put our products to the test in our barns and on our horses, and back every order with our world-class customer service so that you can shop with confidence. As part of our Happiness Guarantee, we promise you:

  • Expert advice from riders
  • Free shipping every day
  • Free return shipping on sized items up to 45 days
  • Hassle-free returns up to 60 days

Need to return something?

Our Online Returns Feature makes the process quick and easy! Here's what you need to know:

  • Items are eligible for return up to 60 days from purchase
    • Items returned within 45 days from purchase are eligible for a full refund, exchange, or account credit
    • Items returned within 46-60 days are eligible for an exchange or account credit
  • Items must be returned in like-new condition with the original packaging. We are unable to process a return on dirty, unwashed, or used items (for defective or warrantied items, please see special instructions below)
  • Final Sale items cannot be returned or exchanged
  • Supplement bags/buckets can only be returned if sealed & unopened. Custom, daily-dose SmartPaks cannot be returned
  • See special instructions below for further information on how to return select items, including warrantied or defective items, blankets, customized items, helmets, protective air vests, supplements, oversized items, and undergarments

Now that the fine print is out of the way, head over to your Order History Page. Look up the item(s) in your order history and click on the "Return this item" link. We'll ask you a few simple questions to help you complete your return.

Please Note:
  • We recommend using a SmartPak-issued return label, and items must be returned using the shipper designated on the label.
  • All returns, regardless of whether they are free or paid, should be scanned by an agent at the correct facility. Please avoid drop-offs/drop-boxes or pick-ups.
  • Please retain proof of shipment (paper receipt or email) until your return is processed through our facility.
  • Returned items lost in transit without proof of return shipment will not be refunded.

If you need assistance with your return, please give us a call at 1-800-461-8898. This is recommended for more complicated returns – for example, if your item is damaged, if you'd like to make an even exchange instead of a return, or if you received an item as a gift.

Free 45-day returns on sized items

As riders, we know that it can be tough to buy new tack or a pair of boots without trying them on. That's why we moved the fitting room to your living room (or barn). From breeches to blankets, if you or your horse can try it on, you can return it, free! If you complete your return online or by phone within 45 days of the purchase date, and the item is in like-new condition with the original packaging, you can return it, free. We'll provide you with a SmartPak pre-paid return label. Some sized items are eligible for free returns but may require special handling. Find out more in the section below.

A SmartPak pre-paid return label will not be provided for sized items returned within 46-60 days of the original purchase date, and you will be responsible for paying any return shipping fees.

Special Instructions

If you're trying on a new blanket for fit, please keep the tags attached and use a clean sheet underneath to keep the blanket in like-new condition in case you need to return it.


For Ultimate turnout blankets and sheets covered by our 10-Year Indestructible Guarantee, and Ultimate stable blankets and fly sheets covered by our 3-Year Durability Guarantee:


  • If anything happens to them within their respective warranty lengths, we'll exchange it for a new one in the same size – no matter what! It's that easy.
  • The guarantee does not cover blankets that have embroidery stitched anywhere other than the surcingle straps, as it compromises the integrity of the blanket.
  • If it is eligible under our Guarantee, contact our Customer Care Team to initiate getting a replacement!


Used blankets that are being returned due to damage or defect must be washed before being returned. We cannot process returns on unwashed blankets. Have questions about returning your blanket? Our Customer Care Team is just a call, click, or text away!

Items that are personalized with embroidery or engraving are eligible for a full refund or exchange. These items need to be in like-new condition with tags and packaging intact, unless there's a defect. For defective returns, items need to be washed/cleaned before being returned. We cannot process returns on soiled items.

Please contact our Customer Care Team to initiate a return or exchange on damaged, defective, or warrantied items.

Dog food and supplements may be returned as long as the original packaging seals aren't broken. Return shipping fees will be deducted from your refund or account credit amount.

Due to their customization, PortionPaks and canine SmartPaks may not be returned once they've left our warehouse. If you have unwanted PortionPaks or canine SmartPaks, please consider donating them to a local rescue – they appreciate donations and we thank you for helping support dogs in need!

New helmets may be tried on for size and returned or exchanged as long as the original tags and packaging are intact.

Had a fall? Some helmet manufacturers offer accident replacement programs. Please contact our Customer Care Team to see if your helmet is eligible.

Horse supplements in buckets or bags may be returned as long as the original packaging seals aren't broken. Return shipping fees will be deducted from your refund or account credit amount.

Due to their customization, daily-dose SmartPaks may not be returned once they've left our warehouse. However, when you feed our SmartSupplements in SmartPaks, you're covered by our Guaranteed To Work program! If you don't see results in two months contact our Customer Care Team and we'll give you your money back. If you have unwanted SmartPaks, please consider donating them to a local rescue – they appreciate donations and we thank you for helping support horses in need!

Is your item too big for the UPS driver to pick up? (think jump sets, tack trunks, arena groomers). Contact our experts and we'll help you with any large product returns.

Before returning your protective air vest, please remove the compressed air cannister from the vest and include both vest and air cannister in your return shipment.

Health regulations require that undergarments (including bras) need to be in new condition with tags and packaging intact in order to be returned.

Refunds and Account Credits

For items returned within 45 days of purchase, you'll have a choice between receiving a refund or an account credit.

Items returned 46-60 days of the original purchase date will only be eligible for an account credit.

After the carrier scans the return shipping label for the box(es) containing your item(s) sent back for return, please check each returned item in your order history for updates on the status of that item. Some items may qualify for earlier reimbursement, which is why for boxes containing multiple items, you might experience partial reimbursements while the team processes each item.

Timing:

  • Refunds: After your return has been processed, refunds will only be issued to the original payment method(s) and may take 3-5 days to post to your bank or PayPal account.
  • Account credits: will be issued as soon as the return has been processed and will automatically apply to your next order.
  • Apple Pay: All orders using Apple Pay will be refunded to the credit card associated with the Apple Pay account.

Please note, we can only refund the original purchase price. Non-refundable fees include:

  • Return shipping fees charged for all non-sized items
  • Return shipping fees charged for all sized items returned between 46-60 days

Exchanges

Need to exchange an item?

If the item you wish to exchange was purchased within 60 days, follow these steps to get your new item as fast as possible:

  1. Use our website to place an order for the item and pay for it as you normally would
  2. Use our Online Returns feature in your order history to return the item you don't want (it must be in like-new condition and in its original packaging)
  3. Your returned item will be refunded as soon as it is received and processed by our returns facility

Prefer an even exchange, have a problem with an item, or the item was purchased 46-60 days ago? Contact our Customer Care Team and we'll review your order and help set up an exchange.

If you received a discount on the item that you'd like to exchange, please call 1-800-461-8898 to proceed with your exchange.

Final Sale Items

In order to bring you the best deals possible, some of our items are designated as Final Sale. These items are not eligible for return or exchange. Final Sale items will be marked as such on their product pages and throughout the checkout process, so make sure to triple check that you have selected the right options before hitting the submit order button!

Frequently Asked Questions

Once you submit your order, your order begins processing and cannot be changed or cancelled. After you've received your order and you decide you want to return it, please follow our instructions on How to Return an Item.

If you or your horse can try it on, you can return it, free! That includes blankets, breeches, tack, boots, and more. When you complete your return online or by phone within 45 days of the purchase date, we'll provide you with a SmartPak pre-paid return label. Just make sure that the item is returned in like-new condition with the original packaging and you're good to go! Items returned 46-60 days after the original purchase date will not qualify for free return shipping.

Sized items returned within 46-60 days of the original purchase date will only be eligible for an exchange or account credit in the amount of the original purchase price. You will be responsible for paying return shipping fees on all returns between 46-60 days. Other non-refundable fees will not be credited or reimbursed.

Unfortunately, no. Final Sale items are not eligible for return or exchange.

The speed of processing your return depends on the type of item and the return shipping method.

Choosing SmartPak's return shipping label means that many items may be eligible for an instant reimbursement after your package is scanned by the return shipper. Please note that if an item that received an instant reimbursement is returned in a condition other than as stated, you will be recharged in full for the item. Some items need to be reviewed in person by our returns team and your credit will be processed within of us receiving, reviewing and processing your return package, depending on the time of year. You'll be able to find out the status of your return by visiting your order history on the website, and also from a series of emails which we'll send to keep you updated.

If you choose a different shipping method other than the one that SmartPak provides - our Returns Team will process the credit within of us receiving, reviewing and processing your return package, depending on the time of year.

Please save your tracking number and receipt of shipping paperwork to help you track the shipping status of your item(s). You'll receive a confirmation email once we complete your return.

To get your new item as fast as possible, we recommend purchasing the new item first, then returning the one you originally ordered. This way, your returned item may qualify for instant reimbursement, otherwise you'll receive your refund as soon as the item is received and processed by our returns facility.

An even exchange (where you need to wait for the returned item to be processed before receiving the new item) may take up to to process and complete.

Go to your order history page at www.SmartPak.com/YourOrders for the most up-to date information on your return. You'll see a status update next to the item(s) that you're returning.

Check your email! We'll send you confirmation emails to keep you updated along the way.

Need help with your return or exchange?

Policy Updated: August 7, 2024