FAQs
Find answers to our frequently asked questions below.
Can't find what you are looking for? Looking for specific advice? E-mail (info@activeequine.com.au) or DM us (Facebook or Instagram). We love talking horses and are always happy to assist you!
Shipping Methods
- We ship all orders as regular parcels with Australia Post or other courier services.
- You will receive tracking details when you order is shipped.
- Australian orders under $150 are charged flat rate shipping of $14.95.
- Australian orders over $150 include free shipping.
- International orders are shipped at a flat fee of $40 AUD charged at checkout. Please contact us at info@activeequine.com.au if you have any questions.
Do you Ship to PO Boxes?
- Yes, we ship to PO Boxes.
How Long Does Shipping Take?
- All orders will be shipped between 1-3 business days from payment confirmation.
- Please note that this time frame may vary due to circumstances beyond our control such as Australian Public Holidays.
- You will receive tracking details when you order is shipped.
- Orders shipped within Victoria are usually delivered between 2 - 5 working days. For all other states please allow between 3 - 7 working days for metropolitan areas and up to 10 working days for regional areas.
- Please refer to your individual tracking notification for further detail.
Do you Offer Pickup?
- Warehouse pickup is currently unavailable.
Returns
- Yes, we offer hassle free exchanges and returns on orders (other than custom products) provided that you return it within 14 days after receiving your order, the product and packaging is in its original condition and it was not a customised or clearance/sale item.
- Unfortunately we cannot accept change of mind returns on customised products unless there is a manufacturing fault so please ensure you enter all details correctly and triple check spelling before placing your order. If you have any questions we are always happy to help prior to you placing your order.
- Returns must be accompanied by your original order details and contact details. Please do not send or e-mail us credit card numbers or other sensitive information. We will contact you directly if clarification is required.
- We do not refund shipping charges or return postage.
- Please contact us prior to any returns to ensure a smooth process.
Refund Processing Time
- We will process returns within 1-3 business days after receiving the goods and packaging in original condition.
- Depending on the payment method you originally used e.g PayPal or Credit Card, it may take up to 3 days for the funds to appear your account.
Return Postage Costs
- We do not cover the cost of return shipping. We recommend sending any returns via a reputable service with tracking, such as in a prepaid Australia Post satchel.
- Please note we also do not refund any shipping fees on your original order.
Payment Methods
- We accept payment via Afterpay, Zip, Klarna, Visa, MasterCard, American Express and PayPal (including Paypal Pay In 4).
Do you offer Afterpay or Zippay?
- We offer Afterpay on all orders! Simply select Afterpay as your payment method at checkout.
Order Lost or Damaged?
- Please contact us via e-mail as soon as possible (info@activeequine.com.au)
- Include your order and contact details as well as photos (if relevant)
- Our customer service team will contact you if they require any further information.
