Shipping & Returns

METAL HORSE SHOP RETURN & EXCHANGE POLICY

At Metal Horse Shop, we take pride in offering high-quality products at competitive prices. To keep our prices low while maintaining top-tier craftsmanship, we have a structured return and exchange process in place. This ensures that every item meets our standards and helps us continue providing value to our customers. Please review the details below before initiating a return.

RETURNS

1. GENERAL RETURN ELIGIBILITY

Return Window: Returns must be initiated within 15 days of receiving the item.
Condition: Items must be unworn, unused, and in original packaging with all components included.
Non-Returnable Items: Items marked as “final sale” or “nonreturnable” cannot be returned or exchanged for any reason.
Shipping Fees: Shipping cost are nonrefundable, if item is defective you must request a return label otherwise the cost will not be refundable.
Proof of Purchase: A valid order number is required.
Original Tags: All returned products must be accompanied by the original tags.
Fraud Prevention: Metal Horse Shop reserves the right to refuse returns if we suspect fraudulent, abusive, or manipulative behavior.
Costumer is in charge of shipping cost and retuning the items to Metal Horse Warehouse. No return labels are provided by Metal Horse Shop.

2. RETURN PROCESS

How to Start a Return

All returns must be approved by Metal Horse Shop. You can send a request to metalhorseshopservice@gmail.com.
Packaging Requirement: All items must be securely packaged to prevent damage during transit. Poor packaging may result in refund reduction or denial.
Processing Time: Once received, please allow 14 days for verification and processing.
Refund Issuance: Approved refunds take 4-10 days to appear in your account.
A Restocking Fee of 10% is applied to all returns.
Shipping charges are Non-Refundable once the item has been shipped.

3. RETURN RESTRICTIONS & SPECIAL CASES

Partial Returns

If a product is sold as a set or bundle, all items must be returned together. If bundle is return incomplete/partially, the item kept by customer will be charge in full price.
Sale items must be returned in full; no partial returns accepted.

Late Returns

The 15-day window begins the day you receive your order. If you request a return within the timeframe but do not ship it in time, it may be denied.

Rejected Returns

If a return is rejected due to excessive wear, missing items, or failure to meet policy, the customer can pay for shipping to have it sent back, or it will not be returned. Customers have 15 days from the date of the rejection notice to claim their item. If unclaimed within this period, the item will be responsibly discarded and will no longer be retrievable and refunds for such will be denied.
Refunds are only processed after receiving and thoroughly inspecting the returned item to ensure it meets our return guidelines. Items that do not qualify for a return will not be eligible for a refund, store credit, or exchange.

4. EXCHANGE POLICY

Size/Color Exchanges: Customers may exchange for a different size or color (must cover shipping costs).
One-Time Exchange Limit: Only one exchange is allowed per order; additional exchanges will require extra fees.
Return First, Exchange Later: The original item must be returned and inspected before the new item is sent.
Rejected Exchanges: If the item is worn or in unacceptable condition, the customer must pay for return shipping to get the item back.

5. REFUND POLICY

Refund Method: Refunds are issued to the original payment method or as store credit.
Processing Time: Refunds are processed within 7-14 business days after receiving the return.
Refund Timeline: Once approved, it takes 4-10 days for the funds to appear in your account.
Chargebacks: If a chargeback is filed while a return is in process, the return and refund will be automatically voided.
Shipping charges are Non-Refundable once the item has been shipped.

6. SHIPPING RESPONSIBILITY & LOST RETURNS

Incorrect Address: Customers must ensure they ship to the correct return address. We are not responsible for lost returns due to incorrect shipping.
Lost Returns: Customers must use a trackable shipping service. If a return is lost and no proof of shipment is provided, we are not responsible for refunding or replacing the item.
Incorrect Items retuned: If a returned package does not contain the original item associated with the approved return request, the return will be considered invalid and incomplete. In such cases, the original order item will be deemed not returned, and no refund, exchange, or store credit will be issued. Metal Horse Shop is not responsible for items sent in error. Customers are solely responsible for ensuring the correct merchandise is returned. If an incorrect item is received, the customer must contact us within seven (7) business days of notification to arrange retrieval. Return shipping costs to recover the incorrect item are the responsibility of the customer. If no response is received within seven (7) business days, Metal Horse Shop reserves the right to dispose of the item and will no longer be responsible for it.

7. WARRANTY VS. RETURN CLAIMS

Defective Claims: Defects must be reported within 15 days of receiving your order. Beyond this timeframe, it becomes a return issue, not a warranty.
Warranty Coverage: Covers manufacturing defects, not normal wear and tear. Misuse claims may be denied.
Return Misuse: Attempting to use a return as a warranty claim to avoid fees will result in denial.

8. BOOT RETURN GUIDELINES

Condition Requirement: Items must be unworn, unwashed, and in original condition (i.e., original tags, no scuffs on soles).
Try Indoors Only: Boots must be tried on carpet to prevent scuffing.
Rejected Returns: Boots with visible scuffs or signs of wear will be rejected.
Discounted Items: Refunds are issued for the actual price paid at the time of purchase, not the current listed price.

9. OTHER IMPORTANT INFORMATION

Gift Returns

Proof of Purchase Required: Gift returns require the original order number.
Refunds for Gifts: Will be refunded to the original payment method or can be issued as store credit.

Non-Received Packages

If your order is marked as ‘delivered’ by the carrier but you did not receive it, please check with your local post office or neighbors before reaching out.
Metal Horse Shop is not responsible for lost or stolen packages after delivery.

Shop Pay Installments

Not Eligible for Exchanges: If a different size or color is needed for a Shop Pay Installment purchase, the item must be returned and repurchased.

Refused or Returned Packages

Restocking Fee: If you reject the package upon delivery or if it is returned to sender due to an incorrect address or failure to collect the package, a restocking fee will be deducted from your refund.
Non-Refundable Shipping Costs: Shipping fees are non-refundable, even if the package is refused or returned to sender.
Final Sale Items: Items marked as Final Sale are not eligible for returns, exchanges, or refunds under any circumstances.

Unclaimed Packages

Return packages held due to missing or incomplete information will be stored for 7 days. If unclaimed within that period, the items will be considered abandoned, and no exchange or refund will be available.

By placing an order Metal Horse Shop, you agree to these terms and conditions.

SHIPPING

1. ORDER PROCESSING TIME

- Standard Orders: Processing takes 1-7 business days (excluding weekends and holidays) after payment confirmation.
- Custom & Made-to-Order Items: Additional processing time may apply, as stated in the product description.
- Large Sizes (13 & Up): May take up to 4 weeks to ship.
- Exotic Skins: Some items requiring special permits may also take up to 4 weeks to ship.
- Order Modifications/Cancellations: Once an order has shipped, it cannot be changed or canceled. All cancellations and modifications have to be done before shipment, for this please contact our support team at metalhorseshopservice@gmail.com or on our Official Social Platforms. We are happy to assist you!
- Delays: If your order is expected to be delayed up to 4 weeks, our team will contact you via email and phone within 4 business days.

2. SHIPPING METHODS & DELIVERY TIMES

Standard Shipping (U.S.): Estimated delivery time is 5-10 business days from the shipping date.
International Shipping: We currently do not offer international shipping.
Delivery Estimates: While we strive to meet delivery estimates, shipping times may vary due to carrier delays, weather conditions, or other unforeseen factors.

3. SHIPPING RATES & FREE SHIPPING POLICY

Standard Shipping: Calculated at checkout based on weight and destination.
Expedited Shipping: Available at an additional cost.
Free Shipping: Free shipping promotions are only available for eligible orders within the contiguous United States.
Hawaii & Alaska: Free shipping is not available for orders shipping to Hawaii or Alaska.
Shipping charges are Non-Refundable once the item has been shipped.

4. TRACKING & DELIVERY STATUS

Tracking Information: Once your order has shipped, you will receive an email with a tracking number to monitor your shipment.
Lost or Stolen Packages: METAL HORSE SHOP is not responsible for lost or stolen packages after they have been marked as delivered by the carrier. If an issue arises, we recommend contacting the shipping carrier directly.
Delayed Shipments: If your order is delayed beyond the estimated timeframe, please reach out to us at metalhorseshopservice@gmail.com for assistance.

5. ADDRESS ACCURACY & FAILED DELIVERY ATTEMPTS

Customer Responsibility: Customers are responsible for providing an accurate shipping address. METAL HORSE SHOP is not responsible for packages lost due to incorrect or incomplete addresses.
Undeliverable Packages: If a package is returned due to an incorrect address, refusal, or failed delivery attempt, the customer will be responsible for reshipping fees.
Order modifications such as address changes, sizing adjustments, or item edits are not guaranteed once the order has been placed. Our team will do its best to accommodate requests, but we cannot be held responsible if the change was not processed in time or before the order was shipped.

6. DAMAGED OR INCORRECT ORDERS

Damaged in Transit: If your order arrives damaged, please contact us within 48 hours of delivery with photos of the packaging and damaged item(s) for review.
Incorrect Items: If you receive an incorrect item, notify us within 5 days of delivery. We will arrange for a replacement or refund upon verification.
Resolution Process: METAL HORSE SHOP reserves the right to determine whether a refund, replacement, or exchange is the appropriate resolution.

7. Return & Exchange Insurance Policy

The Return & Exchange Insurance is a non-refundable service. This optional coverage provides customers with protection for one eligible exchange or return under METAL HORSE SHOP’s Return Policy. Because it is a service rather than a physical product, it cannot be canceled or refunded once the order is placed — regardless of whether the order has been shipped or remains unshipped.

8. HOLIDAY SHIPPING & PEAK SEASON DELAYS

Orders placed during peak holiday seasons may experience delays due to increased demand and carrier workload.
We recommend placing holiday orders early to ensure timely delivery.

9. CONTACT US

For any shipping-related questions or concerns, please contact our support team at metalhorseshopservice@gmail.com We are happy to assist you!

By placing an order with METAL HORSE SHOP, you acknowledge and agree to our shipping policy terms. Thank you for choosing METAL HORSE SHOP

FINAL NOTES

We are dedicated to ensuring a fair and smooth return process. If you have any questions, please contact our support team at metalhorseshopservice@gmail.com.

By making a purchase, you agree to our return policy terms. Thank you for shopping with Metal Horse Shop