Contacting Us
Q. How do I contact Horse Country?
A. The best way to reach us is via e-mail at horsecountrycarrotva@gmail.com.
You may also call our store at 800-882-4868 (hunt) during business hours, Eastern time.
10-5 Monday through Saturday.
Shopping
Q. Will Horse Country send an order confirmation e-mail?
A. We will send you an e-mail message confirming your order and will send a second confirmation email after your order has been shipped. If your order is sent by UPS, we will send you a tracking number so you can follow the package from your computer
Q. What payment options do you accept for purchases?
A. Horse Country accepts American Express, Discover, Master Card and Visa for your convenience.
Shipping
Q. How long does it take for my order to ship?
A. If an item is in stock, we usually ship purchases the same day or, at the latest, in 1 to 2 business days; you will receive those items normally 2-7 days from ship date. Some items on our site require 2-3 weeks delivery time. We will notify you if an item is out of stock and advise the delivery time or suggest alternative selections. Custom ordered items from Europe may take 5 weeks or more. For those items, the timeframe is indicated in the item description.
Q. What are your shipping rates?
A. Our shipping prices are dependent on the dollar amount of the order. Please see below for a chart that represents those fees. Some items may have an additional shipping charge due to oversize package and weight.
Q. How is sales tax calculated on orders?
A. Sales tax will not be charged on shipments outside the State of Virginia. We calculate sales tax on your merchandise total. A sales tax of 5.3% is applied to all orders shipped to Virginia addresses.
Q. Can I send gifts to more than one person in a single order? In other words, can I send a gift to my mom in Dallas and a product to myself in Richmond in one order?
A. At this time, we can only ship products to a single address within one order. You should place separate orders to ship Horse Country products to separate addresses.
Q. If I purchased more than one item in an order, will all items ship at one time?
A. We try to send all products you order at one time. However, some items are shipped directly from the manufacturer while other items may be backordered and shipped when they arrive in the store. Therefore, some items may come separately and at different times.
Returns
From time to time, we know that our customers may need to return one of our products. Please make selections carefully and contact us prior to making a purchase to resolve any outstanding questions you have about an item. Please also note that custom orders are not returnable. Shipping charges are non-refundable.
Q. What is your customer satisfaction guarantee?
A. At Horse Country, our ultimate goal is 100% customer satisfaction. If you are not completely satisfied with your purchase, simply return the unused item in its original condition within 15 days and Horse Country will arrange for a prompt and full refund (less the original shipping and handling charge). Just follow the return instructions under the return policy.
Q. What is your return policy?
A. Your complete satisfaction is our goal. If you are not satisfied with your purchase, we do our best to help you through the return process. All items to be returned must be in new and unused condition with all the original tags and labels and packaging attached as received. Simply return the unused item within 15 days from date of shipment. We will take it back and issue a refund for the price of the item (less the original shipping and handling charge).
If the item comes back to us in used or damaged condition, we will not be able to issue a refund. Please use a shipping carton to return merchandise and not the packaging for the item. For example, do not affix a label to the box of a pair of riding boots or a helmet. If a product box is used, we will assess a $10.00 fee to the return.
Just fill out the return form that is attached to the original invoice. All information is on the return form. If you misplace the return form, click here to print one or contact us.
Reduced price merchandise purchased online or by telephone is not refundable and will only be considered, at the management's sole discretion, for a Merchandise Credit if returned within 15 days.
Please Note: This return policy does not extend to the following types of products: monogrammed items, custom ordered merchandise, engraved items, gift certificates, etc.
To insure that your package arrives to us safely and undamaged, please pack the item in the original packaging and remember to include all accessories and parts for a full refund. We regret that we will not be able to issue credit or refund for any item that is damaged or lost in shipping back to us.
Ship your return to:
HORSE COUNTRY, Ltd.
60 Alexandria Pike
Warrenton, Virginia 20186-2808
Please allow at least 15 days to receive and process your return.
Security
Q. How safe is it to use my credit card? What is your security policy?
A. Horse Country offers you the most secure way to shop online. We use Secure Server Software, which is both the industry standard and the latest software for transmitting personal information online. This software encrypts your personal data, such as your contact or credit card information, allowing you to send information safely and securely. In fact, every page in the checkout process uses Secure Socket Layer (SSL) Encryption. This system renders the information unreadable should anyone try to intercept it.
Privacy
Q. How will Horse Country use my personal information?
A. Horse Country values your privacy and we are committed to protecting it. We absolutely will not sell your name, telephone number, e-mail address, or mailing address to any third party. Your credit card information is always kept strictly confidential. We do not keep credit card information on the Horse Country computer.
Shipping
Q. How much will shipping and handling my order cost? Will my package be insured?
A. Ground shipping/handling charges, up to 10 lbs., are based on the total dollar value of your order unless otherwise noted. In some cases, actual shipping charges may apply. We reserve the right to charge actual shipping rates if higher than the chart below.
Here are usual base shipping rates:
$ 0.00 to $ 75.00 = $ 8.95
$ 75.01 to $100.00 = $12.00
$100.01 to $200.00 = $15.00
$200.01 to $300.00 = $19.00
$300.01 to $500.00 = $25.00
$500.01 to $750.00 = $30.00
Over $750.00 = $40.00
Over $1500 = Actual shipping rates apply
SADDLES = $ at actual cost and will require a signature on delivery
Heavy (over 10lbs) and oversize items = TBD* We will email you with the shipping costs before your package ships.
Insurance is included in shipping up to a package value of $100. Packages valued at more than $100 will incur a fee based on the chart below.
Up to $100.00 value $ Included
Over $100 charge is $ 2.00 per $100
Additional Charges & Customs:
If you are ordering from outside the USA, you may be charged import duty by the customs department in your country.
Unfortunately we are unable to affect these fees, duty is payable whenever goods are imported and it is the importer that is liable for this and any other fees added by the individual customs department. Customs fees and import taxes are therefore additional to the delivery costs associated with your order.
While we do everything possible to minimize these fees, we are legally bound to declare the content and value of the goods we send. If in any doubt please contact your country's customs department before you order.
Merchandise Availability
Due to our efforts to offer many merchandise exclusives, quantities of a particular item are sometimes limited. Therefore, we cannot guarantee the availability of any of the items shown on our website or in our catalogs. After your order has been processed, we will notify you by US Mail, email or directly via telephone and/or text about the status of any item(s) on back order or which are no longer available.
If you would like to order an item not found on our website that you have seen at the store or featured in one of our previous catalogs, we suggest you telephone and speak directly to a personal shopping representative for assistance. 540-347-3141
Gift Presentation
Horse Country offers gift packaging upon request. Items will be expertly arranged in our signature gift boxes with HC tissue and finished with our ribbon. Complimentary gift cards (either blank or with a handwritten message of your choice) are also available. Gift packaging may be requested during checkout. A gift wrapping service is available and will be quoted seperately. Average size gift presentation and card is $7.00 per gift box. We'll notify you and quote a gift presentation cost for large and oversize boxes.