At Ovation Store, we combine technical precision with equestrian passion in every stitch of our riding apparel. Just as you demand excellence in the saddle, we demand excellence in our service. Below you’ll find our detailed policies to ensure your complete satisfaction.

Shipping Information

Order Processing

We take 1-2 business days to process your order before shipping. During peak seasons or special promotions, processing may take slightly longer.

Shipping Methods

We offer two reliable shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Basic tracking included

International Riders Note: We ship worldwide except certain Asian regions and remote areas. International customers are responsible for any customs duties or taxes.

Our Return Promise

We offer 15-day returns from the date of delivery for most items. All returned items must be:

  • Unworn, unwashed, and in original condition
  • With all tags still attached
  • In the original packaging
  • Accompanied by the original receipt or order confirmation

Non-Returnable Items

For the safety and hygiene of all our riders, these items cannot be returned:

  • Custom-fitted tall boots (made to your specific measurements)
  • Competition shirts with removed tags or washed items
  • Full seat breeches with any signs of wear or saddle marks
  • Any item purchased during clearance or final sale events

Return Process

Follow these steps to initiate your return or exchange:

  1. Contact Us: Email our Rider Support at [email protected] within 15 days of delivery with your order number and return request
  2. Wait for Authorization: We’ll respond within 1 business hour (urgent requests marked “URGENT RETURN”)
  3. Package Securely: Use the original packaging with all tags attached
  4. Ship Your Return: Send to:
    Ovation Store Returns
    1667 Long Street
    Jacksonville, US 32216

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Exchange Process

For size exchanges on eligible items:

  1. Follow the standard return process above
  2. Clearly indicate your desired replacement size and color in your email
  3. We’ll ship your exchange item once we receive and process your return

Note: Exchanges are subject to availability. If your preferred size/color is out of stock, we’ll contact you about alternatives or issue a refund.

Refund Information

Once your return is received and inspected (typically within 3 business days):

  • Original Payment Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timing:
    • Credit card refunds: 5-10 business days after processing
    • PayPal refunds: 3-5 business days after processing
  • Original shipping costs are non-refundable (except for defective items)

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a prepaid return label and expedite your replacement.

Contact Our Rider Support

For any questions about our shipping or returns policy:

  • Email: [email protected]
  • Response Time: Typically within 1 business hour during operating hours

For urgent competition-season returns, please include “URGENT RETURN” in your subject line.

At Ovation Store, we stand behind our products just as we stand behind your performance in the saddle. Ride with confidence knowing we’re committed to your complete satisfaction.

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