Welcome to Ovation Shop’s FAQ section, where we address common questions about our premium equestrian products and services. As riders ourselves, we understand the importance of reliable equipment and seamless shopping experiences.
Product Questions
What types of equestrian products do you offer?
We specialize in premium equestrian gear including:
- Bits
- Bridles and Reins
- Girths and Cinches
- Saddle Pads
How do I choose the right size for my horse?
We provide detailed sizing guides for each product category. If you need personalized assistance, our equestrian specialists are happy to help – just email us at [email protected] with your horse’s measurements and the product you’re considering.
Are your products suitable for competition use?
Absolutely! Many of our riders compete with Ovation equipment at all levels. Our products are designed to meet the demands of competitive riding while ensuring horse comfort.
Shipping & Delivery
What shipping options do you offer?
We provide two convenient shipping methods:
- Standard Shipping ($12.95 USD worldwide): Via DHL or FedEx, delivered in 10-15 days after dispatch
- Free Shipping (for orders over $50 USD): Via EMS, delivered in 15-25 days after dispatch
How long does order processing take?
We typically dispatch orders within 1-2 business days. During peak seasons, processing may occasionally take slightly longer.
Do you ship to my country?
We ship globally, excluding select Asian and remote regions. If you’re unsure about delivery to your location, please contact us before ordering.
How can I track my order?
All shipments include tracking. You’ll receive a tracking number via email once your order is dispatched. For assistance with tracking, email us at [email protected].
Pro Tip: For time-sensitive orders (like before competitions), place them well in advance. While we process quickly, international customs can occasionally cause delays beyond our control.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of receipt. Items must be unused, in original condition with all tags attached. Please contact us to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 5 business days. The time for the refund to appear in your account depends on your payment provider.
Payments & Security
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. All transactions are secured with industry-standard encryption. We never store your full payment details on our servers.
Why was my payment declined?
Payment declines are usually due to:
- Insufficient funds
- Bank security measures (contact your card issuer)
- Billing address mismatch
- International transaction blocks (some banks restrict overseas payments)
Account & Order Management
How do I change or cancel my order?
Contact us immediately at [email protected] if you need to modify or cancel an order. We can only make changes before the order is dispatched (typically within 24 hours of placement).
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders more easily and saves your information for future purchases.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and follow the instructions. You’ll receive an email with a password reset link.
Still have questions? Our customer care team – fellow riders who understand your needs – is always happy to help. Contact us at [email protected] for personalized assistance.
From our stable to yours, we’re honored to deliver the premium equestrian gear that helps you and your horse perform at your best. Happy riding!
The Ovation Shop Team
878 Lee Avenue, Oakland, US 94601