At Ovation Store, we combine our passion for equestrian excellence with a commitment to exceptional service. Just as precision matters in the arena, we apply the same attention to detail to our shipping and returns processes.

Shipping Information

Order Processing & Delivery Timelines

  • Order Processing: 1-2 business days
  • Standard Shipping: Via DHL or FedEx (10-15 business days after dispatch) – $12.95
  • Free Shipping: Via EMS for orders over $50 (15-25 business days after dispatch)

For urgent competition needs, please contact our Rider Support Team for expedited options.

Shipping Destinations

We ship worldwide (excluding some Asian regions and remote areas). Customs duties may apply for international orders.

Returns & Exchanges

Key Policy Points

  • 15-day return window from delivery date
  • Free returns for defective items
  • Size exchanges available
  • Original condition with tags required
  • Proof of purchase must accompany return

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened Bathing & Spot Cleaning products
  • Exam Gloves (hygiene reasons)
  • Used Brushes
  • Custom-sized items (bridle parts, specially measured breeches)

Return Process

Step 1: Initiate Your Return

Email our Rider Support Team at [email protected] with:

  • Your order number
  • Item(s) for return
  • Reason for return
  • Preference for refund or exchange

Return Request Template

Subject: Return Request for Order #[Order Number]

Dear Ovation Store Team,

I would like to request a return/exchange for my recent order (#[Order Number]). Below are the details:

  • Item(s) for return: [Product Name(s)]
  • Reason: [Size issue/Defective/Change of mind]
  • Preferred resolution: [Refund/Exchange for [Product Name & Size]]

Please advise on next steps. I understand the 15-day return policy and confirm the items are unused with original packaging.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 1 business day, you’ll receive:

  • Return authorization number
  • Prepaid return label (for defective items)
  • Repackaging instructions

Step 3: Ship Your Return

For non-defective returns:

  • Ship to: Ovation Store Returns, 3849 Sunrise Road, Las Vegas, NV 89119 USA
  • Use trackable shipping (we recommend DHL or FedEx)
  • Include all original packaging and documentation

Refund Process

After we receive and inspect your return:

  • Timing: 3-5 business days after inspection
  • Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Note: Original shipping costs are non-refundable unless return is due to our error

Exchange Process

For size exchanges or product swaps:

  • Follow the standard return process
  • Clearly state your desired exchange item
  • We’ll ship replacement after receiving your return
  • Expedited shipping available for competition emergencies

International Returns

International customers are responsible for:

  • Return shipping costs
  • Any customs duties
  • We recommend using original shipping provider (DHL/FedEx) for smoother customs clearance

Damaged or Defective Items

For items damaged in transit or with manufacturing defects:

  • Contact us immediately with photos of damage
  • We’ll provide prepaid return label
  • Receive priority processing for replacement/refund

Contact Our Rider Support Team

For urgent competition-related returns or special circumstances:

  • Email: [email protected]
  • Mail: Ovation Store, 3849 Sunrise Road, Las Vegas, NV 89119 USA

“In equestrian sports as in customer service – we stand by our products and our riders. Our team understands competition timelines and processes returns with the same efficiency we demand in the arena.” – The Ovation Store Team