Return and Exchange Policies
Didn't get exactly what you wanted? No Problem!
At Adams, we aren’t happy until you’re thrilled! If your item falls short of your expectations or just doesn’t fit, you can send it back for a refund or exchange, no questions asked!
Now for the details
Within 60 days of the items delivery to you (7 days for consignment and demo saddles), you may send it back for a full refund or exchange. The item must be in new condition with tags and packaging, so if you aren’t sure it will work for you, please keep it in a safe place where it will stay clean, dry and smelling nice!
Canadian customers - please note that taxes and duties are non-refundable.
Please see the FAQ's below for additional information about our return policy
- What happens if I need to send an item back after 60 days?
- Are there any items that I CAN’T return?
- I received a free gift with my order, do I have to return it too?
- What do I do if I receive a defective product or the wrong item or something is missing?
- I’ve been using my product for a while and it seems to be defective, what do I do?
- How do I exchange an item?
- When can I expect to see my refund?
- Do I have to pay to send back my return?
- I purchased my item on a third party website such as Amazon, Ebay or Shopatron, can I just send it back?
To get your return/exchange processed quickly, please follow these easy steps
Step 1: Request a Return Merchandise Authorization (RMA)
Note if you ordered by phone or from Amazon or Ebay, you can skip this step.
In order to streamline our return process, we ask that you create a return request through our RMA system.
Guest Orders, orders placed on our old website, orders placed off website: If you placed your order as a Guest have your order number handy and, click here to start the RMA process. Enter your order number and email address and click Next. Click the Request New Return button.
Registered User Orders: If you placed your order as a registered user, log into your account by clicking here or clicking the Account link at top right of webpage.. Once in your account, click the My Returns link on the left hand menu. Then click on the Request New Return link.
Select the order and items you wish to return. Enter the appropriate responses to our RMA information fields (see definitions to right).
An Adams representative will review and approve your request (if item meets our return guidelines) within 24 hours. You will get an email notifying you that your return request was approved with links for you to print your return packing slip and shipping label (if you requested one).
RMA informational fields:
- Select the reason you are returning this item (this is helpful to the staff - we like to know if an item's sizing doesn't run true or if customer's are dissatisfied with an item's quality).
- Select the condition of the item (note that unless the item was damaged in shipment or is a warranty return, it must be in new condition with tags and packaging for a full refund).
- Select the resolution Choose refund, exchange, or store credit. If you would like an exchange, please let us know the item number and size/color in the Additional info field
- Additional Info (optional)If you need to provide additional details, enter them in this field. Examples would be information about exchanging or reasons you would like to return a used item.
- Attach files (optional) If you would like to attach supporting information such as pictures of a defective product, you may attach them to your RMA.
- Read over our return policy and select the "I Agree" box and click Submit Request button.
Step 2. Package and Ship your items
Once you have your RMA number, you’re ready to send your product(s) back. Please pack your items carefully into the smallest box or package that will safely hold them. If you are reusing a box, make sure you remove or black-out any old shipping labels. We are not responsible for lost or damaged packages, so it’s a very good idea to use a trackable, insured method and purchase additional insurance if you are sending back an expensive item.
Please note: Items like helmets and boots have their own boxes, but they are not sturdy enough to protect your product during shipping. You also ruin the product packaging by affixing shipping labels and packing tape directly to the box. We want you to feel like you are receiving a gift when you open an Adams package. No one wants to get their beautiful new boots in a box that has 20 shipping labels on it! Please keep the packaging that we ship your product in until you are sure that you are going to keep it. The safest way to ship your item back to us is to pack it as we sent it to you. Because we cannot resell products with damaged packages, we will charge a minimum 20% restocking fee for any items sent back in their display box without an outer box.
Put your RMA packing slip in the box (if you were unable to obtain an RMA because the item is on an order created prior to July 3rd, put a copy of your invoice in the box). Make sure you fully seal your box so the paperwork and product will stay safely inside. If you received a return shipping label with your order, affix this to the outside of the box and drop it off at the appropriate mailing center (Fedex, UPS or USPS).
Please ship your return/exchange to:
Adams Horse Supplies
Attention Returns (or Exchanges)
1318 US Route 202
Winthrop, ME 04364
What happens if I forget and need to send an item back after 60 days?
Because products change with time and the season, we have restricted our return-for-refund policy to 60 days to be sure that we have the items our customers need in stock at the time they need them.
We are all super busy people, so we understand that time can fly by and two months later you may open a drawer and find that pair of breeches that just didn’t fit. We also know that horse people always need more horse stuff, so we are happy to take most items back for store credit after 60 days. Store credit is just like cash and will never expire, so save it to put toward that beautiful bridle or those new field boots you’ve been eyeing!
Are there any items that I CAN’T return?
Yes, unfortunately, there are a few items that can’t be sent back. Here they are:
- Opened CDs or DVDs
- Bits that have been placed in the horse’s mouth (hygiene issues)
- Custom items (please call before ordering if you have questions)
- Special orders for large quantities of stock items (please call with questions)
- Manufacturer's closeout items - these items will be clearly labelled with a checkbox for you to agree to the non-returnable policy.
I received a free gift with my order, do I have to return it too?
If you send back an item for a refund, you must send back any free gifts included with the purchase of that product. If you want to keep the gift, you may do so and the price will be deducted from your refund. If you are exchanging an item for the same item in a different size or color, you may keep the free gift, or you can send it back with the exchange.
What do I do if I receive a defective product or the wrong item or something is missing?
Please open your package as soon as you can once it is delivered (who DOESN’T want to open their package right away!?). Inside you will find an invoice showing all items that have shipped to you. If an item says “unshipped”, it will most likely ship at a later date. We send emails to notify our customers of delays, so please remember to check your email every day or two after placing your order so you don’t miss our emails!
If you find a product is missing, wrong or defective, please call customer service right away at 877-322-7387 or click here to open a support ticket.. We try to double check everything, and we sell products made by good, reputable vendors, but we’re all human and stuff happens. Don’t worry, we’ll make it right for you!
I’ve been using my product for a while and it seems to be defective, what do I do?
If a product begins to fail after it has been put into use or after the 60 day return policy, it will be considered a warranty issue. Warranty issues are referred to the manufacturer where they will assess the damage or defect and, if it is deemed to be a manufacturing error, your item will be repaired or replaced at no cost to you. We may request pictures be emailed to us as well as a description of the problem. You may be required to send the item back for inspection before a decision can be made. You will be responsible for any return shipping charges (you can order a less-expensive return label through us) which may or may not be refunded by the manufacturer. You will receive a replacement, repair, store credit, or refund per the manufacturer’s policy.One warranty replacement will be issued per purchase, no exceptions.
Please be sure that your warranty return is sent back clean and dry. Our vendors will not accept dirty product.
We do require that our vendors all stand behind their products, and we will fight for you during this process, but sometimes, horses do stupid things and not all items can be replaced.
How do I exchange an item?
Exchanges are easy. Simply follow the instructions above for returning an item and include a note on your RMA indicating the item you would like to exchange for (please include the item number, name, color, size and any other important information). We will process your exchange within two business days and ship out your new product, provided it is in stock (we will notify you of delays via email). Additional charges or refunds will be placed on the original form of payment unless you request otherwise. Please be sure to indicate any change of address.
Exchanges for items under $100 will have an additional shipping charge of $7.99.
When can I expect to see my refund?
All returns are logged the same day we receive them in our shipping department. You will receive an email on the day your package is delivered to us (packages received Friday afternoon or over the weekend are logged on Monday). We try to process all returns within three business days, but we are a small company and sometimes this isn’t possible. We do promise that it will never take more than 10 business days to process your return (business days are Monday through Friday).
Once we post the return in our system, it can take your bank or credit card company between 24 and 72 hours to post the refund to your account.
Do I have to pay to send back my return?
You will be responsible for paying to send your item back to us. You may use any shipping method that you choose, but we recommend using an insured, trackable method. Occasionally as a promotion, we will offer free return shipping on an item. These items are clearly marked with a banner on their page and a free return label will automatically be added to your shopping cart at checkout.
I purchased my item on a third party website such as Amazon, Ebay or Shopatron, can I just send it back?
Amazon, Ebay and Shopatron have their own return policies and processes. Please see the return policy on each site for details. If you are still confused, please call customer service at 877-322-7387.