| FAQs |

If you have suggestions or additional questions concerning the FAQ page please let us know.

Tell me about free shipping.

Free shipping is available for Texas orders with a minimum purchase of $75. The product exceptions are all saddles, horse treats and Ogilvy saddle pads.

Do you accept PayPal, PayPal "Bill Me Later" and Amazon as payment options?

Yes, we accept both. PayPal is the safest way to conduct money matters on the internet. Furthermore, PayPal is uncomplicated and very easy to use, as is Amazon. PayPal "Bill Me Later" takes it one step further by giving you access to financing for 6 months on purchases of $99 or more. Subject to credit approval.

How quickly are orders processed?

Orders that arrive before 3:00 PM CST are processed and shipped the same day. Orders arriving after 3:00 PM CST are processed the next business day.

Can I ride in the saddle I purchased to see if it suits me and my horse?

Generally yes. Great care must be taken in keeping the saddle in a "new" condition in case the saddle needs to be returned. Up until the introduction of double leather saddles, wrapping the stirrup leathers in saran wrap, flannel, an old sock etc. was sufficient to insure the flaps on the saddle wouldn't become marked. With double leather saddles, even wrapping the leathers doesn't guarantee this. The calf skin overlay on the flaps is so sensitive that almost anything can have a tendency to mark the flaps. If a saddle needs to be returned it must be returned in the same condition as when it left our store.

How do I send a gift?

During the checkout process there is an option for you to indicate that the order is made up of gifts and to remove the prices from the items and the receipt as well.

If I live in Texas how long will it take for me to receive my order?

We see quite a few orders arrive with a Texas shipping address indicated for a UPS rush or expedited delivery i.e. Overnight Air, Two Day or Three day Air. All UPS Ground shipments within the state of Texas will be delivered in no more than two days and in most cases one day.

What happens if my order is not in stock?

We will notify you within 24 hours the status of your order. If an item is out of stock at the time you place your order we will ship it to you once it arrives, you may opt for a comparable item or cancel the item all together.

Can the item(s) that I order be returned?

If you are not happy with the product you purchased, you may return it within 30 days of purchase to Charlotte's in its original packaging and in unused condition. Please enclose a copy of the receipt that came with your original shipment, or that was printed out after your order was placed online. Please place the product in a shipping container so the actual product packaging is not damaged, labeled or marked. Shipping charges are non-refundable.

Send returns to:
Charlotte's Saddlery
Attn: Catalog Returns Department
114 W Main St.
Tomball, TX 77375
*Please send your return by UPS or insured U.S. mail.
What is your privacy policy?

As a browser or purchaser of items from Charlotte's Saddlery, your privacy is important to us. We collect user information we believe is necessary to administer our business, to advise you about our products, and to provide you with great customer service. We do not sell customer information. However, we do maintain and share information with our service providers and suppliers for the purpose of quick order processing and shipping, improving existing products, developing new products and services that may be of value to you, and as required by law.
For the convenience of customers, we also provide customer information accounts which save your latest personal and shipping information on-line. However, an account is not required to purchase items from this website. We remove customer credit card numbers from Charlotte's Saddlery servers after customer purchases are completed.
Charlotte's Saddlery also uses "cookies" to enhance user experience on this website. You are welcome to browse without cookies by adjusting your internet browser's preferences. However, this may interfere with your ability to enjoy the full range of capabilities of our website.

How is freight calculated and can I view the charges before making my purchase?

Freight charges are based on dimensional weight. We tie in to the UPS databases. This means that you are charged exactly what they bill us for, regardless of whether it is ground service, 2 Day Air, Overnight Air etc. There are no additional handling or hidden fees, which many other companies charge you for. This includes orders outside the US as well. You can always view freight charges before submitting your order. Add any products(s) to your cart. The cart is located at the top of the right hand sidebar. Click on the "calculate shipping" image which will prompt you for your shipping info. It will return methods of delivery and the charges associated with those methods. International shipments are sent USPS.

Do I have to create an account and sign in to purchase products?

No. You can browse our store and purchase items without creating an account. Once you have added a product to your cart and clicked the Checkout button, you can elect to create an account or continue shopping as a guest without creating an account. The benefits of creating an account are that we can make your shopping experience easier by keeping track of billing and contact information in a fully-secured environment protected by SSL technology. An added benefit is the ability to view your account history with us.

Can I provide special instructions with my order?

You can include special instructions for orders during checkout. In your shopping cart, click Checkout (if you haven't already, sign in or continue as a guest). On the Shipping Method & Instructions page, type your special instructions or comments in the Additional Comments text box. The store owner will receive these instructions along with the order. Click Submit to continue with the checkout process.

Can I redeem an in-store gift card online?

Not online, but yes as a phone order. If you have received one (either as a gift or a prize at a show) it will be similar in size to a credit card and will have a 15-16 digit number on the backside. This number has to be processed through our store. Call us at 1.800.231.6530 to redeem the gift card for a phone order.