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FAQS

Frequently Asked Questions

If you have suggestions for additional questions on the FAQ page please let us know.

1) I live outside the US. UPS is too expensive. Is there an alternate form of shipping?

2) Can custom or personalized items be returned?

3) How quickly are orders processed?

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

5) How do I send a gift?

6) How do I purchase one of your used saddles?

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

8) What happens if my order is not in stock?

9) Am I charged for items that are not in stock at the time my order is placed?

10) If an item is not in stock (backordered) at the time of my order am I liable for the additional freight?

11) If an item is drop shipped to me from the supplier or manufacturer is there any additional drop ship fee?

12) I have an item that needs to be returned. If it was drop shipped to me from your supplier or manufacturer do I return it to them or Charlottes?

13) Who handles my order?

14) For questions or concerns whom do I contact?

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

16) What is your privacy policy?

17) Is sales tax figured on my order?

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

19) How do I know that shopping here is safe and secure?

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

21) Can I provide special instructions with my order?

22) Can my order be gift wrapped?

1) I live outside the US. UPS is too expensive. Is there an alternate form of shipping?
Unless requested by the customer we ship all international order by USPS Express Mail Int'l. The freight charges are quite reasonable compared to other carriers and you still have the option to track your shipment. Please note that any customs charges are the responsibility of the individual receiving the shipment.

2) Can custom or personalized items be returned?
Any kind of custom or personalized product i.e. chaps with monogram, tack trunks with monogram, stall drapes etc. may not be returned.

3) 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.

4) 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.

5) 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.

6) How do I purchase one of your used saddles?
Due to the nature of used saddles, where there isn't always a firm price, we ask that you call or email for purchase info on a used saddle. What do I mean by "no firm price"? Our used saddles are in our stores on a consignment basis. You can make an offer on a used saddle if you do not feel the posted price is acceptable. Due to that alone it would be next to impossible to setup the saddle listings for online purchase.

7) 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. We will always inform you of this, reduce your shipping charges accordingly and ship ground unless you indicate otherwise. There is no need for you to pay additional shipping charges when you don't have to.

8) 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 (at our shipping expense), or you may opt for a comparable item or cancel the item all together.

9) Am I charged for items that are not in stock at the time my order is placed?
Absolutely not. We will not charge you for any items until the order ships, with the exception of custom or personalized items such as monogrammed chaps, monogrammed halters and any bags and cases that are monogrammed.

10) If an item is not in stock (backordered) at the time of my order am I liable for the additional freight?
Absolutely not. We will not charge you any additional freight other than what you were quoted at the time of your order.

11) If an item is drop shipped to me from the supplier or manufacturer is there an additional drop ship fee?
If an item is out of stock at the time you place your order in most cases we will have the item(s) drop shipped right to you from the manufacturer or distributor. At this time we absorb all drop ship fees. Thats right, you pay no additional fees for this service. If we feel this is necessary to change at a future date we will do so.

12) I have an item that needs to be returned. If it was drop shipped to me from your supplier or manufacturer do I return it to them or Charlottes?
It needs to be returned to Charlotte's.

13) Who handles my order?
The owner of the company, Tim Raisbeck handles all orders, from start to finish. There may be other people involved but all oversight is done by the owner to insure that the items you order are received in a timely manner.

14) For questions or concerns whom do I contact?
You may contact Tim Raisbeck or Rosemary Watson, Toll Free 1.800.231.6530, Fax 1.281.596.8225 or Local 1.281.596.8225.

15) 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
11623A Katy Freeway
Houston, TX 77079
*Please send your return by UPS or insured U.S. mail.

16) 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.

17) Is sales tax figured on my order?
Only if you reside within the state of Texas in which case it is figured at 8.25%.

18) How is freight calculated and can I view the charges before making my purchase?
Freight charges are based on 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.

19) How do I know that shopping here is safe and secure?
This site is tested and certified daily to pass the HACKER SAFE Security Scan. The "live" HACKER SAFE mark appears only when a web site meets the HACKER SAFE standard.

20) 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.

21) 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.

22) Can my order be gift wrapped?
Yes. There is no charge for our gift wrap service. Just indicate in the "additional comments" section during checkout, you would like for us to gift wrap your order.