Contact The Horse Education Company

FAQ

Below are some of are common questions:

You have 7 days from the time of delivery to complete a request for return/exchange via our online system.

Below is a link to our returns form and instructions on the paperwork that must be included for our warehouse service to process the return successfully. Products without original tags cannot be returned. Sticks and flags are non-returnable.

Exchanges are done as a new order and a refund of the item you send back. If you return everything you ordered your refund will be less the actual shipping of your order, which is generally more than our shipping fee.

Flags and sticks are not returnable. No exceptions. If you return them they will not be credited to you.

If you would like to do an exchange, the fastest way is to order your new halter online and then send back the other for return. This will also help avoid disappointment if we sell out of your desired exchange color/size/item while your item is on its way back. This will allow them to cross in the mail.

Please also note that halters with rope undercarriages do loosen by about 15% during break-in. Many people who think their halter is too small actually have a great fit once broken in. If you would like to send a photo, we are happy to confirm halter fit - or not! :-)

Getting Your Return Paperwork

**Click here to access our returns system.

You will need to enter your zip code and order number (without the HEC prefix) again after you have indicated how you want to return so that you can print off the label that allows our warehouse to process your return.

1 - Your return paperwork MUST be enclosed (in the box and exterior barcoded)

2 - Original tags must be on the product, in new condition.

3 - Please note your return tracking in a safe place. Failure to do steps 1 & 2 can mean that you do not receive a refund in a timely manner as it will not be trackable at the warehouse, which services other companies (not just HEC). If you keep your tracking number and I can confirm delivery back to the warehouse, we will have far more options for getting you taken care of.

Troubleshooting

1 - If you get any sort of security warning from your browser, you can ignore this and proceed to site, as all it will ask you is for your order number and zip code and stores no payment information.

2 - Has too much time elapsed? You have three weeks from the day we shipped your order for the return to arrive back to our warehouse. As we use a warehouse service, and are subject to their rules, we are not able to make exceptions to this return window.

Processing time

During peak times please allow up to 1-2 weeks for your refund to process after the return item has been inspected and logged into stock.To save yourself time and expense with the return, you might want to ask any barn friends if they are interested in what you are returning! Always worth asking. :-)

Further details on return and exchange policies can be found here.

My flag hasn't arrived and it seems like it is taking awhile.

Long length items such as our static flags and horsemanship sticks can take up to 3 weeks to arrive due to their awkward size and the special handling required. Please plan accordingly.

I need help with my collapsible flag or stick

Here are some helpful tutorials specific to the Pocket Flag:

I broke my stick/flag

Sticks and flags are not waranteed for breakage. If you are unaware of what you are doing with your tools and apt to accidentally clip the ground or something else, our Pocket Flag may not be the right tool for you. If this is the case, then we highly recomend our sturdier Pocket Stick which will take the occasional knock or ding.

Where do I order the nameplate?

Here on our website or on our nameplate website www.halternameplates.com

Large orders will be cheaper when placed on the halternameplates.com site.

Do a set of screws come with the plate?

Yes, one set of screws come with your plate. You can also purchase extras.

I received two screws of different sizes for my nameplate

You need one screw of each size per halter. The long post goes through the side of the plate closest to the nose, the short goes on the end closest to the cheek snap. I personally like to swap the long screw onto the short post and vice versa as that makes for a perfect fit. That should take care of the issue for you.

I lost a screw

Here is the link for replacement screws for you.

A small business that was founded by

ONE WOMAN & her dog

Who was crazy about making beautiful things for horses. Which has since grown into a specialist team of horse lovers helping dress horses in 31 countries and counting.

Reaching Out

Not finding the information you need on the web site? We are happy to help!

Email remains the fastest way to contact us, it is incredibly difficult to reach the team on the phone due to the wide time zone spread we service. Our phone is (888) 762-5701 however it is not an answered line and will generally mean a much slower response than email (days to weeks versus minutes or hours).

Please keep in mind that we are still a small, artisan company, not a big corporate entity. Like you, the team may be out feeding horses between emails or traveling to a show to meet new customers. We will answer you as quickly as possible. Please don't approach us like a big corporate entity, just be kind and explain what issue you're trying to solve and we'll do everything we can to help.

CONTACT FORM

Please DO NOT send your enquiry/duplicate enquiries through multiple channels. They all come to the same place and by sending across multiple channels you will slow down the speed which we are able to respond to you.