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Shipping & Returns Policy

Shipping policy

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Effective Date: 20.11.2023

 

Thank you for shopping with SaddleUP! We want to make sure your experience is as smooth and enjoyable as possible, and part of that includes providing clear information about our shipping policies.

  1. Order Processing:

    • All orders are processed within 3-5 business days (excluding weekends and holidays) after receiving your payment confirmation.

  2. Shipping Methods:

    • We offer several shipping options to meet your needs. The available shipping methods and estimated delivery times will be presented during the checkout process.

    • The shipping cost is calculated based on the weight of your order and the destination.

  3. Shipping Locations:

    • We currently ship to EU countries. If your location is not listed, please contact us, and we'll do our best to assist you.

  4. Order Tracking:

    • Once your order has been shipped, you will receive a confirmation email with a tracking number - if applicable. You can track your order by entering the provided tracking number on our website or the carrier's website.

  5. Shipping Delays:

    • While we strive to ensure timely delivery, please note that shipping times may be affected by factors beyond our control, such as customs processing, extreme weather conditions, or postal service delays. We appreciate your understanding in such situations.

  6. Shipping Confirmation:

    • A shipping confirmation email will be sent to you once your order has been dispatched. This email will include the tracking number and a link to track your package's journey - if applicable.

  7. Shipping Address:

    • Please ensure that the shipping address provided during checkout is accurate. We are not responsible for orders shipped to incorrect addresses provided by the customer.

    • If you choose Zásilkovna - Z-Box delivery for your order, please enter the address for the Zásilkovna branch you have selected at www.zasilkovna.cz/pobocky. Both Zásilkovna and we will communicate with you further.

    • If you choose Packeta - Z-Box delivery for your order, please enter the address for the Packeta branch you have selected at https://www.packeta.sk/pobocky Both Packeta and we will communicate with you further.

  8. Lost or Stolen Packages:

    • In the unfortunate event that your package is lost or stolen during transit, please contact the shipping carrier and our customer service team immediately. We will work with you to resolve the issue.

  9. Customs and Duties:

    • International customers are responsible for any customs duties, taxes, or fees incurred during the importation process.

  10. Returns Due to Shipping Issues:

    • If your order is returned to us due to an incorrect address or delivery failure, we will contact you to arrange for reshipment. Additional shipping charges may apply.

  11. Contact Information:

    • If you have any questions or concerns about your order's shipping status, please contact our customer service team at hello@saddleup.top or phone +421919399294

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Return Policy

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1. Return Eligibility:

  • To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Items must be returned within 15 days from the date of purchase.

2. Initiating a Return:

  • To initiate a return, please contact our customer service team at hello@saddleup.top with your order number and details about the product you would like to return. We will guide you through the return process.

3. Return Shipping:

  • Customers are responsible for return shipping costs, except in cases where the return is due to a defect or error on our part. We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.

4. Refund Process:

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 business days.

5. Exchanges:

  • If you need to exchange an item for a different size or color, please contact our customer service team. We will guide you through the process and ensure you receive the desired item promptly.

6. Non-Returnable Items:

  • Certain items are non-returnable, including gift cards, custom-made or personalized items, and final sale items. These non-returnable items will be clearly indicated on the product page.

7. Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact us within 2 days of receiving your order. We will work with you to replace the item or issue a refund, including return shipping costs.

8. Return Address:

  • The return address will be provided by our customer service team upon initiation of the return process.

9. Contact Information:

  • If you have any questions about our returns policy, please contact our customer service team at hello@saddleup.top or +421919399294 

 

By making a purchase from SaddleUP, you agree to and accept the terms outlined in this Shipping & Returns Policy. We appreciate your trust in our products and are committed to ensuring your satisfaction. Happy riding!

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