Shipping policy

ORDERS & DELIVERY POLICY – Delivery available in Australia ONLY 

ALL SHIPMENTS

PLEASE NOTE

  • Orders are processed within 2-5 business days except for pre-orders
  • You will receive your order anywhere from 2-10 business days from the date that it is shipped out, not the date the order is placed.
  • After your payment is authorized and verified, it can still take up to two business days to process your order.
  • Business days do not include weekends or holidays. Orders placed on Friday after 12PM AEST or over the weekend will begin processing on the following Monday.
  • Shipping costs are at a standard rate of $15 per 5kg of product. 

FAILED DELIVERIES & RETURNED PACKAGES

In the event that Australia Post/Courier is unable to deliver a package due to an incorrect address entered by the customer, missing an apartment, suite, floor, etc., unsafe place to leave the package (driver’s discretion), incorrectly refused packages or otherwise, Stride Ahead Equine is not responsible for payment of return shipping costs levied by the courier. Similarly, Stride Ahead Equine is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery and is non-refundable.

SERVICE DELAYS 

Stride Ahead Equine is not responsible for unexpected shipping delays caused by circumstances such as severe weather, natural disasters, train derailments, etc. We are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays or other occurrences and the shipping fee is non-refundable. In cases such as these, please directly contact the courier with any inquiries about the status of your package.

LOST OR STOLEN PACKAGES

Stride Ahead Equine is not responsible for lost or stolen packages. In the event a package is lost or stolen, either the receiver or Stride Ahead Equine will need to contact Australia Post to open an investigation. We are unable to move forward until the investigation is complete on Australia Post’s end.

 

RECEIVED INCORRECT ITEM

Please contact us immediately at strideaheadequine@hotmail.com if you received an incorrect item, so we can process your return request as soon as possible.

If the correct item is available, we will ship the replacement, once the wrong item has been returned in it’s original unopened state.

If the correct item is not available, either store credit or refund will be issued once the returned merchandise is received and processed by our returns department (typically within 5 days of receipt of item)