Top Hat Friesians, Inc. Customer Service 

HOW TO ORDER

Browse our categories by clicking the plus sign beside our three shops, Equine, Pet and Livestock. When find a product you’d like to purchase, simply click “add to cart”. You can view your order at any time by clicking "view cart". Once you've finished shopping click "check out" to complete the order. You'll enter your name, shipping information and phone number (in case we have any questions about your order). Next you proceed to the checkout where you can choose to pay by credit card (Master Card, Visa, American Express or Discover) through our merchant account or by PayPal.

You will receive a receipt from our shopping cart for your transaction. We recommend that you print out this page and keep it as a record.

PRIVACY

When we collect personal information from you it is to give you an enjoyable and customized experience while using our websites. Personal information also allows us to provide services and features that most likely meet your needs and to make your online experience smooth and efficient. Personal information received from you online will only be used for  internal technical, administrative, or marketing purposes, except as otherwise required by law or as we disclose to you when the information is collected.

View our full Privacy Policy.

SECURITY

We strive to provide you with an enjoyable and secure shopping channel for all your animal supply needs. We are committed to keeping your information private and will not share any information you provide with any third party unless agreed upon by you. We take your security and privacy very seriously. On pages containing private information, we utilize “Secure Socket Layers” (SSL) to ensure that your personal data is secure as it traverses the internet. SSL is a standard encryption technology used by Internet Explorer, Netscape, and most other browsers.

To see if a web page connection is using SSL, look at the status bar of your browser window. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. You can also double-check by looking at the URL on the address line of your browser. When using secure mode, the first characters of the site address will change from "http" to "https." If you do not see the key or lock, then you are in an area of our website where none of your private information is being displayed.

CUSTOMER SERVICE

We have an “open door policy” on all of our websites. This means that if you have any questions, comments or just want to say hello, then we're here to talk to you. Just give us a call at 561-776-0758 Monday through Friday from 9:00 AM until 4:00 PM Eastern Time. If we're on the phone, leave a message and we'll call you back so it's on our dime and not yours. Or you can email us at support@equinebarnsupply.com and we'll answer as soon as possible, usually in  less than 24 hours.

PRICING POLICY 

Our online prices are subject to change at any time without notice based upon price changes of the vendors we do business with during daily business practices. We also reserve the right to delete, add, change or move products without giving notice of such changes on the website.

SALES TAX

We are required by law to charge sales tax within our state, which is Florida. If you live in Florida, your on-screen order total will reflect sales tax charges of 6.5% as well as the purchase total.

MAIL ORDERS

You may print your order from our shopping cart and mail it with a check* to:

Equine Barn Supply, C/O Top Hat Friesians, Inc. PO Box 14157, North Palm Beach, FL 33408 

      *Please make checks payable to: Top Hat Friesians, Inc.

SHIPPING 

 We ship all of our orders via UPS (United Parcel Service) Standard Ground unless another unless you select another method that is offered within our cart. Standard Ground rates apply on all orders.

FREIGHT CHARGES (FOB)

There is an additional freight charge (FOB) on items that are over-sized and difficult to ship. Your FOB charges will be determined by the weight of the item and your ship-to zip code. If you purchase an item that is assessed a freight charge, your on-screen order total will reflect this additional charge as well as the regular shipping charge (FOB items are not included when calculating the regular shipping charges, if any).

ORDER STATUS

If you have provided a valid email address when you order, you will receive an email that confirms your order.

When trying to estimate when a package will be delivered, please consider the following:

Overnight Orders placed after 3pm will not be processed until the next day.

Any order placed after 4pm M-F will not be processed until the next business day.

Delivery occurs only on business days (Monday through Friday excluding holidays).

Overnight Delivery is not available on Saturday or Sunday.

Orders containing vaccines will be shipped at the beginning of the week. If you order vaccines at the end of the week, they will not be shipped to you until the Monday of the following week to ensure safe transport of the vaccine.

RETURN POLICY

If, for any reason, you are not 100% satisfied with your order, quality of products, or customer service please let us know within 45 days. 

We have an unconditional warranty of satisfaction guaranteed on every product with the exception of

Electronic Training Equipment and Collars. Electronic Training Equipment and Collars may be returned only if defective or if they are returned within 30 days of purchase in new and unused condition.

Clippers: If defective, Clippers may be returned within 30 days of purchase in new and unused condition. After 30 days have passed, clippers must be sent to an authorized clipper repair center.

Saddles: When purchasing a saddle you are allowed ten (10) days for notification of return if the saddle does not fit the rider or horse. Return the saddle immediately, unused, for exchange or refund. We stress that a full refund can only be given if the saddle is absolutely clean & shows no evidence of use. A 20% restocking fee will be applied to saddles that show dirt, hair, or wear marks. 

Videos: May only be returned if in the original, unopened package. If there is a problem with your video quality, we can exchange it for the same title. No refunds will be given on opened videos.  

Shipping charges are non-refundable.