Frequently Asked Questions

Can't find an answer to your query? Email us at sales@prohorse.com.au and we will get back to you within 24 hours.

GENERAL 

Do you have a physical store?
No we only sell online at this stage. 

Can I pickup an item from your warehouse?
No we don't accept customers at our warehouse.  

I'm a bit unsure of sizing, what should I do?
We offer 14 days free trials on all of our orders, so you can take your time and try your item on yourself or your horse, and simply post it back if it doesn't fit. Or email us and we will get back to you within 24 hours with more information about our sizing.

PAYMENT OPTIONS

What is Afterpay?
Afterpay allows you to purchase an item now, and pay it off over 4 instalments interest free. Once you get to the checkout page, just click checkout with 'Afterpay' and it will redirect you to their sign up page.

Can I use afterpay on all orders?
Yes all orders up to $1000. If you want to use afterpay for bigger orders or saddles please send us an email and we will organise this for you by splitting your order into 2 separate payments.

Do you offer layby?
Yes we do, please send us an email to organise.

SHIPPING

How long does it take to receive my product?
Most of our orders are sent within 24 hours. Depending on where you live the shipment can take anywhere between 1 to 8 business days. All our our products are sent from our QLD and WA warehouse, so if you live in either of those states the shipping time should be 1-3 days.

Why did my order arrive in two different parcels?
Depending on stock levels, we sometimes ship products from 2 different warehouses for one order. Both tracking numbers will be available at your prohorse login page.

I haven't received a tracking number to my email, where is my order at?
Your tracking number will show on your prohorse order/login page. It can sometimes take up to 3 days for the tracking number to update in our system. 

Do you offer express shipping?
Yes we do offer express postage for smaller items (not saddles).

Do you offer FREE Shipping?
Yes all of our Australian orders are sent with free shipping as long as the order value is over $100. If its under $100 then we charge a $20 shipping and handling fee.

Do you Ship Internationally?
Yes we do get a lot of international orders (especially from NZ, USA and Saudi Arabia). Most of our international orders are sent express post so they only take about 7 days to arrive.

RETURNS

Can I return the product if I change my mind?
Yes we offer hassle free returns on all of our orders provided that you return it 14 days after receiving your order, the product and packaging is in its original condition and you paid full price for the item. Make sure you send a tracking number to our email for the return postage to returns@prohorse.com.au so that we can track your return. Please send your return to:
Anna Bendz
Prohorse
60 Galwey St 
Leederville WA 6007
AUSTRALIA

Who pays for the return postage?
We only offer free shipping on the actual order, the customer pays for the return postage.

When will you process my refund?
We will process the refund or exchange the same day we receive your parcel. 

How long until I receive my refund?
Depending on which payment method you used (Afterpay, paypal, Credit card) it might take up to 3 days for the funds to hit your account.  

We have a gift for you💞

Enter Your Email Below to Receive Your Welcome Offer.