We ship our online orders via Canada Post or you also have the option to pick up in store at
Willow Equestrian, 1398 Gordon Street, Unit 4, Guelph, ON, N1L 1C8.
Satisfaction is a high priority for us. We understand that things don't always work out.
Refunds or exchanges can be made within 30 days of purchase according to the date on receipt.
All Special Orders are final sale. All clearance and sale items are final sale.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags attached.
Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Underwear is final sale. Bits are final sale. Treats are final sale. Health products are final sale.
ALL RETURNS ARE AT THE DISCRETION OF MANAGEMENT.
Additional non-returnable items:
Downloadable software products
Some health care and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
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. All items purchased online are refunded minus shipping. Customer is responsible for shipping cost of items back to store.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
In the event of an exchange for an online order Willow Equestrian will cover shipping of the new item back to you however you will need to cover the shipping of the returned item.
To return your product, you should mail your product via Canada Post to: 1398 Gordon Street Unit #4 Guelph, Ontario CANADA N1L 1C8
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
We only accept returns through Canada Post or United States Postal Service.
Returns will not be accepted through courier.
Please mark the package as a return.
Please don't hesitate to contact us with any questions or concerns.