Customer Service
We want you to be completely happy with your purchase from The Paddock Saddlery. We stand behind our products. Our friendly and knowledgeable custom service team is here to help.
Contact us:
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Phone: 1-800-321-2142 or 1-330-626-5000 |
Email: sales@paddocksaddlery.com |
Mail: The Paddock Saddlery Customer Service 9440 St. Rt 14 Streetsboro, Ohio 44241 |
- What is FOB?
- How do I reset my password?
- How do I return an item?
- How can I contact you?
- Where are you located?
- Is a signature required for my delivery?
Answer: FOB means Freight On Board. Heavyweight, oversize or overweight items that require extra shipping fees.
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Question. How do I reset my password?
Answer: Click "Forgot My Password" on the My Account sign in page. You will be asked for an email address. After submitting, you will receive an email with a temporary password. You can then reset your password
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Question. How can I return an item?
Answer: We recognize that on occasion, an item that you have purchased may need to be returned. Regardless of the reason, we are here to help!
- Up to 90 days from purchase – items are eligible for full credit or exchange. Full credit will be given to items in new condition in the original packaging with tags. Full credit will be issued to the original form of payment (less shipping/handling charges).
- The following items are ineligible for return (unless defective): Customized merchandise, special orders, electronics, books, vaccines, dewormers or supplements.
- Air vests require additional instructions – please contact a customer service representative via chat, email or call 1-800-321-2142
- Clippers may be returned to The Paddock Saddlery / Big Dee’s up to 30 days after purchase. After 30 days the manufacturer warranty will take care of any repairs. Please contact the manufacturer or contact a customer service representative via chat, email or call 1-800-321-2142
Saddle Returns
Saddles may be returned or exchanged within 15 days of receipt, unused condition. You are responsible for the return shipping. If the saddle is not in new condition there will be a restocking fee of 10%-50% of the saddle value. Excludes special order or custom saddles.
Defective Items
If you feel that an item you have received is defective, please call customer service at 1-800-321-2142 or click here to chat. You may also email sales@bigdweb.com. If you are able to email photos to help show the scope of the defect, we can better assist you in finding a resolution.
Damaged Items
Please inspect your items and report any damages or shortages within 48 hours of delivery. Photos may be required of the damaged item(s) and packaging. Email sales@paddocksaddlery.com or call 1-800-321-2142 for further assistance
Bit (Test Ride Program) Returns
Purchase any bit that says it is part of the Bit Test Ride Program and you have 14 days to try the bit at minimal cost to you! If the bit works for you, simply keep it and you will not be charged the Test Ride Fee. Bits may be returned within 14 days of receipt. Contact Customer Service for an RMA number at 1-800-321-2142. When The Paddock Saddlery receives the bit back, we will refund you the purchase price of the bit, less the $14.95 test ride fee.
- Returned Bits are cleaned, thoroughly disinfected and returned to the Bit Test Ride Program. If a bit is returned with excessive wear and tear, a restocking fee of up to 50% of the purchase price will be charged at the discretion of Big Dee's. Please use the bit gently and clean it before returning if it is not the right bit for you. This will ensure you are eligible for the full refund of the purchase price, minus the cost of the Test Ride fee.
- Any bit kept longer than 14 days is considered final sale and no longer eligible for return
- Any bit returned without original packaging and tags may be subject to a 20% restocking fee
- Because of the difficulty of sanitation and risk of damage, rubber, plastic and leather mouthpiece bits are not eligible for the Test Ride Program.
- Please note – if you are certain of the bit that you would like to purchase, and would like to order a bit that has never been out on the test ride program – please call us at 1-800-321-2142 and we will be happy to special order the bit for you
Repackage your item carefully, fill any voids with paper or another suitable stuffing material to protect the item from damage. If you are returning boots or helmets we ask that you please wrap the box in craft paper or place the item into a larger box so as not to damage the manufacturers packaging. Include your name, address and phone number on the inside of the package and mail to:
The Paddock Saddlery
Attn: Returns
9440 State Route 14
Streetsboro, Ohio 44241
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Question. What payments do you take?
Answer: We accept Visa, MasterCard, Discover, American Express, Paypal, Money order or you can mail in a check. If you choose to do Money Order or pay by check please select “Terms” during checkout and we will contact you.
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Question. Where are you located?
Answer: We are located 9440 St. Rt. 14 Streetsboro, Ohio. Just 30 minutes east of Cleveland.
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Question. Is a signature required for my delivery?
Answer: Packages with a value of $1,000 or more will require an adult signature at the time of delivery.
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