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:

Big Dee's Tack Phone:
1-800-321-2142 or 1-330-626-5000
Big Dee's Tack Email: 
Big Dee's Tack Mail:
The Paddock Saddlery
Customer Service
9440 St. Rt 14
Streetsboro, Ohio 44241


Frequently Asked Questions

Question: What is FOB?

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).
  • Up to 180 days from purchase – items are eligible for store credit or exchange. Credit will be given in the form of a gift card if the item is still in new/unused condition with the original tags.
  • If the returned product can no longer be sold as new – there will be a 20% restocking fee.
  • The following items are ineligible for return (unless defective): Customized merchandise, special orders, electronics, books, bits (excluding trial items), vaccines, dewormers, supplements, closeout merchandise or any open items.
  • Air vests require additional instructions – please contact a customer service representative.
  • Clippers may be returned in new condition 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.
  • Saddles may be returned or exchanged within 15 days of receipt in 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. This excludes special orders or custom saddles.

Please request a Return Merchandise Authorization (RMA) number in order to expedite the returns via email or call 1-800-321-2142. 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.Write your RMA # on the outside of the package and include your name, address and phone number on the inside of the package and mail to:

The Paddock Saddlery
Attn: Returns (RMA #)
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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