Welcome to Roeckl Equestrian Gear Shop’s FAQ section! As fellow riders, we understand the importance of having reliable information about our premium equestrian products and services. Below you’ll find answers to the most common questions about our gear, shipping, payments, and more.
About Our Products
What types of equestrian products do you offer?
We specialize in premium equestrian gear including:
- Riding Gloves
- Riding Helmets
- Safety Vests
- Short Boots
- Tall Boots
How do I know what size to order for riding boots?
We recommend measuring your foot according to our detailed sizing guide (available on each product page). For first-time buyers, consider ordering a half size up as riding boots often fit differently than regular footwear. Remember to try boots on clean surfaces to maintain return eligibility.
Are your safety vests certified?
Yes, all our safety vests meet current safety standards for equestrian sports. Each product description includes specific certification details. For competition riders, we clearly indicate which vests meet various governing body requirements.
Ordering & Payment
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions and never store your complete payment details on our servers. For additional security, we recommend using PayPal which adds an extra layer of protection.
Can I change or cancel my order after payment?
Orders are processed quickly (within 1-2 business days), so please contact us immediately at [email protected] if you need to make changes. Once your order has entered the shipping process, changes cannot be made.
Shipping & Delivery
Where do you ship?
We offer global delivery services to most locations worldwide, excluding Asia and select remote regions. Our Miami-based headquarters allows us to efficiently serve North American, European, and other international customers.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping ($12.95): Via DHL or FedEx, arriving 10-15 business days after dispatch with full tracking
- Free Standard Shipping: For orders over $50 via EMS, arriving 15-25 business days after dispatch with basic tracking
For competitive riders preparing for shows, we recommend Standard Shipping to ensure timely arrival with proper break-in time.
How long does order processing take?
Orders are typically processed within 1-2 business days from our Miami headquarters. During peak seasons or major sales events, processing may take slightly longer. You’ll receive a confirmation email once your order ships.
Can I track my order?
Yes! Standard Shipping includes full tracking from dispatch to delivery. Free Standard Shipping offers basic tracking. Tracking information is sent to your email once your order ships.
Returns & Exchanges
What is your return policy?
We accept returns within 15 days of receipt. Items must be in original, unworn condition with all tags attached. Return shipping costs are the customer’s responsibility. For safety gear like vests, please only try on over clothing to maintain return eligibility.
How do I initiate a return?
Please email our customer service at [email protected] with your order number and reason for return. We’ll provide return instructions. Refunds are processed once we receive and inspect the returned items.
Do you offer exchanges?
Yes, we can exchange items for different sizes or colors, subject to availability. Contact us within 15 days of receipt to arrange an exchange. You’ll be responsible for return shipping of the original item and any additional shipping costs for the replacement.
Customer Support
How can I contact customer service?
Our rider-experienced support team is available via email at [email protected]. We typically respond within 24-48 hours. For urgent matters regarding upcoming competitions, please include “URGENT” in your subject line.
What are your business hours?
Our Miami headquarters operates Monday-Friday, 9:00 AM to 5:00 PM EST. Emails received outside these hours will be answered the next business day.
Where is your company located?
Roeckl Equestrian Gear Shop is headquartered at:
4976 Steve Hunt Road, Miami, US 33169
4976 Steve Hunt Road, Miami, US 33169
Didn’t find your question answered here? Our team of fellow equestrians is ready to help. Email us at [email protected] and we’ll respond promptly with the information you need to make informed decisions about your equestrian gear.
From our Miami headquarters to your riding arena, we’re committed to delivering equestrian excellence with every shipment. Ride with confidence knowing your premium gear is on its way. Ride with Roeckl.