At Roeckl Equestrian Gear Shop, we combine premium equestrian craftsmanship with exceptional customer service. Whether you’re shipping to your stable or returning an item, our policies are designed with the dedicated rider in mind.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods
Standard Shipping (DHL or FedEx):
– Delivery time: 10-15 business days after shipment
– Flat rate: $12.95 USD
– Recommended for time-sensitive orders
Free Shipping (EMS):
– Delivery time: 15-25 business days after shipment
– Free for orders over $50 USD
– Available for most destinations (excluding some Asian and remote regions)
International Shipping
We ship globally (except certain Asian and remote regions). Customers are responsible for any customs duties or import taxes, which vary by country.
Returns & Exchanges
Your satisfaction is our priority. If your Roeckl gear doesn’t meet your expectations, our straightforward return process ensures peace of mind.
Return Policy Overview
- Return Window: 15 days from delivery date
- Condition: Items must be unused, with all tags attached, and in original packaging
- Non-Returnable Items: Riding helmets and safety vests (due to hygiene and safety regulations)
How to Return an Item
- Contact Us: Email [email protected] within 15 days with:
- Your order number
- Item(s) for return/exchange
- Reason for return
- Refund or exchange preference
- Receive Authorization: We’ll email a Return Merchandise Authorization (RMA) number and instructions within 2 business days
- Ship Your Return: Package item securely with RMA visible. Ship to: Roeckl Equestrian Returns
4976 Steve Hunt Road
Miami, US 33169 - Processing: We inspect returns and process refunds/exchanges within 5 business days of receipt
Shipping Costs
Customers cover return shipping unless the return results from our error. For exchanges, we cover shipping costs for the replacement item. We recommend using trackable shipping as we can’t be responsible for lost returns.
Refund Information
Refund Method: Original payment method
Processing Times:
– Credit Cards (Visa, MasterCard, JCB): 3-5 business days after processing
– PayPal: 1-3 business days after processing
Original shipping fees are non-refundable for standard returns.
Exchange Policy
We gladly exchange items for different sizes or colors (subject to availability). If your preferred item isn’t available, we’ll issue a refund.
Damaged or Defective Items
Contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement or refund and cover all associated shipping costs.
Need Help?
Our rider-experienced team is here to assist. Contact us at [email protected] with any questions about shipping or returns.
From our Miami headquarters to your stable, we’re committed to your complete satisfaction with every Roeckl purchase.