- Shipping & Delivery
- Privacy & Security
- Returns & Exchanges
- Ordering, Viewing Order History, and Your Account
- Custom Orders
- Payment & Pricing
- Gift Cards
- Hours of Service
- Talk to me!
Shipping & Delivery
Although I live in northern Alberta, Canada, all of my product is drop-shipped from 5 Star Equine Products' production facility near Hatfield, Arkansas. That means that whatever 5 Star carries, I carry. I may not always have a new product in my store yet, or may not list something that is so specialized as to have low demand, but if you want it, e-mail me, and I will list it for you! (Occasionally, 5 Star is backordered on a certain felt, but I will make you aware of this as soon as possible if this occurs with your order.)
I apologize to my fellow Canadians trying to "buy local", as this means that you will be paying the customs taxes along with everyone else when you pick up your order at the post office. However, I do absorb some of the cost of shipping out of the United States to help ease this additional price tag.
Handling time: 5 Star ships most in-stock items within three days of my receiving payment. Handling times for custom items varies--please see the listing for specifics.
Shipping within the contiguous United States: Unless you request and pay for a faster service, orders that include saddle pads will go via UPS Ground--1-5 days delivery time from Arkansas, depending on your location. Orders with only cinchas or smaller items will go via USPS Priority Mail.
Shipping internationally: Orders will be sent via USPS Priority Mail international, unless you request and pay for a faster service. Depending on your country of residence (and how long your order gets held by customs), delivery time can take between 10 business days up to 8 weeks. (To most destinations, it is typically 2-3 weeks.)
Privacy & Security
Returns & Exchanges
Customer satisfaction is of the utmost importance to me.
I will take returns on non-custom, unused orders within 14 days of receipt. If you need to make a return or an exchange, please e-mail me for instructions right away BEFORE you ship the product back. Unless there was an error in manufacturing or description of a product, return shipping is to be paid by the customer. Taxes charged by your country, shipping, and customs will not be refunded.
Ordering, Viewing Order History, and Your Account
Creating an account with my store makes ordering and re-ordering easy. You can create a wishlist, product reviews, multiple "ship-to" addresses, tag products, and more. You can save your cart or gift card balances. And you can view your order history. Don't worry, I will never share your information with anyone else.
While a great deal of customization is allowed for in my store listings, I can't think of everything. If you know what you want, and can't find it here, please contact me and I will work with you and 5 Star to make your vision into a reality.
Payment & Pricing
Currently, I accept credit cards through Paypal only. I also accept cheques and money orders in US funds made out to Talena Winters. Before a product is shipped, I will wait for the cheque to clear. Through the postal system, the mail can take up to two weeks to reach me from some parts of the United States. Then it will take two weeks to clear from your US bank.
All prices are in United States currency.
Paypal only from overseas customers.
When you are not sure exactly what to give, but know you want to give a "5 Star" gift, give them a gift card. They will receive a digital code that will be redeemable in my store, and they can choose just the item they want.
Hours of Service
I strive to return all e-mails within twenty-four hours of receiving them. I usually check my e-mails about twice a day. However, I do not work from Friday evening until Sunday evening. so there will be a delay in the normal twenty-four hour response time on the weekend. Thank you for your patience, and for realizing that as a one-woman business, I need a weekend, too!
Talk to me!
I'd love to hear your feedback! Feel free to e-mail me with comments, questions, concerns, or just to brag about your favourite equine friend. With your permission, testimonials will be put onto my "Testimonials" page, so the world can hear about it, too!