At Roeckl Sales Store, we’re fellow riders who understand the importance of perfectly fitting equestrian gear. Whether you’re preparing for dressage or a cross-country adventure, our shipping and returns policies are designed with your riding needs in mind.

Shipping Information

We ship globally (excluding some Asian regions and remote areas) with two convenient options:

Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: $12.95 USD
  • Delivery Time: 10-15 business days after shipment

Free Shipping

  • Carrier: EMS
  • Minimum Order: $50 USD
  • Delivery Time: 15-25 business days after shipment

Rider’s Note: All orders require 1-2 business days for processing before shipment. You’ll receive tracking information via email once your order is dispatched from our Oklahoma City facility.

Returns & Exchanges

We want you to be as confident in your gear as you are in the saddle. Our 15-day return policy covers most items, with exceptions for safety reasons.

Non-Returnable Items

For hygiene and safety considerations, we cannot accept returns on:

  • Riding Helmets
  • Safety Vests

These items may only be returned if they arrive damaged or defective. Please contact us immediately with photos if this occurs.

Return Process

Step 1: Initiate Your Return/Exchange

Contact our customer service team within 15 days of receiving your order at [email protected] with:

  • Your order number
  • The item(s) you wish to return/exchange
  • Reason for return
  • Your preference (refund or exchange)

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you a Return Authorization Number (RA#) with shipping instructions.

Step 3: Prepare Your Package

Ensure all items are:

  • In original condition with tags attached
  • In original packaging with all accessories
  • Clearly marked with your RA# on the package exterior

Step 4: Ship Your Return

Send your return to:

Roeckl Sales Store Returns
2480 Benson Park Drive
Oklahoma City, OK 73105
USA

Note: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method.

Refund Processing

Once we receive and inspect your return:

  • Timing: 3-5 business days after return receipt
  • Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Please allow additional processing time for your financial institution to post the refund.

Exchange Policy

For exchanges:

  • We’ll ship your replacement after receiving your return
  • Price differences will be adjusted (charged or refunded as needed)
  • Original shipping fees apply to the new shipment

International Returns

For customers outside the US:

  • You’re responsible for return shipping and customs fees
  • Mark packages as “Returned Goods” to avoid customs charges
  • Original shipping fees are non-refundable

Happy Trails Guarantee: We stand behind our equestrian gear just as you stand in your stirrups. Our team of fellow riders is here to ensure your complete satisfaction with every purchase.

For questions about our policies, contact us at [email protected].