About Ice Horse

100% Satisfaction Guarantee

The Easiest and Best Guarantee in The Business
Shop with 100% confidence at Dover Saddlery. If something doesn’t fit you or your horse, return your original purchase within a year, and we’ll make it right with a refund, exchange or replacement.

Our experience as riders and horse owners ourselves is that in most situations a year’s time is fair enough to evaluate proper fit and function. PLUS: For manufacturer’s defects, we’ll extend the manufacturer’s warranty to a maximum of 24 months, regardless of their individual policies. (AND: Manufacturer warranties longer than 24 months will be honored and supported by us as well up to the length of those warranties).

Exceptions: Safety items such as helmets and protective vests may only be returned within 30 days, with their original tags intact. Saddles and riding boots may be returned within the one year period, but are subject to a prorated refund based on usage. Used saddles may be returned for 30 days only. For everyone’s protection, treats and vet meds which have been opened are not returnable, and returned blankets must clean and free of debris.

Special Conditions
To protect all customers and ensure that every return or exchange is handled fairly, we may require a receipt or decline a return in these situations:

• Item was not purchased directly from Dover Saddlery. (It was purchased at a used tack sale or from a retailer or online seller other than Dover Saddlery.)
• Item is missing a label or has been defaced.
• No receipt and no valid identification in our stores.
• Item is wet, dirty or contaminated, or until it has been cleaned. (For health and safety reasons, we cannot accept returns on used, defective or poorly fitting blankets if they are UNWASHED.)
• Item has been lost, stolen, damaged, or misused.
• On rare occasions, based on the nature of prior transactions.
• Supplements have been opened or used.
• Multiple returns of the same item.
• Personalized items may not be returned unless defective.

Security Guarantee
Dover Saddlery understands your concerns regarding online security. We share in your concerns and therefore work hard with experts in the field to maintain a highly secure ordering environment. Along with our comment to security, we offer you a Secure Order Guarantee - this gives you 100% protection for your credit card transactions on Doversaddlery.com.

Our Secure Order Guarantee means that you will never have to pay any money related to unauthorized charges to your credit card account, as long as those charges are a direct result from a transaction on Doversaddlery.com.

How it works: If you experience credit card fraud, the Fair Credit Act specifies that your credit card company can hold you liable for no more than $50.00 in fraudulent charges to your account. Our Secure Order Guarantee will reimburse you for any amount up to $50.00 billed to you by your credit card company for unauthorized charges to your account, if those charges result from an order you placed with Doversaddlery.com. For this protection you must promptly notify your credit card company of fraudulent charges and follow their procedures as outlined in your credit card agreement.