SHIPPING & RETURNS
RETURNS / EXCHANGE
Call our office at 623-980-2833 for a return request only on NON custom orders. You must contact our shop within 48 hours of receiving order. No Exceptions. Depending on the nature of your order, we will approve returns if the product has met all of the below requirements. Custom saddles are not available for returns/exchanges as they are custom fitted to an individual buyer and their horse. Some exceptions may apply, contact us for more information.
All deposits are non-refundable. All final payments will be made in cash or certified funds for immediate shipping. All final payments drawn on personal or company checks will be shipped after ten(10) business days to allow processing of payment.
RIGHT TO INSPECT
Buyer shall have the opportunity to inspect the products and to reject any nonconforming or defective products. Buyer shall give Usher Brand Saddlery written notice of any non-conforming or defective products within five (5) days after delivery. No notice shall constitute acceptance by Buyer. Buyer’s sole and exclusive remedy for rejection of non-conforming or defective products shall be to return products to Usher Brand Silver & Saddlery and may constitute a 25% Restocking Fee, see below for details.
DISCLAIMER RETURNS / EXCHANGE on CUSTOM ORDERS
Because of the nature in custom design and production, NO refunds or exchanges will be allowed under any circumstance. If you should for some reason make a mistake in your initial online order, please contact us within 2 business days to request specific changes. Under no circumstances will we provide a refund for saddle orders, tack orders or custom orders, which are not limited to but include; custom trophy buckles, saddles, conchos, trophy jewelry, and ALL other leather and/or silver trophy items. It is the consumers responsibility to proof read, and check through the proofing process - as we do not send your design to production without initial approval from customer. If there is a mistake on your trophy order, please take a photo of the mistake, and contact our office directly.
Due to recent National COVID-19 restrictions, production times will vary from your original order date or what was originally provided to you at the time of order; this is due to limited supplies nationwide that began at the end of 2019 to the beginning of 2020, and shelter in place orders that took effect. While we may not be able to provide an exact finalized date as of yet, please know that as a small family business we are doing everything to finish a beautiful saddle you will love for years ahead! Thank you to all of our clients who are sending support grace and patience to the Usher Brand team during this time!
We take pride in standing by our products, and will make it right! Any further questions, please contact us at 623-980-2833.
Q: HOW FAST IS MY ORDER PROCESSED?
Under normal circumstances, orders are processed the same or following day, Monday through Friday during typical business hours. All orders placed Saturday or Sunday will be processed on Monday, with the exception of holidays.
Usher Brand Silver & Leather Shop products are made to order.
Once your order has been placed, you will receive a confirmation email that we have received your order. Production time will be 4-6 weeks for silver and typically 3 months for leather or saddles depending on the nature of your order. If you have any questions about rush orders, please call our office at 623-980-2833 or email email@example.com
Q: WHEN WILL MY ORDER SHIP?
Some online or tack shop items are available for immediate shipment; however, we are a custom shop, and some items will require time to build. Production time for these items are approximately 4-6 weeks, for all silver, leather will inquire additional time. Please request production time for your saddle at the time of purchase. If you are concerned about immediate availability on a particular item, please call us, or email us at firstname.lastname@example.org
Q: DO YOU SHIP TO CANADA?
Yes we do, shipping costs for shipping to Canada will be applied at the time of checkout. As the buyer you will be responsible for any brokerage fees, duties and/or custom fees that are payable to your country. Any questions about expedited shipping to Canada on a custom saddle order, please contact us directly.
Q: HOW MUCH IS SHIPPING?
Shipping is determined using a rate calculator. In some cases the rates may be inaccurate and additional fees may be required.
Q: DELAYS DURING HOLIDAY SEASONS BETWEEN THANKSGIVING AND CHRISTMAS
This is one of the busiest times of the year for our shop. We cannot guarantee a shipment a couple of weeks before Christmas. Please allow extra time for deliveries during this time. You can also contact us for expedited shipping options.
Q: CAN I SEND AN ORDER TO A COUNTRY OTHER THAN THE UNITED STATES?
We usually ship to the United States & Canada. However, if you would like to ship an order to other countries you must place the order over the phone at 623-980-2833.As the buyer you will be responsible for any brokerage fees, duties and/or custom fees that are payable to your country.
Q: ITEM IS ON BACKORDER
We will contact customers via your email in case the product you ordered has to be built and will be delayed. If you have other items on your order that are not on backorder we will wait for the backordered item to be built and ship all the items together. Please contact us if you would like the available products shipped separately.
Q: UNDELIVERABLE PACKAGES (ORDERS RETURNED TO US)
Packages that are returned to us by the U.S. Postal Service or UPS and marked as "Unclaimed", "Return to Sender", "Attempted Unknown", "Refused", or "Invalid Street Address", will be contacted by our team to try and get the delivery errors corrected, if the item is sent back as unclaimed, you may be subject to an additional shipping charge.
Q: RESTOCKING FEE
Saddles returned to Usher Brand Silver & Saddlery must be resold before the buyer will be refunded their purchase price minus the 25% restocking fee.
Returns of all silver, and small leather purchases are subject to a 25% Restocking Fee. No Exceptions.
Q: Can I get a refund on my custom saddle or silver?
At Usher Brand Silver & Saddlery, your complete satisfaction is our goal. Please understand the nature of custom work. There are NO REFUNDS on Custom Usher Brand Saddles or silver that is made with your initials or brand, and all sales will be final once deposit on your custom saddle has been made. If, for whatever reason you are unsatisfied with your purchase, we must be given the opportunity to correct the problem with your order. This includes all purchases in the custom category.
We stand by our saddles 100%, and offer a saddle warranty for every Usher Brand Saddle. To get more information about our Usher Brand Saddle Warranty, please contact us directly!