Shipping & Returns 

Shipping

EXPEDITED SHIPPING METHODS DO NOT INCLUDE PROCESSING TIME.

Purchased items will be shipped from our warehouse location within 4-7 business days of the order, although most orders will be shipped within 2-3 business days.

Shipping prices are determined straight from the carriers. The cost of the shipping depends on the weight of your entire order and its destination from our warehouse location at 54 Drexel Avenue, Bayshore, NY 11207.

Domestic (USA): All domestic orders are shipped via UPS with delivery confirmation. Standard delivery time is 2-5 business days from date shipped, but may take longer. Most domestic orders are received within 1 week of ship date.

International: International customers are responsible for customs duties and/or brokerage fees in addition to shipping costs assessed during checkout. PONY is not responsible for international shipping delays, such as customs delays and is not responsible for any customs duties or taxes fees (if the package is shipped back because the customs payment was not paid we are not able to refund your order). We are not responsible for any lost, stolen, or damaged shipments. The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment.

 

Returns

Our satisfaction is our top priority. Plain and simple.

Something not quite right? Not a problem. We will be happy to issue a refund for merchandise within 30 days of purchase if items meet our eligibility criteria. Please note:

  • Item(s) in original condition, unworn, unwashed, undamaged, with all original tags attached, and is NOT a Clearance/Final Sale item.
  • Canadian residents, please note duties and taxes are NOT included in outbound freight and are non-refundable.
  • Returns are subject to an $8 restocking fee per return label. Original shipping cost will not be reimbursed. 

If your item(s) are eligible for refund, please visit our Returns Center to start your return:

PONY - Returns Center (loopreturns.com)

Place the return packing slip with your unwanted item(s) in the original mailer if possible.

Exchanges

We do accept exchanges for items that are purchased at retail price. All discounted items and sale items are final sale. Please send us a request for an exchange within 14 days of delivery date. Items must be returned in new & unused condition, with all original tags attached. All exchanges are dependent on current inventory.

To make an exchange please visit the Returns Center

PONY - Returns Center (loopreturns.com)

Damaged Goods

If a product is delivered damaged or defective please do the following:

  • Send an email at customerservice@pony.com titled "Damaged"
  • Email us a photo of the damaged goods
  • State where the product is damaged
  • Please include Name, Order Number and Phone Number
  • Once email is sent expect a reply within 24 hours with further instruction.

* A refund won’t be made for the damaged item unless the item can’t be replaced.