Return Policy

Return and Exchange Policy

In an effort to reduce expensive and time consuming returns, The Frosty Pony asks customers to please check all sizing carefully and recommends asking us questions about sizing and fit uncertainties prior to making a purchase (preferred form of communication is to email us at thefrostypony@outlook.com).
In an effort to assist the customer in being pleased with their purchase, The Frosty Pony offers the following return policy:
In the event that an item does not fit as anticipated, we are happy to accept returns for your Money back, exchange or store only if the item meets the following conditions:

• All returns must be sent back shipping cost pre-paid and arrive back to The Frosty Pony within 14 days of initially receiving the product.
• NO RETURNS on custom (special) ordered merchandise.
• Returned product must be in NEW condition - items should be free of damage (holes, marks), perfumes, cigarette smoke odour, deodorant, other stains, and animal hair.
• Original tag(s) must be attached and not damaged. 
• **Items being sent back from the USA may only be sent via USPS. Within Canada, you may send back via your desired method. *Please note that The Frosty Pony is not responsible for lost, stolen, or damaged items. It is advised that you keep your tracking information for items being sent back.

All sale (discounted) items, hats, and accessories are FINAL SALE and cannot be returned for health reasons.
To initiate a return, you MUST email thefrostypony@outlook.com with rationale BEFORE shipping your item(s). We will refuse any packages sent without prior contact. Once item(s) is/are received and have been verified to meet the above requirements, your return will be processed within 2-3 business days.

• Returns for size exchange - a replacement will be sent if it is available in store, shipping paid by customer prior to shipping (you will receive an invoice via e-mail for cost of shipping), and an updated tracking information provided via email at the time of shipping.
• Returns for store credit will receive an email containing a store credit code with the value of the original purchase amount of the returned item(s) less any shipping fees to be used on future order(s) with no expiration.

If the attempted return does NOT meet the above criteria, the return will NOT be processed. If the approved return is not received within 14 days, no return or exchange will be issued and item will be refused if shipped back.
If an item you receive is damaged or incorrect upon arrival, please contact The Frosty Pony at thefrostypony@outlook.com within 3 business days of receiving your order and we will gladly assist you in resolving this matter.

Please send your returns, after e-mailing us first, to:

The Frosty Pony
25379 Robertson Crescent
Aldergrove, BC V4W 1W8

Questions? Shoot us an e-mail at thefrostypony@outlook.com