FAQ
Orders
When will my order ship?
Most orders ship within 1–3 business days (excluding weekends and holidays). During major sales or holiday seasons, processing may take a little longer.
Do you offer in-store pickup?
Yes—if local pickup is available at checkout, you can select it and we’ll email you when your order is ready.
Can I change or cancel my order?
If your order hasn’t been processed yet, we’ll do our best to help. Email us as soon as possible with your order number.
I entered the wrong shipping address—what do I do?
Contact us immediately. If the order hasn’t shipped, we can usually update it. If it’s already shipped, we may not be able to reroute it.
Shipping
Do you ship within the U.S.?
Yes.
Do you ship internationally?
Yes—international shipping options and rates show at checkout.
How much is shipping?
Shipping rates are calculated at checkout based on your location and order size.
Do you offer free shipping?
We occasionally offer free shipping promotions. If a free shipping code is active, you’ll see it on our site or emails.
My tracking says “delivered” but I don’t have it—what now?
Double-check around your property/mail area and with neighbors. If it still hasn’t turned up, contact the carrier first, then email us and we’ll help where we can.
Returns & Exchanges
What is your return policy?
We accept returns on eligible items within 14 days of delivery.
What items are not eligible for return?
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Sale items are final sale
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Items without original tags
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Items worn, washed, used, or not in original condition
Do you provide return shipping labels?
No—Broken Horn Saddlery, LLC does not provide return labels. Return shipping is the customer’s responsibility.
Where do I send my return?
Broken Horn Saddlery, LLC
4120 Maine Ave
Baldwin Park, CA 91706
When will I receive my refund?
Once your return is received and inspected, refunds are processed back to the original payment method. Timing varies by bank, but typically posts within a few business days after processing.
Do you offer exchanges?
If you need a different size, the quickest way is usually to place a new order (so it doesn’t sell out) and return the original item if eligible.
Product & Sizing
Do your boots/hats run true to size?
Sizing can vary by brand and style. If you tell us what you’re looking at, we’re happy to recommend a size based on customer feedback and brand fit.
Are your items authentic name brands?
Yes—we carry authentic products from trusted western brands.
How do I care for my leather goods?
Keep leather clean and dry, condition periodically, and store out of direct heat/sun. If you tell us what item you bought (boots, belt, tack), we’ll recommend a care routine.
Payments
What payment methods do you accept?
Major credit/debit cards and any express checkout options shown at checkout.
Do you offer installment payments (Shop Pay, Afterpay, etc.)?
If available, you’ll see it during checkout.
Contact
How can I reach you?
Email is the fastest: customerservice@brokenhorn.com
Please include your order number if you have one.
