How to make a return or exchange
We recognize that on occasion, an item that you have purchased may need to be returned. Regardless of the reason, we are here to help!
Returns may be made in person at our retail store or by sending the item back to us. If you will be sending your item back to us please request a Return Merchandise Authorization (RMA) number in order to expedite the returns via email firstname.lastname@example.org, click to chat or call 1-800-321-2142. Repackage your item carefully, fill any voids with paper or another suitable stuffing material to protect the item from damage. If you are returning boots or helmets we ask that you please wrap the box in craft paper or place the item into a larger box so as not to damage the manufacturers packaging. Write your RMA # on the outside of the package and include your name, address and phone number on the inside of the package and mail to:
Big Dee's Tack & Vet Supplies
Attn: Returns (RMA #)
9440 State Route 14
Streetsboro, Ohio 44241
We suggest that you use a return shipping method that includes tracking such as UPS, Fed Ex, or USPS Priority. Big Dee's Tack will not be responsible for lost, damaged, or otherwise undelivered return packages.
We do not offer refunds on originating or return shipping charges unless there was an error on our part in fulfilling your order.
Returns of products that can no longer be resold as new due to being used, damaged, or dirty will incur a 20% restocking fee.
Once we receive and process your return, we will issue a credit for the merchandise amount back to the same payment method that you had originally used.
Please be aware that your issuing bank may take 7-14 business days to release the funds into back into your account.
What items cannot be returned?
The following items are ineligible for return unless the item is defective or not made as ordered: Customized Merchandise, Special Order Merchandise, Videos, Computer Games, Books, Bits (excluding trial/rental program items), Vaccines, Dewormers, Supplements and Closeout Merchandise. Any topical products that have been opened are also ineligible for return.
What if an item I ordered is defective?
If you feel that an item you have received may be defective, please call customer service at 1-800-321-2142, click to chat or e-mail email@example.com to discuss the nature of the defect. If you are able to e-mail photo's to help show the scope of the defect, we can better assist you in finding a resolution.
What if I need to return an item past 180 days?
Full credit can only be issued on products that are returned within 180 days of purchase. If you have an item that you wish to return beyond 180 days we will provide a store credit in the form of a gift certificate as long as we still stock the item and it is in new/unused condition with all original tags. Returns of products that can no longer be resold as new due to being used, damaged, or dirty will incur a 10% restocking fee.
No receipt? No problem! In most cases we are able to find the original purchase information based on the billing customer.
In the event that we are unable to verify the original purchase price and payment method we will provide a store credit in the form of a gift certificate as long as we still stock the item and it is in new/unused condition with all original tags. Returns of products that can no longer be resold as new due to being used, damaged, or dirty will incur a 10% restocking fee.
What if you sent me the wrong item?
On occasion we may make a mistake in fulfilling your order. If you have ordered an item and received something other than what was billed on your invoice please contact customer service at 1-800-321-2142, click to chat or e-mail firstname.lastname@example.org and we will work to resolve the discrepancy as quickly as possible.
Saddles may be returned or exchanged within 15 days of order, but only if they are in new, unused condition. You are responsible for all return or exchange shipping charges. The saddle must be in new condition, there cannot be any wear marks. If the saddle shows signs of usage, wear on flaps or scratches, you will automatically be charged a minimum of 10% and up to 50% of the saddle value. If you exchange a saddle for a different size or any other saddle you will be charged shipping costs.
Bit Test Ride Program - Returns
Purchase any bit with the Test Ride Program logo on it and try it for up to (14) days with the ability to return it with minimal cost to you. If the bit works for you, simply keep it and you will not be charged the Test Ride Fee. If you wish to return the bit, contact Big Dee's within (7-14) business days to get an RMA (return authorization) number. Then simply return the bit. When Big Dee's receives the bit back, we will refund you the purchase price of the bit, less a $14.95 test ride fee.
Returned Bits are cleaned, thoroughly disinfected and returned to the Bit Test Ride Program. If a bit is returned with excessive wear and tear, a restocking fee up to 50% of the purchase price will be charged at the discretion of Big Dee's. Please use the bit gently and clean it before returning if it is not the right bit for you. This will ensure you are eligible for the full refund of the purchase price, minus the cost of the Test Ride fee.
- Any bit kept longer than (14) days is considered a final sale and is no longer eligible for return.
- Any bit returned without packaging and tags may be subject to a 20% restocking fee.
- Because of the difficulty of sanitation and risk of damage, rubber, plastic and leather mouthpiece bits are not eligible for Big Dee's Bit Test Ride Program. Only selected bits with the Test Ride Logo are eligible.
Please note - If you are certain of the bit that you would like to purchase, and would like to order a bit that has never been out on the test ride program... please call us at 800-321-2142 and we will be happy to special order the bit for you (special order bits are non-returnable).