Q: How long will it take to receive my order?
A: Orders for in-stock merchandise placed on weekdays before 1pm MST are usually processed within one business day from receipt of order. Non-guaranteed basic shipping ($4.95) takes 3-10 days for US Customers only. We offer UPS Expedited shipping for quicker guaranteed ship times. Pony-O cannot guarantee any specific processing times, as times may vary in the event of a natural disaster, inclement weather or peak periods.
Orders shipped to Alaska, Hawaii, and US Territories may require longer shipping times.
Please allow two weeks or more for international shipments.
Please note: We are the patent holder and sole distributor of Pony-O, Bun Barz, and Bling Ringz. On occasion, certain colors may be backordered due to popular demand. We work diligently with our manufacturers to get product made and shipped, but the process is longer since our product is so unique. We appreciate your patience!
Q: What happens if my order is undelivered or refused?
A: To avoid an undelivered or returned package, please ensure that the address you've provided is correct. Pony-O is not responsible for lost or stolen packages.
If your tracking number shows delivery, here are some tips:
- Contact your local post office to ask for carrier assistance where the package may have been left.
- As family, neighbors or property managers if the package was left with them.
- Check porches, gates and doorways.
Q: What is your return policy?
A: Pony-O gladly offers a 30-day, no hassle money back guarantee for US Customers. We do not, however, provide a return shipping label.
International sales are final.
If you wish to return a product, please return within 30 days from the ship date for a refund on the purchase price, minus shipping and handling. Refunds will be credited to the original credit card, or to PayPal. Items should be returned in original packaging including pamphlets and the Pony-O cotton bag. Items that are returned defaced or damaged are not eligible for a refund.
- Print your “Order Confirmation” email and place it inside the package to be returned. Pack and seal your return merchandise securely. We recommend shipping your return with a service that provides tracking as we are not responsible for any packages lost in transit.
- Your return will be processed promptly upon arrival, and we will send you a confirmation by email. Refunds from your bank or PayPal may take up to 7 days to process once it has been initiated on our end.
Q: What are your office hours?
We are in the office Monday through Friday from 9-5 MST.
Q: How do I cancel an order?
A: To cancel, please contact us at 303-838-6976, within 30 minutes of placing your order (M-F, 9-5 MST). We will be happy to assist you! Once you receive an order confirmation email, it means your order is already being processed and cannot be changed or cancelled by you or our Customer Care team.
Q: Is it safe to use my credit card on your site?
A: Yes! Safe shopping is a must at Pony-O! When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business.
Q: Do I pay incoming duties & taxes on Pony-O Products?
A: All incoming taxes and import duties are the responsibility of the customer. Pony-O Hair Accessories IS NOT liable for the customs charges and taxes levied by your country.
Please note: UK and other international buyers are responsible for any customs duties, GST, or VAT fees which may arise. Customs duties and VAT fees are a tax imposed by the destination country upon the buyer and are separate from shipping costs. They cannot be predicted, altered or payed by the seller. We are unable to mark packages as "gift" as this is a federal crime in the United States. Please review your country's tax policies before ordering.
For more information about the duties and taxes in your country, please contact your local customs office.
**We are not responsible for any Return to Sender charges, duties or taxes for domestic sales**
Q: Why isn't my promotion code working?
A: If you're experiencing difficulties with your promo code, be sure to read the code's requirements carefully for valid offer period and restrictions. Please note that promo codes cannot be combined with other promotions. Only one promo code may be used per order, per person.
Q: Can I buy Pony-O Hair Accessories in stores or on Amazon?
A: You can shop online here! Our awesome and unique accessories are only available on our website. Any other store or website selling Pony-O is most likely a scam. Please be aware!
Q: How can I receive samples?
A: Unfortunately, we do not provide samples.
Q: I received the wrong product, can I return it?
A: If your online order is not as expected contact us at 303-838-6976, as soon as possible, for assistance. Please note that color choices may vary, depending on your screen resolution and device.
Q: May I dropship or resell Pony O products?
A: Products sold by Riot Accessories Ltd. (Pony-O) MAY NOT be resold online without written permission by Riot Accessories Ltd. At this point, we do not have Bulk or Wholesale options.