Shipping & Returns
All orders are processed within 7 to 15 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Your order will be delivered to you as soon as possible! Extra safety precautions are taken with packaging and delivery but we will still aim to have your order delivered to you within 7 working days.
In case you have not received your order, we request you to raise the concern within 2 days of receiving the delivery confirmation notification from The Purple Pony.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.
Charges are based on the final weight and volume of the package to be delivered.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
Track order can be accessed from the account menu dropdown, when clicked on account icon in the main menu or from the My Orders section in the account page if you’re a logged in user.
If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
The Purple Pony shall make all endeavors to deliver defect free products to the purchasers. Any item purchased on our website does not qualify for any return unless the product delivered is damaged or has manufacturing defects. We have a 15-day return policy for damaged and/or defective products but the defective and/or damaged goods so received shall be communicated to The Purple Pony within 48 hours of its receipt. Any communication received after 48 hours of delivery shall not qualify for return unless expressly covered by the product warranty even in case the said product has been wrongly delivered.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges are accepted only for damaged and/or defective products. In case The Purple Pony is unable to provide an exchange due to unavailability of the product then the customer is provided an equivalent amount of store credit or a refund is issued whichever is agreed upon between The Purple Pony and the consumer.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have any further questions, please don't hesitate to contact us at firstname.lastname@example.org.