Shipping & Returns
All online orders will be processed within 1-5 business days (Monday to Friday). Once an order has shipped, we’ll send you an e-mail with the tracking number. Just click on the link to track the progress of your shipment. It may take 72 hours for your tracking number to be activated.
Once the order has been shipped, the package becomes the responsibility of the shipping company & the customer.
If a package is not picked up at a SmartSpot Pick-Up or the Post Office after an attempted delivery and returned back to The Rocking Horse, we will refund the customer in full (minus the return shipment costs).
It is typically $16.99 shipping to Ontario & Quebec and $26.99 shipping to the rest of Canada! Due to the recent increases from Canada Post, we have also had to increase our shipping charges slightly. Some items, due to their size and/or weight, will be an additional cost at check-out.
Please note that if you are ordering multiple quantities of a product, there may be additional charges for shipping.
Although international shipping is not available at check-out, we do offer international shipping. Please send us an email with the shipping address, and we will be able to send you a shipping quote.
INCORRECT SHIPPING INFORMATION
If a package is returned to The Rocking Horse due to an incorrect shipping address provided by a customer, the customer will be responsible for the return shipping cost as well as the delivery cost.
Wasn’t quite what you were looking for? No problem! If you’re not completely satisfied with your online purchase, you can return items in their original packaging within 21 days for a full refund. After 21 days, we are happy to issue an exchange or store credit. If you are looking to replace the item, please give us a call at 613-548-4222 or e-mail us at email@example.com and we’d be happy to help!
ONLINE RETURN & REFUND PROCESS
When returning your items, please ensure that all items are in their original packaging, and are back in the box in which they were delivered. Please send the package to the following address:
The Rocking Horse
193 Princess Street
Your refund will be credited to the original method of payment via therockinghorsekingston.ca with shipping and return fees deducted.
If you haven’t received a refund yet, contact your credit card company, as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
IN STORE RETURNS FOR ONLINE PURCHASES
If you live in the area, you are welcome to return your online purchases to our store in downtown Kingston! Your refund will be credited to the original method of payment via the rockinghorsekingston.ca with shipping fees deducted.
IN STORE PURCHASES
If you purchased an item in-store, we do full refunds up until 14 days from the original purchase date. After this date, we do store credit or exchanges.