ONLINE ORDERS
All online orders are typically processed within 1 to 3 business days, Monday through Friday. Orders are not processed on weekends or holidays.

Once your order has shipped, you will receive a confirmation email with tracking information. Please note that tracking details may take up to 72 hours to become active. If you have any concerns about your delivery, please don’t hesitate to reach out and we’ll do our best to help.

If a package is not picked up from a SmartSpot Pick-Up location or the post office after an attempted delivery and is returned to The Rocking Horse, the order will be refunded minus the return shipping costs.

ORDER PICK-UP POLICY
We kindly ask that all customers pick up their orders within 60 days of being notified that their order is ready.

If an order is not picked up within this timeframe and no pick-up date has been arranged or communication received, the order will be refunded minus a 15% restocking fee.

If you need additional time or would like to arrange an alternate pick-up, please reach out — we’re always happy to help.

CANADA-WIDE SHIPPING
It is typically $14.99 shipping to Ontario & Quebec and $24.99 shipping to the rest of Canada!  Some larger/over-sized 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.

INTERNATIONAL 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 or incomplete shipping address provided by the customer, the customer will be responsible for both the return shipping cost and the cost to resend the order.

RETURN & EXCHANGE POLICY
We will gladly accept returns on merchandise accompanied by the original receipt, provided the item is unused, in original packaging, and in resalable condition.

• In-store purchases: Returns or exchanges are accepted within 14 days of the purchase date

• Online orders: Returns or exchanges are accepted within 21 days of delivery

A full refund will be issued to the original form of payment when items are returned within these timeframes. Items returned outside of these windows may be eligible for store credit at our discretion.

Please note:

• No returns, exchanges, or refunds on gift cards, blind bags, discontinued merchandise, or items marked as final sale.

• Sale items are final sale and cannot be returned or exchanged.

• Refunds for items accompanied by a gift receipt will be issued as store credit to the customer’s account.

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
Kingston, Ontario
K7L 1A9

Your refund will be credited to the original method of payment via www.therockinghorse.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 hello@therockinghorse.ca.

IN STORE RETURNS FOR ONLINE PURCHASES
If you live locally, online purchases may be returned in store at our downtown Kingston location. Refunds will be issued to the original method of payment, with shipping fees deducted where applicable.

IN STORE PURCHASES
For items purchased in store, full refunds are available within 14 days of the original purchase date. After 14 days, items may be eligible for store credit or exchange.

EVENT CANCELLATION POLICY
At The Rocking Horse, we put a lot of care into planning our events to ensure a fun and engaging experience for everyone.

Due to the nature of our events, all event registrations are non-refundable. If you are unable to attend, you may be eligible for store credit provided we are able to fill your spot. To be considered, we kindly ask that you notify us at least 48 hours before the event.

If we are unable to fill your spot, no refund or credit will be issued.

Thank you for your understanding and for supporting our small business. We look forward to welcoming you at one of our events.