Shipping, Delivery, Pick-Up & Returns

We want ordering from The Rocking Horse to feel easy from the moment you place your order. We’ve gathered all of our shipping, delivery and return information here so you know what to expect.

Have a question about your order? You can always reach us at customerservice@therockinghorse.ca and we’ll be happy to help.

Online Orders

We typically have online orders processed within 1 to 3 business days. We process orders Monday through Friday, excluding holidays.

If you need to change or cancel your order, please email customerservice@therockinghorse.ca as soon as you can. As long as your order hasn’t been processed for shipping, we’ll do our best to help.

Once we’ve processed your order for shipping, you’ll receive an email with your tracking information. It may take a little time for tracking to become active while your package makes its way into the carrier’s system.

In-Store Pick-Up

If you’ve selected in-store pick-up, we’ll send you an email once your order is ready. Please wait until you’ve received your ready-for-pick-up notification before coming to the shop.

We kindly ask that orders be picked up within 60 days of receiving this notification.

If we haven’t heard from you and a regular order is still here after 60 days, we’ll refund the order less a 15% restocking fee.

Need more time to make it into the shop? That’s completely fine. Just send us a quick email before the 60 days are up so we know you’re still coming.

Pre-orders and special orders have a different pick-up policy, which you’ll find below.

Local Delivery

We offer Local Delivery for $9.99 to addresses within 11 km of our shop at 193 Princess Street.

We typically have local orders delivered by the Friday following your order date. Select “Local Delivery” at checkout and we’ll take it from there. You’ll receive a notification once your order has been delivered.

Shipping Within Canada

Shipping is typically $14.99 within Ontario and Quebec, and $24.99 to the rest of Canada.

We ship with Canada Post, UPS, Purolator and Canpar. Our team chooses the carrier for each order based on which option will get your package to you the quickest.

Some large or heavy items cost more to ship. This can also apply when ordering several of the same larger item. Any additional shipping cost will be shown at checkout.

At this time, we’re unable to ship to Yukon, Northwest Territories or Nunavut.

International Shipping

We can ship internationally, although international shipping isn’t available directly through our online checkout.

If you’d like to place an international order, email customerservice@therockinghorse.ca with your shipping address and the items you’d like to purchase. We’ll put together a shipping quote for you.

Any duties or import charges are the responsibility of the customer and are not included in our shipping quote.

International orders are final sale.

Pre-Orders & Special Orders

Pre-orders and special orders are reserved or brought in specifically for you, so these purchases are final sale.

Pre-orders cannot be cancelled or refunded once the order has been placed.

Special orders cannot be cancelled once we have placed the order with our supplier.

We do our best to provide accurate arrival estimates, but sometimes an order can take longer than expected. If there is a delay, we’ll get your order to you as soon as it arrives at the shop.

Pick-Up of Pre-Orders & Special Orders

Pre-orders and special orders should be picked up within 60 days of receiving your ready-for-pick-up notification.

If your order is still here after 60 days and we haven’t heard from you, we’ll refund 50% of the purchase price. The remaining 50% will be kept as a non-refundable deposit.

If you need more time, please email us before the 60 days are up. We’re happy to hold your order longer when arrangements have been made with us.

Problems With Your Order

Sometimes things don’t go quite as planned. If there’s a problem with your order, please let us know. We’ll always do our best to help.

Damaged or Defective Items

If something arrives damaged or you discover that an item is defective, please email customerservice@therockinghorse.ca within 7 days of delivery.

Please include your order number and clear photos showing the issue. If the item was damaged during shipping, we’ll also need photos of the shipping box or mailer it arrived in.

Please hang on to the item and its original packaging while we sort things out. The carrier or manufacturer may need additional photos before a claim can be completed.

Lost or Missing Packages

If your tracking says your package has been delivered but you can’t find it, have a quick look around your property and check with anyone else who may have brought it inside. If you live in an apartment or condo, it’s also worth checking your usual parcel area.

Still can’t find it? Email customerservice@therockinghorse.ca and we’ll help look into it with the carrier.

If your package seems to have stopped moving while in transit, please let us know. We can open an investigation with the carrier when needed.

Carrier investigations can take some time to complete. Any replacement or refund for a package considered lost will depend on the outcome of that investigation.

Incorrect or Incomplete Shipping Addresses

Please double-check your shipping address before submitting your order. Apartment and unit numbers are especially easy to miss!

If a package is returned to us because the address provided was incorrect or incomplete, the carrier will charge us to send it back. This return shipping cost is the responsibility of the customer.

If you’d like us to send the package back out, you’ll also be responsible for the new shipping charge.

If you decide not to have your order resent, we’ll refund any eligible merchandise once it arrives back at the shop. The original shipping charge and the carrier’s return shipping charge will not be refunded.

Unclaimed Packages

Sometimes a carrier will leave a package at a post office or pick-up location after an attempted delivery. Please make sure to pick it up within the timeframe provided by the carrier.

If the package isn’t picked up and makes its way back to us, we’re happy to send it out again. The customer is responsible for the return shipping charge as well as the cost to ship it again.

If you no longer want the order, we can refund any eligible merchandise once it arrives back at the shop. The original shipping charge and return shipping cost are non-refundable.

Returns & Exchanges

Sometimes something just isn’t quite right. We’re happy to accept returns and exchanges on eligible regular-priced merchandise within the timeframes below.

In-Store Purchases

Purchases made in the shop can be returned or exchanged within 14 days of the original purchase date.

Online Purchases

Online purchases can be returned or exchanged within 21 days of delivery.

Eligible returns made within these timeframes will be refunded to the original method of payment.

Returned items need to be unused and unopened, with the original packaging in resalable condition. Please make sure all original tags and pieces are still included. Product packaging cannot have writing or shipping labels applied directly to it.

If an item has been opened or the packaging is no longer in a condition that allows us to sell it again, we may not be able to accept the return.

Final Sale Items

Some items cannot be returned or exchanged. This includes:

• Sale and clearance merchandise

• Seasonal merchandise

• Gift cards

• Blind bags and mystery items

• Discontinued merchandise

• Opened or used products

• Earrings

• Food and candy

• Pre-orders and special orders

• Anything marked Final Sale

Gift Receipts

Returns accompanied by a gift receipt will be issued as store credit to the recipient’s customer account.

Don’t have an account with us yet? No problem. We can create one for you when the return is processed.

Returning an Online Purchase In Store

If you’re local, you’re welcome to bring an eligible online return into our shop at 193 Princess Street in downtown Kingston.

We’ll refund the purchase to the original method of payment. Original shipping and Local Delivery charges are non-refundable.

Returning an Online Order by Mail

If you need to mail an online return back to us, the cost of return shipping is the responsibility of the customer. The original shipping or Local Delivery charge is non-refundable.

Before mailing your return, please email customerservice@therockinghorse.ca so we know to expect it.

Please package your return carefully and send it to:

The Rocking Horse
193 Princess Street
Kingston, Ontario
K7L 1A9

We recommend sending your return with tracking so you can follow it on its way back to us. We’re unable to take responsibility for a return package that is lost before it reaches the shop.

Once we receive your return and confirm that it meets our return policy, we’ll issue the refund to your original method of payment. Your bank or credit card company may take a little additional time to post the refund to your account.

Holiday Returns

We know that many of the toys bought in November and December are being tucked away for Christmas.

For the 2026 holiday season, eligible purchases made in November or December can be returned for a full refund until January 23, 2027. Our regular return conditions still apply.

Items that are final sale remain final sale during the holiday return period.

Event Cancellation Policy

We put a lot of thought and preparation into the events we host at The Rocking Horse. Since space is often limited, event registrations are non-refundable.

If your plans change, please let us know at least 48 hours before the event. If we’re able to fill your spot with another guest, we’ll issue you a store credit.

If we aren’t able to fill the spot, we’re unable to offer a refund or credit.

Thank you for supporting our little shop. We really appreciate it!