FAQ
1. How long will my order take? Most of our products are handmade to order, this means it will take some time before they arrive to you. Please allow 2-3 weeks for an order to be made and then shipped. NOTE: Larger orders might take longer. (Donuts usually take the least amount of time, boot stuffers take the most.) During Christmas, orders can take longer than the 2-3 week turnaround due to increased quantity across retailers. If you have questions concerning the length it may take to complete your order please reach out to our email - shoptheposhpony@gmail.com
2. Can a boot stuffer fabric be made into a belt? The fabric we choose for boot stuffers is usually a much bigger pattern and does not fit on the smaller width of our belts (1" W - 2" W). However, some of the designers we work with do have different-sized patterns available, which means some belts can match boot stuffers. Email us for more information about this at - shoptheposhpony@gmail.com
3. Do you have larger belt lengths? Yes, and No, depending on the pattern choice we can make longer belts (over 36" length). We purchase patterns made by other small designers, some of which only offer one direction for the fabric to run. We encourage you to send us a message if you are interested in larger sizes and can better assist you with specific patterns at - shoptheposhpony@gmail.com
4. How long do treats last? Our treats are made to order with freshness in mind. That being said we have successfully had our donuts and cupcakes last 10 months, still smelling and “tasting” fresh. We strongly recommend keeping treats in the packaging or a sealed container and away from any moisture. Room Temperature is ideal.
5. Are your treats show safe? Yes! Our ingredients are currently compliant with the show rules and regulations. NO CINNAMON or FLAX is in our donuts or cupcakes. We are always double-checking with the current showing regulations to ensure none of our ingredients are on the banned list.
6. Can I create a custom product/pattern? Yes, several of our products can be customized, including Boot Stuffers, Belts, and Stirrup Covers. Additional fees will apply. Options include - a custom cotton pattern (belts & boot stuffers) or your logo on stirrup covers or boot stuffers. (Your logo can be made with iron-on vinyl or embroidered - fees vary.) Check out our custom product offers here.
7. Can I return products that do not sell? Yes, we will take products back that do not sell. Please refer to the Terms & Conditions page for more information on returning products. (Here)
8. A customer returned a "faulty" item, what should I do? Any defective or faulty returned items must have proof of the issue. If a customer is returning an item and provides proof please forward the query and images to us at shoptheposhpony@gmail.com. We will be more than happy to correct any mistakes or issues and offer the customer a new product or the retailer a refund. Donuts and Cupcakes can not be returned to us due to health and safety reasons, if a customer is returning a donut or cupcake to you because of issues we are not responsible for the return costs.
9. My products arrived broken, missing, or incomplete. If you receive an order with any broken or missing products please reach out to us within the first week of receiving the order, document all issues including broken products, box damage, and any other information you might need to open a case with shipping services. Insurance of the entire order is provided on every single retailer order, however, they do not make the process easy, so having any and all information is extremely important to get your money back. If you reach out to us after the 30-day window most shipping services provide then there is little to nothing we can do about correcting any issues. We are not liable for any damage done to the box after it has left our hands, which is why we work hard to ensure all orders are sent out and packaged the best they can.
If you have any other concerns, questions, or inquiries regarding or relating to our FAQ's please feel free to email us at shoptheposhpony@gmail.com to discuss further. We will try to get back to you as soon as we can.