Shipping Policy – Horse Care HQ

At Horse Care HQ, we want to make sure you receive your equestrian products in good condition and with clear expectations. This Shipping Policy explains how we handle the dispatch, delivery, and related aspects of your order. Because we believe in transparency, we have set out the key points below. Please note that this policy does not include specific timeframes, costs, or contact details – those are provided at checkout and through your account on horsecarehq.com.

Order Processing

Once you place an order on horsecarehq.com, we begin preparing it for dispatch. Our team works to process orders as efficiently as possible. During busy periods – such as seasonal peaks or new product launches – processing may take a little longer, but we always aim to keep you informed via email updates. You will receive an order confirmation immediately after checkout, followed by a dispatch confirmation once your parcel leaves our warehouse.

Dispatch and Carriers

We partner with reliable parcel and courier services to deliver your Horse Care HQ products across the United Kingdom and to many other countries. Dispatch generally occurs on working days. We do not dispatch on weekends or public holidays. Once your order has been handed to the carrier, you will receive a tracking link (where available) so you can follow its journey.

All deliveries require a signature upon receipt. This is for your protection and to ensure that your items are not left unattended. If you are not available when the courier attempts delivery, they will leave a notice with instructions on how to rearrange delivery or collect your parcel from a local depot or postal office.

UK Delivery Regions

We deliver to all areas within mainland England, Scotland, Wales, and Northern Ireland. For certain remote areas – including the Highlands, Channel Isles, and Isle of Man – delivery may involve a slightly different process, but we still offer a full service. If you live in a very remote location, please check the information provided at checkout for any specific notes.

International Delivery

Horse Care HQ is pleased to ship to many countries outside the United Kingdom. Our international delivery zones include most European countries such as France, Germany, Italy, Spain, the Netherlands, Belgium, Denmark, Sweden, Poland, Portugal, Austria, Finland, Ireland, and others. We also deliver to Switzerland, Norway, Greece, Malta, Cyprus, and several Eastern European nations including Bulgaria, the Czech Republic, Estonia, and Hungary.

If your country is not listed during checkout, please contact us through the website form on horsecarehq.com. We will do our best to find a shipping solution for you. Please be aware that international deliveries may be subject to customs duties, taxes, or import fees levied by your local authorities. These charges are the responsibility of the customer, as we have no control over them.

Delivery Attempts and Signature

Because all Horse Care HQ shipments require a signature, please ensure there is someone available at the delivery address during normal daytime hours. If you know you will be away, you may be able to redirect the parcel to a neighbour or a local collection point – this depends on the carrier’s policy. We recommend using a work address or a trusted alternative where someone can sign on your behalf.

Lost or Delayed Shipments

While we work hard to ensure reliable delivery, occasionally parcels are delayed or go missing due to circumstances beyond our control (such as extreme weather, carrier errors, or customs holds). If you have not received your order within a reasonable period after receiving the dispatch confirmation, please contact us through your account on horsecarehq.com. We will investigate with the carrier and keep you updated. Please note that we cannot be held responsible for delays caused by the carrier or by customs.

Incorrect or Incomplete Address

You are responsible for providing the correct shipping address at checkout. If you realise you have made a mistake, please contact us immediately through the website. Once an order has been dispatched, we may not be able to change the address. If a parcel is returned to us due to an incorrect address provided by you, we will contact you to arrange redispatch, and any additional costs will be your responsibility.

Click & Collect

For customers who prefer to pick up their order in person, we offer a Click & Collect option. When you select this at checkout, you will receive a notification when your order is ready. Please bring your order confirmation and a form of identification when collecting. This service is provided free of charge.

Questions About Shipping

If you have any questions that are not answered in this Shipping Policy, please log into your account on horsecarehq.com and use the order inquiry form. Our customer team will be happy to assist you. We do not list phone numbers or email addresses here to keep our policy pages clean and focused, but you will always find a way to reach us through the website.

Policy Updates

We may update this Shipping Policy from time to time to reflect changes in our processes or for legal reasons. The latest version will always be published on horsecarehq.com. We encourage you to review it periodically.

Thank you for choosing Horse Care HQ. We are committed to getting your equestrian gear to you as smoothly as possible – because we know that the right equipment, delivered properly, makes all the difference for you and your horse.

Horse Care HQ – Built for horses, trusted by riders.