Returns & Refunds
Last updated: July 27, 2026
We want the products to work for your horse. If something arrives damaged, arrives wrong, or isn't what you expected, tell us — we'd much rather sort it out with you than have you stuck with a tub you can't use.
The short version
- Unopened items: returnable within 30 days of delivery for a full refund of the item price.
- Opened items: get in touch. We handle these case by case and we're reasonable about it.
- Damaged, wrong, or missing: our mistake, our cost — tell us within 7 days of delivery and we'll replace or refund it.
Unopened items
You have 30 days from the delivery date to request a return of any item that's unopened, unused, and in its original packaging with any seal intact. Once we've received and checked it, we refund the price you paid for that item.
Original shipping charges aren't refunded on a change-of-mind return, and you cover the cost of sending the item back. If the return is because of something we got wrong, both are on us.
Opened items
These are consumable products for animals, so once a seal is broken we can't resell an item and, for safety reasons, we won't. That doesn't mean you're on your own: if a product isn't working out, contact us and tell us what happened. Depending on the circumstances we may offer a replacement, a different size or product, or a partial or full refund. We'd rather you came back than stayed quiet.
Damaged, wrong, or missing items
Check your order when it arrives. If anything is damaged in transit, isn't what you ordered, or is missing, contact us within 7 days of delivery with your order number and a photo of the item and packaging. We'll replace it or refund it, whichever you prefer, and we'll cover any return shipping. Please keep the packaging until it's resolved — carriers sometimes ask to see it.
What we can't take back
- Items returned more than 30 days after delivery.
- Items that have been used up, decanted, or repackaged.
- Items damaged after delivery by storage, heat, or handling.
- Items bought from another retailer — those go back to where you bought them.
A product that turns out not to be permitted under your competition's rules isn't a defect — please check your governing body's current rules before you buy. See the product-use section of our Terms.
How to start a return
- Contact us with your order number and what you'd like to return.
- We'll reply with a return address and instructions. Don't ship anything back before you hear from us — unannounced returns are hard to match to an order.
- Pack the item securely and send it, keeping your tracking number.
You can see your order numbers under your orders if you checked out with an account, or on your confirmation email.
Refunds
Once your return arrives and we've checked it, we issue the refund within 10 days to your original payment method. Card refunds take another few business days to appear, depending on your bank — that part is out of our hands. We'll email you when the refund goes out.
Exchanges
The quickest route is a refund on the item you don't want and a fresh order for the one you do, so you're not waiting on the return to clear before the new item ships. If you'd rather we handled it as a straight swap, just ask.
Cancelling an order
Orders can be cancelled any time before they ship — contact us and we'll stop it and refund you in full. Once it's with the carrier, treat it as a return.
Before you dispute a charge
If something's wrong with an order, please contact us first. We can almost always fix it faster than a bank dispute can, and we'd rather hear from you directly.
Contact us
To start a return, or if you're not sure whether something qualifies:
LQ Logic LLC (d/b/a LQ Ranch)Contact form