FAQ and Contact
Returns and Exchanges
What is your return policy?
Not totally obsessed? No worries! Returns are allowed within 14 days of products being received. Confirmation date of delivery is verified through package tracking.
Do I have to pay to return an item?
Yes, the customer is responsible for return shipping costs unless the item delivered was incorrect or damaged. If you receive an item that is incorrect or damaged please reach out to email@example.com to receive a pre-paid shipping label. Please note that shipping costs on correct orders will not be refunded.
Do you offer exchanges?
Looking for something different? No worries. Customers can exchange any product (excluding final sale items) for any item of equal value. Items must be in original condition with tags attached.
How do I return an item?
Please email firstname.lastname@example.org for return authorization. Returns must be in unused condition. Ponyflo® will refund the price of the product. Returned products must be received by Ponyflo® before any new product is shipped out or any credit/refund is given.
How long does it take to process a return?
Once we receive your return, please allow 7 business days for your refund to be issued. Once a refund is issued you will receive a confirmation email with how much your original form of payment has been refunded. Please allow up to 10 business days for your refund to appear in your bank account, as each bank has different processing times.
How long does customer service take to get back to me?
Customer Service will respond within 24 hours during business hours.
Odds & Ends
Will ponyflo fit my head?
Ponyflo caps are one size fits most. Each Ponyflo measures 57cm, which is approximately 22.4 inches. For more information, visit our sizing page here: Ponyflo Size Guide
What is a "distressed" ponyflo?
Each distressed Ponyflo hat is unique, just like you! These hats go through a special process to give them a "worn in" look. Each distressed Ponyflo has small rips and fading in the fabric that were put there carefully and purposely. The distressed hats are of the same quality as every other Ponyflo hat and have the same durability.
Will you reorder sold out items?
Yes! We do reorder popular styles. Please check back to see if your favorite style has been restocked.
Do you ship outside of U.S.?
We want everyone to be able to purchase a Ponyflo, so we accept orders with billing addresses in the United States, Canada, and parts of Europe. No need to worry if you don't see your country listed. We're still expanding and adding more countries too!
Successfully placed orders will receive an e-mail confirmation with your order details. If for some reason you do not receive an e-mail, please check your spam filter or contact us for confirmation that your order has been received.
How much does International shipping cost?
All Ponyflo orders are shipped out of our warehouse in NJ. International orders that contain 10 hats or less cost $23 to ship, and international orders with more than 10 hats cost $36 to ship. We only charge what USPS charges us to ship to you.
How can I track my order?
Once we ship your order, you will receive an email with tracking information to make sure that the item arrives at your shipping address. We will help with the entire process from our door to yours. After it’s traced to your address, locating the parcel is your responsibility, and you should contact USPS directly for further assistance.
How long does standard delivery take?
Standard orders are delivered within 3 to 5 business days following order confirmation. Please allow up to 2 additional days for rural zip codes.
Shipping is available within the US, and standard orders can be delivered to P.O. boxes.
International shipping is available to Canada and parts of Europe, but delivery times vary.
We also ship standard orders to US Territories, Alaska, Hawaii and APO/FPO/DPO addresses, which requires additional time for delivery and may be subject to delivery restrictions based on the item type, weight, and size.
During high season and sale, delivery might take a little longer.
About Your Order
How can I pay for my order?
You can pay by American Express, Discover, Visa, and Master Card.
Can I update my shipping address?
If you made an error in your shipping address, please contact us immediately at email@example.com. If your order has not been fulfilled, we will happily change your shipping information for you. However, if your order has already begun the fulfillment process, we are unable to make any changes and can only attempt to resend your order to the correct shipping address if the package is returned to us.
How can I find out about partnerships?
Think you have what it takes to be a Ponyflo partner? Cool! Send an email with your info to firstname.lastname@example.org, and we will be in touch if we think you could be a good fit!
How can I become a brand ambassador?
Welcome to the Ponyflo family! Here’s how it works:
Step 1: Apply. Fill out the super-simple Brand Ambassador questionnaire so we can get to know you a little better.
Step 2: Share. Once approved, share your unique Ponyflo discount code with friends & fam to earn commission and tag us in your photos to be featured on our Instagram page!
Have a question or concern not in our FAQ? Feel free to reach out to us! Fill out the form below and the Ponyflo team will get back to you as soon as possible or you can simply send email to us to email@example.com