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Frequently Asked Questions

Frequently Asked Questions

Do you know anything about horses?

Yep we sure do! One Stop Horse Shop is run primarily by husband and wife team - Toby and Sarah. Toby has over 30 years experience with horses, having had ponies from a young age, competed professionally in both show jumping and showing for many years, and trained/ridden horses professionally. Sarah has also been riding since she was child, mainly pleasure riding, with stints in pony club, adult riding club and natural horsemanship. Sarah dabbles in dressage and jumping at low levels for the moment (with future aspirations for competing in HRCAV when there is time!), but otherwise just has fun educating her horses!

Both Toby and Sarah have extensive horse management, riding and product knowledge and are happy to share their knowledge with anyone who asks, to assist you in finding the right products for your needs! We provide impartial genuine advice, offered with integrity and honesty, regardless of whether or not it ends in a sale. We don't try to push particular products or give you a generic sales pitch - we have your best interests and that of your horses at heart and we love to help! If we don't have an answer to your particular horsey dilemma, we will either try and find out, or we will point in you in the direction of someone else who might know.

We do not provide veterinary advice however! We can offer basic health related advice in relation to suitable products, but we always strongly recommend contacting your vet with any major health concerns.

Do you have a physical retail store?

YES! Our brand new retail store is located at 27 Brooke Street, Smythesdale, Victoria. Smythesdale is located 10 minutes from Ballarat, and we are right on the main street, just a short walk from the post office.

Do you offer local delivery or pickup?

Now that our Smythesdale store is up and running, local customers are more than welcome to place orders online, for pickup in store.

Where do you ship to?

We can ship orders, via Australia Post to almost any location across Australia and the world! If our website gives you an error message and says it won't ship to your location, just shoot us an email to double check, as sometimes it's a technical error.

Do you have everything on your website in stock?

The simple answer is no - but we can order them in. We have such a vast array of products, we can't possibly always have each and every product, in every colour and size in stock at all times. We do however indicate on each product the expected time frame in which we can ship out each product. This is indicated via the 'Availability' field. Anything marked with 'Next business day' is in stock, anything that has '2 - 5 days' or '3 - 10 days' or 'special order' is generally ordered in. We always do our best to get items in as quickly as possible, and often are quicker than the timeframe may suggest.

We try to be as accurate as possible with our timeframes, however occasionally, as we are reliant on suppliers and their seasonal workload, items may take slightly longer to obtain. On occasion a product marked as 'next business day' may have gone out of stock before we can update the product. But we always try to communicate with our customers if this is the case.

How long does shipping take?

This is purely dependent on the type of shipping you choose, your location, and Australia Post! If you choose Express Post you can expect shipping to take 1 - 2 business days, depending on your location. Standard postage generally takes anywhere between 2 - 6 days. If you are particularly remote or rural, it may take longer. If you are concerned about your order, please contact us.

International orders can take anywhere between a week and 6 weeks, depending on the shipping option chosen, and customs in your country. We find that often customs will hold up parcels due to long processing times, so it can be tricky to estimate how long it will take to get to you.

How do I get a postage or shipping quote?

Our website is integrated with Australia Post, so we offer real-time live postage quotes. Postage is based primarily on the total weight of the products you require. To get a quote, follow these simple steps:

  1. Add the items you wish to purchase to your shopping cart
  2. Click on 'View cart'
  3. Scroll to the bottom of your cart, and click the 'estimate shipping and tax' link.
  4. Enter in your postcode and state, then click on the 'estimate shipping and tax' button.
  5. Your postage options will display.

Note: You don't need to enter in any personal details to get a postage quote if you follow these steps.

Are your shipping quotes accurate?

Yes - in most cases they are, as we integrate directly with Australia Posts postage calculators. However if it does charge you too much shipping when we go to post your order, we will contact you and provide you with a refund. If postage is more expensive than quoted/charged, we cop the extra!

Do you provide refunds or exchanges if I choose the wrong size, or a product is not suitable?

Yes we do! Just contact us to arrange it. There are conditions though! Firstly, products being returned MUST have all original packaging, labels and tags still attached, with the product undamaged, unmarked and in 'as new' condition (no horse hair please!). Secondly, you must contact us first. Thirdly, you are responsible for return postage costs, and postage costs can not be refunded (unless there is an issue caused by us).

What happens if my product is faulty?

Contact us to arrange to return the product. We will advise the best process to follow and where to send it, depending on the supplier and the issue. Faulty products are rare, as generally we pick up on them before sending them out, however if you believe you have a faulty product, just let us know. Faulty products are the responsibility of our suppliers, so products will be sent back to them with all associated feedback. We will provide a refund if requested, or arrange a replacement through our suppliers.

We always abide by all Consumer Protection regulations, and will always endeavor to keep our customers as happy as humanly possible!

I have another question! What is the best way to contact you?

The quickest and easiest way of contacting us is via email at info@onestophorse.com.au. Or you can call the store during opening hours on (03) 4301 7383.

Live chat: We are also currently trialing a 'Live Chat' service on our website. Feel free to test it out. Sarah will do her best to answer in a timely manner, depending on how busy the store is at the time(!).

 

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