FAQ
CARE INSTRUCTIONS, SHIPPING, RETURNS AND REFUNDS
Care instructions for Horseshoe and Horsehair Items:
Metal may tarnish.
This is a natural occurrence due to exposure to sulfur or hydrogen sulfide in the air. It is NOT recommended to regularly soak your horseshoe as this can weaken the sealant, mildew the hair or even tarnish the hardware. If it is necessary to clean the shoe, please use a soft cloth and plain water - do not immerse the shoe in water. Simply rub it clean then dry it completely before re-hanging.
Where do I send my hair?
Send your hair to me:
Heaven Horses
820 N. Windsor Road
Williston, SC 29853
The best way to send the hair is in a baggie labelled with your name exactly as it is on your Order Form. Just slip that into a bubble mailer, add tracking and insurance (if you wish) and put in the post to me either by USPS, FedEx or UPS.
If you wash the hair prior to shipping it to me, please poke some holes in the baggie to allow the hair to get some air just in case it is not fully dry when you ship it.
You do not need to wash the hair prior to sending it to me, but if you do, it will take 2-3 days off the production time once we receive it.
How much hair do I send?
You only need to send a small amount of hair - about the diameter of a dime at the cut end. We will return the hair we don't use along with your finished shoe. Please send a length of hair commensurate with the style you ordered. If you ordered a style with a long length of hair, please send at least 8" of hair. If you ordered a style with shorter hair, please send at last 4" of hair.
What if I have additional questions?
Please feel free to contact us anytime through email at info@heavenhorses.com or by telephone at 1-803-530-7438,
How long will it take for me to get my item?
Production time for custom shoes is now running 2-3 weeks once we receive your hair and shoe (if requested). Most of the time shoes are completed and mailed out before that time. Once we receive your order, the shoe is painted and left to dry for a couple of days so that the paint sets. Various embellishments require gluing and it's imperative to give the glue time to dry and cure before the next step.
Please rest assured that we will process your shoe as quickly as we can. It is always our goal to beat that production time if we can. But please understand that this is a custom, handmade process that will fail if rushed.
Charms
All charms are stainless steel. While they will not rust, they will discolor if left outside or in the elements. This is natural over time and not a defect of the charm.
For Custom Earrings, Charms, etc.
Please send at least 6" in length of hair. Also, we will always leave the hair a little long on the item when we ship it to you. It is very easy for you to cut it shorter if you choose. This is particularly true when purchasing earrings. Some folks like the hair longer or shorter depending on your hair style. To shorten the hair, simply bunch it as tightly as possible between your finger and cut it to your desired length with SHARP scissors. Make sure it's even so it will hang nicely.
Of course, if you choose to cut the hair after you receive it, we will not be held responsible.
SHIPPING, LOST PACKAGES, RETURNS AND REFUNDS
Heaven Horses is solely a made to order business. After your item is created and ready to ship, you will receive a tracking number. You should receive your item within 4-14 days depending on shipping times with the carrier. We use a variety of carriers so shipping times will vary. Horseshoes and horsehair items are shipping USPS Priority Mail.
ALL of our products are made to order. This means unfortunately we cannot accept returns, refunds or exchanges unless there is a production error or damage during shipping.
We work with a select list of trusted off-site production facilities to offer high quality and professional grade products (other than horseshoe and horse hair items). This allows us to focus on designing one of a kind products.
This also means that we do not have the opportunity to inspect some of our orders before shipping.
In the event something arrives damaged or different from the listing photos, we will refund or replace the product as soon as possible if there is an error on our side or if there is a defect in the product. If so, please send us proof of the error/defect - a photo will work – WITHIN 5 DAYS OF RECEIPT. You will be eligible for a refund or replacement.
We cannot be held responsible for any lost, damaged or delayed packages once they leave our shop. If an item shows delivered on the carrier website, we are not responsible to ship another item. PLEASE check with your local post office or the carrier for further information.
Please know that we are committed to excellent customer service.
If there is an issue with your order, we will happily propose a solution.
Please contact us directly before leaving negative feedback so that we may have the opportunity to make you a happy customer.