Our customer support team is always here to assist.
Common purchase queries answered
Orders and Shipping
Orders are dispatched within 24 hours of payment being received.
We try and aim for same day dispatch where possible, however orders placed after 3pm will not be collected by our delivery partner until the following business day.
- Royal Mail Signed For® 2nd Class UK delivery is 2-3 working days
- Royal Mail Signed For® 1st Class UK delivery is 1-2 working days
- DHL Standard UK delivery is 1 – 3 working days
- DHL Express delivery by 12PM the following day of dispatch
- Royal Mail International delivery is 3-7 working days
- FedEx World Express delivery is 1-3 days
As part of completing an order via the checkout process you will have the option to create a website account.
Customer addresses can be updated via My Account page then clicking on Addresses.
If you have made an order and your address is incorrect, please contact us ASAP using the email form to do so.
As an order progresses through our warehouse, at each stage you will receive an email notification. When an order has been collected by a delivery partner on this email notification you will be provided the Tracking Number and link to the delivery firms tracking page.
You can also view your order stats by going to My Account page and clicking on Orders.
By default we do not store any payment card details on our website. You do have an option to store card details with different payment provides such as PayPal, ApplePay etc.. However, these details are stored directly with the payment processor and not Horse Cleaning.
We ship wordwide, most common locations are supported directly via our checkout page. If you find your location is missing from the drop down list on the checkout page, please contact us with details of your location and our support team will provide a quote for you.
For the most part yes, we package all items into a single box, however, there may be at times that we need to separate shipments if this method is more cost effective to send two smaller boxes than a larger box to your location.
A separate package maybe sent if packing items together may result in damage to other items in the box or the item is coming direct for a partners warehouse (Horse Vacs as an example ship direct from the USA manufacturer).
You can contact us via the Contact us page and a member of the team will respond as soon as possible.
Some items are available for pre-order and this will clearly be identified on the product page.
Pre-order items require payment upfront to reserve the item(s) and approx delivery time/item availability will be highlight on the product page as well as noted at the checkout stage.
Some items can be ordered on a back-order status, items that are ordered on back-order will clearly be identified on the product page and at time of completing checkout process.
As soon as an item is available in the warehouse the items will be allocated to customers who have placed a back-order first of all before going back on general sale.
Placing a back-order on an item is the best option to reserve your own item when items are popular.
If you need to swap an item
Returns and Exchanges
Refunds will only be available for any item(s) that are unused, in perfect saleable condition, not damaged and in original packaging within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. Any FREE item(s)/ products supplied as part of the purchase must be returned, otherwise, we may deduct the full list price of the missing item(s) from any refund. We reserve the right to delay or refuse to process items that arrive in an unacceptable condition.
Exchanges will only be available for any item(s) that are unused, in perfect saleable condition, not damaged, and in original packaging within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. We reserve the right to delay or refuse to process item(s) that arrive in an unacceptable condition.
NOTE: Items returned will be at customers expense, we will require a shipping tracking id for proof of customer posting and all item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed. Please complete the Request Product Exchange Or Product Return Form before sending any item(s) to Horse Cleaning.
More more info please see Returns and Exchanges page
Please Contact us and a member of the team will respond as soon as possible and we will have that resolved for you ASAP!
We would recommend all customers purchase the optional Route parcel insurance service that we offer at the checkout stage.
If an issue should occur with damaged or lost or stolen items you can quickly and easily make a claim with Route directly and we can usually send out a replacement free of charge the same day once Route have approved.
If you did not take out the optional Route package insurance then you can submit a claim to the delivery company direct as all parcels do have their own insurance policy, however, this is usually a longer process to claim and has more terms and conditions on what and what can not be claimed for by each different delivery company. Therefore we recommend the Route insurance policy for all customers looking for piece of mind!
Please complete the Request Product Exchange Or Product Return Form and a member of staff will then provide the address for you to return your item.
All item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to receive and process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed.
More more info please see Returns and Exchanges page
Once an order has been paid it will then automatically be passed to our warehouse team to dispatch the item(s), at each stage the order status will change from ‘processing’ to ‘awaiting warehouse picking’.
If at the ‘awaiting warehouse picking’ stage you contact us we may be able to temporary hold the order and review, before the item goes to ‘warehouse picking’, however, if an order is already at the ‘warehouse picking’ stage we are not able to hold or make any changes to the order since the order will have been processed before we are able to hold. In this case we will need to arrange a Returns and Exchange
In general you will have approx 30mins to contact us after paying for an order before an order is processed to the warehouse for picking and packing. After this time you will need to follow our Returns and Exchange policy