DELIVERY FAQs
I'm from the USA , how are my duties paid?
For our American clientele, we offer a seamless Delivered Duty Paid (DDP) service on all standard orders. Ice Equestrian handles all customs formalities and duty obligations in advance, ensuring full compliance with current import regulations. These charges are already included in your shipping total at checkout, eliminating unexpected fees and facilitating a prompt, hassle-free delivery directly to your door with no additional charges upon arrival.
Please note: If specifically selecting DHL Express for the USA, duties remain the responsibility of the purchaser.
When will my order be dispatched?
At Ice Equestrian, we strive to get your collection to you as swiftly as possible. We process and dispatch orders Monday through Friday (excluding weekends and Public Holidays).
Same-Day Dispatch: Orders placed before 11:00 am, including all UK, EU, and International orders, will be dispatched the same working day.
Next-Day Dispatch: Orders placed after our 11:00 am cut-off will be dispatched on the following business day.
Once your order has been collected by our courier, you will receive a Dispatch Confirmation email containing your unique tracking link.
Do you offer free shipping?
We are delighted to offer complimentary tracked shipping on qualifying orders worldwide. This includes free delivery on UK orders over £100, with various thresholds for our international clientele (e.g., USA over £350).
Please note that while we provide the delivery, international customers remain responsible for any local customs duties.
For a full list of free shipping thresholds by country, please visit our [Delivery & Shipping] page.
How do i track my order?
Once your parcel has been collected from your chosen courier, you will be sent a tracking number to your email address. Alternatively you can visit the link track order on the header.
My tracking link isn’t working, what should I do?
Please don't worry, it can occasionally take 24–48 hours for a courier’s system to update once a parcel has been collected from us. For our international clientele, we recommend allowing a few additional days for tracking to refresh as your collection moves through global transit hubs. If your link still isn't active after this time, please contact us via WhatsApp or email, and we will be happy to investigate this for you immediately.
How long does it take for my order to arrive?
The estimated delivery time for your parcel will depend on various factors, such as the shipping method chosen, the destination, and any potential customs procedures. We strive to ensure prompt delivery and provide you with a tracking number to monitor the progress of your shipment. Rest assured, we work diligently to minimise any delays and deliver your parcel to you as quickly as possible.
I paid for Next Day delivery and my order hasn’t arrived, what should I do?
We sincerely apologise if your delivery has been delayed. While we dispatch all priority orders promptly, the final delivery stage is handled by our couriers and can occasionally be affected by external factors. We recommend first checking your tracking link and any designated "safe places" or neighbours. If you require further assistance, please contact us via WhatsApp with your order number, and we will be more than happy to investigate this with the courier on your behalf to ensure a swift resolution.
My order has not arrived, when should i contact you?
If your order has not reached you in the time frame given, please contact us, and we will try our best to assist you.
I’ve received my order, but there is an error or an item is missing. What should I do?
We sincerely apologise for any oversight and are here to resolve this for you immediately. Please inspect your collection upon arrival and contact us via WhatsApp or email within 48 hours of receipt. To help us assist you swiftly, please include your order number and photographs of the items and packaging received.
Please note that reported issues after this 48-hour window, or items that have been used, will be considered accepted. We will work closely with you to provide a priority replacement or exchange to ensure your Ice Equestrian experience is perfect.
My order has arrived damaged; what should I do?
We are very sorry to hear this. Please contact us using the contact form within 2 days of receiving your item, and we will quickly rectify this problem for you.
My query is not listed here, what should i do?
If you cannot find the answer you are looking for, we are here to help. For the fastest response, please message us via WhatsApp or use our website’s Contact Form. Alternatively, you can reach us at contact@ice-equestrian.com, and we will respond to you as quickly as possible.
Please note that our team is away from the office on weekends and public holidays, and we will attend to your enquiry with priority upon our return.
Additional Delivery Information
Dispatch & Origin
All orders are prepared and dispatched from our Ice Equestrian facility in the UK. We process and dispatch orders Monday through Friday (excluding weekends and Public Holidays).
Order Amendments
If you wish to make any changes to your order, we are happy to assist you provided your parcel has not yet been packed or collected by our courier. Please contact us as soon as possible viaWhatsApp or telephone for the fastest response.
Premium Service Cut-offs
To maintain our high standards of speed, please note:
- DHL Express: Orders placed after 10:00am will be dispatched the following business day.
- Weekend Orders: DHL orders placed after 10:00am on Friday will be dispatched on the following Monday (excluding Public Holidays).
Tracking Your Collection
Upon placing your order, you will receive an initial confirmation email. A second email containing your
tracking number will follow once your parcel has been collected. Please note:
- Live Tracking: Your link will become active once the courier has scanned the parcel at the main sorting depot; this typically takes a few hours from the point of collection.
- Delivery Timeline: Estimated delivery windows begin from the date of collection, not the date of purchase.
Service Commitments
While we partner with world-class couriers to ensure timely delivery, please note that estimated timeframes are not guaranteed. Occasionally, delays may occur due to extreme weather or external events beyond our control.
DELIVERY FAQs
I'm from the USA , how are my duties paid?
For our American clientele, we offer a seamless Delivered Duty Paid (DDP) service on all standard orders. Ice Equestrian handles all customs formalities and duty obligations in advance, ensuring full compliance with current import regulations. These charges are already included in your shipping total at checkout, eliminating unexpected fees and facilitating a prompt, hassle-free delivery directly to your door with no additional charges upon arrival.
Please note: If specifically selecting DHL Express for the USA, duties remain the responsibility of the purchaser.
When will my order be dispatched?
At Ice Equestrian, we strive to get your collection to you as swiftly as possible. We process and dispatch orders Monday through Friday (excluding weekends and Public Holidays).
Same-Day Dispatch: Orders placed before 11:00 am, including all UK, EU, and International orders, will be dispatched the same working day.
Next-Day Dispatch: Orders placed after our 11:00 am cut-off will be dispatched on the following business day.
Once your order has been collected by our courier, you will receive a Dispatch Confirmation email containing your unique tracking link.
Do you offer free shipping?
We are delighted to offer complimentary tracked shipping on qualifying orders worldwide. This includes free delivery on UK orders over £100, with various thresholds for our international clientele (e.g., USA over £350).
Please note that while we provide the delivery, international customers remain responsible for any local customs duties.
For a full list of free shipping thresholds by country, please visit our [Delivery & Shipping] page.
How do i track my order?
Once your parcel has been collected from your chosen courier, you will be sent a tracking number to your email address. Alternatively you can visit the link track order on the header.
My tracking link isn’t working, what should I do?
Please don't worry, it can occasionally take 24–48 hours for a courier’s system to update once a parcel has been collected from us. For our international clientele, we recommend allowing a few additional days for tracking to refresh as your collection moves through global transit hubs. If your link still isn't active after this time, please contact us via WhatsApp or email, and we will be happy to investigate this for you immediately.
How long does it take for my order to arrive?
The estimated delivery time for your parcel will depend on various factors, such as the shipping method chosen, the destination, and any potential customs procedures. We strive to ensure prompt delivery and provide you with a tracking number to monitor the progress of your shipment. Rest assured, we work diligently to minimise any delays and deliver your parcel to you as quickly as possible.
I paid for Next Day delivery and my order hasn’t arrived, what should I do?
We sincerely apologise if your delivery has been delayed. While we dispatch all priority orders promptly, the final delivery stage is handled by our couriers and can occasionally be affected by external factors. We recommend first checking your tracking link and any designated "safe places" or neighbours. If you require further assistance, please contact us via WhatsApp with your order number, and we will be more than happy to investigate this with the courier on your behalf to ensure a swift resolution.
My order has not arrived, when should i contact you?
If your order has not reached you in the time frame given, please contact us, and we will try our best to assist you.
I’ve received my order, but there is an error or an item is missing. What should I do?
We sincerely apologise for any oversight and are here to resolve this for you immediately. Please inspect your collection upon arrival and contact us via WhatsApp or email within 48 hours of receipt. To help us assist you swiftly, please include your order number and photographs of the items and packaging received.
Please note that reported issues after this 48-hour window, or items that have been used, will be considered accepted. We will work closely with you to provide a priority replacement or exchange to ensure your Ice Equestrian experience is perfect.
My order has arrived damaged; what should I do?
We are very sorry to hear this. Please contact us using the contact form within 2 days of receiving your item, and we will quickly rectify this problem for you.
My query is not listed here, what should i do?
If you cannot find the answer you are looking for, we are here to help. For the fastest response, please message us via WhatsApp or use our website’s Contact Form. Alternatively, you can reach us at contact@ice-equestrian.com, and we will respond to you as quickly as possible.
Please note that our team is away from the office on weekends and public holidays, and we will attend to your enquiry with priority upon our return.
Additional Delivery Information
Dispatch & Origin
All orders are prepared and dispatched from our Ice Equestrian facility in the UK. We process and dispatch orders Monday through Friday (excluding weekends and Public Holidays).
Order Amendments
If you wish to make any changes to your order, we are happy to assist you provided your parcel has not yet been packed or collected by our courier. Please contact us as soon as possible viaWhatsApp
or telephone for the fastest response.
Premium Service Cut-offs
To maintain our high standards of speed, please note:
- DHL Express: Orders placed after 10:00am will be dispatched the following business day.
- Weekend Orders: DHL orders placed after 10:00am on Friday will be dispatched on the following Monday (excluding Public Holidays).
Tracking Your Collection
Upon placing your order, you will receive an initial confirmation email. A second email containing your
tracking number
will follow once your parcel has been collected. Please note:
- Live Tracking: Your link will become active once the courier has scanned the parcel at the main sorting depot; this typically takes a few hours from the point of collection.
- Delivery Timeline: Estimated delivery windows begin from the date of collection, not the date of purchase.
Service Commitments
While we partner with world-class couriers to ensure timely delivery, please note that estimated timeframes are not guaranteed. Occasionally, delays may occur due to extreme weather or external events beyond our control.
DELIVERY FAQs
I'm from the USA , how are my duties paid?
For our American clientele, we offer a seamless Delivered Duty Paid (DDP) service on all standard orders. Ice Equestrian handles all customs formalities and duty obligations in advance, ensuring full compliance with current import regulations. These charges are already included in your shipping total at checkout, eliminating unexpected fees and facilitating a prompt, hassle-free delivery directly to your door with no additional charges upon arrival.
Please note: If specifically selecting DHL Express for the USA, duties remain the responsibility of the purchaser.
When will my order be dispatched?
At Ice Equestrian, we strive to get your collection to you as swiftly as possible. We process and dispatch orders Monday through Friday (excluding weekends and Public Holidays).
Same-Day Dispatch: Orders placed before 11:00 am, including all UK, EU, and International orders, will be dispatched the same working day.
Next-Day Dispatch: Orders placed after our 11:00 am cut-off will be dispatched on the following business day.
Once your order has been collected by our courier, you will receive a Dispatch Confirmation email containing your unique tracking link.
Do you offer free shipping?
We are delighted to offer complimentary tracked shipping on qualifying orders worldwide. This includes free delivery on UK orders over £100, with various thresholds for our international clientele (e.g., USA over £350).
Please note that while we provide the delivery, international customers remain responsible for any local customs duties.
For a full list of free shipping thresholds by country, please visit our [Delivery & Shipping] page.
How do i track my order?
Once your parcel has been collected from your chosen courier, you will be sent a tracking number to your email address. Alternatively you can visit the link track order on the header.
My tracking link isn’t working, what should I do?
Please don't worry, it can occasionally take 24–48 hours for a courier’s system to update once a parcel has been collected from us. For our international clientele, we recommend allowing a few additional days for tracking to refresh as your collection moves through global transit hubs. If your link still isn't active after this time, please contact us via WhatsApp or email, and we will be happy to investigate this for you immediately.
How long does it take for my order to arrive?
The estimated delivery time for your parcel will depend on various factors, such as the shipping method chosen, the destination, and any potential customs procedures. We strive to ensure prompt delivery and provide you with a tracking number to monitor the progress of your shipment. Rest assured, we work diligently to minimise any delays and deliver your parcel to you as quickly as possible.
I paid for Next Day delivery and my order hasn’t arrived, what should I do?
We sincerely apologise if your delivery has been delayed. While we dispatch all priority orders promptly, the final delivery stage is handled by our couriers and can occasionally be affected by external factors. We recommend first checking your tracking link and any designated "safe places" or neighbours. If you require further assistance, please contact us via WhatsApp with your order number, and we will be more than happy to investigate this with the courier on your behalf to ensure a swift resolution.
My order has not arrived, when should i contact you?
If your order has not reached you in the time frame given, please contact us, and we will try our best to assist you.
I’ve received my order, but there is an error or an item is missing. What should I do?
We sincerely apologise for any oversight and are here to resolve this for you immediately. Please inspect your collection upon arrival and contact us via WhatsApp or email within 48 hours of receipt. To help us assist you swiftly, please include your order number and photographs of the items and packaging received.
Please note that reported issues after this 48-hour window, or items that have been used, will be considered accepted. We will work closely with you to provide a priority replacement or exchange to ensure your Ice Equestrian experience is perfect.
My order has arrived damaged; what should I do?
We are very sorry to hear this. Please contact us using the contact form within 2 days of receiving your item, and we will quickly rectify this problem for you.
My query is not listed here, what should i do?
If you cannot find the answer you are looking for, we are here to help. For the fastest response, please message us via WhatsApp or use our website’s Contact Form. Alternatively, you can reach us at contact@ice-equestrian.com, and we will respond to you as quickly as possible.
Please note that our team is away from the office on weekends and public holidays, and we will attend to your enquiry with priority upon our return.
Additional Delivery Information
Dispatch & Origin
All orders are prepared and dispatched from our Ice Equestrian facility in the UK. We process and dispatch orders Monday through Friday (excluding weekends and Public Holidays).
Order Amendments
If you wish to make any changes to your order, we are happy to assist you provided your parcel has not yet been packed or collected by our courier. Please contact us as soon as possible viaWhatsApp
or telephone for the fastest response.
Premium Service Cut-offs
To maintain our high standards of speed, please note:
- DHL Express: Orders placed after 10:00am will be dispatched the following business day.
- Weekend Orders: DHL orders placed after 10:00am on Friday will be dispatched on the following Monday (excluding Public Holidays).
Tracking Your Collection
Upon placing your order, you will receive an initial confirmation email. A second email containing your
tracking number
will follow once your parcel has been collected. Please note:
- Live Tracking: Your link will become active once the courier has scanned the parcel at the main sorting depot; this typically takes a few hours from the point of collection.
- Delivery Timeline: Estimated delivery windows begin from the date of collection, not the date of purchase.
Service Commitments
While we partner with world-class couriers to ensure timely delivery, please note that estimated timeframes are not guaranteed. Occasionally, delays may occur due to extreme weather or external events beyond our control.
