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.

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.

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.

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.

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.

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.

We sincerely apologise if your premium 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.

If your order has not reached you in the time frame given, please contact us, and we will try our best to assist you.

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.

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.

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.