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ORDERS ARE SHIPPED WITHIN 2 BUSINESS DAYS FROM COLORADO USA. DUE TO EXTREME VOLUMES AND COVID-19, ALL CARRIERS MAY EXPERIENCE SOME DELAYS IN DELIVERIES AROUND THE WORLD.

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FAQs

DUE TO DELAYS CAUSED BY COVID-19, YOU MAY EXPERIENCE LONGER THAN AVERAGE DELIVERY TIMES.

All prices are in USD

Q: Do I pay incoming duties & taxes on Pony-O Products?

A: All incoming taxes and import duties are the responsibility of the customer. Pony-O Hair Accessories IS NOT liable or responsible for the customs charges and taxes levied by your country.
Please note: UK and other international buyers are responsible for any customs duties, GST, or VAT fees which may arise. Customs duties and VAT fees are a tax imposed by the destination country upon the buyer and are separate from shipping costs. They cannot be predicted, altered or payed by the seller. We are unable to mark packages as "gift" as this is a federal crime in the United States. Please review your country's tax policies before ordering.
For more information about the duties and taxes in your country, please contact your local customs office.

Q: How long will it take to receive my order?

A: Due to COVID-19, you may experience longer than average delivery times. The volume being handled by USPS/UPS exceeds last year's peak volume by over 400%. We ask for your patience and understanding while waiting for your order to arrive, and as we strive to continue providing the products and services you love in a safe manner following the CDC guidelines.  Orders shipped to Alaska, Hawaii, US Territories and APO addresses will require longer shipping times.
 
Please note: Pony-O cannot guarantee any specific processing times. This is only an estimate. We appreciate your patience!
 
We are the patent holder and sole distributor of Pony-O, Bun Barz, and Bling Ringz. On occasion, certain colors may be backordered due to popular demand. We work diligently with our manufacturers to get product made and shipped, but most shipments are delayed at this time. And remember: if you aren’t ordering from ponyo.com, it’s a cheap knock-off!
 

Q: What happens if my order is undelivered or refused?

A: To avoid an undelivered or returned package, please ensure that the address you've provided is correct. Should a customer provide an incorrect address, there will be a charge for shipping another order. Pony-O is not responsible for an order once it has left our warehouse and been transferred to the delivery company, nor are we responsible for lost or stolen packages.

If your tracking number shows delivery, here are some tips:

  • Contact your local post office to ask for carrier assistance where the package may have been left. Sometimes they scan it and put it on a shelf.
  • As family, neighbors or property managers if the package was left with them. All orders are shipping in 6.5x10 Kraft 
  • Check porches, gates and doorways.

Q: What is your return policy?

A: We offer a 30-day money back guarantee, no exceptions. Please contact us at 303-838-6976 or support@ponyo.com to start the return process. We do not, however, refund the cost of shipping or provide a return shipping label.

Q: What are your office hours?

Monday through Friday from 9-5 MST.

Q: How do I cancel an order?

A: To cancel, please contact us at 303-838-6976, within 30 minutes of placing your order (M-F, 9-5 MST). We will be happy to assist you! Once you receive an confirmation email, it means your order is already being processed and cannot be changed or cancelled by you or our Customer Care team.

Q: Is it safe to use my credit card on your site?

A: Yes! Safe shopping is a must at Pony-O! When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business.

Q: Can I buy Pony-O Hair Accessories in stores or on Amazon?

A: No, but you can shop online here for high-quality hair accessories! Our awesome and unique accessories are only available on our website. Any other store or website selling Pony-O is a scam/knock-off. Please be aware! Pony-O is not responsible for these knock-off products. Please do not return them to our office.

Q: How can I receive samples?

A: Unfortunately, we do not provide samples.

Q: May I dropship or resell Pony O products?

A: Products sold by Riot Accessories Ltd. (Pony-O) MAY NOT be resold online without written permission by Riot Accessories Ltd. Please contact us for Wholesale information.