An update: Customer service emailed back with an RMA but they will be deducting shipping costs from the return amount and I have to pay out of pocket to ship the helmet back.
I’ve requested they cover both initial shipping and return shipping as the helmet is so old. Waiting on a return email. So far not thrilled with customer service. I think I’ll be out around $50 in shipping costs at the end of the day. Worth it, but an annoyance.
If they don’t do the right thing please say who it is so we can avoid shopping there
I think you need to go up the customer service food chain and talk to someone more in charge. You should not have to pay shipping on an outdated piece of safety equipment. That is crazy.
(Said by someone who frequently thinks customers expect too much, this is not a case of the customer expecting too much.)
That’s not right. Escalate up to food chain. Tell them politely but firmly what you want done. They shoukd at least indemnify you for the helmet. I’d consider reaching out to the helmet manufacturer themselves & explain what’s going on. $20 the manufacturer getting involved will light a fire under the retailer’s a$$.
Another update: after no response to the emails requesting return shipping aid I called. I was transferred from the initial customer service representative to the customer service representative who asked for photos and then never answered my email. She wasn’t helpful. She quoted Charles Owens’ policy that expiration is five years from date of first wear, not manufacture date. I told her I wasn’t comfortable with that and was requesting return shipping and initial shipping be refunded so I could shop elsewhere. She cavalierly said “my manager just walked by and said no.” I asked to speak to the manager.
After 37 minutes on hold, manager finally picked up. She argued that initial shipping simply couldn’t be refunded as “it was already shipped.” She also argued that the helmet was perfectly safe and Charles Owens’ website states as much. Again I was quoted their policy. I told her I didn’t believe I’d be able to wear the helmet for any of my mounted meetings/rallies (I recently joined a local Pony Club Horsemasters group). I told her their policy on helmet manufacture dates. She said they were happy to simply return the helmet once it was shipped back. I told her I didn’t want to be out over $70 (initial shipping and return shipping). She argued it wouldn’t be that expensive to ship the helmet back. She asked for my shipping zip code. She then told me that the online quote for return shipping through USPS was “only $17.60.” Not believing this, I also punched in the zips to the shipping calculator. It gave me $51.80 for retail ground. When I told her I needed a return shipping label sent she said “let me see what I can do” and placed me on another hold. After she came back in the line she flippantly said a return shipping label was on its way to my email and she was so happy to be able to help me. She then hung up.
I can live with being out the $20 initial shipping. I’ll update again once the helmet has been received and my money has been refunded. This company hasn’t been easy to deal with. I don’t think they see anything wrong with selling an old helmet. I also think they will sell that helmet again without qualm.
Wow, that’s TERRIBLE! Especially since SmartPak and Dover are the go-to websites of most equestrians, you’d think she’d try harder to be accommodating to get a return customer. The helmet was obviously just purchased by you, and is a significant purchase.
Not a store, but a particular brand lost me for life as a customer when two pairs of boots irreparably ripped within less than a year and they were not helpful about honoring the warranty. Do companies really not understand that this is a competitive marketplace, and they need to treat customers well who are acting in good faith?
Now I think we all need to know where not to shop so we don’t buy this old helmet 
Ugh. What horrible customer service. As well as outing them here, you might also consider dropping Charles Owens a note to let them know that this company has no issue selling a 7 year old helmet at full price.
(Although $52 does seem like a lot for return shipping through USPS. I’ve shipped a saddle for not much more than that).
Recently?
Because I shipped a couple of small things recently and I was totally shocked at the price for the most basic shipping option offered at the post office.
It seems their shipping prices are not what they used to be.
About 18 months ago. Prices certainly may have gone up since then. For the saddle I do remember that I had to be careful that the box was under certain dimensions. There are some weird size thresholds that can greatly increase the price.
She may also have been adding insurance and other services to the estimate
Good point @vxf111.
I did not have any additional insurance or services on the box I mailed, but I can not speak for them.
I’m pretty sure prices went up during the pandemic (understandably). I too had some sticker shock last time I mailed a package via USPS
I found FED X Ground to be the most reasonable with anything bigger than a padded envelope or over 5#. I got the AP on my phone, can pay and print the label out at home. Very convenient. Can drop off at the nearby supermarket FED X drop off.
That sucks about that store. Who would think to ask about manufacture date when buying a new helmet from a store front? Sigh.
It really does 
I work seasonally as the order packer for a local store. We use Stamps.com, which does offer some volume discount. But still, out of the few 1000 packages we mailed this year, USPS is always cheapest save for very large packages. (In which case UPS is sometimes less. ) Priority Mail flat rate boxes are ridiculously $$$$, I’m not sure why anyone uses them. We mailed packages that weighed 6-8 lbs from VA to CA via Priority, using our own packaging. Cost $15-20.
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