Nevermind, I found the tiny wording at the bottom of the page regarding their shipping poilcy for SmartPerk members.
Wait, whats the minimum! I got something last week for$19 and it was free.
Do you ship to farm addresses? Farm addresses are free, no minimum, if I remember correctly.
I agree, though, they have some sneaky advertising…100% satisfaction!!! but only if its new! Used to be you could return things whenever, if it broke or something and they slowly quietly changed that.
I found tiny lettering at the bottom of the page regarding their free shipping for SmartPerk members on “ALL orders” “any order any time” that states “some exclusions apply” and to call for details.
https://www.smartpakequine.com/content/SmartPerks
I mean, it’s not “ALL orders” and "any order "if there are exclusions! :no:
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Yes, but people took advantage of that like a thread on this very forum proved. Someone bought used breeches for next to nothing and then returned them to Smartpak and got a full brand new credit and they bought all kinds of new tack items with the credit.
If people are not going to use reasonable judgement they have to change the rules on returns.
Even LL Bean changed their return policy.
Edit to add: @Garythesquirrel what did the “small print” say? I believe the minimum order for Smartperks was $40 last I checked (which was quite some time ago). Has that changed?
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Very true. I think it was definitely taken advantage of, which sucks.
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I’m not surprised that companies are getting rid of those policies, because they are absolutely ridiculous.
Something you’ve just ordered and decide you don’t like, doesn’t fit, don’t want - sure, return it.
Something that’s defective or breaks in a very short period of time - yes, should be replaced, and this often is covered by warranties / the manufacturer.
Once you’ve had something for a few months or years and been using it, well, it’s eventually going to wear out as all things do. Why should a company be responsible for trading in well-used items for brand new when the person who purchased the item has in fact already gotten their money’s worth out of it? If everybody did that we would either have no companies left or everything would cost an exorbitant amount because you’d be basically paying for a lifetime’s worth at once.
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Yes, it is $40, I do have more than that in monthly SmartPaks.
The part that bugs me is that for their “SmartPerks” members they promote: “FREE SHIPPING on any order any time”, “free shipping” on “ALL orders”, “Everything Ships Free” and “FREE ground shipping on what you want when you want it”.
Except, when you get to the bottom of the page in tiny print it states: “Some exclusions apply”…
To me “any order any time” and “Everything” means exactly that but apparently not.
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I dont think I’ve ever paid for shipping from anything from SmartPak. And I love it. I probably wouldn’t buy anything from them if they didn’t have free shipping especially when a Dover store is right down the street from me. With their free shipping policy, SmartPak has become my go-to store. I love that they ship to the barn since most of the items I am buying end up at the barn anyways. So, more convenient for me !!
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Well, what did you order? Now I’m curious. I can’t find anything (not even oversized items!) that doesn’t say free ground shipping.
Some low-value items are “add-on” items, and won’t ship for free with SmartPerks (unless your order total is high enough, you add it on to an AutoShip order, or you ship via the Barn Saver program). Don’t ask me how you identify these items because it’s not clear until you go to check out. Amazon has add-on items too but at least they are clearly identified.
Take this replacement crownpiece that I recently ordered: https://www.smartpakequine.com/pt/padded-replacement-leather-crown-piece-2289. It says, “This item may be eligible for SmartPerks free ground shipping.” I guess the keyword there is “may” because once you add it to your otherwise empty shopping cart, there is a banner that says, “Looks like your cart only contains add-on items. Add something else to get instant free shipping, or just ship this with your next order.”
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The tax day sale wasn’t much of a sale-15% off one day only- very misleading initial ad- it excluded a lot including all bulk supplements unless you did auto ship… VERY DISAPPOINTING. I am very ok with brands being excluded. This just seemed very different than that- it was very limited. Then just say “all new auto ship get 15% off”…not BIG SALE BANNER TODAY USE CODE 18TAXDAY (or whatever it was…)
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I wanted to order 3 of these tie rings:
https://www.smartpakequine.com/pt/sh…tie-ring-15438
I called SmartPak and was told that some items are too small to qualify and it isn’t worth it to them to ship for free. My order totaled $16.50 and it would have been an additional $8.95 to ship.
Out of curiosity I went to their site and clicked on a few things. Some low price items have free shipping and some don’t.
A stock tie pin at $7.95 doesn’t have free shipping: https://www.smartpakequine.com/pt/cl…k-tie-pin-6272
But this plastic saddle cover at $6.15 has free shipping: https://www.smartpakequine.com/pt/pa…le-cover-15341
There’s A LOT more examples like that. Apparently, if the item says “This item may be eligible for SmartPerks free ground shipping” it means it isn’t unless placed with a larger order.
Using the words “Any order” and ALL orders" is very deceptive. Or how about the “No one wants to pay for shipping on a $15 bottle of fly spray. And now, you don’t have to!”. Yet, my order that totaled over $16 didn’t qualify for free shipping.
Okay, rant over!
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Yes, the tax day sale was disappointing! I was waiting for it to order a large $$ item and it was excluded. So no buy for me, boo hoo.
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Count me in agreement here with you both . Long time customer, agree the sale was different than one day sales in the past.
Rocky, you may already know this but if your local Dover store doesn’t have an item in stock but it’s available online or in sufficient quantities at another store, they can ship it to the store free and you can go in and pick up. I’ve done this when I used to live 10 minutes from the Hockessin location - once with a Total Saddle Fit girth in an uncommon size, and another time with a blemished Pessoa saddle that was listed at a reduced price (some minor discoloration on the underside of the panels but otherwise fine!).
Just wanted to let you know in case you ever NEED something from Dover!
Ah, now I see. I didn’t even know they had “add on” items. I was happy with the tax day sale, but I only ordered Smartpak branded items that I got the additional Perks discount on, on top of the sale price. I assume they will have a better sale for Memorial Day, but since I was ordering fly gear and the bugs are already out this year, I didn’t want to wait.
I suspect after tomorrow I will be a former Smartpak customer.
My girth broke this morning. No one at the barn has the right shape for my mare to be most comfortable, and I want a comfy girth for her, particularly before going out on trails this weekend. So this morning I looked for options to get guaranteed delivery tomorrow. SmartPak had it for the right kind of girth, I ordered… hadn’t gotten shipping info yet and looked on my order page. Expected delivery 5/14. @#^$ing EXPENSIVE overnight air shipping, and expected in 4 days? Already too late to order from somewhere else to get it by tomorrow, but I contact customer service. “Oh, shipping is behind. We’ll try to get it out tonight, but if we don’t we’ll refund your shipping.” No, no you won’t. If you don’t get it out tonight, you will cancel that order and my smartpaks and I will never spend another cent with you.
The BS excuses, the intentionally fraudulent sales cart issues - nope. You screw up so I can’t order from someone else in time for something which affects my horse’s comfort? I’m done with you. IF they get it here on time, I won’t cancel my smartpaks but will look around to see if I like other options better.
And I would miss Piper breeches.
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@netg - call Riding Warehouse. See what they can do if they have the style you are looking for. I have been really impressed with their customer service. It isn’t quite 3pm in CA - they may be able to squeak something out for you. Fingers crossed.
I only just saw this. I didn’t even think of them! There is now a shipping number, but I can’t believe that something with a shipping number showing up around 7pm in MA is going to make it to AZ by the next day. If delivery date isn’t tomorrow according to UPS, I will have SmartPak cancel and call RW. I could at least have it for my Monday ride with them.
I love Riding Warehouse! Save $10 with USDF10 code too!
