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Frequently
Asked Questions
When
I go to check out, why am I charged Virginia sales tax? By
law we must collect sales tax from customers located in Virginia. Customers
outside Virginia are not charged sales tax.
How
quickly will my item arrive?
We ship primarily via UPS ground and USPS Priority Mail, which provides
delivery to most addresses within 2-3 business days, and sometimes faster.
Our default shipping option is for shipping in 1-3 days for $4.99. We
will select the service (UPS or USPS) that is best suited to get the
item to you quickly. Orders placed before 3:30 PM weekdays are usually
shipped the same day. We do not ship on weekends or postal holidays,
unless UPS picks up. Orders shipped to Canada may be shipped via UPS
or by U.S. Postal Service, and typically take two weeks, although significantly
longer transit times are not uncommon.
How
much is shipping?
If you select the default shipping option, we charge a flat fee of $4.99
per order for any order shipped to a U.S. address, regardless of weight,
number of items, value of the order, or distance. This includes Puerto
Rico, U.S. Virgin Islands, Guam, American Samoa, and APO addresses.
Backorders shipped separately from an initial shipment are not charged
shipping. Orders shipped outside the domestic service area of the U.S.
Postal Service are charged shipping based on the estimated weight and
destination. When you check out, please select the appropriate destination
region in the shipping options drop-down list. The shipping charge will
be displayed before your order is placed. If you select a shipping option
other than the default, you will be charged the amount indicated for
that service, which is based on weight and destination.
How
can I check on the status of my order?
Call us at
540-896-7100, toll-free at (800) 506-5344 or e-mail
us. We use Delivery Confirmation or UPS tracking on every shipment,
so we can tell you when the item was shipped and the estimated delivery
time.
Can
you ship overnight?
Yes. Call your order in before 3:30 PM Central time (weekdays only).
We will make sure that your order is sent immediately via UPS Next Day
Air. You can also select this option at checkout without calling us.
My
credit card was declined, but I know it works. What went wrong?
To protect
ourselves and our customers, we use address verification software to
verify credit cards. Make sure that you enter the correct billing address
where your credit card bill is sent (usually your home). Also, make
sure that you enter only a 5-digit ZIP code for your billing address,
and that the card number and expiration date are entered correctly.
Do
you accept American Express or Discover cards?
We only accept MasterCard and Visa for online purchases. If you want
to use American Express or Discover, call us at 540-896-7100, toll-free
at (800) 506-5344 or use our offline order form.
Do
I need a VTO account to check out?
No. To place
an order without an account, simply click "Place order without
account" when you go to check out. Having an account makes it easier
to make purchases in the future, because your shipping information is
saved for you. Having an account may also make you eligible for special
pricing discounts in the future. As a security precaution, we do not
save credit card information, so you must re-enter your credit card
number each time you make a purchase.
I
don't want to enter my credit card information online. Do you have other
ways to order?
Yes. We have
an order form you can download here. Use it
to mail or fax your order to 540-896-3359. Instructions are on the form.
You can also order by phone during our business
hours by calling 540-896-7100 or toll-free at (800) 506-5344.
Can
I return items that don't fit?
Yes. You can
return or exchange items that do not fit. Our complete return policy
is here. If your situation is not covered by
our return policy, call us at 540-896-7100 or toll-free at (800) 506-5344.
No reasonable request will be refused. Please note that items ordered
using sale coupons may place restrictions on returns; in such cases,
the restrictions for the coupon take precedence over our normal return
policy.
Do
these breeches make my butt look big?
Absolutely
not.
Do
you ship to destinations outside the United States?
Yes. We have
customers on every continent except Antarctica. Please make sure you
select the appropriate shipping option based on the world region where
you are located. Note that we do not ship to certain countries, and
reserve the right to refuse any order for which we are unable to verify
the validity of the payment method.
Do
you sell whips?
Yes, but we
do not show them on our website because they are difficult and costly
to ship. In fact, we carry hundreds of products, such as mounting blocks,
saddle racks, supplements, shampoos, etc. that are simply not cost-effective
to ship, especially at our $4.99 shipping rate. You can often talk us
into shipping such items, but you'll need to call and an additional
shipping charge will apply.
I
live outside the United States. Can you mark the shipment as "Gift"
so I don't have to pay duties?
No. We fill
out customs documents so as to accurately reflect the underlying transaction.
If the item truly is a gift from us to you, we will mark it as a gift;
otherwise the item will be marked as merchandise with the purchase price
as the declared value. In some cases we are able to mark the item as
a gift if the buyer has a billing address in the U.S. and is different
from the individual named in the ship-to address.
Do
you have a catalog?
Our website
is our catalog. We also have many items in our retail store not shown
on our website, so if you don't find what you are looking for, call
us at 540-896-7100 or toll-free at (800) 506-5344. We can order almost
anything, usually at substantial savings for you.
I
saw the same item cheaper somewhere else. Can you match the price?
We set our
prices consistently low and we believe they are very competitive. But
from time to time it is possible to find the same item a little bit
cheaper somewhere else - perhaps on sale or closeout. We can't promise
to meet a price we haven't seen yet, but would appreciate the opportunity
to try. Call us at 540-896-7100, toll-free at (800) 506-5344 or e-mail
us. By the way, if you see a higher price somewhere else, we
will gladly match it! ;-)
What
does "VTO" stand for?
Nothing. When
we first opened we had a different, longer name. When we officially
changed our name in 2001, we picked "VTO" because it's easy
to say and type.
Copyright © 2000-2007
VTO Saddlery
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