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If your question isn't answered
here, please contact us.
Ordering Questions
- Can I only order online?
Payment Questions
- What payment options do you accept?
- Do you accept C.O.D. payments?
- When is my credit card debited?/
Is my credit card debited as soon as I place the order or when
you fill the order?
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- Security Questions
- Are orders placed through a secure server?
- Do you keep any customer information
on your server?
- Do You Use Cookies. If so How?
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- Shipping and Stock Questions
- How quickly do you ship items.
- Are the items you sell in stock?
- What does the message "ON BACK
ORDER: Due in --/--/99" above the product description mean?
- I saw an item on sale last week which
isn't there now, does that mean you won't be selling it again?
- What Shipping options do I have?
- Do you offer a Gift Wrap service?
- Can I ship a gift to a friend?
- What if I want to send some things
to myself and some to a friend?
- What is your Returns policy?
- Where are you located?/ What's your street
address?
- I live in the San Francisco Bay Area, Can I pick my
order up and avoid shipping costs?
- Where do you ship from?
- Do You send orders world wide?
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- Privacy Questions
- What is your Privacy Policy?
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- Mailing List Questions
- Do you have a mailing list? What's
in it?
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- Free Horse Sound Questions
- What are the Free Horse Sounds?
- Can the free horse sounds be
used for commercial purposes?
- Can I put your horse sounds up on my
web site?
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- General Questions
- Where are you located?/ What's your street
address?
- Do you have a printed catalog?
- Do you have a retail outlet?
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- Ordering Questions
-
- Can I only order online?
- No, you can order by phone, fax or through the mail. For
more information Click here.
Payment Questions
What payment options do you
accept.
- Currently, we accept Visa, Mastercard, American Express,
Money Orders and Checks. Checks will need to clear our bank before
we send out any product (normally 10 business days).
Do you accept C.O.D. payments.
- Sorry, we do not send anything out C.O.D. See also "What
payments do you accept above?"
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- When is my credit card debited?/
Is my credit card debited as soon as I place the order or when
you fill the order?
- We process credit card orders manually at our office. We
charge your card after we have filled the order so that you are
not charged for anything we do not currently have in stock. The
only exception being items that are drop shipped to you directly
from the manufacturer. Drop Ship items are indicated as being
such in the product description.
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- Security Questions
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- Are orders placed through a secure server?
- All order transactions are placed through a secure server.
So all information you send to us when placing an order online
is encrypted. When we check on orders our connection to our web
site is also carried out through a secure server to again ensure
no sensitive information can be seen or accessed by any unauthorized
person or persons.
- Do you keep any customer information
on your server?
- Briefly: When you place an order through our web site your
order does remain on our secure server (see question above)
until we retrieve it, usually in less than an hour. At no other
time is our customer information kept on any computer accessible
via the Internet. We don't keep any customer credit card information
on any computer at all.
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- Do You Use Cookies. If so How?
- Our shopping cart program does use cookies. If you have cookies
enabled, our program puts a cookie on your computer when an order
is placed. This cookie, tracks you to keep your basket separate
from other shopper's baskets. If, however, cookies are turned
off, our program uses a system of IP address comparison, based
on the shopping baskets already active on the system.
- We don't use cookies for any other purpose.
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- Shipping and Stock Questions
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- How quickly do you ship and order.
- We aim to get all orders out within 24 hours of getting the
order. Weekends and holidays can obviously slow this down. It
can also take longer if we need to contact a customer regarding
their order, before we send it out.
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- Are the items you sell in Stock
- Yes, we like to get orders out as soon as possible, so we
always aim to keep all items in stock. Having said that we can
never predict how quickly some items will sell and sometimes
we run out of items before we can get them back in stock or before
we can remove their listing from the web site. There is therefore
a possibility that you could order something we do not currently
have in stock. If you order something that is out of stock we
will phone or E-mail to apologize and let you know how soon we
expect to have that item back in stock.
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- What does the message "ON
BACK ORDER: Due in --/--/99" above the product description
mean?
- It means you can order that item if you wish but it is not
currently in stock and is not expected until the given date.
We of course do not charge orders placed with credit cards until
the product is read to be shipped to you.
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- I saw an item on sale last
week which isn't there now, does that mean you won't be selling
it again?
- Possibly. Some items we can no longer get back in. However,
the chances are we just sold out and we have yet to get a re-stock
date from our supplier. We don't like to display any items for
sale when they are out of stock unless we know we can get them
back in, at which point we add the "On Back Order"message
as described above.
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- What Shipping options do I have?
- We ship by Priority Mail & UPS. In the order section
of the shopping cart you will be able to select, Next day, 2nd
day or Regular delivery. If you require different shipping options,
(UPS doesn't deliver to PO boxes for example) please either put
details in the "Order Instructions" box or e-mail or
phone us. We're here to provide the best service we can and are
prepared to be flexible, especially on small items. We're not
going to charge you $5.00 to send a small pin if we can possibly
help it.
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- Do you offer a Gift Wrap service?
- Yes, we provide Free gift wrap but have yet to integrate
it into our web site, so if you would like it ask for "Free
Gift Wrap" in the "Order Instructions" box. If
you want a message written too, as the message in the same box.
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- Can I ship a gift to a friend?
- Yes, enter the friend's address as the "mail to address"
also include any other relevant information in the "Order
Instruction" box. (See the next entry too).
Can I buy a card to send with the
gift I want sent to a friend?
- Yes, select the card and the gift and when you go to the
order page you will come across an "order instructions"
box. Enter the message you would like included in the card in
this space and anything else you might want to let us know.
What if I want to send some things
to myself and some to a friend?
- Because of possible shipping costs and sales tax complications
you would need to place two separate orders.
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- What is your returns policy?
- We aim to provide 100% customer satisfaction, so if you are
not satisfied with your order we encourage you to return it to
us within 30 days of receipt. We will then offer a replacement,
refund, credit or exchange. We also prefer that you contact us
prior to returning items. For more details Click
Here
- Where are you located?/ What's your
street address?
- Pacifica, California, USA (about 12 miles South of San Francisco). All our contact details can
be found on our Contact Page.
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- I live in San Francisco Bay Area, can I collect
my order and avoid shipping costs?
- Unfortunately we are not zoned to allow "drop-in" customers at out location.
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- Where do you ship from?
- Pacifica, California, USA (about 12 miles South of San Francisco). Except for drop ship items
of course.
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- Can You send orders world
wide?
- Yes we do ship to many countries. Payment needs to be in US dollars and credit
card is our preferred payment option but we do need to be able to verify credit card information and this does make it hard for us to complete some oversea orders. We suggest you place the
order through the on-line shopping cart and select the
- To be Quoted by E-mail option for "Shipping"
and we will confirm your shipping costs by E-mail before we send
anything out. Also, please note that you will be responsible
for
- paying any import duty etc. that might be levied on purchases
entering your country.
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- Privacy Questions
-
- What is your Privacy Policy?
- We value your privacy, for that reason any information we
may collect from our customers in the course of doing business
is not for sale, rent or trade to anyone.
If we get an offer from a company we think our customers will
benefit from we will pass that information on to you via our
regular e-mail newsletter. It is then entirely your decision
whether you wish to contact that company or not.
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- Mailing List Questions
- Do you have a Mailing List?
What's in it?
- We send out mailings usually once or twice a month at most.
We try to keep them as brief as possible and they include information
about any new stock we've had in, new sounds we've added or any
other changes we've made to our site that might interest you.
Existing customers go on the list automatically but how to un-subscribe
from the list is included with each mailing. If you wish to join
our free mailing list Click Here.
See "What is your Privacy Policy?"above also.
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- Free Horse Sound Questions
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- What are the Free Horse Sounds?
- These are digital recordings of horse sounds that have been
saved into the two most popular computer sound file formats;
'Wav' for PC and 'Aif' for Macs.
- For those of you who just can't get enough horse presence
in their lives we have an ever growing selection of horse sounds
that can be downloaded onto your computer. So if you have a relatively
modern computer with a sound card you can almost certainly change
those standard sounds that came with your operating system software.
Try replacing those nasty critical stop/exclamation sounds with
a more relaxing Long horse sigh. Computing can become almost
pleasurable.
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- Can the free sounds be
used for commercial purposes?
- Please don't use any of our sounds for commercial purposes
without contacting us first at
Sounds@horsepresence.com
Send us a brief outline of what you expect to do with the sound/s
and we'll get back in touch with you. We haven't refused anyone
yet!
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- Can I put your sounds up on my
web site.
- Sorry, no. However, you are welcome to link directly to the
sounds page and if you let us know we'll link back to you from
our links page.
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- General Questions
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- Do you have a printed catalog?
- No, we are sorry but we don't. We may produce one again in
the future but we currently want to focus all our resources on
our web site.
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- Do you have a retail outlet?
- No, we are purely a mail order business. However you might
see us at some horse shows and events.
- If your question isn't answered here,
please contact us.
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