F&Qs
What is the return policy on poles?
Bare wood poles, white poles or stained poles may be returned within 14 calendar days of purchase with a full refund. Trent’s Equestrian Poles will not be responsible for freight/shipping fees and insurance for these returns. Additionally, Trent’s Equestrian Poles will not be responsible for damaged product whilst being returned.
We want to have a working relationship with our customers. If there is something that is not right with the poles or if you want something changed on the poles once received, we want to work with you to get you exactly what you want. Please reach out to us through our Contact Us page, or give us a call to get your order exactly how you want it.
What material are the poles crafted from?
North American Pine Wood
Where can poles be shipped and what is the shipping cost?
Shipping is available nationwide in the USA, excluding Hawaii. Freight charges are based on weight and measurements on your final packaged order. Trent’s Equestrian Poles uses the fees determined directly from the freight carrier.
PLEASE NOTE: Shipping costs are not included in our online pricing and customers will be invoiced separately. Please call or email us to get more information about shipping pricing for your order.
What do I do if I’m missing a pole from my order?
Important: Inspect Your Shipment Upon Delivery
Please carefully inspect all boxes and pallets upon receiving the orders.
• Count and verify: Ensure the number of items received matches your order.
• Check for damage: Look for any signs of damage, including:
â—¦ Broken plastic wrap or cardboard.
â—¦ Scratches, dents, or other visible damage.
• Sign only when accurate: Do not sign the delivery receipt unless you have verified that all items are present and in good condition.
Report any issues immediately:
• If you find any discrepancies, notify the delivery driver immediately.
• Take photos of any damage or missing items.
• Contact us immediately at (916) 548-1785 to report the issue.
How long does it take to get an order?
Delivery Estimates:
• Delivery dates provided are estimates and may vary due to unforeseen circumstances.
• For in-stock items, we strive for delivery within 6-8 weeks. However, we are not responsible for carrier delays.
• For custom orders, please allow 8-10 weeks for manufacturing and delivery.
• During peak seasons (e.g., summer, holidays), delivery times for custom orders may be slightly longer.