Ride or Die Equestrian Shop

Hello Amy, We understand the frustration felt by the handful of customers that were subject to an unanticipated and unprecedented delay due to delays at US Customs and Border Patrol. We reached out to you and all affected pre-order list customers with several update emails explaining that our last box of limited edition Complete Brush Collection inventory was pulled and delayed by US Customs for 11 business days - including heretofore non existent additional Federal holidays that were signed into place by last minute presidential executive order that effectively shut down US Customs processing for an additional 4 days. We have been importing items without issue (including the first 100 boxes for customers on this list) for years - and this last box arrived in a timely fashion on Dec 11th as well. As soon as US Customs took possession of the inventory for inspection, we informed you all. We continued to update. And finally, when US Customs finally released these items 11 business days later, they were sent immediately. We truly wish we could anticipate or control the actions of the US Government these days. It is of course not our plan to let our customers down. Enjoy your limited edition kit!

Hello Richard, Happy New Year. We understand the frustration that US Customs delays caused in the timely delivery of the Hairy Pony Brush Collection, and especially at Christmas. This is not lost on us. These were unanticipated, and randomly created by the US government. We have imported these limited edition items for years without issue. However importing circumstances have changed significantly (and change often) in the last few months. As we have explained to you over several emails throughout this process, this was a limited edition pre-order item that was shipped in an orderly and timely fashion from Hairy Pony in Australia to us here in the US. Two boxes of inventory containing the last 9 collections were pulled by US Customs for additional inspection and held for a total of 9 business days beyond what is typical or our control. Once cargo enters CBP unit of the US government, no private business has any control over the timing or the outcome. We also had a president signing executive orders that closed US Customs for a total of 4 extra federal "holidays" with the stroke of a pen, as well as mounting staffing shortages at Customs and Border Patrol. None of these circumstances were foreeable or predictable. Given that these were limited edition, numbered kits, globally pre sold (and sold out), it was impossible for us or for Hairy Pony to just "create" more or get them to us/you any faster. We did offer refunds as well as ample, proactive communication as circumstances arose - and you chose to have the collection shipped as soon as it arrived. We shipped it out within 10 minutes of the boxes arriving from customs. We take our service expectations very seriously. We also hope that our customers can understand that we do not control the US Government (boy would we change a few things if we could). All the best - Susanne Dawursk, Founder Ride or Die Equestrian Shop.