All packages are sent via registered mail, it is necessary that there is someone at your residence to receive the package (they need a signature), otherwise they will leave a notice, if you fail to respond to the notice the package may be sent back. Please keep track of your mail. We have no control over the packages after they are left at the post office.
Please remember that our products are handmade to order, therefore we need 15 working days for production and handling plus shipping, the 4 weeks* start on the date of shipping, no in the date the order was placed.
You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
For the United States your order will be delivered by USPS. Other countries deliveries will be via your national post, contact us if you need more info about this.
For Holiday Season it is possible that delivery times may be longer than usual, sometimes post can take 2 months to arrive, this delays unfortunately are out of our control, your limit date to order and receive before christmas is by mid October, later than that the parcels will not arrive on time and cant take responsibility on that matter.
*Unfortunately we can´t commit with any specific date of arrival in orders shipped from mid-November to January (sometimes transit could take up to 2 months) We appreciate your understanding and patience, since post is very busy worldwide.
To get an ETA please add up the days.
+ Fabrication time:
Up to 15 days in handmade to order items (aproximately times)
None for handmade stock/sale items.
Up to 5 days for all packages
South America: up to 4 weeks
US and Canada: up to 4 weeks
Europe: up to 4 weeks
Asia & Australia: up to 4 weeks
Please keep this aprox dates in mind when expecting your package.
Express shipping options
We also offer Mexpost (EMS) which is cheaper than a private courier. Please contact us for rates. Please note that upgrading shipping to express doesn´t mean we will make the product faster, just they will be delivered faster than using regular post.
South America: 7 to 10 working days
US and Canada: 7 to 10 working days
Europe: Up to 15 working days
Asia & Australia: Up to 15 working days
Shipments by Fedex, UPS o other carrier can also be requested.
Delays and Returns
.- All orders will ship to the address provided on your receipt, if you need to change the address please contact us the faster possible. (Please note the address won´t change in your receipt, we can´t edit that.)
.- Items are sometimes sent back due to various issues such as custom duties, unclaimed packages, non-calling, etc. If this happens and your package is sent back to us you must repay for the shipment of the item and we will resend it to you, but only once we receive it back, not before. Your item will not be remade, it is the buyer’s responsibility to keep track of your mail, change a address or leave it with someone you trust.
.- If your parcel was returned to us and after 2 months that we contact you about and we do not receive any answer we can´t take any responsibility on it. There won´t be refunds or send it again.
CUSTOMERS ARE RESPONSIBLE FOR ALL TAXES OR CUSTOM FEES CHARGED IN YOUR HOME COUNTRY. GOLDEN PONIES IS NOT RESPONSIBLE FOR THE PAYMENT OF THIS DUTY. WE ONLY CHARGE COST OF PRODUCT + SHIPPING.
.- Please note that you must wait at least 3 to 5 weeks from the date their item is shipped before claiming a package missing. After this time please contact us the soonest possible if you have not received your parcel.