FAQ
Find quick answers to your questions in our FAQ section below, designed to ensure a smooth shopping experience. If you have additional questions, our support team is at your service.
Brand Questions
Yes, Jackie & CO. is proudly Canadian, dedicated to horses and their riders where every rider-horse partnership can realize its full potential with class and distinction, free from limitations.
Learn more in our Our Story section.
We make most of our products in the beautiful Eastern Townships of Quebec, Canada, emphasizing high quality and performance.
While our main focus is on local craftsmanship, for certain products, we carefully choose the best materials and manufacturing processes from around the world.
This ensures a consistent standard of excellence and value in everything we offer.
Product Questions
Discover the distinction of our saddle pads, meticulously crafted with high-quality materials and innovative, next-generation design.
Experience unparalleled comfort, durability, and performance for both horse and rider.
Refer to our comprehensive sizing guides, designed to assist you in selecting the perfect fit.
Our customization options currently include personalized embroidery. For more details, reach out to our Customer Service Team.
Stay tuned for additional customization choices in the future.
Absolutely! Explore our collection of saddle pads designed for various disciplines, including Jumping, Dressage, Eventing, and more.
Yes, our saddle pads are designed for machine washing. Ensure proper maintenance and longevity by referring to the care instructions specific to each product.
Follow the provided guidelines for gentle washing and air drying, while avoiding harsh detergents, bleach, fabric softeners, and high heat.
Choosing a Versatile Saddle Pad:
Jackie’s thoughtfully designed Square Pads with girth straps offer freedom of choice regarding girth loop usage by providing enhanced stability for horses with longer withers while remaining optional for those with average withers, according to the rider’s preference.
Understanding Long Withers:
Horses with long withers may experience discomfort and performance issues due to saddle pads slipping backward during work. Girth straps on Jackie’s Square Pads serve a dual role by preventing slippage and enhancing stability for horses with long withers.
Warranty, Exchanges, Returns & Refunds
Each of our products undergoes meticulous quality control at every stage of manufacturing and before shipping.
Our 1-year warranty ensures protection against manufacturer defects, covering issues related to manufacturing, design, or materials.
However, this warranty does not cover damage caused by misuse, abuse, or issues unrelated to manufacturer defects.
We offer a 60-day return and exchange policy for products directly purchased from Jackie & CO.
If you bought the item from a retailer (tack shop), please contact them for their return policy.
Contact us within 60 days of receiving your order to address any concerns. We gladly authorize returns or exchanges for items in new, unwashed condition. We may also request a photo of the item.
Return/Exchange Steps:
- Securely package items and enclose a copy of your invoice.
- Use a carrier with tracking (UPS, FedEx).
- Important for returns from USA to Canada: Clearly mark on the box: "RETURN PRODUCT TO VENDOR."
- Original shipping charge (if applicable) is non-refundable.
- Exchanged items ship free to Canada or the USA (standard shipping).
- Refunds or charges for any price difference will be processed accordingly.
Exceptions:
- Custom embroidered products are non-returnable/refundable.
- Clearance items are not returnable.
Customers are responsible for return shipping costs to Jackie & CO.
However, for exchanges, Jackie & CO. provides free standard shipping for the new item.
If the product is undamaged and in new, unwashed condition, you are eligible for a full refund, excluding the original shipping charge (if any).
If a product is damaged due to misuse, abuse, or issues unrelated to manufacturer defects, you are not eligible for a refund.
Shipping
Yes, Jackie & CO. offers free shipping to Canada and the USA for orders over $100 (excluding taxes)
Our minimum order for Canada and USA is $25.00 (excluding taxes).
For orders between $25.00 and $100.00 (excluding taxes), there's a flat shipping fee of $15.
Free shipping is provided for Canada/USA orders over $100.00 (excluding taxes).
Canadian and USA orders typically ship within 2 business days for items in stock.
Standard delivery times typically range from 1 to 7 days after shipping, varying based on your location.
If you require expedited shipping, please contact us for assistance.
Yes, we offer worldwide shipping!
For any international shipping inquiries, please Contact Us – we're here to help!
We value your business. Any other questions? Let us know!
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