FAQ
ORDERS
We strive to process orders as quickly as possible, therefore we are not able to edit an order after it is placed. If the order has a mistake such as incorrect shipping address, please contact us ASAP so we can try to cancel & refund the order before it’s dispatched. We’re not able to refund orders once they have dispatched to the incorrect shipping address, so please double-check for accuracy before placing your order. If there was a mistake in item/size/color/etc and we are not able to cancel it before it leaves the warehouse, you can file a return once the order arrives.
If any item in your order arrives broken, damaged, or otherwise faulty, please email hello@xoshowpony.com photos of the fault and we will send you a free replacement.
Please do not discard the damaged item until we have contacted you, as we may ask for additional information to help prevent quality issues in the future.
If you receive the wrong item, please contact us so we can dispatch your correct order ASAP. We will arrange free return shipping of the incorrect item.
Contact us within 7 business days of the alleged delivery date, and we'll file a lost package claim on it.
You will receive an email from us when your order ships which includes your tracking details.
Shipping & Delivery
With the exception of weekends and holidays, orders ship within 1 day.
- Ships from Toronto, ON Canada
- Ships within 1 business day, Mon-Fri
- Canada Economy shipping: 1-3 business days
- U.S. Economy shipping: 2-5 business days
- Worldwide Economy: 5-10 business days
- Express options available
Here are the full details of our Shipping Policy.
Yes, we offer worldwide economy shipping (rates & shipping times available at checkout), and expedited international shipping is available for an added fee although we cannot guarantee the carrier's expedited shipping times.
If you are outside of Canada, please note that duties and/or VAT may be added by the shipping carrier depending on your region. We cannot refund orders that are abandoned in customs due to unpaid fees.
If you are outside of Canada, please note that duties and/or VAT may be added by the shipping carrier depending on your region. We cannot refund orders that are abandoned in customs due to unpaid fees.
Duty is exempt when the goods in a shipment are valued below or at these values, in these regions:
- Australia: $1,000 AUD and below
- United Kingdom: £135 GBP and below
- United States: $800 USD and below
- EU Countries: Duty is exempt when order value is €150 EUR or below. VAT is always charged, regardless of the order value.
This list is not exhaustive, values may change; please check local regulations. We are not responsible for any discrepancies.