How long will my PolyPad take to arrive?
PolyPads take between 5-7 days to manufacture, and up to 14 days should embroidery be required. This period may change at busy times.
I haven’t received my confirmation email, what do I do?
Your confirmation email should arrive within seconds of your order being placed. Please ensure that you have checked your spam folders. If you have not received a confirmation email, please contact us on firstname.lastname@example.org to request your confirmation email.
I want to amend my order.
If you would like to amend your order, please contact us as soon as possible via email or telephone. Whilst every effort will be made to change the order to your requirements, we cannot always amend orders once they have entered production.
I want to cancel my order.
If you would like to cancel your order, please contact us ASAP on 01623 662181, or email@example.com. We cannot guarantee that we can cancel your order if it has already entered production.
My order has not arrived.
If your order has been sent but you’ve not received it within 2 working days, please contact us. All parcels are sent on a 48hour signed for service, so proof of delivery can be obtained.
I need to return my goods – how do I do this?
Please refer to our returns policy.
Which thickness do I need?
We understand that our horse/ponies change shape which could be many reasons – weight gain, weight loss or muscle wastage. The three thicknesses cater for varying levels of fitness, age and workload of your horse.
PolyPads should not be used as a remedy for an ill-fitting saddle; they are ideal for distributing pressure along the back and offering increased back support.
Our thicknesses are ‘Single’, ‘PlusOne’ or ‘Doubler’. The Single is our standard pad, with no additional inserts.
We offer the ‘PlusOne’ option within our pads; this is perfect for those who are slightly underdeveloped along the topline from a lack of fitness, or for those who have reduced from the thickest pad, the ‘Doubler’. The ‘PlusOne’ option includes one extra insert.
The ‘Doubler’ option is designed for horses who need a kinder fit when being re-introduced to work. The gentle, weight-distributing fit is the ideal way to begin recovery and move into a position of fitness. This consists of two inserts. The Doubler is a popular choice for racing yards.
How should my PolyPad fit?
It is important that you fit the PolyPad correctly to achieve the best comfort for your horse and to reduce the chances of the PolyPad slipping back. When you fit your PolyPad, ensure that it is pulled up into the gullet of the saddle to prevent bunching and rubbing, something that could also cause the PolyPad to slip back.
You will need to have approximately an inch of the PolyPad in front of the saddle to allow for it to grip and prevent slipping. This is very important to achieve a secure fit.
If your PolyPad slips, we would recommend that you speak with your saddle fitter to ensure that your saddle and PolyPad are fitting well together. It may be that your horse has changed shape and that a different fit is required.
I need bespoke measurements – can you help?
Yes, we can! Contact us on firstname.lastname@example.org with your required dimensions for a free quotation.
Can I have my logo embroidered?
Yes, we can embroider your logo from a JPEG, DST or EMB file. If your logo is supplied as a JPEG, the logo will need digitising. This is available for a cost of £25 per logo – you are able to keep a copy of this logo.