Frequently Asked Questions
Here’s everything you need to know before you saddle up with Koolboo
When will my order ship?
We pack and send orders within 1–3 business days. Weekend or public holiday. It'll go out the next business day.
How much is shipping?
- Standard: $9.95 or FREE over $150
- Express: $14.95 Australia-wide
Aussie-only for now – but international is coming!
How do I track my order?
We’ll email you tracking info once your order ships. Can’t find it? Check your junk folder or email info@koolbooequestrian.com.
Can I return or exchange something?
Sure thing! As long as it’s unworn and has tags, you’ve got 14 days from delivery. Full details are in our Return Policy.
How do I choose my size?
Check out our Size Guide. Still unsure? Email us — we’re here to help you find the perfect fit.
What’s a pre-order?
Pre-orders let you reserve styles before they drop. We take payment up front, and ship by the estimated date listed on the product page. You can cancel within 48 hours of ordering.
Can I cancel or change my order?
If it hasn’t shipped yet, we’ll do our best! Email info@koolbooequestrian.com right away with your order number.
What payment methods do you accept?
Visa, Mastercard, AMEX, PayPal, Apple Pay, Google Pay, Shopify Pay – and Afterpay if enabled.
Do you offer gift cards?
Yes! Koolboo gift cards are delivered by email. Great for picky pony lovers 🎀
Do you offer local pickup?
Not yet – we’re an online-only brand based in QLD. But we’re dreaming big, so stay tuned!
Still need help?
We got you. Email info@koolbooequestrian.com and we’ll reply within 1–2 business days (usually faster!).
