Frequently Asked Questions - Horse Scout Design

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Frequently Asked Questions

Orders

Will I receive an order confirmation? 

  • Once your order has been placed, you will receive an email confirmation listing the items ordered as well as the delivery details.

How can I update my account information?

  • You can update your account details by logging into your account – located at the top right on the site – and editing the relevant section.

 

Payment

What payment options do you offer?

  • Payments from all major card providers are currently accepted. We will be adding further options such as Apple pay in the near future.

My payment isn’t working? 

  • Please contact the team on 866-312-6668 or [email protected] and we will look into this for you.

My coupon code isn’t working?

  • Most coupons have expiry dates which might be the reason the code does not work. Please contact the team on 866-312-6668 or [email protected] and we can look into the issue.

How do I use a coupon code/ gift voucher on the website?

  • Your coupon code can be applied once you are ready to buy. Choose your items and head to your shopping cart, enter your coupon code into the empty field and click ‘Apply’, this will automatically calculate your discount. You can then ‘Proceed to Checkout’ to complete your purchase. 

 

Delivery

How much is delivery?

  • Delivery is calculated at the checkout based on the product weight and your location, shipping is free for orders over $75.

How long does delivery take?

  • We aim to have all orders delivered within seven days of being ordered although this may take longer during busier periods. Once your order has been dispatched, you will receive a shipping confirmation email containing the tracking information for your parcel so that you can keep an eye on your package. 

Do you deliver outside of the US?

  • We do not currently deliver outside of the US but shipping to other regions is coming very soon!

How can I track my order?

  • You can keep an eye on your order using the link and tracking number provided in your shipping confirmation email.

Do you offer a next day or same-day delivery service?

  • Express delivery can be arranged, please contact the team on 866-312-6668 or [email protected] and we can quote for custom delivery.

Can I change or cancel my order after it has been shipped?

  • You are unable to change or cancel your order once it has been sent to production. If you have any alterations you would like to be made, please contact the team as soon as possible on 866-312-6668 or [email protected] and they will do their best to assist you.

Can I change the address on my order?

  • We are unable to change the delivery address once the order has gone through to production. If you do need to make any changes, please contact the team as soon as possible on 866-312-6668 or [email protected] who will do their best to assist you.

 

Returns

How can I return a product or order?

  • If you’re not satisfied with the final product for any reason, you may return all or part of your purchase for a replacement or refund within 30 days of receipt. Contact the Horse Scout team on 866-312-6668 or [email protected] who will be happy to help resolve any issues experienced.

Something is missing from my order?

  • If you are missing anything from your order, please contact the team on 866-312-6668 or [email protected] who will be happy to help.

Something is damaged in my order?

  • If your order arrives damaged, please contact the team on 866-312-6668 or [email protected]ut.com for a replacement, to better our products and service to our customers, we may ask for photographs of any manufacturing defects.

Do I have to pay to return an item?

  • If you are returning a faulty or incorrect item, you will not have to pay to return.

How long will it take to get a refund?

  • If you have requested a refund, please be advised once issued, funds usually take 7-10 days to appear on the card/ bank account used to make the purchase. An email will be sent to confirm once the refund has been processed.

 

Personalized products

How do I personalize a product?

  • To personalize, select your chosen product and size, you can then add the image that you require and further personalize by adding text and a background colour. You can change the orientation, size and rotation of the image and add text in an array of colours, sizes and fonts. Please note, it is advised that you use high-quality images for the best possible outcome.

What can I personalize on the products?

  • You have several options when it comes to personalization. Some items can be printed on both sides so you are able to select two images. You can change the orientation, size and rotation of the image, as well as change the background colour, and add text in an array of colours, sizes and fonts. 

What is the best photo resolution to upload?

  • We recommend that you only use high-resolution images to upload onto products to avoid distortion and blurring. 

 

Troubleshooting

  • Why can’t I login?

If you are having problems logging in to your account please contact the team on 866-312-6668 or [email protected] who will be happy to help.

 

Artists

How do I get started as an artist with Horse Scout Design?

  • To register your interest to become an artist, please contact the team on [email protected] or call 866-312-6668 and a member of the team will talk you through the next steps.

How will it work?

  • A dedicated artist portal is being created to give you full control. You will be able to upload your artwork to your profile, choose the products your artwork is sold on and set your pricing. The Horse Scout Design team will take care of everything else from transactions and printing, to delivery and customer service. 

How much could I earn?

  • Unlike other platforms, Horse Scout Design gives you full control over the price your products sell for. The base price is set to cover our service and cost of making the product, you are then free to set the price your products are sold for

How and when do I get paid?

  • The commission earned from products sold will be paid into your designated bank account on a quarterly basis.

 

Contact

How can I get in touch with you?

  • Please do not hesitate to contact the team if you have any questions using the following information.
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