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Help Center | Kerrits™

Help Center

Most Popular Questions

How do I return an item?

How to Return Your Order (U.S. only)

We hope you enjoy your new Kerrits riding apparel and footwear! If you need to return an item purchased at Kerrits.com, Kerrits will provide one free return shipping label for returns made within 30 days of purchase. After 30 days, customers are responsible for return shipping costs. Items must be returned in new condition with all tags and original packaging included. From time to time, we will have items designated as “Final Sale.” These are closeout items being offered at deep discounts, so they are not eligible for return or exchange.

If your item is damaged and your purchase date falls outside our standard return window, please contact customerservice@kerrits.com. Return requests outside the standard timeframe will be reviewed on a case-by-case bsais and are subject to acceptance at the discretion of EQL by Kerrits.

If you need to return an item purchased at a Kerrits retailer or tack store, please return the item to the original place of purchase.


International Returns Policy

Returns on products purchased from the Kerrits website are available for 30 days after the order date. Customers are responsible for shipping costs to get the product back to the Kerrits offices. We recommend you use a shipping method that offers tracking services. Return directions are provided on your packing slip, or you can contact Kerrits Customer Service at wecare@eqlbykerrits.com.

Send returns to:
Kerrits Activewear

154 E. Bingen Point Way,
Bingen, Washington 98605
USA


Final Sale Items

From time to time, we will have items designated as '"Final Sale". These are closeout items being offered at deep discounts so they are not eligible for return or exchange. These items will be labeled 'Final Sale'.

How do I exchange an item?

If your order is within the U.S., we do offer exchanges. To exchange an item, simply follow the same steps outlined above to return your order through our Returns Center and choose your replacement item after selecting the item you’ll be sending back. You will be issued an Instant Credit you can use to purchase a replacement item right away. We ship exchanges immediately, even before we receive your original order.

To avoid being invoiced for the exchange order, please be sure to ship your return order within 7 days of starting your return using only the assigned return label.

From time to time, we will have items designated as “Final Sale.” These are closeout items being offered at deep discounts, so they are not eligible for return or exchange.

Can I change or cancel my order?

Once an order is placed, it can't be altered or changed. We offer free shipping within 30 days of purchase for a refund on purchases made within the US, for any item. Use our returns process to create a prepaid UPS return shipping label.

My item is damaged, how do I get it replaced?

Please contact our Customer Service Team at customerservice@kerrits.com with your order number, item name, color and size of damaged item and the type of damage. Our Team will assist in getting you taken care of.

Return requests outside the standard timeframe will be reviewed on a case-by-case bsais and are subject to acceptance at the discretion of EQL by Kerrits.

My order hasn't arrived yet, can I get an update?

Please log into your account through the 'Log In' button found in the header on the header and review your order history. Your tracking information can be found there. It may take up to 48 hours after an order has shipped for tracking information to appear. You can also track your order from your Shipping Confirmation email.

Returns & Exchanges

U.S. Return Policy

We hope you enjoy your new Kerrits riding apparel and footwear! If you need to return an item purchased at Kerrits.com, Kerrits will provide one free return shipping label for returns made within 30 days of purchase. After 30 days, customers are responsible for return shipping costs. Items must be returned in new condition with all tags and original packaging included. From time to time, we will have items designated as “Final Sale.” These are closeout items being offered at deep discounts, so they are not eligible for return or exchange.

If your item is damaged and your purchase date falls outside our standard return window, please contact customerservice@kerrits.com. Return requests outside the standard timeframe will be reviewed on a case-by-case bsais and are subject to acceptance at the discretion of EQL by Kerrits.

If you need to return an item purchased at a Kerrits retailer or tack store, please return the item to the original place of purchase.

A Note About Returns

The Kerrits Bunch is working in a limited capacity to maintain safety standards. We'll work hard to take care of your return quickly, but please be patient, as processing times may be 5-10 business days from when we receive your return. Thanks for understanding.

If you need any help with your return, contact Kerrits Customer Service at 800-274-7946 or email us at customerservice@kerrits.com. We are available by phone Monday through Friday 7:30 AM to 4:30 PM PST.

How do I start a return or exchange? (U.S. Only)

If you have an item you would like to return or exchange, visit our Return Center to start your return or exchange. You’ll need the email address associated with your purchase, or order number and shipping zip code. One free return shipping label is available per order for returns within 30 days of your order within the Continental U.S.

Return requests outside of this timeframe will be reviewed on a case by case basis and are subject to acceptance at the discretion of Kerrits. Please contact customerservice@kerrits.com for assistance.

Please allow 15 days from the day of return delivery for the return to process and the refund to post to your credit card.

From time to time, we will have items designated as “Final Sale.” These are closeout items being offered at deep discounts, so they are not eligible for return or exchange.

How much do returns cost?

Exchanges and returns for U.S.-based orders are free within 30 days for eligible products. For orders made outside of the U.S., customers are responsible for the cost of return shipping. We will refund your original form of payment less return shipping costs.

Preparing your item for return

A prepaid UPS label will be assigned to all domestic return requests. Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label which will also be sent to your email.

If possible, please ship your return in its original packaging to protect it from damages during transit. If you no longer have the original packaging, ship your return in your own packaging or materials provided by your local courier. Include your Packing Slip in the box, along with the product you’re returning if you have it.

You may take your package to any UPS location. Your Kerrits prepaid label is specific to your return request. To avoid delay in processing, please include only the approved items in your return package. Please do not combine return orders in one shipment.

Where can I find my shipping label?

Once you initiate your return through our Returns Center, you’ll receive step-by-step instructions and a return shipping label which will also be sent to your email.

Can I make an exchange? Yes! (U.S. Only)

Yes! If your order is within the U.S., we do offer exchanges. To exchange an item, simply follow the same steps outlined above to return your order and choose your replacement item after selecting the item you’ll be sending back. You will be issued an Instant Credit you can use to purchase a replacement item right away. We ship exchanges immediately, even before we receive your original order.

To avoid being invoiced for the exchange order, please be sure to ship your return order within 7 days of starting your return using only the assigned return label.

From time to time, we will have items designated as “Final Sale.” These are closeout items being offered at deep discounts, so they are not eligible for return or exchange.

What is an Instant Credit?

While processing a return via the Returns Center, you will receive a temporary Instant Credit equal to the value of the returns you’re sending back. You can use this Credit to buy something new without having to wait for your return refund. We ship exchanges immediately, even before we receive your original order. Once we receive your original item(s), we'll deactivate any unused Credit and refund the outstanding balance back to your original form of payment.

How do I use my Instant Credit?

You'll use your Instant Credit code at checkout, similar to a gift card. The Credit amount will be for the amount of the items being returned. Simply enter the voucher code in the Discount Code box provided during your checkout, the same way you would a gift card. If you use Credit and the price of the new order is less than your Credit amount, you will be refunded the remaining amount to your original payment method once the return has processed in the Kerrits returns warehouse.

What if I don't use my Instant Credit?

Instant Credit comes with no strings attached. Any unused portion of the Credit will be refunded back to your original payment method.

International Return Policy

Returns on products purchased from the Kerrits website are available for 30 days after the order date. Customers are responsible for shipping costs to get the product back to the Kerrits offices. We recommend you use a shipping method that offers tracking services. Return directions are provided on your packing slip, or you can contact Kerrits Customer Service at customerservice@kerrits.com.

Send returns to:
Kerrits Activewear

154 E. Bingen Point Way,
Bingen, Washington 98605
USA

Will I get a refund if I return an item purchased as part of a BOGO promotion?

When purchasing items as part of a Buy One Get One (BOGO) promotion, the promotional discount is based on the lowest item, then applied to each proportionately. If you choose to return any of the items, your refund will be reduced to the discounted amount for each item.

Here are some examples:

Buy One, Get One Free: If your first qualifying item is $60 and your second qualifying item is $40, the $60 item will be discounted by $24 and the $40 item will be discounted by $16, which gives a total discount of $40. If either item is returned, the return value will be equal to the original purchase price reduced by its prorated discount.

Buy One, Get One 50% Off: If your first qualifying item is $60 and your second qualifying item is $40, the $60 item will be discounted by $12 and the $40 item will be discounted by $8, which gives a total discount of $20. If either item is returned, the return value will be equal to the original purchase price reduced by its prorated discount.

Shipping

How do I track my order?

Please log into your account through the 'Log In' button found in the header on Kerrits.com and review your order history. Your tracking information can be found there. It may take up to 48 hours after an order has shipped for tracking information to appear. You can also track your order from your Shipping Confirmation email.

What are my shipping options?

Standard orders are shipped via UPS Ground.

UPS Expedited is available for orders you need sooner than our standard 5-7 business days. Please note that you must provide a physical address for UPS options as they do not ship to PO Boxes. Expedited UPS options do not deliver on weekends or holidays.

Orders received Monday-Friday will ship within 1-2 business days.

When your order is shipped, you will receive a shipping status email that includes a tracking number and link to the appropriate shipping company's website to allow you to track your order online.

International Customers

Delivery Times

Orders are shipped via US Postal Service, International Priority mail. Please allow 2-3 weeks for delivery.

Customs, Duties, and Tariffs

Customers are responsible for all duties, taxes, customs charges, and any other fees that may be required to receive delivery of an order. Kerrits does not charge for any duties, taxes, VATs, or tariffs on international shipments. Contact your local customs office for more information.

International Return Policy

Returns on products purchased from the Kerrits website are available for 30 days after the order date. Customers are responsible for shipping costs to get the product back to the Kerrits offices. We recommend you use a shipping method that offers tracking services. Return directions are provided on your packing slip, or you can contact Kerrits Customer Service at customerservice@kerrits.com.

Send returns to:
Kerrits Activewear

154 E. Bingen Point Way,
Bingen, Washington 98605
USA

Once your return is received and processed, we'll email you a Refund Confirmation email to let you know that a refund has been processed. Your refund will be issued against the original payment method.

Return Processing Time

The Kerrits team is working in a limited capacity to maintain safety standards. We'll work hard to take care of your return quickly, but please be patient, as processing times may be 5-10 business days from when we receive your return. Thanks for understanding.

If you need any help with your return, contact Kerrits Customer Service at 800-274-7946 or email us at wecare@eqlbykerrits.com. We are available by phone Monday through Friday 7:30 AM to 4:30 PM PST.

International Shipping Offers and Exclusions

Due to the high cost of shipping internationally, we cannot apply free shipping offers to international orders.

Afterpay

What is Afterpay?

Afterpay is a service we added to Kerrits.com to offer our online customers the ability to make purchases now and pay for them in four payments made every two weeks without interest.

How do I use Afterpay?

Just shop on Kerrits.com and check out as usual. At checkout, select "Installments by Afterpay" as your payment method. Do not enter in your card information.

After completing checkout, you will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you've used Afterpay before, just log in to your Afterpay account. Complete your purchase through Afterpay.

You will get an order confirmation email from Kerrits.com once your order has been processed.

How does the Afterpay payment schedule work?

All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are then charged automatically to your selected payment method every two weeks in installments. If you would like to make additional unscheduled payments before they are due, you may log into Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly.

You can log into your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

What if I cant pay an Afterpay installment?

If funds are not available or you otherwise do not make your payment when it's due, late fees may apply. Click here for complete terms.

Where can I use Afterpay?

Afterpay can only be used on purchases made on the kerrits.com website. Afterpay cannot be used as a form of payment for purchases made at any of our Kerrits retailers.

When will my items be delivered if I use Afterpay?

Afterpay orders are delivered within our standard shipping timeframes like any order from Kerrits.com.

What products are not eligible for Afterpay?

Afterpay cannot be used on E-gift Cards or on any personalized items as these items are non-refundable.

How do I return or exchange an item purchased with Afterpay?

Returns of items purchased with Afterpay can be made in accordance with EQL Return Policy. Use our online return portal to print a return label.

If you need to return an item, you can do so for free within 30 days of purchase if you are within the continental U.S. If you need to return an item after 30 days from purchase date, you will be responsible for return shipping costs.

Can I use Afterpay if I'm an international customer?

Afterpay is only offered to our customers who have a U.S. billing address, U.S. shipping address, a U.S. Visa or Mastercard (credit or debit), and a U.S. mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

Where can I find out more about Afterpay?

Visit the Afterpay website here for a comprehensive list of FAQs and check out Afterpay's Privacy Policy found here.

If you have any questions about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or use the contact form found here.

Ordering

How do I order?

Thanks for shopping on Kerrits.com. When you are ready to select items to purchase, here are some simple steps that may help:

  • Click on an item to go to the next page with color and size details for the item
  • Click your size bubble to see colors available
  • Add items to your shopping cart
  • When ready to check out, enter a shipping address
  • The shipping methods and rates will be shown to choose from
  • Enter any promo code you may have received
  • Continue to payment method and billing address information

I'm a first time customer. How do I create an account?

As a new customer, you will not be asked to log in at checkout. Click on the “New Customer” link on the page that follows the shopping cart. The information you provide during checkout will be saved to a secure account that you can later access to track orders or request a return or exchange, and for ease in ordering Kerrits again.  An account may only have one email associated with it, but you can update your email by logging in to your account.

May I checkout as a guest?

Yes, you can. You will still need to provide an email address for order tracking purposes.

How do I use my promo code?

Enter your code at checkout exactly as it appears in the email, printed offer or webpage. Click "Apply" and your discount will be detailed in the payment summary. Only one promo code is allowed per order. You can find additional Terms & Conditions detailed on the original offer.

May I order over the phone?

No, Kerrits does not accept phone orders.

Do you charge sales tax?

Yes. Kerrits charges sales tax on orders, based on the destination of the order, in accordance with state and local tax laws.

What forms of payment do you accept?

For purchases at kerrits.com, we accept payment by Visa, MasterCard, American Express, Discover, Apple Pay, Amazon Pay, Google Pay and Paypal.

Why does my billing address have to match my credit card billing address? 

We verify all transactions using Address Verification Service. All billing addresses must match the card billing address both domestic or internationally.

Is your site secure?

Absolutely. During the order process, all personal information is transmitted via Secure Socket Layers (SSL), the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. To be sure your connection is secure, look at the bottom status bar of your browser window during checkout. If you see an unbroken key or a closed lock (depending on your browser) the SSL is active and your information is secure.

Customer Accounts

How can I retrieve my password?

It’s easy to retrieve your password. On the first page of the checkout process, or on the Account login page, click the link that says “Forgot your password? Click here.” Enter the email address you used to set up your account (or the email address provided during your initial purchase) and click on the “send” button. You will receive your password in a message sent to the email address provided.

How can I retrieve previous order numbers?

You can retrieve previous order confirmation numbers by logging into your account. On the Kerrits.com home page, click on the “Log In” link in the header then click on “Recent Orders.” Here you will find complete details, including order confirmation numbers, related to previous purchases at kerrits.com.

Why do you require my email address?

Your email address is required so that we can communicate with you quickly and efficiently regarding your order(s). You will receive the following emails from us:

  • An order confirmation email will be sent after you click the "Complete Checkout" button.
  • Notification will be sent via email if there is a problem with your payment information, or if any additional charges are applicable, such as tax or additional shipping.
  • A shipping status email will be sent when your order's tracking information has been updated.
  • A final follow-up email will be sent 10 to 45 days after shipment to confirm your receipt of your order.

You may also choose to sign up for email notifications of special promotions that EQL by Kerrits offers throughout the year.

What is the purpose of having an account? 

During the checkout process, your information will be saved to a secure account. This account allows you to log in to track orders and request returns or exchanges. The account includes your billing and shipping information for faster checkout next time. The personal information in your account is not accessible to or shared with any third parties.

Gift Cards

Do you offer gift cards?

Yes! We have Electronic Gift Cards in amounts between $25 to $500.
Shop them here!

What is an E-Gift Card?

A Kerrits E-Gift Card is the perfect gift for any rider or horse lover. The E-Gift Card will be sent via email to the buyer and can be printed or forwarded to the recipient to redeem only at Kerrits.com. Each E-Gift Card contains a code to be entered at checkout. Kerrits E-Gift Cards can be ordered in set amounts from $25 and $500.

Are there shipping charges on E-Gift Cards?

There are no shipping costs for the Kerrits E-Gift Cards as they are sent via email to the buyer. E-Gift Cards are sent separately from other items ordered at the same time, so shipping charges will still apply to other merchandise.

Do you sell physical gift cards?

No we only offer electronic gift cards which can only be redeemed at Kerrits.com. The electronic gift cards are emailed to the buyer and can be forwarded to the lucky recipient or printed if a physical copy is needed.

How can I redeem my Kerrits E-Gift Card?

To redeem an e-gift card online, enter the gift card code on the Shipping page at checkout. Gift cards can only be used at Kerrits.com and not at any retail store.

How can I check my E-Gift Card balance?

You can check the balance of your E-Gift Card at any time by calling customer service at 800-274-7946. You will need the code found on your E-Gift Card to check the balance.

Can I reload my E-Gift Card?

No. Our E-Gift Cards can only be used until there is no longer a balance.

Are E-Gift Cards refundable?

No, our E-Gift cards are NON-REFUNDABLE. Please note that we are unable to reissue E-Gift cards that have been lost or stolen.

Why can't I find my E-Gift Card?

It may be tucked away in your spam folder. Be sure to check all your folders in your email account. Still having trouble? Contact us at 800-274-7946 and we will be happy to assist. Please note that we are unable to reissue E-Gift cards that have been lost or stolen.

What time will me scheduled E-Gift Card be sent to the recipient?

When you purchase an E-Gift Card on Kerrits.com, it will be sent out at the same time the gift card was purchased, on the scheduled date.

Meaning, if you purchase the E-Gift Card on Monday at 2pm, and schedules it to be sent out on Thursday, the gift card will be sent out on Thursday at 2pm.

E.g. I am living in New York and purchased a scheduled E-Gift Card on the 22nd of December at 9:00 AM ET to be sent on the 25th of December. This E-Gift Card is being sent to my Aunt in London.

This E-Gift Card will be sent on the 25th of December at 9:00 AM New York Time, so my Aunt in London will receive it at 2:00 PM, GMT (her time).

Need Help?

Our customer service team would be happy to help!

Call toll-free: 
800-274-7946
(From inside the U.S.)

1-509-493-4187
(From outside the U.S.)

Dial 3 for Customer Service

Email: customerservice@kerrits.com

Office Hours: Monday - Friday 7:30 am to 4:30 pm PT

 

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