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FAQ

Usher Brand Silver & Saddlery – Order, Shipping & Return Policy

MADE-TO-ORDER PRODUCTS

Usher Brand Silver & Saddlery products are primarily made to order.

  • Silver Production Time: Approximately 4–6 weeks
  • Leather Items: Approximately 12–16 weeks
  • Saddles: Approximately 12–24 weeks (3–6 months) depending on time of year and build complexity

⚠️ Production time for silver and trophy items does NOT begin until:

  • Final design has been approved by the customer, and
  • Required deposit has been received

Delays in approval or payment will delay production timelines.

Once your order is placed, you will receive a confirmation email. Production begins after all required approvals and deposits are completed.

For rush orders or timeline requests, please contact:
📞 623-980-2833
📧 orders@usherbrand.com

WHEN WILL MY ORDER SHIP?

Some in-stock or tack shop items may ship immediately. Custom and made-to-order items require production time.

  • Silver: ~4–6 weeks (after design approval & deposit)
  • Leather: ~12–16 weeks
  • Saddles: ~12–24 weeks (seasonal variation)

If you need a specific timeline, contact us before purchasing.

SHIPPING POLICY

Shipping rates are calculated at checkout. In some cases, actual shipping costs may exceed calculated rates, and additional charges may apply.

We ship via carriers such as UPS and USPS.

INTERNATIONAL SHIPPING (INCLUDING CANADA)

We ship to the United States and Canada.

  • Customers are responsible for all duties, taxes, brokerage, and customs fees
  • These fees are not included in your checkout total

For countries outside the United States or Canada, orders must be placed by phone.

HOLIDAY, EVENT & HIGH-VOLUME DELAYS

During peak seasons — including Black Friday, Thanksgiving through Christmas, NFR (National Finals Rodeo), and other high-volume or event-driven periods — production timelines may extend beyond standard estimates.

All production and delivery timelines are approximate and not guaranteed, especially for event-based or deadline-driven orders.

We strongly recommend placing orders well in advance and contacting us directly for any time-sensitive requests or expedited options.

BACKORDERS

If an item becomes unavailable or delayed:

  • You will be notified via email
  • Orders are typically shipped complete unless otherwise requested
  • Contact us if you prefer partial shipments (additional shipping charges may apply)

UNDELIVERABLE / RETURNED PACKAGES

If a package is returned due to:

  • Incorrect or incomplete address
  • Unclaimed delivery
  • Refusal
  • Carrier issues marked “Return to Sender”

We will contact you to correct the issue.

⚠️ Customer is responsible for additional shipping charges to resend the package

RETURNS & EXCHANGES

GENERAL RETURN POLICY

  • Returns must be approved in advance
  • Items must be in new, unused condition
  • Returns are subject to a 25% restocking fee

RETURN SHIPPING RESPONSIBILITY

  • Customer is responsible for all return shipping costs
  • Original shipping charges are non-refundable
  • If an item is defective or incorrect due to our error, Usher Brand will cover return shipping

SADDLE RETURNS

  • Saddles must be reported for return within 14 days of delivery
  • Saddles must be returned in new, unused, and rideable condition

⚠️ Any saddle that shows signs of use beyond basic fitting (including extended riding, wear marks, or damage) is not eligible for return

  • Saddles must be resold before any refund is issued
  • Refund will be issued minus a 25% restocking fee
  • Customer is responsible for all return shipping costs

Fit & Use Disclaimer

Proper saddle fit depends on multiple factors including horse conformation, conditioning, and pad selection.

  • We strongly recommend confirming fit prior to riding extensively
  • Saddles are not intended for extended trial use

⚠️ Saddles used for an extended period (beyond initial fitting) will not be accepted for return due to fit or preference

SILVER, TROPHY & SMALL LEATHER RETURNS

Standard (Non-Custom) Items

  • Returns must be approved in advance
  • Items must be in new, unused condition
  • Subject to a 25% restocking fee
  • No exceptions

Trophy & Engraved Items

Due to the custom nature of trophy and engraved products:

  • Once wording, engraving, or customization has been approved and completed, all sales are final
  • No refunds or returns on engraved or customized trophy items
  • In some cases, items may be eligible for correction or rewriting for an additional charge, depending on the item and design
  • Customer is responsible for approving all spelling, wording, and layout prior to production
  • Quoted timelines are estimates and not guaranteed, especially for event-based or deadline-driven orders

CUSTOM ORDERS (FINAL SALE)

Due to the nature of custom work:

  • No refunds on custom saddles or custom silver
  • Includes items with:
    • Initials
    • Brands
    • Custom tooling
    • Any design modifications

Once a deposit is placed, the order is considered final.

If there is an issue, Usher Brand must be given the opportunity to repair, adjust, or correct the product.

WARRANTY

We stand behind our craftsmanship.

All Usher Brand Saddles include a warranty.
For more information about warranty coverage, please contact us directly.

CONTACT

📞 623-980-2833
📧 orders@usherbrand.com