Policies
WARRANTY:
~ We provide our customers the highest quality products that we can. Everything is handmade using the finest quality products that we can get, including Swarovski crystals and stainless steel hardware. We stand behind the products we make 100% and offer a lifetime defect guarantee on all work. This lifetime doesn't just stop at the original purchaser, as long as TLCT is still in business the warranty applies to any owner the tack has.
~ If any damage/defect occurs you can ship the item to us and we will repair or replace it and then ship it back to you. The repairs are FREE of charge; you’ll just pay the shipping to send it to us. We offer this lifetime warranty to any owner the tack has had, not just the original buyer.
~ We also repair any damages that may have been accidental; a dog chewing his beautiful new collar end, your horse dragging his headstall around the arena or any other damages it may occur! On those types of damages, you just cover the cost of material and suppiles! Just message us for an address and we’ll start your warranty paperwork.
~ Any repairs are moved to the front of the work list so you won’t have to wait the current wait time to get your item back. We will also clean any item sent for repair.
~ It is the customer’s responsibility to use appropriate measures to maintain and protect your item/s. We will not warranty costs for product issues due to abuse or neglect, those will be repaired at cost.
DISCLOSURE:
~ Your wait time starts once we receive payment. Ex: if you order something and we quote you 4 weeks, but you wait a week to pay, it will be 5 weeks from the time you ordered.
* Our wait time may be shorter or longer than quoted, depending on certain circumstances, life does happen and most of the time I’m a one woman shop. If this is the case, we will let you know.
* If you need something by a specific date, please notify us before placing your order.
~ We honor a price quote for 30 days from the time given, after that you will have to ask for a new one if you haven't placed an order.
~ We accept 60% down to start an order and to get your name on the wait list. You have 7 days from the time of completion to pay the remaining balance. If the remaining balance remains unpaid, you lose the 60% down and we reserve the right to resell the tack at any price. Any and all payments are non-refundable.
~ All of our hides are leather cowhides, they are embossed to look like elephant, gator or ostrich hides. They are not real elephant, gator or ostrich hides, unless specified.
SHIPPING:
~ We ship using USPS, standard post office. Everything will either ship priority or first class.
~ You can purchase shipping insurance if you would like, it usually ranges from $1 -$7. Packages come with $50 insurance already.
~ Once an item ships, it is out of our control. Contact the USPS if you have questions about the whereabouts of your package.
~ We will try to send everyone the tracking numbers for their packages, if we forget you can politely ask for it.
RETURNS:
~ We do not accept returns on most custom items. There may be an occasional exception, so please contact us about any problems that may arise.
* If we agree to a refund, it is the buyer’s responsibility to ship the item/s back and we will refund once we get the item/s back.
CONCHOS:
~ Swarovski crystals are the only brand we use for our handmade crystal conchos. They are incredibly strong and durable with unsurpassed brilliance. Swarovski crystals may, however, break due to impact or excessive abrasion. Furthermore, proper cleaning and storage is necessary to ensure the crystal's platinum backing is not compromised.
~ We will replace any missing crystals on any conchos we make for free, for the life of the tack.
* This doesn’t apply to conchos we buy that are pre-blinged (prism conchos).
~ We do not replace missing conchos. It is your responsibility to tighten your conchos and make sure the screws are tight. (Clear nail polish or glue works well)
CARE:
~ When not being used, keep products in a cool dry location out of any direct sunlight and out of humid or moist conditions. Prolonged exposure to moisture will compromise the integrity of the stitching, leather, and adhesives used in manufacturing. Sunlight exposure can dry out the leather which will eventually cause it to weaken and crack. To prevent fading limit the direct sunlight exposure as much as possible.
~ Apply leather conditioner frequently or as needed on leather to help it retain moisture and pliability. Refrain from using solvent based oils or chemicals. Remove excess debris with a dry cloth before applying oil. We use Renapur on all items before shipping out.
~ To remove dirt from crystals, use a mild glass cleaner and a soft brush. Dirt can be removed from leather hides using a damp cloth. Exposure to corrosive substances (ex. Horse sweat) can break down the adhesives used in manufacturing, so it is important to clean tack on a regular basis.
~ Use a tarnish remover to clean any metal and follow the instructions on the bottle to clean any metal that has tarnished. Be careful not to get any excessive tarnish remover on the leather.
~ To clean fringe, spot wash using a soft cloth and mild soap. Damp fringe is prone to stretching, so use care when cleaning. Allow fringe to naturally air dry, and lay fringe flat to dry
~ Any and all photos we post are property of Twin Lakes Custom Tack. Any person/s who unlawfully takes or copies the photos can be prosecuted for copyright infringement. Photos in our “Customer Photos” have been used under the original photo owner’s consent, and cannot be reproduced or copied either. Under NO circumstance can ANY person/s post any of our photos on their own page and claim to be works of their own.
~ Due to the un-predictable nature of horses and/or other livestock and all activities surrounding them, Twin Lakes Custom Tack and its affiliates, workers, and owner(s) cannot be held responsible for any loss or damage caused while using any of our products.