Delivery & Returns Policy


How will my order be shipped?

Domestic orders will most frequently be shipped by Australia Post. Customers may choose standard or express services, tracking information is provided to the customer in the dispatch notification email sent to the address provided. 

For orders over 20kg, you have the option of accepting shipping by the Australia Post integrated set price (max 22kg gross packed weight), or by requesting an optional courier quote, for which your order/invoice will be amended to include the most competitive fee requiring a separate payment, either by logging on again to pay the balance owing, or by calling us for an alternative payment option. 

Once an order has been accepted by the shipper, the circumstances are beyond our control, and we shall not be liable for any loss or damage due to failure to deliver the goods.

Goods shipped by Australia Post or courier are shipped with "Authority to Leave" and with no insurance cover. Customers specifically requiring Signature on Delivery, and/or insurance cover should contact us for payment of additional costs.

It is the responsibility of the customer to provide accurate shipping address and contact details. Where the customer has requested the shipper to "leave at the front door", or "leave at the gate", or similar, or has given "Authority to Leave", the consignment is not insurable and neither we nor the shipper accept any responsibility. Please ensure that your phone details are correct, and that our emails can be delivered to your inbox.


If goods arrive in a damaged condition, then photographic evidence of both the packaging and goods should be provided within 48hrs of delivery, as indicated by tracking information. Photos may be sent to either:

  • 0421 167334

  • 0417 466764

  • or by email to

Returns POLICY

WHAT can be returned?
Most items can be returned for credit or exchange, except for the following:

  • Veterinary preparations 

  • Supplements

  • Items classified as "Dangerous Goods"

  • Custom orders, due to incorrect choices, or change of mind. 

All returns should be returned in original packaging, and must be in as new, re-saleable condition, with no evidence of damage or soiling, and with any tags/warranty information/usage instructions intact.

All items returned for exchange should be carefully wrapped and packaged, at least equal to the standard of packaging in which they arrived. 

WHEN do items need to be returned by?
Items for return or exchange should be shipped within 7 days of delivery, as indicated by tracking information, and a return tracking number provided by phone, text or email.

WHERE do items need to be returned to?
Returns by post should be addressed to:

Equine Performance Pty Ltd, 142 Bocks Rd, Oakville, NSW 2765

Opening hours are 10-5 weekends and Public Holidays, or 7 days 8am-10pm by appointment to 1300 886968 or 0483 930025 

SHIPPING for returns
Original shipping rates are only refundable if the item arrives damaged or faulty. Photographic evidence should be provided within 48hrs of delivery, as indicated by tracking information. Photos may be sent to any of the mobile phone numbers given above, or by email to

Shipping for items returned and/or exchanged due to incorrect choices, or change of mind, will be the responsibility of the customer.

PLEASE NOTE: It is the customer's responsibility to ensure that return shipping methods are appropriate to the item, and that all regulations applied by couriers or Australia Post are adhered to. 

CREDIT for returns
Provided all return conditions have been met, and no exchange item is required, credit will be refunded by the original method of payment: credit card, Paypal, EFT, Zip Pay or Afterpay. Customers may also choose to maintain a credit on their account.

For items purchased through Afterpay, customers should refer to Afterpay Returns/Refunds

Please note: Customers choosing to pay through Afterpay or Zip Pay should be aware that cancellation of an order, by customer choice, and due to no fault of our own, will have the non-refundable merchant fees deducted from the refund amount. Full refunds are only provided if a problem with the order is attributable to us, in which case we will accept responsibility for the loss of merchant fees. Afterpay terms are publicly visible on the Afterpay website here under the Help menu/help for merchants/managing orders/merchant returns-refunds. It states “Afterpay Merchant fees are non-refundable in the event of a refund.”

For full details of our policies, please refer to our Terms & Conditions of sale