Sorrel and Roan Terms & Policies
Order Fulfillment: We ship using USPS, UPS, and FedEx. Processing times may vary based on workload. During sales, promotions, and holiday seasons, processing times may be longer. If you need expedited shipping such as next-day or 2nd-day air, please call us to place your order directly.
Order Processing: No changes can be made after the order has been processed.
Cancellation Policy: Customers have 1 hour to cancel an order for a full refund after it has been placed. Customers have 3 days from the time of delivery to submit a return request and provide tracking information to receive a refund for the product.
Return Policy: You may return products within 15 days of receiving your order for a full refund, minus any applicable shipping.
Return Eligibility: To be eligible for a return, products must be unopened and unused. Additionally, they must be stored properly according to the instructions on the packaging. Returns may be denied if there are signs of improper storage, such as exposure to extreme temperatures or humidity. If a product has been opened or used, it may either be ineligible for return or subject to a partial refund, depending on its condition.
Picky Eater Clause: If your animal refuses to consume the product, you have 10 days from the date of purchase to initiate a return. Refunds will be issued for the product cost only, excluding shipping.
Return Shipping: It is the purchaser’s responsibility to cover the cost of return shipping unless otherwise discussed and agreed upon with Sorrel and Roan. An email with the return tracking number must be submitted to our customer service team to confirm the return. All returns should be sent to the following address:
Sorrel and Roan
PO BOX 1062
Meade, KS 67864
Damaged or Defective Products: If the product arrives damaged or defective, immediately email us at support@sorrelandroan.com with pictures of the damage to the shipping box and product. Our customer service team will contact you within 24-48 hours.
Address Policy: Sorrel and Roan is not responsible for incorrect or undeliverable addresses. It is the purchaser’s responsibility to confirm the correct shipping address before completing the purchase.
Pricing and Product Policy: Product prices and specifications are based on the information available at the time of posting and are subject to change without notice. All dimensions, weights, and carton counts are subject to standard deviations. Please be aware that products may have slight variations in color from item to item or batch to batch; however, the exceptional quality of our products will always reflect our high standards.
To initiate a return or for any questions, please contact our customer service team at support@sorrelandroan.com.
