Frequently asked questions

Ordering

Will I receive the same product I see in the picture?

Yes. Product photos show the exact hobby horse or tack item you are ordering, in the size and finish described. Because many pieces are finished by hand, small differences in mane, stitching or colour tone between two of the same model are normal, so the item you receive may vary slightly from the photo while still matching its description.

Do I need an account to place an order?

No. You can check out as a guest with just an email address and a delivery address. Your order confirmation and tracking are emailed to you either way.

Can I change or cancel my order after placing it?

Yes, at no cost, as long as it has not shipped yet. Call +1 646 838 0288 or email contact@toppsuefa.com with your order number as soon as possible. Once a package is with the carrier it can no longer be cancelled, but you can still return it under our returns policy.

Do you restock items that show as sold out?

Sometimes. Limited editions are produced in small runs, so once our stock of one sells out it may not come back. Email us the product name and we will tell you honestly whether more is expected.

Can I order a full set or a larger quantity?

Yes. If you would like a matching set, or several of the same item for a club, school or event, email contact@toppsuefa.com with the product and quantity and we will tell you what we can supply.

Shipping and delivery

How much does shipping cost?

Standard shipping is free on every order, with no minimum spend. There are no handling, packaging or insurance surcharges — the price on the product page is what you pay, plus any applicable sales tax shown at checkout.

How long will my order take to arrive?

Orders leave within 1 business day (Mon–Fri) and most arrive in 1–3 business days (Mon–Fri). Order before 11:00 PM MT on a business day to ship the next business day.

Where can I ship my order?

We ship to all 50 U.S. states, including Alaska and Hawaii, to residential and commercial addresses. Orders above $1,000 ship with signature confirmation. We do not currently ship internationally or to freight forwarders.

Can I ship one order to several addresses?

Not within a single order. Please place a separate order for each delivery address, and shipping stays free on each one.

How do I track my order?

You will receive a tracking number by email as soon as your order ships. Allow up to 48 hours for the carrier to register the first scan — until then the tracking page may look empty even though the package is moving.

How is my order packed?

Every item is wrapped to protect the mane, body and any fabric or leatherwork, and shipped in a rigid corrugated carton with void fill, never in a padded envelope. Longer items such as hobby horses on a stick are supported along their full length.

Returns and refunds

How can I return an item?

Contact us first at contact@toppsuefa.com or +1 646 838 0288 with your order number, the product name and the reason for the return. We will review it and send written return instructions. Please do not ship anything back before you have that authorization.

How long do I have to return something?

90 days from the delivery date. The product must be unused and in its original condition, with any tags attached and its original packaging. Items that have been used, worn, washed or altered cannot be returned for a change of mind.

Do you charge restocking fees?

No. We never charge a restocking fee on an approved return.

When will I get my refund?

We inspect returns within 72 hours of receiving them and process approved refunds within 7 business days. The money is returned to your original payment method and usually appears on your statement within a further 3–10 business days, depending on your bank.

My order arrived damaged. What now?

Photograph the shipping carton and the item, and contact us the same day with your order number. Please keep the item and its packaging — we can send a replacement or issue a full refund once we have seen the photos.

Where can I view my sales receipt?

Your receipt is attached to the order confirmation email sent immediately after checkout. If you cannot find it, email contact@toppsuefa.com with the name and address used on the order and we will resend it.

Payment and security

What payment methods do you accept?

Visa, Mastercard, American Express and Discover, plus any digital wallet shown at checkout. All prices are in U.S. Dollars.

Is it safe to enter my card details?

Yes. The whole site runs over HTTPS, and card details are entered on an encrypted checkout hosted by a PCI DSS Level 1 certified payment processor. Your card number never passes through or is stored on our servers — we only ever see the card brand and the last four digits.

When am I charged?

Your card is charged when you complete checkout. Orders are processed and shipped once payment has cleared.

How will the charge appear on my statement?

As TOPPSUEFA. If you see a charge you do not recognise, contact us before disputing it — we can usually identify and resolve it the same day.

Products and care

Are your products genuine?

Yes. Everything we sell is genuine, brand new and unused. Each hobby horse and every piece of tack is the item shown on its product page and is sent to you unused in its original condition. We never sell used, worn or refurbished items, and our guarantee gives you a full refund or replacement if an item ever arrives not as described.

What is a hobby horse?

A hobby horse is a horse’s head mounted on a stick, used in the sport and pastime of hobby horsing, where riders run, jump and perform dressage and show-jumping routines on foot. Our hobby horses are made for real use as well as display, with a sturdy stick and a hand-finished head and mane.

What sizes and styles do you offer?

We carry hobby horses in a range of sizes and finishes, from starter models to limited-edition designs, alongside full tack: bridles, reins, halters, blankets, ear bonnets, raincoats, leads and accessories. The size, materials and what is included are listed on each product page.

Are the hobby horses handmade?

Many are finished by hand, so small differences in mane, stitching, colour tone or markings between two of the same model are normal and are part of how each one is made. These natural variations are not faults.

How do I care for my hobby horse and tack?

Store them dry and away from direct heat, spot-clean the mane and body rather than machine washing, and let any fabric parts air dry. Specific care guidance is on the relevant product page, and you are welcome to email us if you are unsure.