Store Policies

Here you'll find our store policies.  If you have any questions, feel free to contact us at


Order Policy

  • All customized products ordered on Heart Horse customs are handmade and subject to artistic liberties from the artist.
  • Heart Horse Customs reserves the right to change materials, styles and custom options at will and in accordance to product and material availability.  We reserve the right to substitute like products or customization as needed.
  • Customers may request specific customization or features added to their horse at any time.  All requests must be emailed to in writing.  If they are not, the customer is responsible for any additional costs in executing the changes. 
  • Orders are typically completed within 8-12 weeks of the date the tail is received from the customer, but may take as long as 6 months depending on time of year and season. 
  • It is the customers responsibility to make sure that the tail is shipped to us properly.  We are not responsible for tails lost in the mail. 
  • Heart Horse artists do our very best to work with our customers to customize their horses and to match colors and markings.  In order to do this proper photos are required.  If photos are not available, we reserve the right to take artistic liberties in creating a customer's heart horse. 
  • Customer has 1 year to mail the horse's tail for Heart Horse customization. After that period we reserve the right to cancel the order and refund the customer.

Broken or Damaged Horses

  • If a Heart Horse is damaged in any way in shipping we will cover the cost of return shipping and repair the horse at no cost to you. 
  • If a Heart Horse is damaged after a customer has received it, depending on the severity of the damage, we may be able to repair your horse for you for free or a small fee, plus the cost of return shipping.  Repairs are on a case by case basis. 


  • Refunds are available within 15 days of order date during regular season from December 17th of the previous year until October 31st as long as we have not yet begun working on your custom heart horse.  
  • Refunds are not available for orders placed from November 1st until December 16th due to the high volume of orders taken for holiday delivery. 
  • Refunds or discounts for customers who's Heart Horses are in production or have been delivered and are dissatisfied or have had issues with their custom Heart Horse are given on a case by case basis.