Customer Care & Common Questions
What payment methods do you accept?
The Golden Pony accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Shop Pay. All transactions are secure and encrypted.
Can I make changes to my order after placing it?
If you've placed a ready-to-ship order and it hasn’t shipped yet, The Golden Pony will do their best to accommodate changes.
If you've placed a custom order, there is a 24-48 hour window for changes.
Please email hello@thegoldenpony.ca as soon as possible.
Can I cancel my order?
If you've placed a ready-to-ship order and it hasn’t shipped yet, The Golden Pony can cancel and issue a full refund.
If you've placed a custom order, the cancellation window is 24 hours from receipt of order to receive a full refund.
Please email hello@thegoldenpony.ca as soon as possible.
Do you offer gift wrapping or personal notes?
The Golden Pony currently offers complimentary gift wrapping on jewelry and giftware. Just leave a note at checkout or email hello@thegoldenpony.ca after placing your order.
How long will it take to receive my order?
For all in-stock products, orders are typically processed within 24–48 hours (Monday–Friday). Delivery time depends on your location and the carrier. You’ll receive tracking as soon as your order ships.
For custom ordered products, please allow a 1-3 week lead time depending upon the product purchased. Please ensure you read the product description of each custom item for lead time. Please also allow for shipping and delivery window on top of lead time for your custom order.
Do you ship internationally?
Yes, The Golden Pony ships worldwide with trusted carriers. The Golden Pony charges a flat rate a checkout, based on your location. Delivery times vary by region and customs.
How much does shipping cost?
Shipping is charged as a flat rate a checkout based on your location and order size. The Golden Pony uses reliable couriers and all shipments come with tracking and insurance.
How can I track my order?
You’ll receive a shipping confirmation with tracking details once your order is on its way. If you need help, feel free to email hello@thegoldenpony.ca
What is your return and exchange policy?
At The Golden Pony, we want you to love your purchase. If you're not completely satisfied, we offer exchanges for all in stock jewelry and giftware of equal or greater value within 14 business days from the date of purchase. All products must be in original condition with tags and packaging. Custom and sale items are final sale.
How do I initiate a return?
Email hello@thegoldenpony.ca with your order number and reason. We’ll walk you through the next steps.
Can I exchange an item for a different size or style?
Yes, as long as the item is in original condition and within the 14 business day window. Shipping costs are the customer’s responsibility.
Are sale items or custom orders returnable?
No, all sale items and custom orders are final sale and not eligible for return or exchange.
Where are your products made?
Our goods are thoughtfully designed and hand crafted in Canada. We prioritize quality materials and ethical partnerships.
Can I request a custom order?
At The Golden Pony, we love bringing visions to life. You can place your custom jewelry and tournament awards directly online in our shop. If you have any questions or concerns, please email hello@thegoldenpony.ca
Do you restock sold out items?
Some of our pieces are one-of-a-kind. However, we do restock select bestsellers when possible. Sign up for email alerts; we'll let you know when more products have arrived. Alternatively, email with your stock inquiry to hello@thegoldenpony.ca and we will let you know estimate arrival.
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account makes future checkouts faster and lets you track past orders.
How do I reset my password?
Click “Forgot Password” on the login page and follow the email instructions to reset.
How can I contact customer support?
Email The Golden Pony anytime at hello@thegoldenpony.ca. Office hours are Monday to Friday, 9 AM to 7 PM EST.
Where are you located? Can I visit?
The Golden Pony is based in Newmarket, Ontario. We don’t have a storefront at this time.
Do you offer wholesale or bulk orders?
Yes, we welcome bulk order requests only at this time. Please email hello@thegoldenpony.ca with all details.
What makes The Golden Pony different from other brands?
We’re a boutique brand with a timeless soul — blending heritage, beauty, and story in every piece we offer.