FAQ

GENERAL

Q: A.W. Reed, Ltd. and Cutter Collection; are they the same company?

A: A.W. Reed, Ltd. is the parent company and manages all retail operations. Cutter Collection is the manufacturing division of A.W. Reed, Ltd. and is responsible for the production of high quality saddle pads and splint boots. As a result of moving from Oklahoma to Kentucky, Cutter Collection production was put on hold but will resume in 2014.

PAYMENT

Q: What forms of payment do you accept?

A: We currently accept VISA, MasterCard, Discover, American Express and PayPal. Checks are also accepted, but must clear before we ship your order. As a rule, payments by check result in delayed shipment.

 

Q: Do you accept Cashier's Checks, Money Orders or payment by C.O.D.?

A: We do not accept these forms of payments.

 

Q: When do you charge my card?

A: Our policy is to charge your credit card when the purchase is shipped. If you purchase with a debit card, the procedure is to put a hold on the account for the amount of the purchase. Once the transaction is complete and the purchase amount withdrawn, the hold is voided.

 

Q: If, after entering my credit/debit card information, an error message appears, what is the system telling me?

A: The credit/debit information might have been entered incorrectly, which is easy to do with all those numbers. Recheck the numbers, then try again.

 

Q: Is it safe to use credit/debit cards on your web site?

A: Credit and debit card processing is protected by the latest encryption technology. PayPal, owned by Amazon, handles our credit card processing.

ORDERS

Q: Do you charge sales tax?

Sales tax will be added to orders sent to Kentucky.

 

Q: Do you put and item on back order?

A: No. If an item is out of stock, we will notify you as soon as possible and ask if you would like a replacement. If you do not want a replacement, the order will be cancelled. We will make every effort to keep the inventory status up-to-date to avoid disappointment.

 

Q: Is it possible to check on the status of my order?

A: Yes. Click on "My Account" link at the top right corner of every page and there, you will be able to view information about your purchase. Please allow about 24 hours from the time you place the order for the status of your purchase to be available.

 

Q: If I decide to change or cancel my order, what do I do?

A: We sometimes ship orders the same day. Consequently, call Customer Service (1-800) as soon as possible and we will change or cancel your order. If the order as been shipped, we will issue you a return authorization.

 

Q: Do you have a catalog?

A: We do not have a current catalog. Our catalog is actually what is shown on our website. Print catalogs are extremely expensive along with postage. More costs mean less value to our customers.

 

Q: How do you handle the situation, when an item is put on sale after the purchase and shipment is made?

A: There is nothing more irritating than discovering the item you just purchased was put on sale one day after you made the purchase. Obviously, we cannot go back too far in time, but we will refund the difference in price if your purchase was made no more than 10 days before the date the item was put on sale.

 

SHIPPING

Q: What do you charge for shipping my order?

A: Ground shipping is FREE if you live in one of the lower 48 states. Keep in mind, this policy applies to every product, every day of the year. You do not have to refer to the size or weight of the package, to determine if the shipment is FREE> We like to keep it simple. Please refer to "Free Shipping" under "Shopping at AWR" for details.

 

Q: How long will it be before I receive my order?

A: We ship "ground" which means it will take and average of 3-6 days for delivery to the lower 48 states. Orders of a blanket with wear leathers or for a complete pad, may take up to two (2) weeks. Payment method such as paying by check; your location in the lower 48 states and even weather conditions have a bearing on the length of time a shipment may take to arrive.

 

Q: Is it possible to expedite delivery?

A: Yes. There will be an extra charge if you want faster delivery. Please refer to "Free Shipping" under "Shopping At AWR" for details.

 

Q: Do you ship to addresses outside the United States?

A: Yes. Please check with Customer Service for the cost of shipping. We would like to offer a price schedule, but with pricing from carriers so volatile it is very difficult to pre-determine costs.

 

RETURNS, EXCHANGES AND MISTAKES

Q: If I have a return, exchange or you sent me the wrong item, what do I do?

A: Call us at 1-800 and we will give you the information needed for the process. See "Returns & Exchanges" under "Shopping At AWR" for more details.

 

OTHER CONCERNS

Q: I read that a saddle pad with a fleece bottom has a tendancy to slip. Is there anything that can be done to prevent slipping?

A: Yes. We suggest that you lightly dampen the fleece before using the pad the first time. Dampening the fleece will allow it to settle-in around your horse's back. It is also suggested to stop after riding a few minutes and to re-cinch. Once the pad has settled-in, you should not have trouble with slippage.

 

RETAIL STORE LOCATION

Q: Do you have a store location?

A: As a result of recently moving the business from Oklahoma to Kentucky, an actual store location has been delayed until plans are finalized. Please keep an eye on our website for further news.

 

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