Your satisfaction is our goal. We realize that there may be times when a product you order from us may not meet your expectations, may not fit, or you may simply change your mind. In these cases the merchandise may be returned for store credit within 20 days of purchase. Any merchandise returned must be in new, unused condition (tags intact, unwashed, unworn) and in the original packaging.  You are responsible for shipping charges on returned products.  To avoid shipping charges, merchandise may be returned to our store for exchange or refund at 2000 Seven Mile Dr. – New Philadelphia, OH 44663. You must take a printed copy of your order to the store with your merchandise.

You may call us with questions at (330) 343 0388 or email us at

Our return policy includes some additional information about the following specific products.

Clothing may be returned for store credit provided each item is in new, unworn condition.  This means that all tags, labels, stickers, and other packaging or labeling must still be attached to the garment being returned.  Any items deemed to be worn or otherwise used will not be accepted as returns.

It is important to note that each pair of new boots are unique and that sizes vary between manufacturers.  When you receive your new boots from Saltwell Western Store, please inspect and try on the boots immediately – on a carpeted surface.  In the event your boots do not fit you may return them for store credit minus shipping costs.

Boots may be exchanged or returned only if the soles are unscratched and the boots are in as-new condition (tags, packaging intact, unwashed, unworn). When trying on boots, be sure to walk in carpeted areas until you are sure that your boots fit correctly. Please note: boot boxes may not be returned with tape or any other shipping labels on them, doing so will result in a restocking fee.

Like  a new pair of boots, a new saddle is a custom fit to you and your horse. It is important that your saddle fit your horse as well as you.  Prior to ordering a saddle online, please call us (330) 343-0388 to discuss the proper way to measure for the best possible fit.

Upon arrival of your new saddle, please carefully inspect if.  Saddle your horse (with a clean pad) to ensure your satisfaction with the fit and quality of the saddle. Please note that a brand new saddle may not sit completely down on the horses back until it has been ridden a few times.  If you are not satisfied for any reason, please call us (330) 343-0388 to discuss your concerns.  If a return for store credit or refund is warranted, we will issue you a return authorization number and provide instructions on how to return the saddle.  Please note that a restocking fee will be assessed on any saddle not returned in new (unused) condition.

We understand that sometimes returns and exchanges are necessary. We want to make sure we process your return or exchange in a timely manner. Please follow the instructions below.

  1. Items must be returned within 20 days of date received.
  2. Print and complete our Return/Exchange form.
  3. Returns or Exchanges lacking a Return/Exchange form will not be accepted by our return department and will be returned to the customer.
  4. Original shipping and handling charges are non-refundable and exchanges may incur additional shipping charges. The shipping carrier you choose to return your package is your choice.
  5. Make sure the product is in its original packaging, (e.g. boot box), and place it in its original shipping box. [Boot boxes may not be returned with tape or any other shipping labels on them, doing so will result in a restocking fee.]

Please allow 2-3 weeks for your return or exchange to be processed.