Store Policy

Kultured Rider Store Policy

Welcome to Kultured Rider! To ensure a smooth and enjoyable shopping experience for all our customers, we have outlined our store policies below. By shopping with us, you agree to the following terms and conditions.

1. General Terms

• By placing an order with Kultured Rider, you confirm that you are at least 18 years old or have permission from a parent or guardian to make purchases.
• All prices listed on our website are in US Dollars and include applicable taxes unless stated otherwise.
• We reserve the right to update or modify any of our policies at any time without prior notice. Any changes will be reflected on this page, so please review our store policies regularly.
• Please allow 5 business days minimum for your order to be processed and shipped via the shipping method selected by the customer at checkout. 

• Please note: Orders cannot be changed, modified, or canceled after checkout. We will do our best to accommodate requests, but once an order has been shipped, it is no longer possible to make any changes. If there is an issue, please contact us at customerservice@kulturedrider.com as soon as possible, providing your order number and reason for cancellation.

• If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at customerservice@kulturedrider.com for assistance.

2. Product Availability

• All products listed on our website are subject to availability. We strive to keep our inventory up-to-date, but occasionally, items may be out of stock. 
• If an item you ordered is unavailable, we will notify you via email and offer you the option to either cancel the order or choose an alternative product.

3. Issues or Defects with Your Order

• If you receive an item that has any defects or issues, please contact us at customerservice@kulturedrider.com within 3 days of receiving your order to report the problem. After 3 days, the item will no longer be eligible for a return or replacement. Please include a photo of the defect or damage in your email for verification.
• We are not responsible for damages resulting from improper care, handling, or incorrect sizing of the garment.
• Please note that colors may vary slightly due to differences in photography, lighting conditions, and screen resolution. Additionally, clothing patterns may vary slightly. These variations do not qualify as defects. We will not be able to issue a refund or accept the return.

Defective/Damaged Items Procedure

• To start a return, please contact us at customerservice@kulturedrider.com with your order number and the reason for your return. Our customer service team will respond to your inquiry within 72 hours.
• Take clear photos of the defective or damaged area using your smartphone, ensuring the product tag is visible and still attached.
• Email the images to customerservice@kulturedrider.com with "Defective" or "Damaged" in the subject line.
• Include the first and last name, your order number, and the product code or name of the item.
• Once your return request is approved, we will send you a Return Authorization Number with a Return Order Form to complete. Please include this in your return. We will issue you a return shipping label for you to use to ship the product back to us.
• Returns must be received within 14 business days of receiving your return approval email.
• If the replacement for the defective item you are returning is in stock, we will ship you out a new item. If the replacement is not available, we will issue you a refund for the defective item and the original shipping fee. 
• If your return is approved, your refund will be processed to your original method of payment within 5-10 business days.

4. Pricing and Promotions

• We strive to ensure that all pricing information on our website is accurate. However, in the event of a pricing error, we reserve the right to cancel any orders for products that were listed with incorrect prices, whether due to typographical errors or inaccurate information received from our suppliers.
• We may offer promotional codes and discounts. Each promotion will have its specific terms and expiration dates. Promotional codes cannot be combined with other offers unless explicitly stated.

5. Payment Methods

• We accept the following payment methods: [List of Payment Methods: e.g., Visa, MasterCard, PayPal. We may offer new or remove existing payment options without notice].
• Payment must be made in full at the time of purchase.
• Your credit card information is processed securely, and we do not store your payment details.

6. Shipping Policy

Please refer to our Shipping Policy for detailed information on shipping methods, costs, and delivery times.

**PLEASE NOTE: We currently only offer shipping to the contiguous United States. We do not accept any international orders at this time.

7. Return/Exchange and Refund Policy

Please see our Return/Exchange and Refund Policy for complete details on returns, exchanges, and refunds.

8. Customer Responsibilities

• By shopping with us, you agree to provide accurate and up-to-date information, including your email address, shipping address, and payment information.
• You are responsible for ensuring that you have sufficient funds available for the transaction.
• Please review your order carefully before confirming your purchase. We are not responsible for orders placed with incorrect information.

9. Caring for your garments

Please see our Garment Care 101 for details on how to care for your garments.

10. Custom order Policy

Please note that Returns/Exchanges are NOT accepted on custom orders.

We are a small family-owned business, and we take great pride in offering high-quality, handcrafted custom garments. Due to the personalized nature of these orders, we have strict policies to ensure the best experience for both parties. By placing a custom or semi-custom order with us, you agree to the Custom Order Policy. Please review our Custom Order Policy here. All custom orders must be accompanied by the signed Custom Order Policy and the Custom Order form. 

Customer must sign and date both Custom Order Policy and the Custom Order form prior to production of the garment. Incomplete or unsigned documents will not be processed and will delay production. 

11. Wholesaler Policy

To be eligible for wholesale pricing, you must be set up as an approved wholesale account with Kultured Rider. To ensure a smooth account setup process, please refer to the wholesale order instructions and policy. 

• Application Process: Please fill out our wholesale application form or email us at customerservice@kulturedrider.com with your business details (business name, tax ID, resale certificate, website, etc.).
• Approval: Upon review and approval of your application (please allow 7-10 business days), you will receive an email confirming your wholesale account status, along with your wholesale login details.

12. Privacy Policy

• We respect your privacy and are committed to protecting your personal information. Please review our Privacy Policy for more information on how we collect, use, and safeguard your data.

13. Fraud Prevention

• Kultured Rider reserves the right to refuse service or cancel orders that we believe may be fraudulent or violate our terms of service.
• If we suspect fraudulent activity, we may contact you for additional information before processing the order.

14. Intellectual Property

• All content on our website, including product images, descriptions, logos, and designs, is the property of Kultured Rider and is protected by intellectual property laws. You may not reproduce, modify, or distribute any of our content without our prior written consent.

15. Customer Support

• Our customer service team is here to assist you with any questions or concerns you may have. You can reach us at customerservice@kulturedrider.com during our business hours 9 am-5:00 pm EST. We will respond to your inquiries within 3-5 business days.

16. Governing Law

• These terms and conditions are governed by the laws of United States/New Jersey, and any disputes will be resolved in the courts of United States/New Jersey.

Thank you for choosing Kultured Rider. 

We value your business and are committed to providing you with the best shopping experience.

Please don't hesitate to contact us if you have any questions regarding our store policies.