FAQ’s
How do I know that my payment has been received and my order is being processed?
A. Within 1 day after payment clears (usually the same day) you will be notified by email that your payment has been received and when it will be posted.
I want to pay by another method other than credit card. How do I do that?
A. You simply email your order to us by listing the items you would like to purchase. We will then email you a payment invoice along with bank account details and other non credit card payment options. Once your payment is received, your order will be posted.
How long after I pay will it take to receive my order?
A. All orders are shipped within 2 working days via Australia Post. This means that in most parts of the country, if for example you place an order on Monday and your payment is cleared on that day, your item will be shipped to you by Wednesday at the latest, meaning you should receive your order by the end of the week or early the following week.
What if I need my order quicker than that?
A. Because we strive to keep our customers happy, if you have an urgent order, let us know and we will work to have your order shipped to you on the same day that payment clears. Extra postage fees may apply.
What makes your products any different from most of the ones at stores or online?
A. A lot! All of our ingredients are completely natural. Unless specified they contain no preservatives, chemicals or artificial colours or fragrances. We also hand make our products with much care, dedication and love so that your items arrive to you in only the best condition. We don’t spend thousands of dollars on fancy labels either, we prefer to pour any extra money into 100% quality and premium ingredients.
How do your products work? They seem a little 'out there'.
A. Our products for psychological treatment such as our oils work due to a trigger response by the brain upon smelling the scent. The scent sense is very strong and is easily persuaded in either a positive or negative way. An example is that everytime you smell as certain scent such as a gum tree, might bring back a childhood memory or remind you of a particular person. A certain perfume might remind you of something nice and spark a feeling of happiness due to the experience associated with it.
All oils have their place and some can cause calmness while others can cause perkiness like an adrenalin rush.
Products for external conditions such as cuts and abrasions work similar to herbs. They're derived from the most potent part of a plant and therefore are very strong in their effects and abilities. Be it for healing, cell regneration or adding shine.
I compete with my horse and am worried that some of the ingredients might swab. What do I do?
A. We have taken care not to add certain ingredients that will swab, such as valerian. To our current knowledge none of the products will swab BUT because the rules of clubs and federation are always changing, it is advisable to ring your club/federation to double check.
I or my animals suffer from asthma, epilepsy or high blood pressure. Why can’t I use your products?
A. Some of the essential oils used trigger your condition. For example rosemary has a stimulating action and can trigger an epilepsy attack. Other oils can slow down breathing which may affect your asthma etc. For this reason, it is advised that you check with a suitable physician before using our products. We provide warnings on the ‘important information’ page because safety of you and your animals is extremely important to us.
What if I’m not happy with my products?
A. We appreciate all feedback – good and bad. Like any product, it won’t work for every single horse in the world, but feedback that a product has not worked is extremely rare here. Please contact us if you aren’t happy and we will do our best to resolve the situation. We are confident that you will be happy and enjoy our products though!
Why can’t your products be given orally?
A. All of our products are strictly for external use only. Many essential oils cannot safely be ingested or applied internally and can have harsh ramifications if they are. We also find that horses and humans prefer to apply products externally so they don’t have to deal with horses being difficult or strong and potent tastes.
I’m not clear on the instructions on the products I want to order or have purchased.
A. Please contact us if you have any questions at all and we will be more than happy to help. If you already have the product and aren’t clear on how to use it, please wait for our support email before using the product.
If you have any other questions that aren’t answered on this page, please email us at sales@scnaturalhorse.com
