Frequently Asked Questions

Ordering

Do you sell direct to the public?
Toowoomba Saddlery is a manufacturing wholesaler, importer and exporter. We do not sell finished products such as saddles, saddle accessories and tack, farrier tools, leather care products, belts, knives or pouches direct to the public. We supply these items only to approved saddlery businesses.
Leather and other raw materials may also be supplied to genuine saddlers or manufacturers for trade purposes.

Where can I buy your goods?
Please see our Distributors page for more information.

How do I become a dealer/reseller?
If you are a genuine registered saddlery store or manufacturing business with a current ABN and industry-relevant registered business name  (Australian resellers), please contact us to apply for dealership.

My store is online only – Can I still become a reseller?
Businesses must have a physical store to become a reseller, any online store must be in addition to a physical store.

Your stockist doesn’t have your product in stock – what do I do?
Your local dealer can order the product in at your request, or in some cases you can pay for your product at the dealer and collect the item from us by prior arrangement (please bring proof of purchase).

What if Toowoomba Saddlery does not have the item in stock?
Our standard practise is to place goods on back order and let you know when they arrive unless otherwise requested. If the product has been discontinued we will notify you.

Do you have a physical store?
Our saddlery, warehouse and office is located at 266-268 McDougall Street, Toowoomba, QLD. Approved purchasers can visit us to make enquiries or buy goods in person.
Customers of our stockists can collect goods ordered through their dealer (by prior arrangement) or view our range of saddles in view of ordering from a dealer. Our friendly staff will be happy to help you.

Pricing

How often are website prices updated?
At least once a week. Every effort will be made to maintain prices,
however, due to the fluctuation of the cost of our raw materials, exchange rates and overhead costs. We reserve the right to alter prices without notice.

Are there discounts for bulk quantities?
Bulk discounts may apply to some items, primarily manufacturing products. Please check pricing and indent quantities prior to ordering.

Why is the price on your website different than the price your stockist is advertising?
The price on our website is the Recommended retail price (RRP), this price is provided to our dealers as a guide, however they are not legally obligated to match it and may sell our products above or below this price.

Australian Made

Which of your products are Australian made?
Toowoomba Saddlery is proud to be a member of the Australian Made Campaign. Where a product is Australian made this will be indicated with a statement and/or the Australian Made logo (only products registered with the Australian Made Campaign will display the triangle logo).

Miscellaneous

Does Toowoomba Saddlery repair saddles, tack or other leather goods?
Toowoomba Saddlery may be able to repair products made here at Toowoomba Saddlery, otherwise we recommend that leather goods are taken to your local saddle maker/repairer.

Will Toowoomba Saddlery custom make a saddle upon request?
Most Toowoomba Saddlery saddles are available with different options in size, colour, finish, lining or fender length. We do not manufacture unique ‘one-off’ custom saddles or other leather goods. If you are interested in having a bulk quantity of a new product made for resale please contact us to discuss your options.

Do you sell leather off cuts?
We are unable to supply offcuts as we endeavour to use every scrap of leather, and already have arrangements for what little offcuts we do have.

Delivery

What delivery services do you use?
For deliveries within Australia we will primarily use either Australia Post (E parcel) or Star Track Express. However we may use other freighters or services if requested or necessary.

How much does delivery cost?
This will depend on the weight and dimensions of the total order, the freighter or delivery service used and the delivery location. Because of this variability, we may not be able to quote delivery until the order has been packed, weighed and measured.

How do I track my parcel?
Most delivery services used by Toowoomba Saddlery include a tracking number. This number can either be entered on the freighter’s website, or an enquiry made on their helpline with the tracking number as reference. If a tracking number is applicable it can be found on your invoice.

What is your returns policy?
Toowoomba Saddlery will generally only accept returns if the product supplied is faulty or if the incorrect item has been sent. Claims for shortages, packing errors or damages must be made within 24 hours of receipt of goods. Goods that are to be returned for credit are to be returned within 7 days of receipt in the same condition as provided. We reserve the right to charge a re-stocking fee for goods returned that were supplied correctly. Toowoomba Saddlery will only cover the cost of return freight if the returned goods are faulty or supplied incorrectly. All credit claims should be made by writing, telephone, fax or e-mail giving full details of invoice number, order number and reason for the credit claim. Goods are not to be returned without obtaining prior approval and freight instructions given.
If you are a dealer and are concerned about specific products which are not moving, please contact us to discuss your options.
If you have purchased leather, please carefully check it over prior to use as we cannot accept the leather back once it is cut into. Due to parcel size, most leather orders and returns must travel via courier.