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Contact & Support

At Caribu we like to pride our selves on our level of customer service and accessibility our customers have to contact us directly. You may find your query can be answered via one of our FAQ's below.

Faq Common FAQ's

I haven't received my order yet. What should I do. Please see how to track your parcel here Read More.

My rug has a manufacturing fault or defect on arrival. Can I return it? Yes Read more

My horse has destroyed his rug within a day/week/month. Can I return it? No. Sorry. Read more

You sent me an incorrect item, can I return it. Yes, no problem. Read more

I need help with Rug Sizing. We have a detailed guide to help. Read More

I purchased the wrong size rug. Can I return it? Yes, no problem, Read more

My horse developed rub marks. Can I return it? No, but we can help you work out why its rubbing. Read more

I would like to know what warranty your products come with. Sure - Learn more:

How do I check if my rug is still waterproof? We have a detailed explanation here

Faq Still cant find the information or assistance you are looking for?

You will find all our Phone & Contact information here.

We look forward to helping you. Our office hours are Monday to Friday from 9am to 4pm (Queensland time). If you are wanting to place an order - its faster and more convenient to place it online, rather than via the telephone. (+ Caribu Cash can only be earned for online orders).

At Caribu we are still a family run & staffed business and very proud of this. ( When you call us, you will talk to one of our three office staff and it's likley you will be talking to one of the owners directly. )

Faq Can we visit you directly?

At Caribu, we maintain a large online sales operation and our warehouses are closed to the general public. We do not permit customers on site at our Warehouses to either purchase or exchange rugs. Our pricing structure with very low prices, reflects our streamlined approach to handling & delivery. If you need to exchange rugs, they will need to be sent back to us via post with a RA number - sorry, no exceptions.

Why are we not open to the public? Ultimately it saves you, our customers money. At Caribu we are still a family run & staffed business. We are primarily concerned in the online distribution of high quality equestrian products nation wide. We are able to offer our range at prices significantly cheaper, for a much higher quality product than traditional saddleries can offer. Our Distribution center and work flow is designed to meet our high volume Mail & Internet turnover. Unfortunately we don't structure our business to deal retail direct and the high over heads involved. To support our local customers we offer free shipping for all orders over $70.