FAQ

General FAQ

  • What size rug do I need?
  • How do I clean my rug?
  • How do I store my rug?
  • Do I need to re-waterproof my rug?
  • What does this terminology mean?

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    Ordering FAQ
  • I have just ordered but made a mistake, can I change my order?
  • How do I tell when my order has been shipped?
  • I am having trouble ordering, how can I get help?
  • How long does it take to ship orders?
  • What is the return policy?
  • The rug I bought does not fit, how can I exchange for the correct size?

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  • What size rug do I need?
    • Check out our size guides and fitting information here.

     

  • How do I clean my rug?

    • 1. Remove excess dirt with a gentle hose or brush. Do not use a high pressure / high power washer as this may strip the waterproofing.
    2. Hand wash at a cool temperature using a non-biological soap. Do not wash at high temperatures as this may damage the waterproofing.
    3. Drip dry in the shade. Do not tumble dry.
    4. Once the rug is completely dry, store it in the provided carry bag in a cool, dry place.

     

  • How do I store my rug?

    • Ensure the rug is completely dry and clean then store it in the provided packaging in a cool, dry location.

     

  • Do I need to re-waterproof my rug?

    • Use, wear, sunlight, dirt and rain can all impact the waterproof material in your rug. If water no longer beads off the fabric, it may suggest it needs re-waterproofing. 

     

  • What does this terminology mean?

    • Turnout Rug: A waterproof rug with or without filling, designed for outdoor use in wintery and rainy conditions.
    Summer Sheet: A light cotton or polycotton rug for warm, sunny weather. Designed to reflect light and heat and to keep your horse cool and clean.
    Fly Sheet: Full mesh or part cotton and mesh for warm, sunny weather. 
    Chest Strap: The straps at the front of the horses chest.
    Tail Strap / Leg straps: The straps at the rear of the horses. Leg straps go around each leg and clip to the back of the rug. Tail straps go under the tail of the horse and are attached to either side of the back of the rug.
    Filling / Fill: The weight of polyfill insulation in the lining of the rug, usually measured in gsm (grams per square metre). The higher the gsm value, the warmer the rug is.
    Surcingle: Straps that attach to each side of the rug and are crossed underneath the body of the horse.
    Dernier: The thickness of the individual thread used in the yarn weave of the rug. A higher dernier results in a stronger, harder wearing fabric.
    Taped seams: When a waterproof tape is applied to the seams to reduce the amount of water that can seep through the seams in the fabric.
    Detachable Neck: A neck rug that can be removed and replaced as required.
    Liner compatible: A turnout rug which has connections to attach a liner or doona rug.

     

  • I have just ordered but made a mistake, can I change my order?

    • We are happy to allow order modifications as long as your order has not been shipped. Please contact us as soon as possible for any queries.

     

  • How do I tell when my order has been shipped?

    • You will receive an email with a shipping notification and tracking number.

     

  • I am having trouble ordering, how can I get help?

    • Please email info@bowhorse.com.au for all order enquiries. We will get back to you as soon as we can!

     

  • How long does it take to ship orders?

    • We aim to ship all orders within 1-2 business days. 

     

  • What is the return policy?

    • Check out our return policy here.

     

  • The rug I bought does not fit, how can I exchange for the correct size?

    • You are able to exchange the rug you purchased as long as it is returned in the same condition it was received and the required exchange is in stock. Please ensure when trying on a rug that your horse is clean and that you do not remove any tags. For exchanges, the customer is responsible for return shipping costs.