Schleese Saddlery Service

Custom English Dressage & Jumping Saddles


Frequently Asked Questions: updated February 2012

Our full company policy is available for review: COMPANY POLICY

01⇒ What does the serial number of my saddle tell me?

Your serial number tells you the saddle's consecutive number in production, the type of tree (W,E,H,I,or S) and the date of manufacture (older models MMDDYYYY and newer models MMYYYY).
W= Wellep trees, which haven’t been used by Schleese since the mid 1990’s. After 2000 W is designated for use on our Western and English Trail saddles.
E = regular laminated wood English spring trees (used mainly in the Schleese JES Pros, also in the 1990’s – not very adjustable).

  • * In 2008 our European Division (at the the time, Equine Rose International) used E in their serial numbers for saddles only sold in Europe . The E in this case does not reflect the adjustability of the tree. The tree in these saddles is a fully adjustable Adaptree.
  • H = Hennig adjustable tree, used until the mid 2000’s. Schleese stopped using the Hennig tree when Hennig began using a different material in his trees coupled with shorter tree points.
    S = Schleese Patented AdapTree® - generally considered to be the most adjustable and equine conformation-friendly tree available today.
    I = Innovative tree in our entry level Essential saddle.

    02⇒ Can you tell me what the saddle's specifications are by its serial number?
    (Example: Model, Seat Size, To what measurement is the tree adjusted, When was it last adjusted, etc.)

    Unfortunately it is not easy for us to get this information. Our filing system is by Original Customer Name. It is very labour intensive for us to get detailed info from a serial number and many of our older files are now off-site.
    Model Name and Seat Size are all stamped under the flap above the serial number. You can view our models on our website at http://www.schleese.com. We are able to determine further features and options (including dates of last adjustment) for a one-time fee of $75 as many of the original customer work orders are stored off-site earlier than 2005 and this report requires some labour-intensive research.

    What is its Current Tree Adjustment and when was it last adjusted?
    There are a number of representatives that could have adjusted the saddle, not necessarily a Certified Schleese Representative from Head Office. Therefore, we are unable to know what or when the last adjustment was for certain.

    03⇒ Can my 'privately purchased' Schleese saddle be adjusted to fit my horse?

    Depending on the make and model of your saddle, and tree type of your saddle, there a number of factors to consider. Although the tree may be adjustable at the gullet in both width and angle, length of saddle, channel width and gullet configuration all play a role in determining the saddle's adjustability (check out our Schleese YouTube Channel and the ‘9 steps to saddle fit’- visit http://www.youtube.com/mjpschleese. Before purchasing the saddle privately, we would advise you to have a saddle fit evaluation to ensure appropriate fit for you and your horse. We will assist you to the best of our ability to adjust a saddle to fit your horse even if you purchase privately.

    04⇒ I ordered a saddle (not received on-site at the time of purchase) but circumstances require me to cancel my order. What is the cancellation policy?

    For a cancellation of an order, we will refund the amount of your deposit minus a $100 administration fee if the order is cancelled within 10 business days of the original order (dated on the evaluation form). After 10 days, there is no refund of the deposit.

    05⇒ I would like to return the saddle I purchased (and have in my possession) - What is involved in this process?

    A saddle that has been purchased and taken possession of, and/or used for a tryout is subject to a $250 restocking fee if notified within 10 days of purchase. After 10 days there are no returns. Shipping costs may also apply.

    06⇒ I need to make a change to my saddle order in production - What do I need to do?

    If your circumstances have changed, and you need to make a minor change to your saddle order, please contact our customer service department 1-800-225-2242. If the saddle is in a stage where changes can be made we would be happy to accommodate your request.

    07⇒ How do I make sure that my saddle fits?

    Schleese has developed the “9 Points of Saddle Fit”. This information is available in video format on the Schleese YouTube channel for your viewing pleasure. You may also view this information on our website by visiting http://www.schleese.com/9PointCheckList. If you have questions beyond the information provided, please contact our in-house experts.

    08⇒ I received a call indicating my saddle was ready for shipping; when will my saddle arrive?

    Schleese‘s customer service department will call you when your saddle is completed and ready to ship. Payment of any outstanding balance becomes due at this point. Our shipments leave the building weekly due to consolidated shipping arrangements, and usually take 7-10 business days to reach you. You will also receive a FEDEX tracking number via email once the shipment has been put into their system, which is traditionally sent to you on the Friday of the shipping week so you know exactly what day it should it arrive. Please note that this email may go into your spam, or junk mail folder as it comes from our shipping service Priority Biz.

    09⇒ Why does my invoice have an outstancing balance when I have paid in full?

    Our accounting system reports payments only at time of invoicing. The prepaid amounts will not report on this invoice but your invoice should have a paid stamp on it to indicate it has been paid in full. If you do not see this stamp, please call our customer service department; we will be happy to clarify the situation for you.

    10⇒ Why do you need my SSN? (Required by U.S. residents only).

    This is a requirement by Homeland Security and US Customs to determine the validity of a recipient’s address for express shipments only. Schleese will not keep these numbers on file after one-time use.

    11⇒ How do I handle requests from the State Department of Revenue for payment of use or sales tax - sometimes years after the fact?

    We have recently seen a proliferation of these kinds of occasional and arbitrary notices being sent to our clients. Schleese is a registered vendor in all states in which we do business and, as such, remits regular monthly or quarterly sales/use taxes. Please forward any of these notices to customer service and our accounting department will contact the DOR to advise them of Schleese’s vendor registration numbers and the fact that taxes will already have been remitted as required.

    12⇒ Why have I received a call or email that you were coming to my area?

    We have a calling machine and an email blast system that notifies our entire database when the dates are set for our fitter to come to a specific area. If you require service, please fill in our online registration form and the appropriate head office contact will be in touch with you to offer you scheduling options.

    13⇒ What if I need service and there is no visit scheduled to my area?

    You may fill out a “request for service” form online and our Business Development office will contact you to discuss potentially setting up a clinic in your area in the near future; or
    You may request our ‘long distance fit kit’ with instructions for photos and measurements and shipping instructions to send your saddle in for adjustment at either our head office or one of our stateside representatives; or
    In certain areas, we are working with Certified Independent Saddle Fitters to whom we could refer you for quicker service.

    14⇒ Is it possible to have the saddle fitter stop at my barn?

    We typically see groups at locations where there are minimum numbers required. A visit specifically to your barn will depend on your location and the logistics of our scheduled visit. Your trip coordinator will be able to provide you with further information. For further benefits and requirements, visit our organizer information page at http://www.schleese.com/Plan-Your-SCHLEESE-Saddle-Fitting-Event.

    15⇒ Why do I need to register on-line? Is it necessary to register online each and every time I wish to particpate?

    The registration form reserves your time-slot in the schedule and provides us with your horse and rider information that is very helpful in assisting the fitter to select appropriate saddle models to bring for the visit and or prepare in general for your specific needs. It also informs us of your current address information to ensure our database is kept accurate. This is becoming increasingly more important with frequent changes in email addresses. (3-5 minutes is required to complete the form)

    16⇒ When will a fitter be in my area next?

    Please visit our schedule on our website at http://www.schleese.com/schedule or contact customer service at our head office directly at 800-225-2242.

    17⇒ How will my appointment time be communicated to me?

    In many areas, we have local organizers who assist head office in coordinating the service visits for our saddle fitters. Our Clinic Organizers at head office organize the service visits; one of them will be in contact via email or phone to either let you know who your local organizer is or directly offer you scheduling options. We are looking into having this scheduling process automated for a 'self-serve on-line' format within the next few months.

    18⇒ I have to return my saddle. When may I expect to see my refund?

    The accounting department processes all refunds. See our Refund Policy on the reverse side of your evaluation form. Please keep in mind that the paper trail may take a few days or weeks before the credit shows up on your account. Please contact customer service for specific details or information in your particular situation.

    19⇒ When will my appointment be confirmed?

    We book all travel arrangements for our head office SFTs (Saddle Fit Technicians) two weeks prior to any scheduled visit. The schedule needs to be confirmed and communicated to all participants by this date. Dates and times are subject to change prior to a registration deadline. However, we try to accommodate all individual requests to the best of our ability.

    20⇒ Why should I choose a Schleese saddle?

    Our quality, comfort and designs specifically address the needs of women without leaving male requirements unconsidered. We accurately pay attention to each horse’s conformational needs ensuring that your interface allows you to ride comfortably, while protecting both your back and the horse’s back, a paramount consideration. For more information on what model will work best for you, please fill in our form - https://www.schleese.com/perfectsaddle.

    21⇒ How much would a typical on-site appointment cost?

    Evaluation: $149.00 per horse (applicable Tax portions will be collected on-site).
    Registering Multiple Horses: A one time total payment for all horses/evaluations may be submitted on the 1st form followed by no charge registrations for further horses for the same client.
    Tree Adjustment: $125.00 (only on Schleese saddles and a few other brands - please inquire)
    Re-Flocking: $140.00
    Discounted Bundle Fee on Schleese saddles only: $345.00 for all three services. Please inquire about additional cost for repairs not listed.

    22⇒ My trainer is of the opinion that Schleese saddles will not work for my horse. She is 'sponsored' by another saddle company, but I know the Schleese saddle is what is best for me and for my horse. How may I convince her otherwise?

    This is always a tricky subject, however, we suggest that you invite your trainer’s company saddle fitter on-site during a Schleese on-site visit and have both use their methodology to fit their saddle to your horse. Have your trainer objectively watch as you ride your horse in both saddles – walk, trot, and canter in 20m circles several times in both directions. Without going into further details, it will become immediately obvious that the horse should move better in the Schleese saddle due to the inherent design features that are simply not available from other saddle companies. Unfortunately, if the trainer is not on board with your saddle you either have to take a stand or find another trainer.

    23⇒ How can you tell by looking at your saddle if it has forward, straight or rear facing tree points?

    You will be able to feel the directionality of your tree points as you lay your saddle into proper position right behind the shoulder blade. The best position for your tree points is to be facing slightly backward, in order not to impinge the movement of the shoulder blade during motion, and to not damage the cartilage on the scapula.

    24⇒ I have heard that I could 'earn' my saddle. How may I earn my saddle?

    You may earn credits or cash as a clinic organizer or Schleese ambassador. Once you have accumulated $1000, this is paid out to you – or if left on account, you will receive another 25% bonus on top to use towards any Schleese goods or services.

    25⇒ I have ordered a saddle and I have some specific questions. With whom do I speak?

    You may contact our customer service department and speak with one of our associates. If your question is of a more technical nature, we will either forward the question to your SFT for response or speak with our Technical trainer.

    26⇒ How do I extend the life of my saddle? How do I properly take care of it?

    Schleese has developed recommendations for the maintenance of your investment. Please visit http://www.schleese.com/saddlecare.

    27⇒ How do I keep my warranty and fit guarantee?

    While of course the choice is entirely yours, we do prefer that you use only Schleese authorized Saddle Fitters/Representatives to have any work done on your saddle in order not to negate the warranty on the tree. An extensive list of our associates is available on the web. Your order evaluation form defines our warranty and fit guarantee. Refer to the back of your form for further information or visit http://www.schleese.com/Company-Policy.

    28⇒ I have bought a used Schleese saddle from a third party. Is it still under warranty?

    The lifetime Schleese warranty is only applicable for the original owner. You may purchase an extended warranty for $250 once you have had the saddle examined for soundness by an authorized Schleese representative either onsite or through head office for a fee of $149 (plus shipping if applicable). This will extend the tree warranty and possible gullet plate or spring steel replacement for the new owner for a maximum of 5 years.

    29⇒ What are my payment options?

    Our SCHLEESE representatives have saddles that may be purchased on site. Full payment is required at time of sale. You man pay for your saddle with a personal cheque or use Visa or MasterCard. A 50% deposit is required on all saddle orders. Full payment is required before your saddle is delivered or shipped.

    30⇒ What is the warranty on my new Schleese saddle?

    LIMITED WARRANTY
    All leather and workmanship is guaranteed for one year under conditions of normal wear and tear. Leather is a natural product with inherent strengths and weaknesses. We closely inspect all leather, and all products are subject to stringent quality control; however, we can assume no responsibility for flaws in the leather itself. The SCHLEESE patented AdaptTree® is guaranteed against breakage for the life of the saddle to the original owner only. All metal parts on the tree itself (gullet plate, spring-steel and stirrup bars) are guaranteed for 5 years under normal usage to the original owner only. The obligation of SCHLEESE under its warranty is limited to the repair or replacement of any saddle components or, at the sole discretion of SCHLEESE, the entire saddle. This warranty is the only warranty on saddles sold by SCHLEESE. It supersedes and replaces any other warranties or conditions, express or implied, including any conditions or warranties implied by the Sale of Goods Act or any other statute. Under no circumstances will SCHLEESE be liable for any consequential loss, cost, damage or injury arising from the use of any saddle sold.

    EXTENDED WARRANTY
    An extended warranty may be purchased on used SCHLEESE saddles bought either through SCHLEESE directly or through third parties. The extended warranty will cover only the tree itself including gullet plate, spring steel and stirrup bars against breakage. For a one-time cost of $495.00 the extended warranty may be purchased within 10 days of an evaluation done by an authorized SCHLEESE representative (charges may apply for the examination). The warranty must be registered at SCHLEESE head office by the client within 30 days and is only valid for saddles no older than 5 years (based on serial numbers). Should the saddle be deemed not sound “as is”, the extended warranty will not be offered until the necessary repairs have been made.

    31⇒ How do I purchase a Schleese saddle?

    You can purchase a saddle directly from our representatives at an on-site Saddle Fitting appointment. If you are not in an area we have a representative, we can work with you long distance. Please email info@schleese.com for more information.

    32⇒ Can I send/return a Schleese product to your Las Vegas, Nevada address as noted on my invoice? Can I send product(s) to the Buffalo, New York address I see on the shipment label?

    Unfortunately, NO. We do not receive shipments at either of these locations. All product(s) must be returned to our Head Office in Canada. Before shipping you MUST obtain a Return Merchandis Authorization Form (RMA) from customer service. Please contact 1-800-225-2242 x 46 or llundy@schleese.com.

    ⇒ How is Sales Tax calculated on my order?

    Sales tax on your order is calculated according to the destination of the merchandise, since provinces and states have individual tax laws. Schleese does not benefit from the collection of sales/use tax and we remit collected tax directly ot the taxing jurisdiction. We are required to collect tax on any order sent to states where we operate a retail business. If you are contacted by the Dept. of Revenue (DOR) of your state requesting payment of applicable use tax, please forward any documentation you have received to info@schleese.com and we will contact the DOR on your befalf to prove payent has been remitted.

    Please note, there is no sales tax on orders delivered to the following states: AK, DC, DE, HI, MT, OR AND WV.