Frequently Asked Questions

Every day we receive calls and e-mails from our PONY members, often asking us the same questions. Well, we’ve compiled the MOST frequently asked questions right here for you. Hope this helps!

ENROLLMENT FAQs

Q: How do I enroll my child as a member of PONY?
A: Simply click here, e-mail us at info@pony.us or call us at 1-800-410-4145 (Monday-Friday, 8 am - 9 pm Eastern Standard Time) to receive your Welcome Package!

Q: When will I receive my Welcome Package?
A: The Welcome Package will arrive approximately 2-4 weeks after enrollment.

Q:Can the packages be returned?
A:Yes, each package comes with a ten-day preview period. You can return all packages, even the Welcome Package, free of charge. Call us or return it by the end of the ten-day period. Please mark the package “return to sender” and return your package to:
PONY 
Dept. 0700
Louisville, KY  40266-0700

If your post office refuses to accept your package please call us. Please be sure your membership number is located on the outside of the package so we can easily identify who the return belongs to and credit the proper account when it is received.

Q: How often will my child receive a club package and how much are they?
A: PONY packages are automatically shipped 12 times a year—approximately one every four weeks. Eight times a year we offer an Adventure Package that includes two great horse stories, extra items and surprises. Four times a year we offer a Special Package, which contains additional items such as CD books, computer games or full color illustrated fact books.  The price of the Adventure Package ranges from $20.90 to $24.90 and the price of the Special Package ranges from $26.90 to $29.90, including shipping & handling.

Q: Do I have to buy a specific number of packages?
A: No, you are under no obligation to buy a set number of packages. If you do not want to receive a club package you can skip it by using the Skip Coupon in the magazine, calling us or going online.  In addition, each package comes with a ten-day preview period which allows you to examine the package before buying it.
 
Q: Can I cancel my membership any time I want?
A: Yes, as long as your account is paid in full, you can cancel without any obligation.

Q: What if my package arrives damaged or items are missing?
A: Everything you receive from PONY is guaranteed to be in perfect condition! Please e-mail or call Member Service and provide us with your member number and the item that is damaged or missing, and we will make sure you receive a replacement right away.

Q: Can I pick and choose which items in a club package I want to buy?
A: Unfortunately we cannot sell items individually. However, we offer individual books and other products in our PONY E-Store, which can be found at www.ponybookstore.com, or click here.

Q: Is it possible to skip a package on the Internet?
A: Yes, Just click on NEXT PACKAGE on the upper blue bar on our Home Page and follow the instructions.  Please be sure to have your membership number and two-digit password handy.  If the skip is entered correctly you will receive a confirmation message.  Also, you can still e-mail us your skip request at info@pony.us.  Please be sure you are not past the skip deadline and remember to always include your membership number.

Q: What is this Password? And where do I find mine?
A: It's a 2-digit number that you will only need to use on our website when skipping a package  and for future PONY member exclusive web functions. You'll find it in the top right portion of your monthly invoice that comes with your PONY Package, after your 6-digit member number. Jot it down someplace safe, and don't give it to anyone! If you're a new member, it's also on your membership card.

Q: What package payment options do you offer?
  A:An invoice accompanies each club package. You can pay by mail using a personal check, bank check, money order or credit card.  Or you can pay by phone using a VISA or MASTERCARD.  Also, to avoid the hassle of having to write a check each month, we offer "E-Z Pay," an automatic monthly credit card payment feature.  Please contact a Member Service Representative for details on how to sign up.

Q: When do I receive my Member-Get-A-Member (MGM) gift?
A: When you refer a friend and your new friend joins PONY AND pays for their first shipment, you are eligible to receive your free horsey gift. It will take about 2-6 weeks from the time your friend’s payment is received for you to receive your MGM gift.
 
Q: Is it possible to use an old Member-Get-A-Member (MGM) brochure?
A: We would really appreciate it if you would use the most current MGM flyer when recruiting a new member, the reason being that our MGM program is so popular and supplies are limited.  The newest flyers have all the latest gifts and are more apt to be in stock.  If you need the latest MGM flyer, we can easily send you the most current brochure.

Q: I want my child to be listed as a Pen Pal. What do I have to do?
A: If your child is under the age of thirteen you will need to complete a permission slip. Please call Member Service to obtain a permission slip. Please provide us with your child’s name and mailing or e-mail address, depending on how you prefer the Pen Pal to contact your child. Also, please have your child write a short description telling us a little about herself, such as age, hobbies and interests (besides horses, of course!) and what she would like to write about with her new Pen Pal. Also, we ask that she tell us what kind of Pen Pal she is looking for. Once this information is received, along with the written permission, we will try to print your request in an upcoming issue of PONY Magazine! You can mail the Pen Pal request to: PONY, 225 North Main Street, P.O. Box 3228, Bristol, CT 06010 or email us at: info@pony.us. Sorry, space is limited, so all pen pal submissions cannot be published.

Q: My horse games haven't loaded properly on the new website. What do I do?
A: You will need Adobe Flash Player 8 or higher to play some of the horse games. Click on the icon below the game to get your free download. For more help click here.

CONTACT FAQs

Q: How can I contact PONY?                                                       
A: We are so accessible! Let me give you the run-down on ways to reach us:
PONY
225 North Main Street
P.O. Box 3228
Bristol, CT 06011

Member Service
Toll-free phone: 1-800-410-4145 Monday – Friday 8 a.m. – 9 p.m. Eastern Standard Time
E-mail: info@pony.us