General

Why does TurnoutHQ charge a small annual fee?

This annual fee supports our efforts to certify members and maintain a safe, vibrant community for horse enthusiasts. A THQ membership also supports the equine community by donating a portion of the fee back to clubs, associations and other equine non-profits. We keep costs low and avoid high monthly subscription fees to make TurnoutHQ accessible to every horse lover.

What makes TurnoutHQ unique?

TurnoutHQ is all about horses, designed specifically for horse enthusiasts. Unlike other platforms, THQ caters exclusively to your passion for horses, no diet ads, recipe overloads, old high school photos, or random cat videos to sift through….it’s all about horses!

At TurnoutHQ, we: Verify every member to reduce fraud Offer Groups so friends, clubs, and associations can connect and organize Provide tools for sharing posts, documents, videos, photos, events, and more All of this in one place, designed just for equestrians. And yes, Groups are free!

How can I get support, share feedback, or make a request to TurnoutHQ?

Easy! Just email us at support@turnouthq.com. We’re here to help and always happy to hear from you.

I want to bring an association or group to TurnoutHQ. How do I do this?

Once you are a full member you can submit a request to create a group in the community. Submit your request and we will set up your group for you. You will be notified once your group is ready!

What features are available to Groups?

Groups can: Post updates, share photos and videos Upload documents and announcements Manage memberships and fees It’s a one-stop hub to keep your horse community connected.

What is Stripe and why am I using it for payments?

Stripe, a secure online payment platform, ensures safe transactions and verifies users, guaranteeing genuine interactions on TurnoutHQ.

Account Settings

How do I reset my password?

Go to your Account Settings and select "Password" to set a new one. If you’re locked out, use the "Forgot Password" option and follow the email instructions.

How do I edit my personal information/username?

Head to Account Settings, click "Edit Profile," and make any desired changes.

How do I change the email associated with my account?

Go to your account settings and select “Contact Details” here you can update your email address. Make sure to verify your new email address.

What is the difference between a business account and an individual account account?

Individual Account: Great for personal use and connecting with the horse community.

Business Account: Perfect for equine businesses, nonprofits, and organizations. Add business hours, location, and get found more easily.

Can I switch between a business and individual account?

You can switch an individual account to a business account, but not the other way around. All past activity becomes part of the business profile. For a clean start, we recommend creating a new business account.

How do I turn notifications on/off?

Click on the bell icon to open recent notifications. This is your hub for all notifications. In the top right you can access settings through the gear icon. Here you can toggle on and off notifications.

Marketplace

What are the fees for selling on TurnoutHQ?

Fees are automatically included in the buyers price so sellers will receive less than the buyer pays. Sellers pay a small fee per sale to help cover platform costs. Buyers also pay shipping fees based on the item’s size, weight, and shipping speed.

How does placing a bid as a buyer work?

Once a bid is placed, the seller has 48 hours to respond. If no action is taken, the buyer receives an automatic refund.

How long does shipping take?

Most items arrive within two weeks, depending on the chosen shipping method. Estimated delivery times are shown at checkout.

How do refunds work and how long do they take?

For direct purchases, if the seller takes no action within two weeks, a full refund is issued. Refunds typically appear within 3 to 6 business days after confirmation. Refunds will be distributed utilizing the original payment method.

How does the dispute process work?

Orders can be disputed up to 5 days after the delivery date. Once the order is finalized and either party begins the review process, the order can no longer be disputed. Disputes will be handled by our support team.

How long do I have to respond to offers as a seller?

Sellers have 48 hours to accept or decline a bid. Inaction results in an automatic refund to the buyer. Email notifications are sent for each bid or purchase to help facilitate the process.

How does shipping work as a seller?

Items must be shipped within two weeks of purchase. Once the shipping label is printed, the order is locked and cannot be canceled. If the order can’t be fulfilled, a dispute must be opened.

When can pickup orders be canceled?

Pickup orders can be canceled any time before being marked as delivered.

As a seller when will I get paid?

Payments are initiated 2 to 5 business days after the item is marked as delivered, provided no dispute has been opened.

When are orders finalized?

Once a review is started by either party, the transaction is considered complete and no further disputes can be made.