Frequently Asked Questions

General

Why does TurnoutHQ charge a small annual fee?

This nominal 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. Our goal is to keep this cost low and accessible, avoiding the high monthly subscription fees commonly found on other platforms. We’re committed to providing exceptional value while fostering a secure and enjoyable space for everyone passionate about horses.

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….its all about horses! At TurnoutHQ, we verify our members as part of our commitment to data integrity. This initial step helps us reduce the risk of fraud and ensures a secure and trustworthy environment for everyone in our community.

We also provide a space for friends, clubs, and associations to connect. With our Groups feature, you can manage your organization or social circle effortlessly. Share documents, videos, photos, and events, or even handle membership fees—all in one place. It’s the perfect tool to create and grow your community on our platform, and best of all, it’s free!*

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

Please reach out to us at support@turnouthq.com. We're dedicated to responding promptly and ensuring every member of our community enjoys a positive experience.

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

Submit your request , and we’ll get back to you shortly with details on how to add your group, association, or sanctuary to TurnoutHQ. We’ll guide you through the process and timeline to ensure your group has the best possible experience—all at no cost to the group—so your community can thrive.

What features are available to Groups?

Groups allows you to connect and engage with your invited members through posts, photos, videos, and announcements. You can also conveniently share documents within the group.

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.

Marketplace

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.