Customer service
How can we help?
Whether you are checking on an order, comparing bit options, or caring for a favourite piece, you are in the right place. Browse the answers below or send our team a note.
Order changes
Need to change or cancel an order?
Use the order-management portal linked in your confirmation email within four hours of placing your order. Making the change there is the only way to guarantee it is applied. We may not be able to accommodate requests sent by email. After four hours, the order cannot be changed or cancelled, but eligible items can still be returned or exchanged after delivery.
Start here
What can we help with today?
Choose the closest topic and we will point you in the right direction.
Find the right bit
Get guidance on fit, mouthpiece options, and what to try next.
Explore bit guidanceCustomer service FAQ
Choosing a bit and getting fitting help
Not sure which direction to take? We are happy to help you narrow down the mouthpiece, cheekpiece, and thickness that may suit your horse.
Absolutely. Tell us your discipline, current bit, what is not working, the size you need, and anything you know about your horse's tongue, palate, bars, or lips. Photos of the current bit in the horse's mouth are especially helpful. We will ask a few questions so we can make a thoughtful recommendation.
The more context you can share, the better. Include your horse's discipline and level, current bit, the behaviour you are trying to change, mouth size, known mouth anatomy, and any materials you need to avoid. If the horse already likes a particular feature, let us know so we can preserve what is working.
Not necessarily. Strength can come from balance, training, rider contact, fit, mouthpiece shape, or leverage. We will help you look at what the horse is doing in the current bit and whether fit or pressure distribution could be improved before suggesting more leverage.
The bit may be one factor, but these behaviours are often multi-factorial. Bit width and thickness, noseband fit, dental comfort, saddle fit, back sensitivity, rider hands, and training can all contribute. We will help you narrow down the possibilities rather than assuming a new bit is the only answer.
Absolutely. Please send clear photos from the front and both sides with the bit sitting normally in the mouth. A short video can also help when the question is about movement or orientation. Remember to include the current bit size and style.
We handle day-to-day fitting support in writing so the right person has time to review your photos, measurements, and full history carefully. While we do not offer phone or in-person consultations, you can use our directory of independent qualified fitters for a dedicated live assessment.
Please involve a vet or equine dental professional if you see sores, cuts, ulcers, blood, difficulty eating or swallowing, weight loss, sudden behaviour changes, unusual head or jaw sensitivity, or excessive salivation beyond the horse's normal response. Those signs deserve a professional assessment rather than only a product recommendation.
Sizing and fit
Sizing can feel confusing, especially when cheekpieces and measurements vary. These answers will help you find the best starting point.
Measure the mouthpiece width rather than the horse's head or height. A well-fitting bit you already own is a great starting point: measure it from ring to ring and match that measurement. Our illustrated guide also shows what too small, correct, and too large look like.
Mouthpiece length is measured from ring to ring. Thickness is measured near the cheekpiece, ring dimensions are measured inside to inside, and shank or Baucher height is measured from the relevant attachment point to the mouthpiece. Product pages list the measurements that matter for that design.
No problem. Some bits carry a centimetre stamp while the site lists the customer-facing inch size. Use the size shown in the product selector as your ordering reference. If the stamp and your measurement seem inconsistent, send us a photo and the ring-to-ring measurement before ordering and we will help you check it.
Yes. Loose rings need a little extra room so the rings can move without pinching. When moving from a well-fitted fixed cheek to a loose ring, many horses need the next quarter-inch size. The illustrated sizing guide shows the difference.
If the current bit fits comfortably with no extra room, start with the same size. If it only just fits or the lips are pressed, the next quarter-inch size may be better. Cheekpiece style, fleshy lips, and bit guards can all affect the answer, so feel free to send us a photo if you are unsure.
Not reliably. External head size does not always predict internal mouth width or tongue-to-palate space. Measuring the mouth or a well-fitting bit will give you a much better starting point. A large horse can have a small mouth, and a pony can need more room than expected.
Yes, generally. Agadors bits at 4.5 inches and below use smaller, proportional cheekpieces, while sizes 4.75 inches and above use the standard horse-sized cheekpiece. If you need a small mouthpiece with a standard cheekpiece, please contact us before ordering and we will help you check the options.
A little variation is normal because our bits are handmade. If the fit looks materially different or the stamped size does not match what you ordered, send us a ring-to-ring measurement and clear photos. We will be happy to check it for you.
Products, materials, and care
Here are the answers to the product and care questions we hear most often.
Yes, that is completely normal. Sweet iron is designed to oxidize, and the blue surface gradually develops a brown or grey patina. That oxidation creates the taste many horses prefer. The goal is a smooth, well-cared-for surface rather than one that stays permanently blue.
A simple routine works well. After each ride, wipe the bit dry with a clean cloth. If you rinse it or it gets wet, dry it completely and apply a thin layer of food-safe oil, especially around the hinges and barrel. Avoid leaving it to soak or air-dry while wet.
Colour change and patina are normal. If you notice rough flakes, sharp spots, deep pitting, a seized joint, or unusually fast deterioration, please stop using the bit and send us photos, the order number, and a short description of your care routine. We will take a careful look.
Usually not. Rubber is soft and horse-friendly for the right mouth, but a horse that chews can damage it very quickly. If your horse leaves tooth marks on a bit, a metal, non-ported mouthpiece is likely a better option. Please keep in mind that rubber mouthpieces are non-returnable.
Not always. A thicker bit takes up more room, so horses with a fleshy tongue, low palate, or limited mouth space often prefer a thinner mouthpiece because it reduces compression. The best thickness is the one that suits the individual mouth.
The copper roller sits at the centre link and may encourage salivation and relaxed movement of the tongue. A barrel link also allows the two sides of the mouthpiece to move with a degree of independence. The exact feel depends on the mouthpiece shape and cheekpiece.
Start by laying the bit flat. The roller or centre link should usually sit as the highest point, and the Agadors lettering and size should read upright. Logo placement is not perfectly consistent across every design, and some bits work either way up, so feel free to send us a photo if the orientation looks odd.
No, a Baucher does not create curb action and does not require a curb strap. If you prefer to use one for added stability, it attaches to the small top ring where the bridle cheekpiece connects.
Please check the legality table on the specific product page and then verify it against the current rulebook for your governing body and class. Rules can differ between USEF, EC, FEI, USEA, and young-horse classes, and they can change over time. If a field is blank, it simply means we have not verified it yet.
Stock, restocks, demos, and custom requests
Availability can differ between Canada and the United States because each market has its own warehouse inventory.
Most restocks arrive in about four to eight weeks, although production, quality checks, and freight timing can shift the estimate. Sign up for the alert on the product page and check the current restock schedule for the best information we have.
Canada and the United States have separate warehouse inventory, and Canada often receives a restock before the US. If the other market has the exact bit and size, you are welcome to contact us. A cross-border transfer may be possible, although it can add time and cost.
The item is not on the current restock schedule and may be discontinued, but you can still use the product-page alert in case the plan changes. We are also happy to help you look for the nearest in-stock alternative.
Not usually, since demand for draft and oversized bits is limited. Check live stock and the restock page, then feel free to ask us about the closest available option.
We are no longer taking new custom-bit orders, but we are happy to help you find the closest in-stock option. In unusual cases, we can also check whether an existing sample already matches your request. Existing in-flight custom orders are handled separately based on their actual status.
Orders, discounts, and checkout
Need to make a change? Open the order-management portal linked in your confirmation email and update the order there within four hours. This is the only way to guarantee the change is applied. We may not be able to accommodate requests sent by email. After four hours, the order cannot be changed or cancelled.
Open the order-management portal linked in your confirmation email and make the change or cancellation there within four hours of placing the order. This is the only way to guarantee the request is applied. We may not be able to accommodate requests sent by email. After four hours, the order cannot be changed or cancelled, but eligible items can still be returned or exchanged after delivery.
Open the order-management portal linked in your confirmation email and update the shipping address there within four hours of placing the order. This is the only way to guarantee the new address is applied. We may not be able to accommodate address changes sent by email. After four hours, the address cannot be changed. If an order is returned because the address was wrong or unreachable, repeat delivery or refund processing may carry a $30 fee.
Open the order-management portal linked in your confirmation email within four hours of placing the order and choose the available size or item change there. This is the only way to guarantee the request is applied. We may not be able to accommodate requests sent by email. Complete any additional payment through the portal. After four hours, you can use the return or exchange process for eligible items.
Open the order-management portal linked in your confirmation email within four hours of placing the order and add the item there. This is the only way to guarantee the request is applied. We may not be able to accommodate requests sent by email. Complete any additional payment through the portal. After four hours, please place the additional item as a separate order.
Some offers can be combined and others have exclusions. Enter the codes at checkout and check the final total before payment. If a valid code does not apply as expected, send us the code and a screenshot of the cart and we will take a look.
Yes. Apply the gift card or store credit during checkout, then pay any remaining balance with another accepted method. If valid store credit does not apply, please contact us before placing the order when possible and we will help.
Shipping and delivery
Shipping options can vary by destination, warehouse, and item. Checkout and the current shipping policy will always show the best information for your order.
Most orders are packed within one to two business days. Tracking may be issued before the carrier's first scan, so it is normal for a new tracking number to take another day or two to start moving.
Standard delivery usually takes five to ten business days, although many orders arrive sooner. East Coast destinations are often faster than West Coast destinations because Canadian orders ship from Ontario and US orders usually ship from Pennsylvania.
Free standard shipping is available on eligible US and Canadian orders of $100 or more. We know a single bit can fall just short, but $100 is already a relatively low threshold for an equestrian order. We also accept eligible metal bits back even after they have been tried, something most other bit retailers do not offer. Covering free shipping on single-bit orders as well would mean raising our product prices considerably, so we are not able to waive the threshold. One option is to combine your order with a friend so you can reach $100 together.
Canadian orders normally ship from Ontario. US orders normally ship from Pennsylvania. An exchange, replacement, or item that is unavailable in the local warehouse may ship across the border and take a little longer.
Yes, we ship to the countries available in the storefront country selector. Shipments originating in Canada are generally sent with duties prepaid, so the checkout price is intended to be final. Please keep in mind that duties already collected are not refundable if an international order is returned.
Some US orders may show UPS 2nd Day Air at checkout. It speeds the carrier service after fulfillment but does not remove the normal one-to-two-business-day processing window, so a deadline cannot be guaranteed. Express service is not offered for shipments leaving Canada.
It can take a day or two for the carrier's first scan to appear after tracking is issued. If there is still no movement after that window, reply to the shipping email and we will be happy to check it.
Please contact us if there has been no tracking movement for seven or more business days. We will review the address and carrier history and arrange the appropriate replacement or refund if the shipment is confirmed lost.
Please check the delivery location, household members, neighbours, parcel lockers, and the address in your confirmation. Contact the carrier for delivery details, then email us if it is still missing so we can help review the shipment.
Your order may arrive in more than one parcel, especially when items come from different warehouses or an exchange is involved. Check each tracking email first. If all parcels show delivered and an item is still missing, send us the order number and a photo of what arrived and we will look into it.
Unfortunately, we are not able to deliver to Canadian P.O. boxes or offer local pickup. Please use a complete street address that the selected carrier can reach.
Returns, exchanges, refunds, and product problems
We want the return process to feel straightforward. Here is what to expect for returns, exchanges, refunds, and product concerns.
You have 30 calendar days from delivery to start a return or exchange. Most metal bits can be returned new or lightly used because trying the bit is part of deciding whether it works for the horse.
A few items are not eligible for return or exchange: rubber mouthpieces, Final Sale items, and Demo Condition bits. Gift cards, consumables, and original shipping or handling fees are also non-refundable. You can always find the return eligibility in the product title, description, and product-page returns row.
You can start through the Start a Return link in the site footer or the returns portal. Choose a refund, store credit, or exchange and follow the label instructions. If you prefer to arrange your own shipping, please email us first because the correct return address depends on the warehouse.
This optional coverage gives you a prepaid return label if you need one. If you skip it, the item can still be eligible for return, but you will need to buy a label through the portal or arrange your own tracked shipping.
Yes, if it is eligible and the return is started within 30 days. Lightly used metal bits are inspected and may later be sold clearly labelled as Demo Condition. Rubber, Final Sale, and Demo Condition items remain excluded.
Start the exchange through the portal and we will take it from there. For a size exchange, the replacement ships after the original is received and checked. For a different model, any price difference is refunded or invoiced before the replacement ships.
Once your return is received and inspected, we will issue an approved refund within five business days. Your bank or card provider may take a little longer to post the credit. Original shipping fees and collected international duties are not refundable.
We are sorry about that. Please email us the order number and clear photos of the item, size marking, and packing slip. We will cover the correction and arrange the right replacement at no cost to you.
Please stop using it and send us the order number, photos, and a short description of what happened. If a video would help show the movement, include that too. We will review it promptly and arrange a refund or replacement when the item is defective.
We are sorry about that. Please send us the order number, a photo of everything that arrived, and the packing slip if one was included. We will compare it with the shipment record and arrange the missing item at no cost if it was a packing error.
We will reach out with the closest available alternatives or offer to remove and refund the unavailable item. If we do not hear back within the stated response window, we may refund that item so the rest of your order can keep moving.
Contact, wholesale, and professional inquiries
We are always glad to help and will make sure your message reaches the right person.
The easiest way to reach us is to email hello@agadors.com or reply directly to an order email. Include the order number when there is one, and add photos or video when the question is about fit, size, damage, or orientation. We will make sure your message reaches the right person.
We aim to reply within one business day. Order, return, exchange, and stock questions are usually handled within one to two business days. Detailed fitting questions can take a little longer so the right person has time to review your photos and full history carefully.
Yes, we work with qualified retailers, professional fitters, and other equestrian partners. Email hello@agadors.com with your business name, location, customer base, website or social links, and the products you are interested in carrying.
We would be happy to learn more. Send the date, location, audience, event format, expected attendance, and what you are proposing to hello@agadors.com. We review fitting-clinic, professional, and partnership requests individually and will route your message to the right person.
Still need a hand?
Contact our team
Tell us what is going on and include the details you already know. We usually reply within one business day. Detailed fitting questions can take a little longer so the right person can review everything carefully.