Welcome to our Tokens & Tack Room FAQ, where we will answer your most frequently asked questions. If you haven’t found what you’re looking for, email us at [email protected] and we will be more than happy to help. If you would like to sign up or log in, just tap one of the buttons below.
The Tack Room
The Pure Tack Room is an exclusive, members only area on our website which is free and open to all equine enthusiasts wanting to join, not just those that keep horses or purchase Pure Feed.
Anyone can join – there is no need to purchase Pure Feed to enjoy the other benefits available in the Tack Room.
If you haven’t created a Pure Feed shopping account in the past, click here to sign up – your account will give you access to both the feed and supplement shop and the Pure Tack Room.
If you’re having trouble accessing the Pure Tack Room, our Membership Manager is here to help you. Email [email protected] with your question and we will get back to you as soon as possible. We’re usually able to deal with most queries quickly, but please allow 1 business day for a response.
We appreciate your interest, but currently we do not offer international shipping.
We hope that everyone enjoys the high-quality accessories on offer, but understand that sometimes a return or exchange is necessary. In the event that you would like to return or exchange your purchase, please email [email protected] with your reasons and a photo if the item is damaged.
We will get back to you in 1-2 business days with advice on what to do next, and a pre-paid Royal Mail postage label if required. Please follow the guidance for parcel size and drop it off at your nearest Post Office. When the original item has been received, we will send out a replacement or process the refund and let you know.
Tokens are printed on the new Pure Feed bags. Some of our feeds are still transitioning to the new bags but by early 2022 all products except Pure Treats will have Tokens printed on the packaging. If your supplier is working through the previous bags with some of our feeds, don’t worry – the new ones will cycle through soon.
Tokens are redeemable in full or as part payment for Tack Room special offers like Pure Necessities, our exclusive line of accessories from the Sara Blackshaw Collection, selected items in the Accessories shop, and towards donations to one of our Charities of Choice.
Cut the Tokens off the feed bags before you reuse or recycle them and keep the Tokens somewhere safe. When you’ve collected a minimum of 10 Tokens, you can send them in to us.
Write a note with the date, your name, address, phone number and email address as well as the number of Tokens you are sending in. Take a photo of your note (with the date clearly visible) and Tokens just in case there is an issue with delivery, and post the envelope to:
If you have proof of postage, keep that for your records just in case. If you are sending more than 50 Tokens, we suggest posting them via Signed For 2nd Class for extra peace of mind as we are unable to credit more than 50 Tokens if they are lost in the post.
We will add 2 bonus Tokens to your account upon receipt of submission to help cover postage.
When you submit Tokens for the first time, we will credit your account with 10 Bonus Welcome Tokens*, in addition to the 2 Token postage contribution.
*The Bonus Welcome offer only applies to first-time submissions of 10 or more Tokens per member*
If a member sends in Tokens for separate accounts they hold with multiple email addresses, their submission will be treated as a single amount and they will be asked which account they would like the Tokens added to. They will receive 10 Bonus Welcome Tokens for their combined submission as per the original offer. We reserve the right to remove duplicate accounts once a member has chosen their preferred account.
Please wait 5-7 business days from the day you posted your submission.
If you haven’t heard from us after 7 business days, contact [email protected] and email us the photo of your note, Tokens and the proof of postage (if you have sent them via Signed For or Recorded Delivery).
When we have received and processed your submission we will email you to let you know that you have Tokens to spend in the Tack Room.
You can use Tokens in full or as part payment for purchases of Pure Necessities, eligible Accessories, and donations to our Charities of Choice. When you shop for items that qualify for Token redemption, you will be invited at check-out to confirm the number of Tokens you want to use on your purchase.
Currently there is no expiration date on Tokens – they will remain in your account from the date added until you choose to redeem them.
Tokens can be used on their own in full, or topped up with cash – if you enter a number of Tokens that partially discounts your purchase, the total remaining will be recalculated and you can complete the purchase with your bank card.
Tokens can only be used on accessories in the Tack Room and eligible items in the Accessories shop.
We ask that you hold one account and your Token submissions will be added to that account exclusively. In the event that an individual submits Tokens for multiple accounts set up with different emails, we reserve the right to ask which account they would like to use for Tokens and will remove the duplicate accounts.