FAQ
Item Number
How do I read the item number?
The first 5 digits indicate the chain type. Digits 6-8 indicate the length of the chain (for dressage neck chains, the number of individual links) and the last two digits indicate the quality/material of the chain. For all other items: the first five digits indicate the item type, the next three are internal identification numbers, and the last two describe the color.
Ordering and Shopping
Can I return my order? How do I initiate a return?
You can return your order free of charge (within Germany) within 60 days. Please use the following link Returns Portal. If there is a problem with a product after 60 days, please contact our support team so we can find a mutually agreeable solution.
How can I place an order in the SPRENGER online shop?
If you would like to order an item, please click on the "Add to Cart" button. All selected items will be displayed in the shopping cart. From there, you can proceed to checkout via "Proceed to Checkout". To continue with your order, you must first log in or create a customer account. Alternatively, you can also order as a guest. Then enter your personal details and select a payment method. Click "Buy Now" to complete your order.
Can I specify special requests?
Due to manufacturing reasons, we often cannot accommodate every special request, but we are happy to hear your ideas and welcome suggestions!
When is my delivery free of shipping costs?
Delivery within Germany is free of charge for orders over €50. Outside of Germany, shipping costs €9.90.
How do I redeem a voucher / discount code?
You can redeem voucher codes during the checkout process in the "Enter discount code" field. The corresponding discount will be deducted from the order total. If your code shows "Invalid", please check your details again, otherwise please contact our customer service.
Is there a minimum order value?
No!
Theoretically, you can order from us starting at €0.01.
How do I register in the online shop?
During the ordering process, you will be asked if you would like to create a customer account. Alternatively, click here
What do I do if I forgot my password?
If you have forgotten your password, you can reset it in the login area.
Can I also order as a guest?
Yes, you can place an order as a guest. To do this, select the "Order as Guest" option when you go to checkout.
Can I view my order online?
Registered customers can view current and past orders under "My Orders" in their customer account.
Can I also order by phone?
No, that is not possible.
How quickly will I receive my order confirmation?
You will receive the order confirmation within 5 minutes by email.
I have completed my order, but now I remembered something else. What now?
Your order is processed by us immediately. If you would like to order additional items, you will need to place a new order.
Newsletter
How can I sign up for the newsletter?
To sign up for our regular newsletter with lots of background information on new products and tips about our products, you will find a registration field at the bottom of every page in the shop.
How can I unsubscribe from the newsletter?
In your customer account or in every email you receive from us, there is always an unsubscribe link at the bottom.
Do I have to sign up for the newsletter to be able to order?
You don't need to subscribe to the newsletter to order in our online shop - but the newsletter regularly reveals Sprenger insights, new products and exclusive discounts and promotions, so it's worth it!
Do I have to order to sign up for the newsletter?
You don't have to order from our online shop to receive the newsletter.
What are the benefits of the newsletter?
As a newsletter subscriber, you will regularly receive important information about dog sports and our new products. It also contains exclusive Sprenger insights as well as news about promotions and discounts!
How often is the newsletter published?
The newsletter is published regularly every 14 days.
Payment and Payment Methods
Which payment methods are available?
The following payment methods are available:
- PayPal
- (Klarna) Purchase on Invoice
- Amazon Pay
- Credit Card (Visa & Mastercard)
- Instant Bank Transfer
- Apple Pay
- Google Pay
How and when will my invoice be sent?
Automatically by email after shipping / also stored in your customer account
What do I do if I haven't received an invoice?
In this case, you need to contact support.
Why did I receive a reminder despite having paid?
In this case, you need to contact support.
Can I change the due date of my invoice?
In this case, you need to contact support and the payment provider.
I have returned my order or part of the items and have now received a reminder for the amount. Who should I contact?
In this case, you need to contact support.
Shipping and Delivery
How will my order be delivered?
Delivery is via DHL.
Can I have my order sent to parcel stations or post offices?
You are welcome to have your order sent to DHL parcel stations or post offices.
How much are the shipping costs?
Delivery within Germany is free of charge for orders over €50. Outside of Germany, shipping costs €9.90.
Can I order with free shipping above a certain value?
Delivery within Germany is free of charge for orders over €50. Outside of Germany, shipping costs €9.90.
When will my order be delivered?
As a rule, the following delivery times apply:
- Germany 1-3 business days
- France 2-4 business days
- Italy 2-4 business days
- Austria 2-4 business days
- Spain 3-5 business days
What if my order gets lost?
If your order does not arrive within 1 week, please contact our customer support.
Can I track my order?
You will receive a shipping notification from us by email, which includes a link to track your shipment. This can also be found in your customer account under "My Orders".
What if I'm not home during delivery?
If you are not at home, you will be notified accordingly by the shipping service provider.
How quickly will my order be shipped?
Ordered by 1 PM = same-day shipping
Are all items immediately available?
Items are immediately available - if not, the item is marked accordingly
How can I change my address?
Not possible after ordering, before that in your customer account or during the ordering process
How can I cancel an item or an entire order?
In this case, you need to contact support.
My order hasn't arrived. What do I do now?
In this case:
1. Check tracking
2. Contact support
Why haven't I received all the items I ordered yet?
Check tracking. Possibly multiple packages? Contact support.
What shipping and delivery options are there?
Shipping via Deutsche Post DHL
Can I choose the shipping carrier myself?
Unfortunately no. Exclusively via Deutsche Post / DHL
Contact and Service
Can I get advice by phone or only by email?
You can get advice by email, but you can also use the callback form to speak with our support team by phone.
Who should I contact if I have problems?
If you have any problems, please contact our support team directly. We will take care of your concern as quickly as possible.
Who is my contact person?
Please contact our support team with all concerns and problems. The appropriate expert will then get back to you.
When can I expect a response to my email?
On business days within 24-48 hours.
Can I also buy (try on) Sprenger products in a retail store?
Of course you can also buy our products directly in a retail store. We have many specialty retailers who offer our products. We will make a dealer search available again shortly.
Are there specific times when customer service can be reached?
You can reach our support on weekdays from 8 AM to 4 PM.
B2B
How do I become a dealer?
Please contact us at: sprenger.de/contact
Can anyone become a dealer?
No, only businesses in the relevant specialist field
Do I need an online shop to become a dealer?
No - an online shop and/or a specialty store is sufficient.
Contact Us
