Shipping and Return Policy
Shipping Policy
At HSNA, we are dedicated to ensuring your complete satisfaction with every purchase. We prioritize timely and reliable shipping to deliver our high-quality products directly to you. With our commitment to excellent customer service, we are here to assist you at every step of the process, from order placement to delivery. Thank you for choosing Herm Sprenger USA!
Shipping Method
All orders ship via FedEx 2-day shipping, which includes allowances for Saturday delivery to residential addresses. We strive to ensure your order reaches you as quickly and efficiently as possible. Delays may be expected during weekends and Federal holidays.
Processing Time
Once the order is placed, please allow 24-72 business hours for processing and fulfillment. All orders are shipped from our warehouse in Upstate New York after being imported from Germany.
Order Modifications & Cancellation Requests
At checkout, please review your order summary carefully to ensure that all items, sizes, and quantities are correct. By checking the designated checkbox during the checkout process, you confirm that your order is accurate and complete. Once your order is confirmed, cancellations or modifications are not permitted. However, if you wish to return any items, you may initiate our easy return process by clicking on the provided link.
Delayed Deliveries
In the event your package's delivery is delayed, please reach out to the customer service team for assistance.
Shipping Responsibility
At Herm. Sprenger North America, L.P. (HSNA), we strive to ensure your order reaches you promptly. However, once your package leaves our facility, delivery times are subject to the carrier's operations.
What This Means for You:
- Estimated Delivery Times: The delivery dates provided are estimates. Actual delivery may vary due to unforeseen carrier delays.
- Carrier Delays: HSNA is not liable for delays caused by FedEx or other shipping carriers.
If Your Package Is Delayed:
- Contact FedEx Directly:
- Phone: 1.800.GoFedEx (1.800.463.3339)
- Website: FedEx Customer Support
- Provide Your Tracking Number: This will help FedEx assist you more efficiently.
We're Here to Help:
While we cannot control carrier delays, our customer service team is available to support you with any questions or concerns. Please feel free to reach out to us for assistance via email at customerservice@hermsprengerusa.com.
Thank you for your understanding and patience.
Damaged Packages
If the package arrives damaged, please contact customer service immediately for assistance. We will work with you to address any concerns and facilitate a resolution.
Customer Service
For any questions or concerns regarding your order, shipping, or delivery, please don’t hesitate to reach out to our customer service team. Your satisfaction is our priority!
Email : customerservice@hermsprengerusa.com
Phone: (518) 804-0229
Thank you for choosing Herm Sprenger!
Return Policy
At Herm. Sprenger North America, L.P.(HSNA), we strive to ensure your complete satisfaction with every purchase. Our return policy is designed to provide you with a seamless experience.
Return Eligibility: You may return items within 30 days of delivery. To ensure your return is processed in a timely manner, please obtain pre-approval through our return center page or by contacting our customer service team.
All eligible returns must include original packaging, along with the product in its’ original condition. Returns made for ineligible products will not be refunded. If your ineligible return is un-refundable, return shipment is available for $10.99.
Discounted products are not eligible for return. Used items with notable signs of wear are ineligible for return. Opened-box equine bits are ineligible for return. Requests for returns for gift cards or credits will be denied.
Return Process: To initiate a return, please obtain pre-approval through our return center page or by contacting our customer service team. When requesting a return, please advise how you would like to proceed with reimbursement; we offer free exchanges, free store credit returns, and refunds.
Once your return request has been reviewed & approved, you will receive a pre-paid return shipping label & return information via email. Please safely package your return and bring it to any FedEx drop location for return shipping.
Refund Options:
Store Credit: If you opt for a store credit refund, this process will be free of charge within the 30-day window following your order's delivery date.
Exchanges: If you opt for an exchange, this process will be free of charge within the 30-day window following your order’s delivery date. Please indicate the item you would like to exchange prior to shipping your return.
Refunds to Original Payment: For refunds issued to your original payment method, a restocking fee of $5.99 will apply. This fee will be deducted from your total refund.
Changes to Refund Type
Once a refund has been processed, the selected refund type cannot be changed. Customers may request a change in refund type before their refund is issued; however, approval is subject to availability and cannot be guaranteed. If a refund has already been processed as store credit or to the original payment method, it will remain in that form per our policy.
For assistance with refund requests, please contact our customer service team at customerservice@hermsprengerusa.com
Damaged or Defective Items:
If you receive your order & believe your product is damaged or defective, please contact our customer service team immediately. We offer a one-year warranty against manufacturing defects and quality concerns following the date of purchase. Please visit our Warranty Policy Page for additional information.
Questions or Concerns:
If you have any questions or concerns regarding your return, please contact our customer service department at customerservice@hermsprengerusa.com.