Shipping, Returns, and Warranty Policies

Shipping Policy

At Herm Sprenger North America, L.P. (HSNA), we are committed to the timely and reliable shipping of our products. We appreciate your business and aim to provide a seamless experience from checkout to delivery.

Shipping Method

All retail orders ship via FedEx 2-Day service, including allowances for Saturday residential delivery where applicable. Delivery timeframes are estimates and may vary due to carrier operations, weather, weekends, or Federal holidays.

Processing Time

• Orders are processed within 24–72 business hours after purchase.
• All orders ship from our warehouse in Upstate New York.
• We do not ship on weekends or Federal holidays.

Order Modifications & Cancellation Requests

Please carefully review your order summary at checkout to ensure all items, sizes, and quantities are correct. By completing checkout, you confirm that your order is accurate and complete.

Once an order is confirmed, cancellations or modifications are not permitted, including requests to add items or apply additional discounts. If you need to return an item after delivery, you may initiate the return process through our Return Portal.

Shipping Responsibility

Once your package leaves our facility, delivery timing is subject to the carrier’s operations.

What This Means:

• Delivery dates provided are estimates.
• HSNA is not liable for delays caused by FedEx or other carriers.

If your package is delayed:

Contact FedEx directly:

Phone: 1.800.463.3339

Website: FedEx Customer Support

Please have your tracking number available.

While we cannot control carrier delays, our customer service team is available to assist with questions at:

customerservice@hermsprengerusa.com

650-229-5993

Damaged Packages

If your package arrives visibly damaged, please contact our customer service team immediately so we can assist in resolving the issue.

Return Policy

At HSNA, we strive to ensure your satisfaction with every purchase. Our return process is managed through Loop Returns to provide a streamlined and transparent experience.

Return Window

Returns and exchanges must be initiated within 30 days of delivery.

All returns must receive pre-approval through our Return Portal or by contacting customer service.

Return Eligibility

To qualify for return:

• Items must be unused and in original condition
• Original packaging must be included
• All tags, inserts, and components must be returned
• Proof of purchase is required

The following items are not eligible for return:

Closeout products

• Used items showing signs of wear
• Opened-box equine bits that have been placed in a horse’s mouth
• Gift cards or store credits

Returns submitted for ineligible items will not be refunded. If an ineligible return is received, the product may be shipped back to the customer at a cost of $10.99.

Return Process (Loop Returns + Checkout+)

We use Loop Returns (powered by Offset) to manage all returns, exchanges, and refund requests.

To initiate a return, please visit our Return Portal:

https://herm-sprenger-usa.loopreturns.com/#/

During the return request process, you will select your preferred resolution:

• Exchange
• Store Credit
• Refund to Original Payment Method
• Instant Exchanges (Checkout+)

Where inventory allows, eligible exchanges may qualify for an instant exchange through Checkout+, which allows your replacement item to ship immediately before your original item is received.

If the requested exchange item is unavailable, you may choose store credit or a refund.

Return Shipping & Protection Option

If return protection is selected:

Return shipping and handling are covered at no additional cost.

If return protection is not selected:

Return shipping and handling fees will be calculated and deducted automatically during the Loop return process.

All returns are processed through Offset’s platform, which supports carbon-neutral return shipping initiatives.

Refund Options

Store Credit

Store credit returns are processed free of charge within the 30-day return window.

Exchanges

Exchanges are processed free of charge within the 30-day return window.

If the exchanged item is of greater value, you will be prompted to pay the difference.

If of lesser value, you may receive store credit or a refund for the difference.

Refund to Original Payment Method

Refunds to the original payment method are available once the returned item is received and inspected.

Shipping charges are non-refundable unless the return is due to a fulfillment error or verified defect.

Please allow 5–7 business days after receipt for inspection and processing.

Changes to Refund Type

Once a refund has been processed, the refund type cannot be changed.

Customers may request a change in refund type prior to processing; however, approval is subject to availability and cannot be guaranteed.

Damaged or Defective Items

If you believe your item is damaged or defective, be sure to get in touch with our customer service team immediately.

HSNA offers a one-year warranty against manufacturing defects and quality concerns from the date of purchase. Please refer to our Warranty Policy page for full details.

Customer Service

For any questions regarding shipping, returns, or warranty claims, please contact:

Email: customerservice@hermsprengerusa.com

Phone: 650-229-5993

 

We appreciate your business and thank you for choosing Herm Sprenger.