Shipping, Returns, and Warranty Policies
Shipping
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 over $100 ship free. Under this amount, $10.99 shipping costs will be charged. 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
Please note that once an order is placed it cannot be modified. Ensure all information is correct before finalizing your purchase.
Delayed Deliveries
In the event your package's delivery is delayed, please reach out to the customer service team for assistance.
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
Please check your shipping/billing address for accuracy prior to finalizing checkout. We cannot guarantee that we can adjust your address once your order has been processed.
Return Policy
**Our Updated Policy is Effective November 1st 2024**
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.
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.
Warranty Policy
HSNA stands behind the quality and craftsmanship of our products. We offer a one-year warranty against manufacturing defects and quality concerns from the date of purchase. This warranty covers repairs or replacements at our discretion.
Filing a Warranty Claim
To initiate a warranty claim, please follow these steps:
- Contact the Original Retailer (Place of Purchase): All warranty claims must be filed through the retailer from whom the product was purchased.
- Proof of Purchase: Please provide a copy of your original receipt or proof of purchase to validate your claim.
- Documentation: You may be required to submit photos and additional information regarding the product and the issue encountered.
Exclusions
Please note that the following conditions are not covered by this warranty:
- Metal discoloration or cosmetic wear.
- Quality issues arising from improper use or misuse of the product.
- Damages resulting from accidents or neglect.
Important Safety Recommendations
For your safety and your pet's safety, we recommend the following when using any training collar:
- Always use a backup collar and safety strap.
- Consult with a certified trainer to ensure proper usage of training tools.
- Follow recommended weight restrictions for all metal collars.
- Do not leave your dog unattended while using any training products.
We appreciate your trust in our products and strive to provide you with the best customer service possible. If you have any questions about our warranty policy or need assistance, please don’t hesitate to reach out to your original retailer or contact our customer service team.
Thank you for choosing Herm Sprenger!