Shipping & Returns Policy

Original-herm-sprenger-dog-collars.com wants you to be happy with your new purchase. If you are interested in shipping cost or have decided to return an item/items, we are here to help you.

Shipping Policy

Carriers

We use the following carriers to deliver your orders:

• UPS - time of delivery 1-5 business days once an order is shipped (not including holidays and weekends). Please note that some items may take more time to be ready for shipment.
• Most of our orders are shipped with this delivery method. Please also see the note below.
• EMS - fast air delivery worldwide (outside the USA only) from our warehouse directly to your door. On average 3-5 business days in transit (not including holidays and weekends).
• For our US Customers orders are shipped with USPS.
• Registered - economy delivery to any country worldwide except the USA. Time in transit on average 9-20 business days (except holidays and weekends).

Note!
Dear Customers, please be advised that the USA orders are shipped with UPS or EMS if it is a fast air delivery method. Orders to other countries of the world we ship with EMS (fast delivery method) or with Registered (slower delivery method).

Order Tracking

After shipping your order, we will update you with a tracking number by email. So, please, check your Inbox as well as Spam/Junk box. If you don't receive any information from us within 3-4 business days, please feel free to contact us via email, online chat or phone.

Shipping Rates

The price charged for the shipping of your order depends on the total price of products, and your location.
Please note! The shipping costs of some orders may vary. In such cases we will contact you and inform about the final shipping price for your approval.
When placing your order, before the final checkout page, you will see what the cost of the shipping will be, so you can decide if the price shown satisfies you.

Shipping cost for the USA orders

* 1-5 business days on average once the order is shipped (not including holidays and weekends)
** 3-5 business days on average (not including holidays and weekends)

For example:
The total price of your order is $55. If your order is shipped with UPS Ground delivery method then the charge for the shipment will be $9. In case your order is shipped with USPS delivery method, $18.99 will be charged for the shipping.

Shipping cost for International orders (outside the USA)

* 9-20 business days on average (not including holidays and weekends)
Please note that due to disruptions caused by COVID-19 in rare cases the shipping period may take up to 2-3 months.We apologize for this inconvenience.Unfortunately, we cannot influence on the shipping time because these are consequences of delivery delays of carriers. Our warehouses and factories operate as usual.

** 3-7 business days on average (not including holidays and weekends)

For example:
The total price of your order is $55. If your order is shipped with Registered delivery method, then the charge for the shipment will be $18.99. In case your order is shipped with USPS air delivery method, you will be charged $27.95 for the shipping.

Exchange Instructions

Please contact us for an authorization number prior to sending your item/items back for a return/exchange.

Please include the following at the beginning of your email:

• Order number (Invoice No.)
• First & last name
• Reason for return/exchange

Please add any information relevant to the item ordered. If you need to return/exchange multiple items simply repeat each step for each item.

If you received a wrong item:

• Send us the link to the item you expected to receive
• A photo of the item received

If you ordered a collar:

• The size of your dog's neck circumference
• (where a dog wears collars)
• A photo of the collar, unfastened and lying flat on a hard surface (table, floor, etc.) with a ruler along the length of the collar

If you ordered other item(s):

If you want to exchange any other item/s except for the above-mentioned, please email us with the name of the item(s) and the reason for exchange, sizes provided and photos attached.

The way of the refund process depends on your original payment method:

• If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days after the receipt of the returned item. Please contact the card-issuing bank and ask when your card will be credited.
• If you paid by PayPal we will refund your PayPal account.

Please note:
Do not ship any items back until you receive a return authorization number (RAN). Most of our communication is conducted via email. If you do not receive any reply from us within 1 business day, please, check your spam/junk box (sometimes our emails got in there) and email us again or call us (646)-257-4045.

Please be ready to provide us with your:

• Order number (Invoice No.)
• First name & last name.

The most efficient way to reach us is to contact by email, but we will be happy to help you over the phone as well.

Damaged Item(s)

Please, contact us prior to sending item/items back to receive a return/exchange authorization number

If you have received a damaged item or a wrong item, please accept our apologies. Email or call us within 7 days after the receipt of the shipment. Please, provide us with the explanation of how your order has been damaged and attach pictures of damaged item(s).

Damages:

We will file a claim with our shipping company and send a replacement as soon as we obtain a claim approval number, usually within 48-72 hours. If you require immediate replacement, we will charge your credit card for the second shipment and offer a refund once our shipping company has made a determination regarding the first shipment.

Dear Customer, we do our best to avoid such situations and the percentage of cases of the kind is very low but they still may occur. We want to provide you only with the best quality products and service, so in case it was our fault, we will make everything right at our expenses.

Return Policy

Please, contact us prior to sending item/items back to receive a return/exchange authorization number

All items (except close-outs and custom made products) are returnable within 21 days after delivery. Customers are required to pay additional shipping for exchanges. All returns and exchanges are subject to a 10% restocking fee unless the item/items is/are defective or the order was improperly filled.

The returned item(s) must:

• be unused
• (unless the item is defective)
• be received at our location within 21 days after delivery
• item(s) returned after 21 days will be donated to our local rescue program

Please note!
If you want to change your shipping address when your order is already in transit, you may contact the shipping company directly, tell your tracking number and ask to change the shipping address. Please note that some charges may be applied.
If for some reason it doesn't work, please, feel free to contact us. If possible, we will contact the shipping company ourselves and request to change the shipping address. $17 intercept fee will be applied. But we do not guarantee that the change of the shipping address is possible in each case.

We recommend to pack your return carefully and insure it with the shipping company to avoid liability in case the item is damaged in transit. If the return item/items is/are not in the initial condition, we will not provide a refund.

We will donate the item/items to our local rescue program on your behalf, thus you will be helping dogs that are less fortunate.
Please note that you will not receive any credit for these returns.

How to return an item(s)

If your return meets the above mentioned criteria, wrap your item/items carefully. Enclose a copy of your packing slip with the return.

Ship Your Return to:
Please, contact our support team to obtain the return address.
Please, write a suite number! Otherwise the package will not be delivered.

Please note - important!
1) Free shipped items, bite sleeves and other heavy weight items (bite suits, bite jackets, jumps, etc.) - are subject to a $25 fee or more per each item when returned.

2) There are some items, however, that are ineligible for return/exchange, including: collars and harnesses which were made up to custom size request.