FAQ
Item number
How should the article number be read?
The first 5 digits indicate the type of chain. The digits 6-8 indicate the length of the chain (for dressage necklaces the number of individual links) and the last two digits indicate the quality/material of which the chain is made. For all other items: the first five digits indicate the item type, the next three are internal code numbers, the last two describe the color.
Ordering and purchasing
Can I return my order? How do I initiate a return?
You can return the order to us free of charge within 60 days. Please use the following link Returns portal. If there is a problem with a product after the 60 days, please contact our support team so that we can find an amicable solution.
How can I order from the SPRENGER online store?
If you would like to order an item, please click on the "Add to shopping cart" button. All selected items will be displayed in the shopping cart. From there you can proceed to the checkout. To continue with the 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 on "Buy now" to complete your order.
Can I specify special requests?
For production reasons, we are often unable to accommodate every special request, but we are happy to hear your ideas and welcome suggestions!
When is my delivery free of shipping costs?
Delivery in Germany is generally free of charge.
How do I redeem a voucher / discount code?
You can redeem voucher codes during the order process in the "Enter voucher code" field. The corresponding discount will be deducted from the order value. 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 from €0.01.
How do I register in the online store?
During the ordering process you will be asked whether you would like to create a customer account. Alternatively click here
What do I do if I have forgotten 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 option "Order as a guest" when you go to the 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 telephone?
No, that is not possible.
How quickly will I receive my order confirmation?
You will receive the order confirmation by e-mail within 5 minutes.
I have completed my order process, but now something else has occurred to me. What now?
Your order will be processed directly by us. If you would like to order more items, you will need to place a new order.
Newsletter
How can I register for the newsletter?
To sign up to receive our regular newsletter with lots of background information on new products and tips about our products, you will find a sign-up box at the bottom of every page of the store.
How can I unsubscribe from the newsletter?
There is always an unsubscribe link at the bottom of your customer account or in every e-mail you receive from us.
Do I have to register for the newsletter to be able to order?
You don't have to subscribe to a newsletter to order from our online store - but the newsletter regularly provides information about Sprenger Insights, new products and exclusive discounts and promotions, so it's worth it!
Do I have to place an order to subscribe to the newsletter?
You do not have to order in our online store to receive the newsletter.
What advantages do I have from the newsletter?
As a newsletter recipient, you will regularly receive important information about dog sports and our new products. It also contains exclusive Sprenger Insights and news about promotions and discounts!
How often is the newsletter published?
The newsletter is published regularly every 14 days.
Payment and payment methods
What payment methods are available?
The following payment methods are available:
- PayPal
- (Klarna) Purchase on account
- Amazon Pay
- Credit card (Visa & Mastercard)
- Instant bank transfer
- Apple Pay
- Google Pay
How and when will my invoice be sent?
Automatically after dispatch by e-mail / also stored in the customer account
What do I do if I have not received an invoice?
In such a case you must write to support.
Why have I received a reminder despite payment?
In such a case you must write to support.
Can I change the due date of my invoice?
In such a case, you must write to the support team and the payment provider.
I have returned my order or some of the items and have now received a reminder for the amount. Who should I contact?
In such a case you must write to support.
Shipping and delivery
How will my order be delivered?
Delivery is by DHL.
Can I also have my order sent to packing stations or post offices?
You are also welcome to send your order to DHL packing stations or post offices.
How high are the shipping costs?
Shipping is free of charge!
Can I order free shipping above a certain value?
Shipping is generally free of charge.
When will my order be delivered?
Delivery times are generally as follows:
- Germany 1-3 working days
- France 2-4 working days
- Italy 2-4 working days
- Austria 2-4 working days
- Spain 3-5 working days
What if my order gets lost?
If you do not receive your order within 1 week, please contact our customer support.
Can I track my order?
You will receive a shipping notification from us by e-mail, which contains a link to track your shipment. This can also be found in your customer account under "My orders".
What if I am not at home when the delivery is made?
If you are not at home, you will be notified accordingly by the shipping service provider.
How quickly will my delivery be sent?
Ordered by 1 p.m. = same-day shipping
Are all items available for immediate delivery?
The articles are immediately available - if not, the article is marked accordingly
How can I change my address?
Not possible after ordering, beforehand in the customer account or order process
How can I cancel an item or an entire order?
In such a case you must write to support.
My order has not arrived. What do I do now?
In such a case:
1. check tracking
2. write to support
Why haven't I received all the items I ordered?
Check tracking. Possibly several packages? Write to support.
What shipping and delivery options are available?
Shipping by Deutsche Post DHL
Can I choose the shipping service provider myself?
Unfortunately not. Exclusively by Deutsche Post / DHL
Contact and service
I'm not sure which product is right for me and my dog. How can I get advice?
Have a look at our FAQ section and our info pages. There we cover many topics in more detail for you. If you have any further questions or problems, you are also welcome to contact our support team.
Can I also get advice over the phone or just by e-mail?
You can get advice by e-mail, but you can also use the callback form to call our support team.
Who do I contact if I have problems?
If you have any problems, please contact our support team directly. We will take care of your request as quickly as possible.
Who is my contact person?
Please contact our support team with any concerns or problems. The relevant expert will then get back to you.
When can I expect a reply to my e-mail?
On working days within 24-48 h.
Can I also buy (try on) Sprenger products in a store?
Of course, you can also buy our products directly in a store. We have many specialist retailers who offer our products. We will be making a retailer search available again shortly.
Are there certain times when the service can be reached?
You can reach our support team on weekdays from 8 a.m. to 4 p.m.
B2B
How do I become a dealer?
Please get in touch with us at: sprenger.com/contact
Can anyone become a retailer?
No, only tradespeople in the appropriate specialist area
Do I need an online store to become a retailer?
No - online store and/or specialist store are sufficient.
