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If you are looking for information associated with the headings below, please click through to view a list of frequently asked questions and further contact information.

Customer Service Hours: Monday-Friday 9:00–5:00 PDT

Frequently Asked Questions
Product
Shipping

If you have encountered a shipping related problem with your Herschel Supply product, please take a look below for answers to some of the most frequently asked questions. If your question is not listed, please fill out our contact form below.

  • 01 How much does shipping cost?
    Order Value Standard
    (4-10 Business Days)
    Express
    (2-3 Business Days)
    Up to $100 $9.95 $25.00
    $100 and Over Free $25.00

    The following locations do not qualify for free shipping on orders over $100 and are eligible only for flat rate shipping:

    Mexico ($15)
    Hawaii ($25)
    American Samoa ($50)
    Puerto Rico ($50)
    US Virgin Islands ($50)
    Guam ($50)

  • 02 Can I add items to an existing order?

    No, once an order has been placed, we are unable to add items to an existing order.

    If you have any concerns about an existing order, please fill out our Contact form and provide your order number for reference.

  • 03 Can I cancel an order once it has been placed?

    No, once an order has been placed, we are unable to cancel the order.

    If you have any concerns about an existing order, please fill out our contact form and provide your order number for reference.

  • 04 When will my order ship?

    Your order will be shipped Ground Service unless you select the Express Service. Once shipped, orders are generally received within 10 business days. We do not ship on Saturdays, Sundays, or holidays which include the following:

    Holidays that we do not ship orders:

    Canada USA
    Christmas Day, Boxing Day, New Year’s Day, Good Friday, Victoria Day, Canada Day, Civic Day, Labour Day, Thanksgiving, Remembrance Day, Family Day Christmas Day, Boxing Day, New Year’s Day, Memorial Day, Independence Day, Labour Day, Columbus Day, Thanksgiving

    While we will do all we can to ensure your order is delivered on time. Herschel Supply Co. cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

     

  • 05 How can I track my order?

    You can track your order by clicking the link found in the shipping confirmation email

    Please allow 2 business days to receive your shipment notification email after placing your order.

  • 06 Express shipping

    Orders placed after 9 am PT with Express Services will be shipped the next available business day. If the order is placed after 9 am PT, this day will not be included in the guaranteed 2 – 3 business day delivery window.

    *Please note that Holidays and weekends are not included in the 2-3 day shipping guarantee.

  • 07 Ground shipping

    Order placed after 5 pm PT with Ground Services will be shipped out the next available business day.

  • 08 Which countries does Herschel Supply ship to?

    Orders placed through the Herschel Supply website are available to ship within Canada, Mexico, the United States and the US territories listed below.

    American Samoa
    Puerto Rico
    US Virgin Islands
    Guam

  • 09 Does the Herschel Supply online store ship to PO boxes or military addresses?

    At this time we are unable to ship to PO boxes or APO/FPO/DPO addresses.

  • 10 Do I need to sign for my order?

    All orders placed through the Herschel Supply Co. online store exceeding $100 require a direct signature upon delivery.

  • 11 What is an international transaction fee?

    The international transaction fee is the fee charged to your credit card for making purchases out of country, and is generally between 2-3 percent of the amount of each purchase you make depending on your bank/credit card company.

    Be assured that this charge was not made on our behalf.

    Please contact your issuing bank/credit card company for more information as we are a Canada based company.

  • 12 Estimated delivery times

    Click on your region on the map below to see the estimated delivery time for your order:

    *Please note these times are estimated for standard ground delivery and are not guaranteed.

Warranty
  • 01 What is covered under warranty?

    Bags & Accessories

    Herschel Supply Co offers a limited one-year warranty that guarantees all products to be free of defects in material and workmanship starting on the date of purchase from an authorized retailer.

    Herschel Supply will replace any products found to be defective within the range of common and everyday use. Our warranty does not apply to damage caused by accidents and/or wear and tear. Our only responsibility shall be limited to the refund or replacement of the defective product.

    The limited one-year warranty only applies to products that have been purchased from authorized Herschel Supply retailers. All warranty claims must be accompanied by the original purchase receipt.

    Warranty is automatically voided if any modification, change or alteration has been made to the product. Modification include but are not limited to embroidery or iron on patches.

    When filing a warranty claim directly through Herschel Supply, please submit high quality photos and a clear description of the defect.

    *Bags and Accessories includes: backpacks, duffles, luggage, messengers, totes, hip-packs, travel accessories, wallets and pouches, computer and iPad sleeves.

    Headwear

    Herschel Supply Co offers a 30 day guarantee that all headwear be free of defects in material and workmanship starting on the date of purchase from an authorized retailer.

    *Headwear includes: hats and beanies

  • 02 How do I file a warranty claim?

    If you are located in Canada or the United States, photographs of the defect are required. Once the photos of the defect are inspected and the warranty claim has been approved, we will issue the consumer a discount code to our online store for the corresponding monetary value of the item. The value of the discount code will be equivalent to the MSRP (manufacture suggested retail price). The discount code will only be valid for a single use and will expire one year from the date of issue.

    Online purchases made directly through the Herschel Supply Co. online store are eligible for a refund if requested. Items purchased from authorized dealers are only eligible for product replacement through the Herschel Supply online store.

    All warranty products must receive an RA number prior to receiving a credit for replacement.

  • 03 How do I file a warranty claim if I live outside of Canada or the United States?

    If you are located outside of Canada or the United States, photos of the defect are required. Once these images have been inspected and a review of the defect description has been completed, we will forward the customers claim to the corresponding Herschel Supply representative in the area to further assist with the claim.

  • 04 Can my item be repaired?

    Currently, we do not have a repair facility available. However, if you do not wish to continue with a full warranty claim, you may have your item repaired by a third party at your own expense. Please note that Herschel Supply will not accept responsibility for the cost of the repair.

    Here at Herschel Supply all warranty claims are dealt with as promptly as possible. Most claims are completed within 5 business days, however, during peak retail seasons such as Christmas and back to school, warranty claims may take an additional 4 – 5 business days. We thank you for your patience.

Returns
  • 01 Looking to return or exchange your recently purchased Herschel Supply product?

    If you would like to return or exchange a product purchased on our online store, please fill out our contact form including the order number and we will get back to you shortly.

    Returns and Exchanges only apply to product that has been purchased from our online store.

  • 02 What is the exchange policy?

    Herschel Supply does not provide direct exchanges. Please see the Returns process outlined below for more information. You may place a new order at any time for a different item.

  • 03 What is the return policy?

    Bags & Accessories

    Herschel Supply product that is purchased online (excluding promotional or sale items) can be returned within 60 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. Upon receiving your returned Herschel Supply merchandise at our warehouse, a refund in the amount of the purchase will be issued to you for the Herschel Supply product within 10 – 14 business days. This refund will be issued to the credit card or PayPal account that was used to make the original purchase. We cannot refund different accounts or credit cards.

    * Customers are responsible for all shipping expenses on the return of Herschel Supply product.*

    *Bags and Accessories includes: backpacks, duffles, luggage, messengers, totes, hip-packs, travel accessories, wallets and pouches, computer and iPad sleeves.

    Headwear

    Herschel Supply product that is purchased online (excluding promotional or sale items) can be returned within 60 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. Upon receiving your returned Herschel Supply merchandise at our warehouse, a refund in the amount of the purchase will be issued to you for the Herschel Supply product within 10 – 14 business days. This refund will be issued to the credit card or PayPal account that was used to make the original purchase. We cannot refund different accounts or credit cards. * Customers are responsible for all shipping expenses on the return of Herschel Supply product.*

    *Headwear includes: hats and beanies

  • 04 Can I return/exchange a sale item?

    No, all sale items are final sale and are not eligible for a price adjustment, return, or exchange.

  • 05 Additional Information

    It is our company policy that the customer must pay for all shipping expenses on the return/exchange of only Herschel Supply product. Exceptions may be made if the reason for the return is a mistake on our behalf. We will not assume responsibility for misdirected, lost or damaged return shipments. Return shipments should be sent with a courier that offers tracking service such as FedEx or UPS.

    All merchandise must be returned unused, unwashed and be accompanied by the original hang tags. The condition of the product is left at the discretion of Herschel Supply.

    All returned items must include the original packing slip as well as the RA (Return Authorization) number that was issued to you clearly printed on the Returns Form.

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