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 7:00am–6:00 PST  |  Saturday – Sunday 12:00pm-4:00pm PST

Frequently Asked Questions

Product

Shipping

  • 01 Which countries does Herschel Supply ship to?

    Herschel Supply Co. now ships to over 200 countries! Customers shopping from outside North America can checkout through Border Free.

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

    American Samoa
    Puerto Rico
    US Virgin Islands
    Guam

     *Please note that all international orders shipping outside of the US or Canada are subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. 

  • 02 How much does shipping cost?
    Shipping Type Cost Estimated delivery time
    Standard Ground Free 3-5 Business Days
    Express $12.99 1-2 Business Days

    Orders shipping to non-contiguous states are not eligible for FREE STANDARD GROUND SHIPPING.

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

    Mexico orders ship via FedEx Ground and are a flat rate ($15). International shipping rates are calculated in the Border Free Checkout.

  • 03 Can I add/remove/change items in an existing order?

    No, once an order has been placed we are unable to add/remove/change items in 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.

  • 04 Can I change my shipping service on an existing order?

    No, once an order has been placed we are unable to alter the shipping service.

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

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

    Orders that have not been assigned a tracking number may be able to be cancelled.

    If you need to request a cancellation on an existing order, please fill out our contact form and provide your order number for reference.

  • 06 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 5 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.

    *Estimate is for orders shipping in the US and Canada only. Shipping times to Mexico may vary.

     

  • 07 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.

  • 08 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 1 – 2 business day delivery window.

    *Please note that Holidays and weekends are not included in the 1-2 day shipping guarantee.

  • 09 Ground shipping

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

    Orders shipping via ground have an estimated delivery time of 3 – 5 business days.

  • 10 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.

  • 11 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.

  • 12 What is an international transaction fee?

    An international transaction fee is a fee charged to your credit card for making purchases out of country and is generally between 2-3 percent of the amount total on the 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.

Warranty

  • 01 What is covered under warranty?

    We stand behind the quality of our products with a Limited Lifetime Warranty — our guarantee that every Herschel Supply item is free of material and manufacturing defects. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Herschel Supply retailer. The Luggage Limited Warranty, which is listed in section 05, specifically applies to our luggage styles.

    If you discover a material or manufacturing defect, we will replace or repair the item at our discretion, in accordance with local law and our warranty claims process as it may be updated from time to time. Warranty claims must be accompanied by an acceptable proof of purchase.

    This Limited Lifetime Warranty does not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item. If a product was damaged during flight, transport or by any carrier, you must immediately report such damage directly to the transport operator or carrier, as this damage is expressly not covered by Herschel Supply.

    We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by the Limited Lifetime Warranty.

    Our Limited Lifetime Warranty was crafted with the same regard for detail that is applied to every item we produce, and is our commitment to your continued enjoyment of Herschel Supply products. We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent.

  • 02 How do I file a warranty claim?

    If you are located in Canada, Mexico 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 (manufacturer’s 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 online store are eligible for a refund* if requested. Items purchased from authorized dealers are eligible for product replacement through either an authorized dealer, in accordance with their applicable policies, or the Herschel Supply online store. Purchases will at all times remain subject to this warranty policy as updated by Herschel Supply from time to time in our sole discretion.

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

    Due to seasonality of stock we cannot guarantee that customers will receive the same item.

    Please note that warranty-issued discount codes cannot be combined with any other offer including ongoing promotions/discounts on the Herschel Supply online store.

    All warranty claims are dealt with as promptly as possible, and most claims are completed within 5 business days. However, during peak retail seasons such as the Holidays and Back-To-School, warranty claims may take an additional 4 to 5 business days. We thank you for your patience.

    *The refund option is only available up to 90 days after a purchase is made on the Herschel Supply online store. After 90 days, a store credit will be issued.

  • 03 Can my item be repaired?

    Currently, we do not have a global 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.

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

    If you are located outside of Canada, Mexico 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 claim to a Herschel Supply representative in your area for further assistance.

  • 05 Luggage Limited Warranty

    For warranty purposes, “luggage” is defined as any Herschel Supply products that have wheels and/or a retractable trolley handle. The Luggage Limited Warranty policy is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer.

    Herschel Supply luggage undergoes rigorous testing standards. Subject to the details below, if you discover a material or manufacturing defect, we will replace or repair the item at our discretion and in accordance with local law. Luggage warranty claims must be accompanied by an acceptable proof of purchase.

    This Luggage Limited Warranty does not cover misuse, neglect, accidents, abrasion, solvents or cleaning liquids, damage during transport or any modification to a Herschel Supply luggage item. To the extent that your luggage was damaged during flight, transport or by any carrier, you must immediately report such damage directly to the transport operator or carrier, as this damage is expressly not covered by Herschel Supply.

    We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by the Luggage Limited Warranty.

    Except as expressly stated in this section, luggage is otherwise subject to the same general warranty terms and conditions as other Herschel Supply products.

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 Herschel Supply's 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 Herschel Supply's return policy?

    Bags & Accessories

    Herschel Supply product that is purchased online (excluding promotional or sale items) can be returned within 30 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. 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.

    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 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 30 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 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 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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