Customer Service

International Shipping Terms and Conditions

Introduction

Hartmann.com gladly accepts orders from select countries in Western Europe and Asia. For a complete list of countries or to determine if your country of residence is included, please see country list below. While we strive to make all product lines available for International shipping, shipping policy and availability may vary depending on the shipping address for your order.

Your packages may be subject to the customs fees and import duties of the country to which your order is shipped. By placing an order that will be shipped outside of the United States, customer agrees to assume full responsibility for associated fees and taxes. For further details, see the Import Fee section below.

Restrictions

All products are shipped via DHL International Express and relevant fees are collected at time of sale, including customs fees, import duties and shipping charges.

Limitations

For products shipped internationally, please note that Hartmann’s standard warranty applies; however, certain options from the manufacturer may not be available such as: product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Hartmann.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Privacy

Hartmann is committed to protecting your privacy. We know that you care about how information about your order is used and shared. We would like our international customers to be aware that cross-border shipments are subject to opening and random inspection by customs authorities.

Also, we may provide certain order, shipment, and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.

Returns & Replacements

For orders shipped outside of the United States, please be advised that returns will not be permitted, except in the event of a manufacturer error or defect. In the event of a manufacturer error or defect, customer should e-mail Hartmann Customer Service requesting a return merchandise authorization (RMA). The above terms also apply to the shipment of any replacement product that might be shipped if there is a problem with the original shipment. If you return a product to us, you will be the exporter from the destination country. Title and risk of loss transfer to us upon receipt at our distribution center. For additional information please use the Contact Us form.

Customs, Duties, and Taxes

Orders that are shipped to countries outside of the U.S. may be subject to import taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of an international shipment may be subject to such Import Fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Import Fees Deposit

In order to facilitate a stream-lined delivery process and provide excellent customer service, Hartmann offers eligible customers duty and tax estimation during checkout and customs clearance on your behalf for eligible countries. When products are shipped to the eligible countries using the ship option presented at checkout, an Import Fees Charge will be levied and collected for the shipment. With your authorization, such funds will be used by the carrier or another agent to pay the Import Fees on behalf of you (or the recipient's behalf) to the appropriate authorities of the destination country.

Read below for the answers to further questions about the Import Fees Deposit and applicable Terms and Conditions.

Which products does the Import Fees Deposit apply to?

Items sent to eligible countries via DHL International Express will have an estimated Import Fees charge automatically appear on the order summary screen during the checkout process. The payment of import fees is the responsibility of the importer and is levied based on the laws of the country to which the products are being shipped.

How do you estimate the amount of the Import Fees Deposit?

Hartmann uses third-party software to determine the estimated duties, taxes, and fees associated with each item in the order for the destination country selected during the checkout process.

Import Fee Deposit Terms & Conditions

Each item in your order is sold by Hartmann. Items for shipment to countries outside of the United States may be subject to taxes, customs duties and fees levied pursuant to the laws of the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

With respect to each item for which Import Fees have been estimated and collected, you authorize Hartmann to designate a carrier ("Designated Carrier") to act as your agent and on your behalf with the relevant customs and tax authorities in the destination country, to clear your merchandise, process and remit the actual Import Fees for such item in your name and on your behalf. Hartmann is not an agent and provides this as a value-added service to customers.

"Import Fees Deposit" represents an estimate of the Import Fees that will be levied on the items in your order for shipment to countries outside of the US. By placing your order, you agree to allow Hartmann to collect the Import Fees Deposit for the applicable items in your order. This deposit will be used, in your name and on your behalf, to reimburse the Designated Carriers for the import fees that they have paid in your name and on your behalf to the appropriate authorities of the destination country.

In the case of gifts or other purchases made on behalf of another recipient, you agree to secure and make the foregoing authorizations to Hartmann on behalf of the recipient designated in your order.

To obtain details regarding the Actual Import Fees, or to obtain documentation or receipts in connection with customs clearance, you must contact the Designated Carrier specified in your shipment confirmation e-mail.

These terms and conditions are in addition to the standard Conditions of Use of the Hartmann website. Pursuant to those terms, title and risk of loss for the items transfer to the recipient upon delivery to the common carrier in the United States.

Shipping Rates and Times by Geographical Region

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.