Shep’s wants to make your shopping experience pain-free. We specialize in performance equipment that gets you outside & having fun, and we want our shopping process to reflect that excitement. We’ll do all we can to make your experience the best it can be. We stand behind you with a 100% Satisfaction Guarantee.
Shep’s Web Customer Service
Our Web Store Customer Service department is available at 715-845-2345 Monday-Friday from 9am-5pm CST. Orders or inquiries sent outside our normal business hours will receive a reply promptly when we reopen. (Holiday hours may vary).
Orders will process within 24 hours of purchase when placed during Customer Service hours. When placed outside of CSH, orders will be processed within 24 hours of reopening. (Orders placed Friday afternoon will ship on Monday). For security reasons, Shepherd & Schaller reserves the right to verify ordering authenticity before shipping.
SHIPPING FROM SHEP’S
Generally, orders will ship within one business day. Rush orders (expedited shipping) placed before 11am will ship same day. You will be contacted via contact information associated with your order on the rare occasion that your shipping is delayed. When your item ships, we will send you verification of shipment with a tracking order for your convenience. Because of vendor limitations, Shepssports.com can only ship within the continental US. In addition, we do not process orders requested to ship to freight forwarding services. Orders placed to be shipped to Hawaii or Alaska will require extra shipping fees. You will be contacted with the additional cost and can choose to pay the shipping fee or cancel the order. Our shipping rates are fixed rates and are unfortunately not negotiable. We strive to keep deals coming your way by offering free shipping on most orders $99 and over.
We care about our gear and your satisfaction. We ship all orders securely packed in sturdy packaging. Despite our best efforts, items may be damaged in transit. Play it safe and inspect your shipment for damage before accepting it. If the packaging looks damaged, open the box and thoroughly inspect the condition of your new item before accepting the package. If you discover shipping damage after you have accepted a shipment you will need to file a claim directly with the shipping company.
RETURNS & EXCHANGES
Returned or exchanged items need to be new, unused & unworn, in their original condition. This means we need tags on products, packaging in perfect shape, and everything looking spiffy. All parts must be complete, undamaged, unaltered, and unassembled. Returns need to be made within 30 days of the date the item was shipped. (Shep’s reserves the right to deny any returns that do not meet the above criteria.)
How to do it:
You’re welcome to return your item to our Downtown Wausau store or by any shipping method you like. If returning your product to our store location, be sure to bring your original invoice. If sending the item back to us, you are responsible for the cost. Original shipping costs are not refunded. To send your item back to us, follow these instructions.
-Print and fill out this form.
-Pack the item back into its original box (or other clean, sturdy packaging) and be sure to include your packing list and return form, and all tags, pamphlets, and warranty information, parts and attachments.
-Ship package to:
Shepherd & Schaller
Attn.: Web Store
324 Scott St.
Wausau, WI 54403
Your credit card will be refunded (amount less shipping fees) within 5 days of receiving your merchandise.
Exchanges are subject to availability. If the item you requested for an exchange is no longer available, you will be contacted and a refund will be processed.
Most warranties are handled with the manufacturer directly. Shepherd & Schaller offers no warranty of our own. If you believe you have a warranty issue, look at the manufacturer’s website for warranty help or contact Shep’s for guidance on how to connect with the manufacturer.
RELEASE OF LIABILITY
We want our friends to be safe. We urge you to use care and caution when enjoying any of the products you buy from our store or web store. Shepherd & Schaller will not be held responsible for any problems, injuries or accidents that occur as a result of the use of products we sell. Use, play, practice at your own risk.
Shepherd & Schaller Sporting Goods highly recommends that ski bindings be installed only by a dealer authorized to do so. We will not be liable for binding work performed, even when equipment was purchased from our store.
Please note that you are making a purchase from Shepherd & Schaller Sporting Goods, not from the manufacturers directly.
Shepherd & Schaller makes every effort to be as accurate as possible when providing product descriptions and prices. We can’t guarantee that we didn’t make an error here or there, so we are not held responsible for mistakes or discrepancies on product descriptions or information pages. Colors may vary based on your computer monitor. If a product purchased from Shepherd & Schaller is not as described or expected, your sole remedy is to return it in an unused condition subject to the terms of our Return Policy.
Please note that bases of snowboards often vary depending on the size of the board. One photo may be shown, but the base of your board may be a different color or pattern. They're all awesome. Don't be worried.
Your name, address, phone number & email address that are collected when you place an order stay within our secure server. We will not share your information with anyone, but use it to give you the best customer service possible as you order with our online store.
As always, please contact us by email (firstname.lastname@example.org) or phone (715-845-2345) regarding web or order questions. We'll contact you by email or phone if there is a problem or question with your order.
(No, we don't do the weekly or monthy email blasts. If you want that info, please connect with us on Facebook.)