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Privacy and Security
Your Privacy and Security are Important to Us
We value our customers and understand the importance of protecting your privacy rights. We have published this online Frequently Asked Questions document to let you know what information we collect when you visit our web site, why we collect it and how it is used. Changes may be made to our privacy policy. Visitors should check back periodically to stay informed of changes or updates.
1. What personal information does Herman Street collect? Herman Street does not collect any personally identifiable information about individuals, except when such information is voluntarily submitted by the user. In common with many websites, Herman Street automatically logs certain non-personally identifiable information about visits to our website. This information is used for system administration and for producing usage statistics.
2. What does Herman Street do with my name and address? We use your name, email address, phone number, mailing address and credit card information to process your orders and comply with any requirements of law. This information may be disclosed to our staff and to third parties involved in the completion of your transaction, the delivery of your order or technical support. All personally identifiable information is stored in a secure database. We do not sell or rent your name or other personal information to third party vendors.
3. What type of mail do you send? We send information that you tell us you will find useful. If you become our customer, we may send you special offers, electronic newsletters, surveys, or site and product notifications. You may opt-out from future notifications at any time by clicking on the unsubscribe link located near the bottom of these communications.
4. Is it safe to shop online? Secure Socket Layer (SSL) technology for mutual authentication, data encryption and data integrity is used for your protection. SSL is the industry standard security protocol to encode sensitive information, such as your credit card number. Our site is certified by Thawte, which verifies that our site is authentic and that we use SSL security. To view our Thawte Certificate, click on the link or the image of the closed lock key at the bottom of your browser window.
5. What does it mean to be a secure site? Before completing any transaction on a website, you should make sure it is a secure site. Being on a secure site means you are connected under the cloak of SSL security. You can tell if you are on a secure site if you see a padlock or key somewhere on the bottom of your browser window. If the lock is closed or if the key is unbroken, the site is secure.
6. What are cookies and how do they affect my privacy? A “cookie” is a small text file that serves as an identifier stored on your machine. Although they are not required to browse our site, we use cookies to make web shopping possible. For instance, when you are ready to purchase an item, a cookie allows our site to “remember” you have added the item to your cart. Like all online shopping sites, you must set your Internet security settings to accept cookies in order to shop at Herman Street.
7. What if I still have privacy concerns? eMail us. Note: Our site does link to other sites and Herman Street is not responsible for the privacy practices or the content of such websites.
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Returns
From your first visit, we work hard to serve you. We are mindful of our customers’ needs and understand that returns are sometimes necessary. We wish we could accept all returns without limitation, but this is not possible. Our return policies are designed to help valuable customers return merchandise and receive refunds quickly.
Thank you for honoring our return policies so that we can continue to bring you excellent values on Herman Street.
Software
We offer a 30-day, money-back guarantee on unopened products, including unsuccessful software downloads; Keep in mind that the security seal on computer software must be undamaged for the product to be considered unopened.
Defective merchandise will be replaced with the exact same item only.
Refunds or credits do not include original or return shipping and handling charges; we refund the cost of the product only.
Customer Refused Shipments
Your shipping fees will not be refunded if you refuse our shipment at the time of delivery; also, an additional restocking/handling fee of $10.00 will be charged to your card.
Software Downloads
If you purchase and download software successfully, you may not return the software for a refund; a successful download is considered an opened product. If you are unable to download the software, you may be eligible to return the download for a refund. However, Herman Street reserves the right to correct the problem before a download product refund will be granted.
Promotional Offers
Occasionally, our promotions include a free item with the purchase of another item. If you return a promotional purchase, both products must be unopened to be eligible for a full refund. If you return your original purchase without returning the unopened free product, you will be charged the list price (MSRP) for the free product.
Credits
Credit will be issued after our warehouse receives, inspects, and processes your return; however, your credit card company determines when the issued credit will be reflected in your statement. Please allow one to two billing cycles.
Credit Chargebacks
Customer chargebacks are lengthy and expensive for all parties. We make every effort to resolve customer concerns. However, if we can’t reach a mutual resolution and you opt to file a chargeback with your credit card company (dispute our bill) and we determine that chargeback to be false, your credit card will be charged to cover the full amount of our losses, including a $35 chargeback fee.
Replacement Merchandise
In order to receive a replacement for returned merchandise, you must place a new order. Herman Street must receive payment for all merchandise prior to shipping replacements. We will ship your replacement in the same manner as your original order. A temporary duplicate charge will appear on your credit card until the returned merchandise has been received and processed by our warehouse. To make a replacement order, please contact us by email.
How Do I Return a Product?
To return a product, please follow these steps:
- Contact us within 30 days of the original purchase date by email.
- Please provide the following information when you contact us: your original order number (located on packing slip), the name of product being returned, the reason for return, your name. your daytime telephone number and email address.
- Verify that all merchandise is in the original packaging with the UPC or bar code intact, and that all components, manuals, discs and accessories are included. Products returned incomplete or damaged will not be refunded. Return shipping costs and a $10.00 restocking fee will be applied to each returned product..
- For your protection, we recommend all returns be sent by means of a "traceable" shipping method (such as UPS Ground). You must pay all costs related to return shipping.
- Please use the merchandise-return label you received with your shipment, or mail returns to this address:
Herman Street
Attn: Returns Department
2425 Lincoln Avenue
Ogden, UT 84401
- Return the merchandise within 15 days of contact. Write "RETURN" clearly on the outside of the package, below your return address. PACKAGES WITHOUT "RETURN" WRITTEN ON THEM WILL BE RETURNED TO THE SENDER.
How Do I Return an UNSUCCESSFUL Download?
To request a refund for unsuccessful downloaded software, follow these steps:
- Contact us within 30 days of the original purchase date by email.
- Please provide the following information when you contact us: your original order number (located on your receipt) the name of product being returned, the reason for return, your name, your daytime telephone number and email address.
- If you purchase a download and decide to cancel before it is downloaded, it will be subject to a $10.00 handling fee.
- Please allow up to 10 business days for your refund to be processed. Your financial institution determines the date the credit will appear on your credit card statement.
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Order Canceling
Orders placed on Herman Street cannot be cancelled online. To cancel orders please eMail customer service support@hermanstreet.com.
All orders process immediately. If your order has not yet shipped, it may be possible to cancel the order. Cancellations filed after a shipment has commenced transit must follow our return policy instructions.
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Payment, Shipping and Downloads
We accept Visa, MasterCard, American Express, and Discover and charge your credit card when your order is processed.
Shipping
You will receive a confirmation email when we receive your order. (Please review this email for accuracy.) Herman Street ships orders with the United States Postal Service (USPS) and United Parcel Service (UPS). Your order will process in 1-3 business days and the delivery time varies on the method of shipping that you choose.
If your package is lost or damaged in transit, please send us an email at support@hermanstreet.com. Please include your order number.
Shipping Times
* We find that not all shipping dates are as accurate as the Post Office claims. From our experience these times seem to reflect a more accurate time frame with regards to delivery.
USPS Media Mail: 2-9 Business days (excluding Alaska and Hawaii)
*10 – 14 Business Days
USPS First Class Mail: 1-3 Business Days
*3 – 5 Business Days
USPS Parcel Post Mail: 2-9 Business days (excluding Alaska and Hawaii)
*5 – 7 Business Days
USPS Priority Mail: 1-3 Business Days
*2 - 4 Business Days
UPS Ground: 3-7 Business Days
UPS 3 Day Select: 3 Business Days
UPS 2nd Day Air: 2 Business Days
UPS Next Day Air Saver: 1 Business Day (Late Afternoon Delivery)
UPS Next Day Air: 1 Business Day
UPS Next Day Air Early A.M: 1 Business Day (Early Morning Delivery)
International Standard Shipping
*2 – 6 weeks (Depends on which country the item is being shipped to)
Software Downloads
Software downloads are subject to the End User License Agreement (EULA) and our software download procedures. Upon payment verification, you will receive an email with download instructions.
If you have not received an email with download instructions or an activation key after one hour, you may need to add our email address to your email's Address Book or list of approved email senders. You may also go to https://www.hermanstreet.com/download_order_ information.php
and enter your order number and email address to find your activation codes and download links.
NOTE: If you have Windows Service Pack 2, a firewall or other protective software installed, you may need to adjust your settings or click a dialogue bar to allow popups temporarily. This adjustment will permit the download popup box to appear. Reset your original security settings when the download is complete.
International Shipments
We are happy to ship internationally within the limits of the law. To determine eligibility for international shipping, email us at support@hermanstreet.com. Please note that customs, duties and taxes are not included in our freight calculation; these costs are your responsibility.
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