FAQs

We monitor and frequently update our site regarding the ability to receive your order in time for the Holiday. On the product page, you may see:

“This item will arrive in time for Christmas”

We are careful to remove and update when it is too late to order and receive.

As long as you place your order within our stated guidelines, you will receive your order in time for Christmas. **Please allow EXTRA time if you plan on wrapping the gift to forward on to the recipient.

Happy Holidays and Happy Shopping!

If an item does not meet your expectations, we are happy to exchange (via store credit of equal value) or refund within 90 days of your order date. To initiate a Return or Exchange, please get in touch with our Hero Support Team using our contact form here.

Replacements
If you receive delivery of an incomplete order or an incorrect, damaged or defective item, we can ship you a replacement for the item purchased within 90 days of your order date. We will do our best to get it to you in time for the holiday. If the purchased item is no longer available, you will have the choice between a store credit or refund. To request a Replacement, please get in touch with our Hero Support Team using our contact form here.

Pre-ordering is when you purchase an item before it is available, with the understanding that it will be shipped later.

For orders containing pre-order items please note:

• Arrival estimates are provided for pre-order items but are subject to change.
• All items in the order, including the non pre-order items, will ship once the pre-order item becomes available.

If you are placing a gift order, you may opt to create a gift note. This option is presented at Checkout and must be selected prior to completing your purchase.

On the Payment page of Checkout, you will see “Is this a gift? (optional)” above the Place Order button. Check that box and enter your gift message. Be sure to review your note for any typos!

A few things to be aware of:

• Physical gift notes (your gift message will be printed on the order packing slip) are ONLY available for items shipping from California.
• Digital gift notes (sent via email immediately after completing your purchase) are available for items shipping from Michigan.
• To confirm the location your item(s) are shipping from, please view Shipping Info for the items you have in your cart.

To check the status of your order, go to our Track Order Page and enter your Order Number & Email Address. Once you have your order pulled up, you’ll see the status of your order.

Processing: We’re currently processing and packing your items. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information.

Completed: Your order has shipped and left our warehouse. Within 48 hours, you will also see a link to track your package. Tracking information will be sent via email and available on the Track Order Page.

Cancelled: Your order was cancelled.

Refund: Your order was refunded in full.

If you have any questions regarding your order, please contact us here.

If you need to modify or cancel your order for any reason, please notify us as soon as possible via our contact form here. While we cannot guarantee it, we will do our best to fulfill your request.

We work to ship orders as quickly as pawsible! Once your order ships, transit time will vary depending on the shipping location and selected delivery method.

Standard Methods

• Standard shipping (within the USA): Up to 7 business days (deliveries are made Mon-Sat)
• Standard shipping (outside of the USA): Transit times vary, but international delivery typically takes 3-6 weeks once shipped with delivery made by local mail service.

We currently do NOT offer shipping to: Afghanistan, Albania, Algeria, Angola, Belarus, Benin, Bhutan, Brazil, Brunei, Cameroon, Chad, Cook Islands, Costa Rica, Crimea-Region of Ukraine, Cuba, Gambia, Guatemala, Indonesia, Iran, Kyrgyzstan, Laos, Lebanon, Liberia, Libya, Malawi, Moldova, Mongolia, Mozambique, Myanmar, Niue, North Korea, Papua New Guinea, Paraguay, Republic of the Congo, Russia, Samoa, Senegal, Seychelles, Solomon Islands, Somalia, South Sudan, Sudan, Syria, Tajikistan, Timor-Leste, Tonga, Tunisia,Turkey, Turkmenistan, Uganda, Ukraine, Uruguay, Vanuatu and Yemen.

Expedited Methods (within the USA, 48 contiguous states only)

We offer Next Day and Two Day shipping with delivery Monday through Saturday (no Sunday delivery available).

• Expedited orders placed by Noon PST Monday-Friday will ship the same day. Expedited orders placed after Noon PST will ship next business day.
  • “Next Day” Expedited Orders that ship Friday are delivered on Monday
  • “Two Day” Expedited Orders that ship Friday are delivered on Tuesday
• We can ship expedited orders to valid street addresses only; no PO Boxes. If a PO Box is entered as the shipping address and we are unable to reach you to correct the address, your order may be delayed.
• We’re sorry, but personalizable items and items shipping from Michigan (apparel, mugs, etc.) are not eligible for expedited shipping.

Shipping costs vary by item, shipping address and selected shipping method. That said, we recommend that you add the items you would like to your shopping cart. The shopping cart page will display a ‘Calculate Shipping’ link which you can click and enter your Country, State, and Zip Code in order to view your estimated shipping cost before you place your order.

Domestic Orders (within the USA):
We utilize multiple carriers (USPS, FedEx or DHL) and the carrier selected for an order will depend on the items purchased and the shipping location. If you have any concerns for your address, please contact us prior to placing your order.

International Orders (outside of the USA)
We utilize UPS with final delivery made by the local mail service.

Most packages arrive when delivery is indicated on the tracking. However, occasionally, packages can accidentally get scanned as delivered or experience other hiccups with the carrier but they almost always show up.

If the tracking information shows that your package was delivered but you can’t find it, follow this checklist:

• Verify the shipping address in Your Orders (if you placed your order as a Guest, verify your shipping address here instead).
• Look for a notice of attempted delivery.
• Look around the delivery location for your package.
• See if someone else accepted the delivery (family members, neighbors, apartment managers, etc.).
• Check your mailbox or wherever else you receive mail (cluster box, building mailroom, etc.). Our packages travel through multiple carriers.
• Allow 3 additional business days M-F for the package to show up.

If your package hasn’t shown up after 3 business days M-F from the delivery date listed on the tracking, please contact us and we’ll make sure that you get taken care of.

Once an order ships, we are unable to make changes to the shipping address that you provided on the order. However, in some cases, you can contact the shipping carrier directly to request a change.

• If your order was shipped via DHL, unfortunately no address changes can be made once your order ships.
• If your order was shipped via USPS, take a look at their Package Intercept program to request changes: USPS Package Intercept.
• If your order was shipped via FedEx, follow the steps outlined here and/or take a look at their FedEx Delivery Manager option.

No, we do not ship to P.O. Boxes and APO/FPO addresses (standard shipping only).

If you run into any issues with delivery, first try contacting the carrier directly. From there, if you aren’t able to resolve the issue with the carrier please contact us.

Pre-ordering is when you purchase an item before it is available, with the understanding that it will be shipped later.

For orders containing pre-order items please note:

• Arrival estimates are provided for pre-order items but are subject to change.
• All items in the order, including the non pre-order items, will ship once the pre-order item becomes available.

If an item does not meet your expectations, we are happy to exchange (via store credit of equal value) or refund within 90 days of your order date. To initiate a Return or Exchange, please get in touch with our Hero Support Team using our contact form here.

Replacements

If you receive delivery of an incomplete order or an incorrect, damaged or defective item, we can ship you a replacement for the item purchased within 30 days of your order date. We will do our best to get it to you in time for the holiday. If the purchased item is no longer available, you will have the choice between a store credit or refund. To request a Replacement, please get in touch with our Hero Support Team using our contact form here.

Refunds may be issued either to your original payment method or issued to a Hero Credit (store credit). Please allow 10 business days M-F for refunds to settle and reflect in your account. If you have not received your refund within this timeframe, please check with your credit card company/bank for additional information as processing times may vary.

Your payment method will be charged automatically at the time you place your order and complete the purchase at Checkout.

We accepts the following methods of payment:

• Major credit/debit/gift cards (bearing a Visa, MasterCard, American Express, Discover, JCB, or UnionPay logo)
• PayPal*

*Note: PayPal is not available for orders containing Hemp/Cannanine products or subscription items.