Ordering & Delivery
Categories
Articles
I didn't get an order confirmation email — what should I do?
If you placed an order and didn't receive a confirmation email, don't worry — this is usually easy to sort out. Here's how to check what happened. Search your inbox (including your spam/junk/promotions folders) for an email from us. Confirmation emai
How can I track my order?
There are two easy ways to track your order:. Once your order (or any part of it) ships, we'll send you a shipping confirmation email with your tracking number and a link to follow your package's progress. Note: If your order ships in more than one p
Can I make changes to my order once placed?
We totally get it — sometimes you need to tweak an order after you've hit "place order." Here's what we can (and can't) do once your order has been submitted. Change the shipping address: We'll always try! Reach out to us right away and we'll do ever
What carrier (USPS, FedEx, etc.) will ship my order?
We work with multiple shipping carriers to get your order to you as efficiently as possible:. *Please note: Amazon Shipping is a delivery service used and is separate from Amazon.com. It is not connected to Amazon Prime or any benefits, discounts, or
Shipping Costs
Shipping costs depend on the products in your order, your shipping address, and the shipping speed you choose. Here's how it works and what to expect. Shopping as a guest: You can either:. Shopping while logged in: If you have a saved shipping addres
When will my order ship?
We know you’re eager to receive your order, and we’re here to help you understand when you can expect your order to ship. Processing time (prior to shipping) depends on the the item, its shipping location, and the selected shipping method (Standard o
When will my order be delivered?
We want to help you know exactly what to expect for your order's delivery. Your total delivery time is your order's processing time plus its transit time with our shipping carriers. Below you'll find transit & delivery estimates, plus how to put it a
My order has shipped. Can I change my delivery address?
Once an order ships, we're unable to make changes to the shipping address on our end. However, depending on the carrier, you may be able to request a redirect or address change directly with them. Note: these carrier programs tend to work best when r
What do I do if I receive an incorrect, incomplete, or damaged order?
We're sorry your order didn't arrive the way it should have! Here's how to get it sorted, based on what happened. If the product you received doesn't match what you ordered, submit a help ticket to our Hero Support team here, and include:. If your it
If I choose expedited shipping, when will my order arrive?
We offer expedited shipping, Two Day and Next Day options, with delivery Monday through Saturday* (*exclusions apply - see chart below for details).
My tracking information says my order was delivered, but I didn't receive it. What do I do?
We understand how frustrating it can be when your tracking information shows that your package was delivered, but you can’t find it. Most packages arrive as expected when the tracking indicates delivery, but occasionally, packages can be mistakenly m