Our holiday ordering deadlines are posted throughout our website on the product pages themselves as the deadline will depend on the product you are ordering and the shipping method selected. As long as you place your order by these deadlines, we do our absolute, very best to get them to you and do rely on the estimates provided by the carriers as to the final delivery date.**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. As part as our Hassle-Free Returns and Exchanges policy, most items are not required to be returned to us (exclusions apply*). To initiate a Return or Exchange, please get in touch with our Hero Support Team using our contact form here.

*At our discretion, we do ask that some items be returned for a refund and must be in new condition.

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. 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, including the non pre-order items, will ship once the pre-order item becomes available.

We do not offer physical catalogs but you can browse our entire store online. 

We'll send an email confirmation as soon as we receive your order. Once we start processing it, items may be canceled for various reasons. We regretfully may have to cancel an order for the following reasons:

• An item becomes unavailable
• We're unable to ship to or verify the address provided

Once you place your order, it is typically shipped within 3 business days M-F. To check for tracking, go to our Track Order Page and enter your Email Address & Shipping Zip code. Once you have your order pulled up, you’ll see the status of your order.

Note: If you do not get results for the order in question, it likely has not shipped yet.

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 possible! 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, 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, 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.

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 provided on your order.
• 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 hereand/or take a look at their FedEx Delivery Manager option.

Yes, we do ship to P.O. Boxes and APO/FPO addresses (standard shipping only).

Yes, we do ship internationally. Transit times vary, but typically take 3-6 weeks once shipped with delivery made by local mail service.

We currently do NOT offer shipping to: Afghanistan, Albania, Algeria, Angola, 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, 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.

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, including the non pre-order items, will ship once the pre-order item becomes available.

We'll send an email confirmation as soon as we receive your order. Once we start processing it, items may be canceled for reasons such as:

• An item becomes unavailable
• We're unable to ship to or verify the address provided

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. 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.

To create a shopping account:

1. Navigate to the Customer Login page.
2. On this page, you'll see the option to login. Instead, select New Customer? Sign up →.
3. On the Create Account page, enter the necessary information (name, email, password). Note: You'll have the option to subscribe to our newsletter as well.
4. Finally, click Sign Up and you're all set!

Note: An account is NOT needed to place orders - you can always checkout as a guest.

You can log into your account here.

You can reset your Hero Company account password directly from our website here. If you enter the correct email/username associated with your account, you will be sent an email within 10 minutes of submitting the request to reset your password. Be sure to check your spam/junk folder if the email doesn't appear in your inbox.

If you run into any trouble or don't receive the password reset email for some reason, we are happy to help reset your password for you! Please contact us here.

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

The Hero Company accepts the following methods of payment:

• Hero Company e-gift cards
• Major credit/debit/gift cards (bearing a Visa, MasterCard, American Express, Discover, JCB, or UnionPay logo)
• Google Pay
• MetaPay
• PayPal*

*Note: PayPal is not available for orders containing the Hero VIP Club membership.

The Hero VIP Club is a membership program by The Hero Company that allows supporters to make a monthly contribution funding service dogs for PTSD-afflicted Veterans. On top of that, members get access to exclusive give-back opportunities, insider perks, discounts, and much more.

Hero VIP Club benefits include:

• $10 Hero Company Store Credit PER MONTH (starting on your first order!)
• FREE Hero Co Decal Pack (7 Decals - $34.99 Value)
• Donation Monthly to fund trained Service & Companion dogs for Veterans
• VIP Access to the Private Hero Co Facebook Group
• Monthly VIP Newsletter detailing the impact of your donations / purchases

If you join our Hero VIP Club, you’ll be charged a small $4.99 monthly fee.

While we'd hate to see you go, you may cancel your Hero VIP Membership at any time directly from your account. To cancel your Hero VIP Membership, the instructions are as follows:

1. Login to your account here.
2. In the My Account page, click the Manage Membership button on the left-side menu.
3. On your Membership, select 'See more details'.
4. Under the Cancel Membership section, select the Cancel Membership button. In the confirmation pop-up window, select Yes.

To update payment for your Hero VIP Membership, the instructions are as follows:

1. Login to your account here.
2. In the My Account page, click the Manage Membership button on the left-side menu.
3. On your Membership, select 'See more details'.
4. Under the Payment Details section, click the Update Payment button. You will receive an email and will be able to update payment from the included link.
5. Open the email regarding your request to update payment - click theConfirm payment informationbutton. You will then be taken to a payment form page.
6. On the payment form page, you'll see the payment information that is currently linked to your membership/subscription. Available payment options include:
                   a. Major credit/debit cards
                   b. Google Pay
7. Enter your desired payment information (review to ensure accuracy).
8. Next, review the Billing Address details (be sure that it matches the payment information you intend to use)
9. Finally, select Update Card.

Once you have completed the update for your payment method, future renewals will be processed using this payment method.

If you have an e-gift certificate, a coupon/promo code, or a hero credit (store credit) that you would like to apply to your order, it should be entered at the Checkout page prior to completing your purchase.

If the coupon or store credit code you've attempted to use isn't working, it could be because the code has expired, been used too many times or is not valid for the item(s) you are trying to purchase. It's also possible that you may have entered the code incorrectly or that you are trying to combine the code with another code (note: only 1 coupon/store credit code can be used per order).

If you believe the code is valid and you are still having trouble, please contact us here. We are happy to check into it for you! 

Yes! To thank our military and first responders for their service, we've partnered with GovX to offer a discount on our store. Excludes gift cards and donations.

This offer is eligible for:

• Current & former U.S. military
• Military spouses & dependents
• First responders including law enforcement, fire, and EMS

How it works:

• Click the Save up to 15% button on this page to claim your discount and you'll be asked to verify your affiliation with GovX ID. Verification is real-time and secure. If you already have a GovX ID account, just log in!
• After you verify, you'll receive a single-use discount code to apply at checkout. Be sure to copy your code.
• For future purchases, simply log in with your GovX ID to unlock a new discount code.
• NOTE: There is a limit of one discount code per day.

If we mark down the price of an item you've already purchased, we'll gladly adjust the sale price at your request within 30 days of your original order shipment date. Because our focus is veterans in need, limitations do apply.

• We are unable to match order-level discounts, gift card promotions or shipping offers.
• We can make a price adjustment for up to a quantity of 3 units per item.
• Price adjustments will be credited back to the original form of payment used to purchase the item.
  

Submit your price adjustment request here. 

When you shop The Hero Company, we make a donation through each purchased item towards one of a variety of give-back programs. These are real, ongoing programs, making an impact right now, as you read this.

Absolutely! To make a direct donation online, please visit our link here.

Alternatively, you can mail in a check to:

Greater Good Charities

C/O: Accounting

301 Union Street #21308,

Seattle, WA 98111 US

We sincerely appreciate you for joining the fight with us to help veterans battling PTSD.

With the exception of direct donations, purchases made in our store are not tax deductible (this is due to the fact that the funds are collected by an LLC and then donated to a non-profit).

We do, however, encourage our customers to make additional direct donations to our cause using the link here. These donations ARE tax deductible.

To subscribe to email communications, please locate the sign-up form towards the bottom of this page.

To join, text “HERO” to (833) 429-8915 

To unsubscribe from marketing emails, use the unsubscribe link at the very bottom of any marketing email you’ve received from us.

To stop receiving text messages, reply STOP to any Hero Co text you received.

We are available 8AM-4:30PM PST Monday-Friday (excluding holidays).

When an item is out of stock, you can sign up to be notified when it’s available again. Go to the item page, select email me when available and submit your information.

You can sign up for notifications for as many items as you’d like. We’ll send one email notification for each item that’s back in stock. Signing up for notifications doesn’t reserve or guarantee item availability.

Your privacy is very important to us. Read our Privacy Policy for more details.