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Sales FAQ

Ordering

How can I pay for my order? What payment methods do you accept?

We accept the following credit cards for online or phone purchases:

  • Discover
  • MasterCard
  • Visa

If you have any questions, please call Customer Service at: 1.303.972.1926

Can I track my order online?

You may track your order by accessing your online account and viewing the order status and tracking information in the order history details. Once the order ships, a Shipping Confirmation e-mail is sent to you with the order details and tracking number, which you may use to track your order. Economy shipping orders cannot be tracked.

How long will it take for my order to arrive?

Delivery times are dependent upon product, inventory status and delivery method. Typically, orders will arrive to your home within 7-10 business days. Items shipping via common carrier can take up to three weeks to arrive. Exceptions are communicated on the product information page and in your shopping cart. In rare instances, when an in-stock item becomes unavailable after you have placed an order, you will be notified via e-mail.

How can I review order details?

Registered users can log into their account and view the order history and details of any online order.

What is a backorder?

A product is labeled as backordered when it is out of stock. You may still order the item, and it will be shipped to you as soon as it becomes available. You will receive periodic emails regarding the backorder status.

What items can be backordered?

Backorders are accepted on most items costing $15 or more.

Did you receive my order?

When you order an Order Confirmation email is sent to you within 24 hours.

Can I change or cancel my order?

You may change or cancel your order if it hasn’t been processed. Simply call Customer Service at 1.303-972.1926.

Shipping & Delivery

General Shipping Information

Shipments are delivered Monday through Friday. We do offer Saturday delivery where available and at an additional charge. To place an order for Saturday delivery, get rates or location availability, please call customer service at 1.303.972.1926.

Delivery times may vary as orders maybe ship from more than one location and certain items could take up to 3 weeks for delivery. Item delivery times quoted are to metropolitan areas and shipments to remote locations may also take longer. Prices and terms are subject to change without notice.

What are the shipping options for my order?

Shipping Method Est. Delivery Time
Economy* 7-10 Business Days
Ground 2-6 Business Days
2nd Day Air 2 Business Days
Next Day Air 1 Business Day
Priority Mail* 7-10 Business Days
*Please note that due to carrier restrictions, some products shipping to the 48 contiguous states must be sent via Ground Shipping and are not available for Economy Shipping. *Orders to APO/PPO, PO Box, Guam and the Virgin Islands ship Priority Mail. Order to Puerto Rico can be shipped Economy or Priority Mail.

How are the shipping charges calculated for my order?

Shipping costs are calculated based on the total weight of items in your order and the shipping method selected. Total shipping charges will automatically display on the Checkout page before you submit your order for completion.

What is an oversize charge?

Products that are considered to be oversized due to the weight or dimensions of the shipping box will be shipped by Economy or Ground per requirements of the shipping service provider. An additional charge per oversized item will be added to the shipping charges due to the increase in cost by the shipping service provider for larger or heavier items.

What are the weight and size limits for shipping?

There are no limits to the total weight of your shipment or the total number of packages in your shipment. We reserve the right to ship orders over 200 lbs. via motor freight. A member of our customer service team will contact you with a quote for accurate freight costs.

What happens when I order a heavy or bulky item?

Certain products can only be delivered by truck. Online these products will be identified on the product page as “Shipping restrictions apply – Truck Only”. Your order will be processed, but placed on “HOLD” and a Customer Care representative will call you with an estimate of freight cost. Please allow additional time to process your order and scheduled delivery. Shipping service provider delivery dates may vary by region.

Can I ship my order to Alaska or Hawaii?

Yes. A $19.99 fee will apply in addition to the shipping charges. Please note that shipping times to Alaska and Hawaii will take longer than what’s noted in the chart above. Shipping charges to Alaska and Hawaii are a result of increased cost from the shipping service provider. Economy shipping is not an option for Alaska and Hawaii. Orders to Alaska and Hawaii can only ship Ground, 2nd Day and Next Day Air.

Can I ship my order to Canada?

We make placing orders for delivery to Canada quick and easy!
Select items marked with “Ships to Canada” messaging and process your order as you normally would. Any additional charges will be calculated in your Billing Summary Page. If you have any questions please call us.
Canadian Shipping & Sales Policies
Only items eligible for Canadian Shipping will be allowed to be shipped to a Canadian shipping address.
* You will receive alerts during your checkout process, if specific items are restricted from Canadian shipping.
* Please remove these restricted items in order to successfully complete your transaction.
Canadian orders are shipped weekly on Fridays.

Cost for Canadian Shipping
* Base Shipping Charge = $32.00 (includes Shipping, Customs Fees, and Duties.)
* Per Pound Charge= $0.75 per pound
If you have additional questions regarding Canadian Shipping, please contact Customer Service at 1.303.972.1926.

Restrictions

Some items sold by Hero’s Pets cannot be shipped internationally due to import restrictions or size; for example pet food and products containing animal by-products cannot be shipped internationally.

Limitations

For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). You are responsible for ensuring that the product can be lawfully imported to the destination country. When ordering from Hero’s Pets, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Customs, Duties, and Taxes

Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Must I sign for my delivery?

Signature is required for Motor Freight; however, signature is not required for other shipping methods. Thorough inspection must be made upon delivery and all damage noted on the delivery receipt. If an item is damaged, delivery should be refused and Hero’s Pets must be notified immediately. You must save all shipping and merchandise packaging.

May I choose my shipping carrier?

No. You may choose only the delivery method.

Who do I call if my merchandise arrives broken or damaged from the carrier?

If your order is broken or damaged, refuse delivery (if possible) and call Customer Service at 1.303.972.1926. You must save all shipping and merchandise packaging.

Is expedited shipping available on all products?

Expedited shipping is only available on those products that can be air shipped in accordance with shipping service provider requirements. Products exceeding weight or girth limits and products falling under the hazardous materials (hazmat) guidelines for dangerous materials cannot be expedited. These products are duly noted on the product information page.

What is the Free Shipping policy?

*Free Economy Shipping applies to select items at Hero’s Pets as indicated on the product description page. Look for the “FREE SHIPPING!” on qualifying item product pages. Offer valid only for orders shipped within the contiguous 48 U.S. states. May not be valid with any other discount or offer. Terms and conditions of this offer are subject to change at the sole discretion of Hero’s Pets.

Why does “Next Day” or “2nd Day” deliveries sometimes take longer than that to arrive?

Next Day and 2nd Day Air orders placed after 2 p.m. Eastern Time will not be shipped until the following business day. Next day air packages arrive by end of day on the first full business day after shipment, and 2nd Day air packages arrive the second full business day after shipment.
Placing your order very late in the day, after the shipping service provider has picked up their last shipment, is one factor that can affect shipping time. As a rule, you can expect orders shipped Next Day to take 2-3 business days to arrive, and orders shipped 2nd Day to arrive within 3-4 business days.

Are there any shipping restrictions based on delivery location?

*Economy shipping available to the 48 contiguous United States.
*Ground shipping available to the 48 contiguous United States and Canada.
*Air shipments (2nd Day and Next Day) available to the 50 United States.
*Priority Mail available to Guam, Puerto Rico and the Virgin Islands.

California Only – Pesticide Sale Restriction

A pesticide is any substance intended to control, destroy, repel, or attract a pest. Any living organism that causes damage, economic loss, transmits or produces disease may be the target pest. Pests can be animals, insects, unwanted plants and weeds, or microorganisms such as plant diseases, viruses or bacteria. Before being sold or used in California, all pesticides must be registered with both the U.S. Environmental Protection Agency and the California Department of Pesticide Regulation (DPR). Pesticide products typically sold in retail stores include: Algaecides, Fungicides, Herbicides, Insecticides, Rodent Poison, Repellants and Disinfectants & Sanitizers. If a product fails to meet California use requirement, we will restrict product shipment to comply with California state law.

Return Policy

How long will it take for me to receive a credit once I return an item?

We administer return credits within 48 hours after the product is received in our return center.

What is your return policy?

View our complete Return Policy

Will I be reimbursed for my return shipping costs?

Hero’s Pets does not reimburse return shipping for products returned for reasons that are not the fault of Hero’s Pets.

How do I report a damaged or defective product?

Call Customer Service at 1.303.972.1926 immediately upon discovering any damaged or defective item. You must save all shipping and merchandise packaging.

Can you replace my order?

Yes, depending on the availability of the items. Call Customer Service at 1.303.972.1926.

Are there any promotional exclusions?

Promotional shipping offers cannot be applied to orders being shipped via Air (Next Day or Second Day). All offers are while supplies last and may not be applied to any other promotional offers or discounts, applied to previous orders or to Business to Business orders.

Promotional discounts that apply to the order total will be reflected at checkout. Order total excludes taxes, shipping & handling charges, processing fees and the purchase of gift certificates. All prices are subject to change without notice. We are not responsible for any typographical errors or omissions.

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