Sales FAQ

Purchasing

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
• American Express

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

 How much does your food cost? Is it more than other places or only affordable for high income people?

How do our prices compare to other stores? Hero’s Pets strives to keep our prices affordable and competitive. We do not mark up our products higher than any other average Joe Schmoe store, even though we provide much more interactive, educational and detailed customer service wherever possible.

Examples of pet food prices – Sticker prices are not a fair way to compare products for a few reasons. 1) The mass weight of a cup is different in each package. Feeding recommendations are based on 8oz volume cups but the mass matters more when determining how long a package of pet food is going to last you, and therefore how much it costs you. 2) The number of calories per cup is different in each product. Every available product will require a different quantity to be fed to your pet, affecting how long a product will last and therefore how much it will cost you 3) Feeding guidelines are not standardized. Companies can choose how much to recommend that you feed your pet based solely on how fast they want you to use their product, not based on your pets actual needs. Generally speaking, companies recommend that you overfeed your pet which obviously increase your feeding expenses.

Based on Hero’s Pets feeding calculations (see “How much to feed your pet”) here are some example comparison of costs based on an active, medium aged, fixed, 30lb dog:

Dry Kibble – in this case we’re going to use Carna4 22lb which is $139.99. This product is 3.3oz per 8oz cup and 525kcals/cup. Therefore there are 107 cups in a package and you’d feed 1.1 cups a day of food which means one bag would last you 97+ days and cost you $43.30/month

Dehydrated Raw – In this case we’re going to use Simple Food Project 6lb which is $82.99. This product is 2.7oz per 8oz cup and 324 kcals/cup. Therefore there are 35.6 cups in a package and you’d feed 1.9 cups a day of food which means one box would last you 19 days and cost you $131.04/month

Raw Frozen – In this case we’re going to use Solutions Beef 40lb which is $255.50. This product is 8oz per 8oz cup (due to the high moisture content) and 680 kcals/cup. Therefore there are 60 cups in a package and you’d feed ¾ of a cup of food which means one box would last you 107 days and cost you $71.64/month

Canned – In this case we’re going to use Weruva Hot Dayam 14.1oz cans which are $4.29 each. This product is 430kcals per 14.1oz can. Therefore you’d feed 1.4 cans per day which would cost you $180.18/month. Canned food is always going to cost the most, even if its far less expensive than a product like Weruva. You’re paying for water, for metal, and for shipping on water and metal. Canned foods are also specifically excluded from certain regulations that require the use of non-toxic products as primary ingredients… to find quality canned products they must, sadly, be pricey. This is one reason we recommend dehydrated, air dried, freeze dried or raw instead of canned foods… it saves you money while providing increased nutrition for your pet.

Return Policy

How long will it take for me to receive a credit once I return an item?
We apply return credits as soon as possible after the product is received and authorized for return.

What is your return policy?

Manufacturer defects – If there is a defect to your product we will gladly replace it or allow a return. Just bring it in and we’ll work out whatever works best for you. As per manufacturers requirements, returns must be made within 30 days of the original purchase and must not have been used, altered, washed, or damaged and must include original packaging. To be eligible for a full refund or credit, new, unused products must be clean and free of pet hair.

Your pet won’t eat it – If your pet decided they don’t like their food it must have been purchased within the last 2 weeks, be at least 75% full and be in its original package for us to return it. If the product is available in a variety of sizes or if your return does not meet our previously listed requirements you may call the manufacturer and request that they authorize the return. If they agree to the circumstances of the return (outside of our requirements) they can email us an authorization at Hero@HerosPets.com to include your name, the reason for the return and the product they are authorizing the return on.

Why don’t you make returns on large products as simple as returns on small products? – We provide ample samples to customers for first time purchases and/or for picky eaters. We work hard to ensure that you have allowed your pet the opportunity to choose a food prior to your commitment to purchasing it. In addition to this we recommend rotation and we recommend that customers never purchase more food than they can feed in about a month, so the food does not go rancid as our products are never preserved with chemical ingredients to unnaturally extend shelf lives. For these reasons we recommend either purchasing smaller packages for freshness, rotation and sampling (to ensure your pet really loves it before committing to larger sizes). As these are our recommendations we try to deter the purchase of large packages that may get returned unnecessarily, which places a large financial burden on the small, independent companies that we support. We will still return these products for a variety of reasons and we most certainly want you to be satisfied with your products. However, occasionally people request these returns inappropriately and in ways that are harmful to the small, lower income manufacturers that we want to continue to support. We appreciate your patience with us if you must return a larger package and we ask a lot of questions or ask you to reach out to the company to get a return authorization. We appreciate your understanding that this is our way of making sure we can continue to sell the products we love into the future by not placing undue burden on companies with good products that can’t afford to refund products without a good cause. We recommend the purchase of larger, more cost-effective sizes once you are sure that your pet does not have an aversion to the products flavor and does well on it physically.

Your pet got sick – We strive to always help pet owners find the cause of any and all issues with their pets’ health. We will always return any products that may have caused illness in any pet. We ask, however, that you allow us to help you identify the cause of the illness. In some cases, we are able to help you identify specific ingredients that you may not have identified as culprits to your pets’ health concerns. In some cases, we may recognize problems that only an outsider might notice such as overfeeding, potential exposure to giardia or other environmental factors that caused the issues that may not have been considered, etc. Whether we identify the cause as a non-food or treat source or not we will still return the product if you feel most comfortable doing that. We simply seek to identify what works and doesn’t work for your pet unconditionally and sometimes that means using coincidences to identify these concerns.

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.

Shipping & Delivery

General Shipping Information

Shipments are delivered Monday through Friday. 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. Hero's Pets does not mark up shipping charges in any way.  Shipping fees are always exactly the same amount that we pay.

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 3-10 business days. In rare instances, when an in-stock item becomes unavailable after you have placed an order, you will be notified via e-mail or phone call.
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.

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.

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. An additional 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 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.

Restrictions

Some items sold by Hero’s Pets cannot be shipped internationally due to import restrictions or size; for example some pet foods and supplements or products requiring dry ice 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.

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.