Refund policy

We want you to love everything you purchase from Hero’s Pets. If something’s not right, we’re here to make it better.

Damaged or Defective Items:

If your order arrives damaged or defective, please contact us at hero@herospets.com within 3 days of receiving your item. Returns must be authorized before being sent back. We’ll provide a prepaid return shipping label and issue either a full refund or store credit once the item is received. Open items may still be eligible if the issue is due to damage or defect.

Non-Defective Returns:

If you change your mind or no longer want the product, you may request a return within 3 days of receipt.

You must email hero@herospets.com for authorization before sending the item.

Return shipping is at your expense.

Items must be unopened and in original condition.

A 15% restocking fee applies.

Refunds will be issued as store credit or to the original payment method once the item is received and inspected.

Exchanges:

In some cases, exchanges may be approved. Please email us to discuss your request.

Please Note:

Returns requested after 3 days of receipt cannot be accepted.

Perishable, frozen, or final sale items are not eligible for return.