Shipping policy
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.
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.
Restrictions
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.
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.
Shipping Frozen:
We are currently unable to ship all frozen items.
As you may have noticed, it's pretty hard to find raw food online. This is because shipping raw food is pretty expensive and it is not always guaranteed to arrive still frozen. We will gladly ship non-frozen items.
We have placed our raw food items online so you can see what we support and sell but it's unlikely we can ship it to you. If you'd like to negotiate shipping please contact us at 303.972.1926 or Hero@HerosPets.com.