Here you can find our Shipping and Return Policies.
Orders and Shipping
As all orders are made to order, please allow 3 business days for them to be made, followed by an additional 4-7 business days for delivery.
Yes. For orders above $100 the shipping cost is on us.
Since we move quickly to print, cut, and sew your custom handmade merchandise, we cannot accept modifications or cancellations to your orders once submitted. With print-to-order, we do not carry inventory and each product is crafted with pristine detail. This includes different sizing, design changes, or quantity. If you would like to increase your quantity, please place an separate order.
We send out email notifications at every step of our process.
Once the order has been shipped, you will also receive an email with all the tracking information.
No. Payments are secured and handled by Stripe. We do not keep or handle any credit card information.
Everything is being handled under the Stripe secure gateway.
Since we do not have an active nexus in the US territory, we choose not to charge any sales tax for any US residents.
Please know that it is your sole responsibility to pay any taxes such as customs or state, if any applicable.
Currently, we only fulfill orders in the United States territory.
However, we do have in plan to extend to other regions.
Depending on the number of items ordered and their processing times, you may receive 1 or more packages.
For example, the average processing time of a hoodie is 3 days while a hooded blanket can take up to 7 days.
This is why we may ship your orders in multiple shipments to ensure your delivery is as quick as possible.
Returns and Exchanges
We do not accept returns. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint.
So just tell us what went wrong, send along a picture, and if warranted, we’ll give your money back in full.
Then, if possible, you can donate your product to a local charity or recycle it.
This is why we proudly offer our 100% print guarantee! In the event your product is damaged or defective, please contact us within seven (7) days of receiving the product with reasonable proof to us of such damage or defect.
We will promptly review your correspondence in order to determine whether such damage or defect warrants a new product sent to you at no additional cost.
We strongly encourage all our customers to review our sizing charts before orders are placed to ensure our sizing fits your requirements.
You can always contact us at firstname.lastname@example.org
Our response time average is currently at 24hrs.
Lost, Stolen or Undelivered Packages
Undelivered packages because of an incomplete address:
Heroes United will not be able to refund or reprint. Please make sure before submitting an order all information is accurate and complete.
For orders with the correct shipping address, the following applies:
If you have not received your package and you believe it has been lost or stolen, please call your local shipping facility to get a proof document and then please notify us within 15 business days of the shipped date. Heroes United will file a claim on your behalf with the carrier and will issue a reprint free of charge with the same shipping method. If you have not inquired with Heroes United about an undelivered package within 15 business days of the ship date, we will not be able to refund orders.
The following exceptions apply:
During the 15 business day period, your delivery times include national holiday’s which can delay the delivery date by additional days or an extended holiday which can delay the delivery date but with proper notification before submitting an order.
U.S. territories or an APO address standard shipping can range from 4-10 days or longer in some cases. Please contact email@example.com for status after 15 days.
We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we’ll get you a new one.
Photos & Graphics
Colors on the product received may be little faded and not as bright and saturated due to the brightness and resolution of your monitor or screen. Natural or studio lighting seen on the item’s photos might also be a factor in a slightly different color shade on the product.
There might be slightly different positioning on the printed patterns in comparison with the original item photo to the right/left or up/down, although the proportions will always be approximate. It can also happen because the size of the items from the USA to EU or AU for example varies in size and photo preview usually presents one fit so the patterns positioning and/or proportions might differ.
Graphics/Designs/Photos/Fonts might look slightly smaller, bigger, or positioned differently on the printed item. There are a lot of reasons for the graphic to feel different than the store photo, but the most common are the different sizes from your order/model photo sample (per example ordering an M and model is an XL) and perspective.