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We ship our products to residents and confirmed business customers within the USA (see restrictions below). All orders are processed within 24 hours, when possible, and ship within 3-5 business days. All products require a signature and all recipients are required to be 18 years of age or over.
We use the following shipping companies: UPS GROUND
Redirect a Package
Customers may change their shipping address at no charge prior to the package being shipped. Please contact us if you need to change your address.
If your package has already shipped, use UPS My Choice to make changes to your delivery. Customers who would like us to put in a delivery address change request on their behalf will need to be pay a redirect fee of $35 before we can make the request.
Changing your delivery address may delay your package. Address changes may not be possible if another change request has previously been made.
Ship to a UPS Location
When sending your package to a UPS location, there may be a pickup fee if you are not an existing UPS customer.
Missed Deliveries
Customers may request and pay for re-shipment of missed deliveries once their order has been returned to our warehouse. UPS will attempt to deliver a package multiple times and may drop it off at a pickup location for customers to retrieve. We recommend all customers set up a UPS My Choice account if they need to make changes to their delivery or check the location of their package.
Restrictions
We are unable to ship active ingredient products to: Alaska, California, Hawaii, Massachusetts, New York, Puerto Rico, and Washington D.C. If you ship an order to another state, check your local laws before bringing our products home.
HERO Defense Systems, LLC. and its appointed affiliates or resellers have the right to cancel any order, partially or entirely, at any time. Orders canceled in this manner will be refunded to the customer within 30 days.
Change or Cancel an Order
Customers may change or cancel their order up until the creation of shipping label(s). All changes are subject to availability and or services at the time of the shipment. Cancellations are subject to a 10% restocking fee, taken from the refund total.
HERO products may be returned for a full or partial refund within 30 days. Refund applies only to the original purchase price, excluding shipping costs, for new products.
Used Products are Non-refundable
Any used product, such as cartridges, either within a bundle or kit, or separately purchased, will be subtracted from the refund amount.
Dissassembly
Any product that has been intentionally disassembled by the customer will void any and all warranties , return policies or refunds.
Refund Request Submission
To request a refund, visit our Refund Request page and provide all information in the appropriate form. Upon verification of your information, a customer service representative will assign you a Return Merchandise Authorization Number (RMA), provide directions for next steps, or will request more information regarding your order.
Repairs or replacements may be completed within 30 days from the original date of purchase, in a timely manner, at the discretion of HERO Defense Systems LLC. Return shipping is accepted and handled by UPS Ground only.
Customers are responsible for:
• Proper preparation of shipments according to instructions provided by the service center.
• Restocking Fees: $25 for kits/bundles