Frequently Asked Questions

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How long does shipping take and from where?

Hero-on offers a variety of shipping methods each with different shipping times.

- Without tracking (5-12 business days after fulfillment)

- Tracking (4-8 business days after fulfillment)

- Priority (3-5 business days after fulfillment)

Here at Hero-on we have two shipping warehouses, if we don't have your products stocked in our Canadian warehouse we will ship to you directly from our apparel factory in California to make sure your products get to you as fast as possible! Please note Canadian Border Services Agency (CBSA) may impose Duty charges on some orders. Please note to offer the variety in products and colours at a affordable price hero-on prints shirts and other products on a order by order bases. This fulfillment takes from 1-7 days but we work hard to keep an average of 3 days or less.

How long do I have to submit a claim for a return/exchange?

Any returns or problems that occur because of an error on our part will be handled at our expense. Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.

I ordered the wrong size or would like an exchange.

Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered we will gladly exchange for you. Return of the original product is required and shipping is covered by customer. Please contact our customer care to initiate the process.

How should I wash my printed garments?

Here at Hero-on, we use the latest Direct-to-Garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screenprinters use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High temperature washes can fade and crack the print, and high temperature dryer settings can shrink the garment, as well as damage the print.

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Part of my order is missing?

In most cases this could be due to having some of the products you ordered in stock and having to make the others. If there will be a wait between products we will send what we can. Feel free to check with us at support@hero-on.com.

I received the wrong items?

First off, we apologize for the mistake! To further investigate the matter contact support at support@hero-on.com.

Which methods of payments can I use?

We believe in usability and security, that's why we use both Paypal and Stripe to securely process payments. Methods include Mastercard, Visa, American Express, Paypal Account and Stripe. Hero-on does not hold any payment information.

I forgot to use my discount code

Contact us at support@hero-on.com and we will see about refunding the discount portion or give a in-store credit.

Is it safe to order online?

Yes! Hero on uses "https" encrypted webpages as well as SSL secure data entry. Hero-on also does not host or have access to any payment information entered, it is processed through secure payment gateways including Paypal and Stripe.

Who is responsible for Duty?

Here at Hero-on we have two shipping warehouses, if we don't have your products stocked in our Canadian warehouse we will ship to you directly from our apparel factory in California to make sure your products get to you as fast as possible! Please note Canadian Border Services Agency (CBSA) may impose Duty charges on some orders. Please note to offer the variety in products and colours at a affordable price hero-on prints shirts and other products on a order by order bases. This fulfillment takes from 1-7 days but we work hard to keep an average of 3 days or less.
The buyer is responsible for all duties and taxes. Any customs duty levied by respective country is the buyer's responsibility, we are not liable to pay any customs duty/levy.