We typically ship all orders within 2-4 business days. If you select Expedited Processing at checkout, we'll ship within 24-48 hours depending on which time in the day the orders are placed.
For custom orders, we typically produce within 5 - 7 business days. If you need something rushed, please message us BEFORE placing your order to arrange it.
If we are experiencing a high volume of orders, shipments may be delayed by a few days, and please allow additional days in transit for delivery. As orders are not shipped or delivered on weekends and holidays, delivery delays can occur during the holidays also.
HOW LONG DOES IT TAKE TO ARRIVE?
We ship all orders from our USA factory. Due to Covid-19, some international packages may be delayed due to routing or customs delays.
USA - Within 2-5 business days
Canada - Within 4-10 business days
Western Europe - Within 5-15 business days
Australia/NZ - Within 5-15 business days
Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
I DIDN'T RECEIVE MY ORDER
Please email us: hi@herago.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
A package can get lost in transit in some cases. While we are not responsible for any lost package, we will help you to track down your order. However, if you believe your package has been missing, you need to check your tracking info and contact the postal carrier to request an investigation into the location of your item. Shipping carriers typically request up to 21 days to find lost parcels after the last update on the tracking was made.
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please check your package carefully when it arrives. If your product is damaged during delivery, please inform us within 7 days since you received it. You can email our Support team at hi@herago.com. To expedite the process, please attach order details and a photo of your damaged product.
We will contact you within 24-48 hours after receiving your email. An investigation will take 14 business days, if there are any updates, we will notify you by email.
IMPORTANT: The replacement will be sent to the same address as the original order. Besides, all products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, manuals and documentation that were shipped with the product. Otherwise, the investigation will not be processed.
CAN I RETURN MY PURCHASE?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. Our Returns and Refund Policy gives you 7 days to return or exchange an item purchased online with a valid receipt. You are eligible for a full refund within 7 days of delivery date.
For personalized products: We do not accept any Return and Refund Requests other than defective or wrong items sent.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.
