HERO GEAR LLC
Our business days are Monday to Thursday. Visit our Customer Service Page for details.
For squadron fundraising information, please visit our "Squadron Fundraising" page.
HOW TO CONTACT US
WEBSITE and ORDER INQUIRIES:
Website prices are for ONLINE ORDERS ONLY. Add 10% for
Your credit card number is collected on a SSL secure server, which you will
automatically be directed to when you reach that page on our web site. We accept
Visa, MasterCard, American Express, and Discover credit cards. WE DO NOT ACCEPT DEBIT CARDS.
If you would like to pay by paper check or money order, submit your order from
the shopping cart, and we will e-mail payment instructions.
INTERNATIONAL ORDERS ARE AVAILABLE TO SOME INTERNATIONAL ADDRESSES: If you are an INTERNATIONAL customer, please PLACE YOUR ORDER ONLINE AND CHOOSE MONEY ORDER. The auto-reply email you will receive after you place your order does not apply to international addresses. EMAIL US FOR INSTRUCTIONS AND YOUR SHIPPING CHARGE. If you choose CREDIT CARD for payment, we cannot process your order. When you have selected Money Order for payment, you will automatically receive an email order confirmation shortly after you place your order; however, we will email you again with instructions and a specific quote for shipping to your international address. For fastest international shipping, Western Union is an option for payment.
We sincerely want you to be happy with your purchase, so we will gladly accept returns or exchanges for stock items that are returned to us within 30 days of ship date. We will refund the item's price (does not include shipping). If you wish to exchange your stock items, the cost of shipping of exchanged items must be paid for in advance. We DO NOT accept returns nor exchanges of 14kt gold jewelry, personalized, or crested items or items that have been worn and washed, unless they are defective.
We do our best to process and assemble orders with only stock items in 3 to 5 business days. Don't forget that there is transit time between our warehouse and your shipping address in addition to order processing time. Do not count Friday, Saturday, Sunday and holidays or closures as business days when estimating processing time for your order. For UPS and USPS mail, transit time is usually 2 to 5 business days within the continental United States. Orders placed online will receive priority over orders placed by phone. Our warehouse is located in Nevada; however, we do not have a facility for in store shopping. Items with crests are not stock items and require 5 to 7 days for assembly and curing. There are also various personalized and special order items that require extra processing time. This is indicated on the product pages.
If you order a mixture of stock items and items that take additional time for production, the entire order will be shipped to you when all items in your order have completed production. If you prefer to ship separately be sure to place the orders separately. Stock items in one order and custom crested/personalized items in a separate order. This will ensure your stock items are not held until your custom items are ready. Orders with customer authorized backorders will be shipped when all items are available in one package. If you prefer shipping separately, let us know and we will quote an additional shipping charge whenever applicable.
We ship to APO and FPO addresses by USPS first class or priority mail. Expedited shipping is not available to these addresses. Shipping to Alaska and Hawaii will be by USPS mail, UPS, or Fedex. The rate for shipping is the same as CONUS shipping, with the exception of heavier items due to the special handling needed to ship by air. We will quote a shipping price by email after we receive your order - separate from the automatic email you will receive with the standard shipping charge. Your order will not be processed if it includes these items without confirmation by email of the additional shipping charge. These items are shipped by UPS ground in the CONUS.
INTERNATIONAL: WE DO NOT SHIP TO ADDRESSES OUTSIDE OF THE UNITED STATES unless payment is made in advance through Western Union, or we receive a Bank Certified Check or Money Order. We cannot accept credit cards with billing addresses outside of the United States, unless it is a U.S. military APO/FPO box. We do not ship to all international addresses so follow the instructions above and we will email you if we can ship to your address. See payment options above for instructions on placing an international order.
STANDARD shipping is USPS first class, priority mail, or UPS ground at our discretion. For expedited shipping, see instructions below. We may or may not be able to expedite your order. This is done on a case by case basis. Custom items with crests cannot be shipped same day.
EXPEDITED SHIPPING is not always available. See instructions below.
SHIPPING AND HANDLING PRICES (one shipment to one address in the continental
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