What is Our Return Policy?
Hero Army Surplus is committed to providing the highest quality gear to match the needs and expectations of its customers. In instances where the product does not meet your expectation, must be returned for warranty coverage or needs to be returned for any other reason the
following terms and procedures should be followed:
Items may be returned in new and unopened condition within 30 days of delivery for a full store credit. Be aware when testing merchandise sizing because clothing items that are washed, worn, soiled, bear any odor, or are missing original labeling cannot be returned. Excluding
instances where an incorrect item has been shipped, Hero Army Surplus does not reimburse or credit shipping expenses.
All returns must be authorized by Customer Service by emailing email@example.com for an RMA#. Once an RMA# has been issued, please clearly mark the outside of the return shipping box with this number, otherwise your package will be returned unopened.
**Special Orders, personalized items and custom pieces are non-returnable.
**It is encumbant on the purchaser, prior to ordering, to determine whether or not their product(s) is considered special order and whether it may be able to be returned for exchange or store credit.
Before returning items for warranty issues, please contact Customer Service by emailing firstname.lastname@example.org whereas each item is subject to specific warranty coverage and return procedures. Some items are returned directly to the product manufacturer for warranty service.
Returned items may be repaired or replaced at the discretion of the manufacturer. The return shipping box should be marked clearly with the RMA# as issued by Customer Service, otherwise your package will be returned unopened.
Available Shipping Carriers:
Order Processing Time:
Orders are usually processed in 1-3 business days. In instances where items are backordered the customer will be notified and given the option to have their order shipped together or in separate shipments as backordered items become available.
Other Shipping Restrictions:
Warranty issues and manufacturer restrictions prevent certain products from being shipped to all locations. The customer will be notified if an item they have purchased may not be shipped to their location. Knowledge about local regulations/restrictions on the importation of items is the responsibility of the customer. Hero Army Surplus will not assume liability for products withheld by customs or for any other fees/taxes/expenses incurred during the importation of purchased products.
Depending upon the destination and shipping method, the time for a package to arrive varies. Orders delivered outside of Canada will usually experience delays from local Customs Agencies. A tracking number will be provided to the customer and should appear in the order status after the order has shipped. When a customer suspects that their package has been lost in shipping they should contact the store right away.
Proof of Delivery:
All orders require the signature of the purchaser upon receipt of the package.
Shipping Cost will be calculated upon checkout once address information is entered.
For questions about shipping or other enquiries call 1-(855) GO-4-HERO (464-4376) or email Hero@HeroArmySurplus.com