Fulfillment & Shipping PolicyUpdated 19 days ago

At The Hero Company, we’re honored to serve our customers with fast and reliable shipping while continuing our mission to support veterans through every purchase. Below, you’ll find key details regarding our shipping policy, including how long it takes to process and ship your order, and what to expect for delivery times based on your chosen shipping method.

🛠️ Order Processing / Fulfillment Time

Order processing time refers to the time it takes for our team to prepare and ship your order after it has been placed. This timeframe does not include transit time once the package leaves our facility.

Standard Shipping (Domestic) & International Shipping:

• Most orders are processed within 3 business days (Monday - Friday), excluding holidays.

Expedited Shipping (Domestic only):

• Orders placed before 12 PM PST (Monday - Friday): Ship the same day, excluding holidays.
• Orders placed after 12 PM PST (Monday - Friday) or anytime on weekends: Ship the next business day (Monday through Friday, excluding holidays).

Note: Some of our apparel items are printed on demand and production time (prior to shipping) is up to 5 business days M-F, excluding holidays. This detail will be confirmed on the product page for applicable products.

🚚 Transit Time

Transit time refers to how long it takes for a shipped package to reach its destination after it has left our fulfillment center. This varies based on the shipping method selected at checkout and the delivery destination.

Domestic Shipping Options:

• Standard Shipping: Delivery typically takes up to 10 business days (Monday through Friday, excluding holidays), depending on your shipping zone.
  • For orders shipped to U.S. territories or locations outside the 48 contiguous states (e.g., Alaska, Hawaii, Puerto Rico) or military addresses, delivery may take longer.
• Two Day Shipping: delivery within 2 business days (Monday through Friday, excluding holidays).
• Next Day Shipping: delivery within 1 business day (Monday through Friday, excluding holidays).

International Shipping Options:

• Economy International Shipping: Delivery typically takes up to 15 days.
• Premium International Shipping: Delivery typically takes up to 6 days.

🚨 Note: Delivery delays can occasionally occur with any shipping method due to factors beyond our control, such as weather conditions, carrier delays, or customs clearance for international orders. We appreciate your patience and understanding should any unexpected delays arise.

📦 Shipping Carriers

We work with multiple shipping carriers to get your order to you as efficiently as possible:

• Domestic orders: Amazon Shipping*, DHL, FedEx, UPS, or USPS
• International orders: DHL, FedEx, or UPS

*Please note: Amazon Shipping is a delivery service and is separate from Amazon.com. It is not connected to Amazon Prime or any benefits, discounts, or delivery guarantees associated with shopping on Amazon.com.

At checkout, you select your shipping speed — Standard Shipping, Two Day Shipping, or Next Day Shipping — rather than a specific carrier. Because carrier selection depends on factors like destination, package size, and carrier availability at the time of fulfillment, our fulfillment team selects the carrier when preparing your shipment, and the specific carrier used for your order is not confirmed until your order has been fulfilled and is ready to ship. 

There are two exceptions where the carrier is known ahead of time:

• PO Box & US military addresses: USPS will always complete final delivery, since other carriers are unable to deliver directly to these addresses. Note: In some cases, tracking may show FedEx or DHL handling the majority of transit before handing off to USPS for last-mile delivery — this is expected and doesn’t mean your package changed carriers unexpectedly.
• Expedited shipping (Two Day or Next Day): These orders always ship via FedEx.

For all other orders, you’ll see your carrier listed in your shipping confirmation email once the order has shipped, and on our Tracking Page.

📅 Holidays & Observed Closures

Our fulfillment team and shipping carriers are closed on U.S. federal holidays. These days are not counted as processing days or transit/delivery days for any shipping method. When a holiday falls on a weekend, the closure is observed on the nearest weekday — the Friday before if it falls on a Saturday, or the Monday after if it falls on a Sunday. (For example, when July 4th falls on a Saturday, the holiday is observed on Friday, July 3rd.) We recommend allowing extra time when ordering around a holiday.

🔍 Track Your Order
You can check the status of your order anytime by visiting our Track Order page.

Also, once your order has shipped, you’ll receive a confirmation email with a tracking number and a link to track your package.