Frequently Asked Questions

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How do I get one of those pretty cards that come with an order?

Our program cards are now available for you to download for FREE! Click here to add a free digital card to your cart, which you can download after you complete checkout (no purchase necessary).

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What materials are your shirts made of?

All our apparel (T-Shirts, Vnecks and Long Sleeve Shirts) are made of 100% preshrunk cotton with the exception of the following colors:
      • Sport Grey: 90/10 cotton/poly
      • Dark Heather: 50/50 cotton/poly
      • Ash Grey: 99/1 cotton/poly

Our shirts come from the manufacturer “preshrunk”; however, we have been told that they can shrink a little during the first wash.

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Why does my Order Status still show as “Processing”? How Long Does it Take to Receive An Order?

Orders for non-apparel items and consumables process in 2-3 business days. Allow 5-7 business days for production of embroidery items. Allow 7-10 business days for production of apparel items, mugs, ornaments, canvases, etc.(includes time for pretreatment, custom printing and drying).

Once your order ships, you will receive a Shipping Confirmation Email with tracking. Domestic transit takes 2-7 business days; international transit takes 3-6 weeks.

For a status update on your order, please reach out to our friendly Hero Support Team by using our contact form.

Thank you for your order and your support with helping dogs and/or Veterans!

 

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Can I cancel or change my order once it is placed?

We would love to help you with any changes to an order, but unfortunately once an order is placed we are unable to “modify” an order (change shirt size, add to an existing order, etc.) Therefore, what we CAN DO is cancel and refund the existing order* so you can then place a new order. It is always best just to place another order if you need to add another item or make any modifications.

*If you need to cancel completely or change an item, please know that we can do our best to catch these within a 3 hour window from the time you placed the order. However, oftentimes apparel & mug items enter into production quickly and we cannot catch them in time OR before non-apparel items ship.

APPAREL/ MUG ORDERS: Every item in your order is 100% customized just for you and it is printed after you order, so please contact us immediately (as in right now) if you have any questions or issues. It may be too late, but sometimes we can catch your stuff before it’s produced. 

If you need further help with any of these issues, please get in touch with our Hero Support Team by using our contact form here.

When emailing in to cancel your order (if within the 3 hour window), please put CANCEL ORDER in subject line.

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Why does my tracking number not have any information available or say “number not found”?

Tracking numbers are issued once a shipping label is created. It can take up to 48 hours to update in the carrier’s system (from the time the tracking number has been assigned and package picked up).

We send a Shipping Confirmation Email with tracking to you after the tracking number has been assigned Please allow 24-48 hours for the tracking to update and show movement. In rare occasions, it does take the shipper a little longer to update the progress OR the shipper’s system was unable to get a read on the tracking label as it is doing down a conveyor belt during processing (which in most cases it is still delivered).

 How frequently it is updated with new information depends on the carrier (usually USPS, UPS or FedEx). If you are still not seeing updates after the 48 hour period, please get in touch with our Hero Support Team (by using our contact form here) so we can research the situation and provide an update.

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My mug is missing from my order. Where is it?

Mugs are shipped separately in order to secure the item against breakage. You may receive this item before or after your apparel shipment. You should be receiving an email with the specific tracking info as soon as it ships.

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I haven’t received my order yet. How can I check the status?

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Orders for non-apparel items and consumables process in 2-3 business days. Allow 5-7 business days for production of embroidery items. Allow 7-10 business days for production of apparel items, mugs, ornaments, canvases, etc.(includes time for pretreatment, custom printing and drying). Once your order ships, you will receive a Shipping Confirmation Email with tracking. Domestic transit takes 2-7 business days; international transit takes 3-6 weeks.

With that in mind, please know that there are those rare occurrences where custom products are rejected due to quality or other production issues. We are more than happy to check on your order and get a status update for you. Please get in touch with our our friendly Hero Support Team by using our contact form here.

 

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What do I do if my item doesn’t fit or I need to exchange or return it?

We strive to make our customers happy!

If it doesn’t fit or you would like to return it for a refund for any reason – please get in touch with our Hero Support Team by using our contact form and we will either exchange or credit you for your item within 90 days of your purchase date.

Refunds typically take 3 – 5 business days to reflect in your account once issued. We’ll do our best to expedite the process.

Question: Do the dogs still get their meals? We are going to still make sure the dogs get their meals regardless if you return the item or not. That’s our pledge to them and we take on that cost personally.

 

 

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I was sent an incorrect item (design, style, color, size). How can I get the item I ordered?

We are so very sorry you were sent the incorrect item! Please know that we strive to exceed your expectations and will get you out the correct item ASAP. Please get in touch with our Hero Support Team by using our contact form and they will take care of getting you the right item.

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I did not receive my tracking number. How can I get this?

Shipping Confirmation Emails with tracking are sent when the package ships. You may receive more than one Email and tracking number if your order is coming from more than one drop-shipper. Your receipt will show all this information. If you did not receive an Email, please check your spam/junk folder as it can sometimes get filed there.

If you did not receive a Shipping Confirmation Email, please get in touch with our Hero Support Team (using our contact form here) – with the following information:

-NAME

-SHIPPING ADDRESS

-ORDER EMAIL

-ORDER DATE

If you have your order confirmation Email, you can get your tracking number through the form below:

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

 

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I did not receive all of the items in my package. Where is the rest of my order?

If you ordered more than one item, but received only ONE item, your order most likely was split between two drop-shippers. We use a different drop-shipper for our apparel, mugs, travel mugs, and ornaments. Because of this, you will get two shipments to complete your order. Please check your receipt as it will show the location from which your items are being shipped. If this is the case, you should receive two shipments and two different Shipping Confirmation Emails with tracking.

**Please note Mugs are always shipped separately due to the need to ensure safe packaging. **

If all items are shipping from the SAME drop-shipper according to your receipt but you received an incomplete order, please reach out to us so we can resolve the issue ASAP. Please get in touch with our Hero Support Team (using our contact form here) – with the following information so we can take care of this for you:

-NAME

-ORDER NUMBER

-ORDER EMAIL

-MISSING ITEM(S)

Find more information here