Shipping policy

Shipping Policy

The Hero Protocol LLC

Effective Date: February 16, 2025

This Shipping Policy governs the shipment of orders placed with The Hero Protocol LLC, a Colorado limited liability company ("Company," "we," "us," or "our"), through www.theheroprotocol.com (the "Site"). By placing an order, you ("you" or "Customer") agree to be bound by this Policy. This Policy is incorporated by reference into, and forms part of, the Company’s Terms of Sale, Website Use, and Limited License.

1. Order Processing

• Orders are processed within two (2) to five (5) business days of receipt, excluding weekends and federal holidays.

• Processing times may be extended without notice due to high order volume, supply chain conditions, or other circumstances outside Company’s reasonable control.

• Once an order has entered processing, it cannot be modified or canceled. Customer requests submitted before processing begins will be accommodated when reasonably possible but are not guaranteed.

2. Shipping and Delivery

• Orders are fulfilled and shipped through Company’s third-party fulfillment partner located in the State of Georgia.

• Standard shipping is estimated at five (5) to ten (10) business days from dispatch.

• Expedited shipping, where available, is estimated at two (2) to four (4) business days from dispatch.

• All delivery windows are estimates only and are not guaranteed. Company makes no representation or warranty that any order will arrive within a specified timeframe.

• Title and risk of loss pass to Customer upon Company’s tender of the order to the shipping carrier. Company is not responsible for carrier delays, misrouting, lost packages, stolen packages, or damage occurring in transit.

• Tracking information will be provided to Customer by email once an order ships.

3. Shipping Restrictions

• Company ships to all fifty (50) United States. Surcharges apply to Hawaii and Alaska and will be calculated at checkout.

• Company does not ship to U.S. Territories.

• APO and AE addresses are evaluated on a case-by-case basis and are not guaranteed.

• Company does not ship internationally.

• Certain products may be subject to state or local restrictions. Customer is solely responsible for verifying that any ordered product may lawfully be shipped to and possessed at the destination address. Orders prohibited by applicable law will not be shipped, and any resulting refund is at Company’s discretion.

4. Lost, Damaged, or Stolen Packages

• If a package is lost in transit or marked as delivered but not received, Customer shall contact the shipping carrier directly to initiate a trace or claim.

• If a package arrives damaged, Customer shall notify Company at info@theheroprotocol.com within seven (7) days of receipt and shall include clear photographs of the damaged product and the outer packaging. Claims submitted after seven (7) days, or without supporting photographs, will not be honored.

• Company is not responsible for theft, loss, or damage attributable to the shipping carrier or to circumstances after delivery.

5. Incorrect or Incomplete Addresses

• Customer is solely responsible for providing complete and accurate shipping information at checkout.

• Company is not responsible for non-delivery, delay, or loss resulting from an incorrect, incomplete, or unverifiable address provided by Customer.

• Reshipment of an order returned due to a Customer-supplied address error will incur additional shipping fees, payable by Customer before reshipment.

6. Order Tracking

• Customer will receive a tracking number by email upon shipment.

• Tracking visibility is controlled by the carrier. Tracking updates may be delayed and may not reflect real-time package location.

7. Returns and Refunds

• All sales are final. Company does not accept returns or issue refunds except as required by applicable law or as expressly provided in this Section 7.

• If Customer receives a defective product or a product different from the one ordered, Customer shall contact info@theheroprotocol.com within seven (7) days of delivery, with photographs and the order number. Company will, at its sole discretion, provide a replacement, store credit, or refund. Claims submitted after seven (7) days will not be honored.