- Shipping & Returns
Shipping & Returns
Hero Outdoors does not accept returns or exchanges on any online orders.
What is Our Warranty Return Policy?
Hero Outdoors is committed to providing the highest quality gear to match the needs and expectations of its customers. In instances where the product must be returned for warranty coverage the following terms and procedures should be followed:
All warranty returns must be authorized by Customer Service by emailing Sales@HeroOutdoors.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.
General Warranty Returns
Before returning items for warranty issues, please contact Customer Service by emailing Sales@HeroOutdoors.com whereas each item is subject to specific warranty coverage and return procedures. Some items are returned directly to the product manufacturer for warranty service, All other items must first be returned to the store for review.
Please be aware that labor charges may and will be applied for work deemed non warranty related.
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.
Please note the customer is responsible for shipping charges to the store. Hero Outdoors will pay for return shipping once item has been reviewed and found to be defective.
Warranty Coverage: Airsoft Guns
As a general brand importer we strive to ensure that all the incoming products are of high quality and free from defects. However, due to the sheer volume of product and special request, not everything can be caught. On top of logistics reasons, each manufacturer has proprietary parts and build quality. We are currently unable to support a general warranty across the board to support over 200 different models of Airsoft guns. Most customers can contact the manufacturer of the airsoft AEG/GBB to obtain warranty service.
Due to the wide variety of factors when dealing with airsoft guns and magazines, Hero Outdoors cannot guarantee the fitment or function of any airsoft magazine in any airsoft gun.
Some fitment, shimming or other modification may be needed to insure correct operation of magazines in your exact gun make and model.
Available Shipping Carriers: Canada Post, UPS
Free Canadian Shipping:
Please Note: Free shipping on orders over $200 CDN before tax only applies to destinations in Canada that are accessible by ground routes. Those areas accessible only by air are exempt from this offer. Those postal codes starting with the following are possibly serviced only by air or are generally more remote: A0K, A0G, A1V, G0G, J0M, P0L, P0V, R0B, S0J, T0C, T0H, T0P, V0G, V0J, V0N, V0P, V0R, X0A, X0B, X0C, X0E, Y0B. If your area is serviced only by air, then our free shipping offer does not apply and we will contact you at the email address or phone number you provided regarding the costs of your shipment.
Certain restrictions apply on overweight and over sized items.
Order Processing Time:
Due to the large selection of products sold by our company we do not have the physical space to keep it all on hand in our main storefront. For this reason we utilize a warehouse to keep our other products on hand. Items are transferred over on mass to our store where they are unloaded and inspected before being packed into their respective orders.
This process can take up to 10 business days. A business day being Monday through Friday from 9am to 5pm EST, excluding Holidays. On all orders containing any or all airsoft parts or guns this process can take up to 20 business days as the CBSA has subject these parts and guns to full border inspections and delays.
In instances where items are back ordered the customer will be notified and given the option to have their order shipped together or in separate shipments as back ordered 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 Outdoors 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. A tracking number will be provided to the customer and should appear in the order status after the order has shipped.
Order Changes & Cancellation:
Once an order is received, the order fulfillment process cannot be interrupted to make any modifications such as adding, changing or canceling.
If you need to update your shipping address or shipping method after your order is placed, please call us right away at (855)-GO-4-HERO M-F 9:00am-7:00pm EST or email us at Orders@HeroOutdoors.com
To avoid placing a duplicate order, please DO NOT click "back" on your browser after confirming order.
Proof of Delivery:
All orders require the signature of the purchaser upon receipt of the package.
For questions about shipping or other inquiries call 1-(855) GO-4-HERO (464-4376) or email Sales@HeroOutdoors.com