RETURNS & EXCHANGE
We want our customers to be happy, so we will do our best to ensure that you are pleased with your order. If you receive your order and are dissatisfied with the merchandise because it is defective, the wrong size, or damaged, you may return the item(s) within 30 business days of receipt.
IMPORTANT: We do not offer Refunds or Exchanges for 'select your own color' bracelets and key chains if the look turned out to be different from what you imagined when you selected the colors. On sale items are also not eligible for exchanges and refund.
Please include the following information with your return:
Your Order Number
Your Order Name
Your Shipping Address
Your Item Size
Reason for Return
If the item(s) you are returning are the wrong size, please pay the $5 (plus $1 for every additional bracelet/keychain/watch) for the return postage fee (with in USA) by Clicking Here for USA residents.
If you are exchanging from Canada or anywhere out of the USA please click here to pay the return postage fee of $10 USD plus $1 for every additional item)
If the item you are returning to exchange for a different size is a leather bracelet, please pay a remake fee.
Please note, if the product is returned multiple times due to incorrect sizing, we reserve the right to request a remake fee be paid before the bracelet is re-made again. Upon receipt of your return, we will inspect the bracelet before replacing them. If the item is deemed unfit for re-sale due to inflicted damages, we reserve the right to not send a replacement until a remake fee is paid.
Officially Licensed Paracord Bracelet ($24.99) – remake fee $12.49
Standard Bracelet ($19.99) – remake fee $9.99
Key Chain ($17.99) – remake fee $8.99
We reserve the right to not send a replacement until the remake fee is paid.
For details about our remake fee click here.
Please send the item(s) back via USPS with tracking number.
If you would like to return the item due to a manufacturing defect or error on our part, you do not need to include payment for shipping.
Upon receipt of your return, we will inspect the item(s) before replacing them. If the item(s) are deemed unfit for re-sale due to inflicted damages, we reserve the right to not send a replacement until payment is made.
Once your package is ready to be sent, please address it to:
5076 List Drive
Colorado Springs, CO 80919
If you have any questions, you may contact us by email or call us at 719-440-4892 (Our phone line is open from 10AM to 2PM MST Mondays-Fridays)
Note: This policy is in effect from July 4th 2015 onwards.
CHANGES TO ORDER
If you have made a mistake in your order, please send us an email at firstname.lastname@example.org within:
- 24 hours for orders placed on a Monday, Tuesday or Wednesday
- 72 hours for orders placed on a Thursday, Friday, Saturday or Sunday
Change requests outside the above specified periods will require a remake fee to cover the expense of our veterans re-building your product.
Once you place your order, we typically send the order to our veterans the next day. So any change to bracelet size or colors (for non-sport themed bracelets) beyond the set time limits will incur additional costs because new paracord will need to be cut to the new bracelet length or the paracord replaced with different colors.
Please refer to our size guide when ordering a bracelet and review your order before completing to make sure everything is correct.
RETURNS / WRONG ADDRESS
If a package is returned to us due to the wrong address been provided or non claimed delivery we require an additional postage fee to be paid to resend the item to you.
If for any reason you need to have an order cancelled immediately after placing the order, please email us at email@example.com.
You may request for faulty or damaged item/s to be refunded. Please return the item (in its original packaging) within 10 business days from delivery of the item/s. Your refund will be processed once we confirm receipt of your returned item.
We do not offer refund on items which you have already received but change your mind about.
Shipping costs are non-refundable.
We will not be able to refund, reimburse or resend items that are lost or stolen in the mail.
If you are approved for refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please note, refunds to credit cards can take up to 30 days to appear on your statement.
Our payment processor has a security system in place which checks for fraud. If an order is flagged by the system as possibly fraudulent, Handmade By Heroes reserves the right to cancel and refund in full an order with or without any further explanation.
If you think we have cancelled your order by mistake, please feel free to contact us.
Late Or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Your Handmade By Heroes product is hand-crafted to meet your complete satisfaction and we will make every effort to repair/replace all products purchased from us. For details on our manufacturer's Warranty return please click here.