Customer Support
Get answers to your questions
Products and Effects
This can vary depending on the depth of each draw you take but generally this applies:
0.5ml = 250 draws
1ml = 500 draws
2 ml = 1000 draws
It heavily depends on the product you have ordered. Please refer to the single page products to learn more about our compounds and their effects. You can also check out the guide here.
We manufacture and ship in Europe, from the lush soils of Italy to our top-class facilities in Spain, ensuring quality and precision with all our products. Certain buds are grown in California, US and the overall home of HERO is right in the European Union.
At HERO, we guarantee the perfect vaping experience, every time. If you for any reason are dissatisfied with your product, please contact our product team who will take great care of you.
Our vapes have a fault rate of under 0.01%, but sometimes bad luck can strike. Please reach out to our customer service who will ensure you receive a replacement product.
Not at all. Our products are thoroughly screened for vitamin E acetate and contain zero traces of MCT oil, VG, PG, or any other additives.
No. All HERO products are thoroughly screened for heavy metals and pesticides by world-leading laboratories specialized in cannabinoids. You can also verify this from lab reports on specific product pages and in our CoA library.
All orders from our website are packaged in discrete shipping materials, not hinting about what its contents are.
Miscellaneous Queries
All HERO orders are fully tracked and we guarantee delivery on all orders made in accordance with our terms and conditions.
Yes, all our gummies are made vegan and their exact contents are available on the packaging.
Our products are free from THC which can be verified by their lab reports on respective product page or in our CoA library.
Our products are made from EU-certified hemp, which ensures high quality and full compliance with EU legislation.
Depending on a range of factors that are individual (for example, metabolism) our products may or may not show positive results on certain drug tests.
Dosage depends on your tolerance and wanted effect. We recommend following the dosage guides presented on product pages or product packaging. As a new user, you should always be going with the minimal and try your way forward as you give plenty of time for the effects to kick in. If you are unsure or need any guidance, please feel free to reach out to our customer support.
Orders and Shipping
We ship every week day up until 3 PM CET in the afternoon. Ordering before 12 PM CET typically ensures your order will arrive within 48-72 hours depending on location. Rest assured we are always working to ensure speedy and guaranteed delivery for your items.
Create your free HERO account by following this link. By having an account you can easily view your order history, tracking numbers, and receive special promos.
You can update your billing and shipping details for automatic filling in checkout under your account settings. If you do not have an account, simply change the details next time you make an order.
When your order ships you are notified by email and in your account panel if you have an account that your tracking number is now available. We use tracking for all our orders and it is easy for you to get status updates and follow your shipment.
We do not store credit card or bank information, this is handled solely and via encryption through our 3rd party payment processor providers. We retain as little customer information as legally possible and cannot under any circumstances access your private payment information.
All products on our website are inclusive of VAT by default in the European Union. If you make an order outside of the EU then VAT is deducted in the checkout and paid upon arrival with customs.
You can see the countries and addresses we are able to ship your order to in the checkout, we reserve the right to make edits to this at any time and can also not be certain that it is 100% up to date considering changing legal frameworks and other conditions outside of our control.
Every order is packed into one and you will receive it as one package. An exception can be if you pre-order a select product alongside products that are in stock, you might receive two different shipments.
Returns and Exchanges
If you received something else that you did not order please reach out to us and we will correct the mistake. Bear in mind that we sometimes ship samples and gifts, so it could just be that you’ve received extras.
Reach out to our customer support by email or live chat and we will assist you further.
Our live chat is open every day from 10.00 to 21.00 CET with the exception of major holidays. We try to answer customer inquiries as quickly as possible, you can leave your email address and we will get back to you in case you are not able to wait for us to respond.
By live chat or email is the most convenient way for you to get prompt support and help with all your inquiries.
Please contact us immediately so that we can adjust the shipping address for you. In the case that the order has already been shipped, you may have to wait for it to return to us before we can ship again.
Typically you cannot as we prepare and ship our orders quite immediately upon receiving them, if you contact us quickly enough we may be able to make changes but typically you would have to wait for the package to arrive and then make a return in accordance with our returns policy.
We offer pre-ordering for select products that we have coming up or coming back into our shelves. In the event that you are looking to buy a product that is out of stock and not available for pre-order, please do reach out to us and we will see if we can arrange something.
You can view our refunds and return policy information via this link.