Customer Support & FAQ
All About Your Purchase
For frequently asked questions about products, returns, and orders, please click here.
If you’d like to contact us directly, use our live chat or reach out via our contact details.
At HERO, you can feel confident about your purchase and trust us as your supplier. We are grateful that you have chosen or are considering choosing us. Our high standards for products and services are always focused on delivering the best experience for you. If something does not go as planned, we offer guarantees to ensure your satisfaction.
Here, you will find all the information you need before, during, and after a purchase. If you still have questions, you’re always welcome to contact us – we’re happy to help!
Shipping and Payment
Delivery:
All in-stock items are usually shipped the same day or no later than the next business day. At checkout, you can choose from several shipping options for pick-up delivery or home delivery. Please note that available options may vary depending on your location.
If necessary, we may ship your order using an alternative shipping method than the one you selected, for example, in the case of stock issues or logistical requirements.
Normal delivery time is 1–4 business days, but during holidays, weekends, or unforeseen events, delivery times may vary.
Payment Options:
We offer several convenient payment methods, including:
– Credit/Debit Card Payments
– Invoice Payments
Opening Hours and Support
Availability:
Our online store is open 24/7, year-round. Support is available via email, chat, and phone every day of the week, except certain holidays and major events.
Support Times:
For the quickest assistance, we recommend using our live chat directly on the website. Email inquiries are typically answered within 24–48 hours.
Guaranteed Delivery and Customer Assurance
At HERO, we want you to feel confident in your purchase. That’s why we offer favorable conditions:
- Delivery Guarantee: We guarantee delivery of your products as long as they are permitted by law in your area.
- Problem Handling: For lost packages or damaged products, we offer replacements or compensation depending on the situation.
We comply with all applicable laws and regulations, including the European Consumer Rights Directive and other local and regional policies.
Discreet Shipping
With discreet shipping, we ensure that the packaging and handling of your order are as inconspicuous as possible. For your convenience and privacy, your items are shipped in neutral and unmarked packaging with no visible indication of the contents.
You will still receive email updates and, in some cases, SMS notifications about your shipment, but the delivery itself is designed with your best interests in mind.
Responsibility
We work year-round to deliver your goods quickly and securely. However, some factors are beyond our control, such as:
- Delays or losses caused by postal services or logistics systems
- Legal or regulatory restrictions
If you provide incorrect details during checkout, additional fees may apply if corrections are required by the postal service or other providers.
To ensure safe transactions, we use internal systems to verify customers’ ages at checkout and/or during pick-up. If an order cannot be shipped for legal or practical reasons, we reserve the right to cancel it without further explanation.
Responsible Use and Support
At HERO, we promote the responsible use of our products and support our customers. If you or someone you know needs help with quitting, addressing misuse, or simply learning more about the topic, we recommend the following resources:
- Drug Science UK – A trusted source for drug education and harm reduction strategies.
- Narcotics Anonymous Europe – Support groups and resources for individuals dealing with substance misuse.
- European Monitoring Centre for Drugs and Drug Addiction – Comprehensive information on substance use across Europe.
- World Health Organization (WHO) – Health and dependency-related facts and advice.
If you have any questions or concerns, don’t hesitate to contact us. We care about your health and well-being.
HERO vape cartridges work with any standard 510-threaded battery, the most commonly used battery for vape devices. Please note that batteries are not included with our cartridges and need to be purchased separately.
Vape carts can sometimes clog when oil builds up inside the cartridge or when the temperature is too low. To avoid this, try taking shorter, lighter pulls and allow the coil to cool down between hits. This helps keep airflow clear.
If your cart does clog, here’s how to fix it:
1 Blow into the air intake (at the bottom of the vape) for a couple of seconds.
2 Inhale lightly through the mouthpiece for 2-3 seconds.
3 Repeat this process 3-5 times or until the clog clears.
1 Unbox the vape.
2 Inhale to activate the device—no buttons needed.
3 Charging: To charge, plug a micro-USB cable into the charging port at the bottom (charger not included).
Please note that HERO disposable vapes are not refillable, but they can be recharged. We recommend charging before use for the best vapor experience.
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
If the device does not charge, check the USB port for debris and ensure that the charger and power source are working. If charging problems persist, try a different charger or USB cable.
CCELL devices can be taken on flights, but always put them in your hand luggage. Check the airline’s policy on electronic devices and lithium batteries before you travel.
Most CCELL units have an indicator light that turns off or changes color when charging is complete. Check your device manual for specific charging indicators.
The device has a small LED light on one side that lights up when you vape and blinks when the battery is low. The Listo device that comes with our 1ml has a removable rubber stopper that hides and protects its micro USB port. Allow the device to charge for approximately 1-2 hours until the LED indicator turns off. When fully charged, disconnect the cable from the CCELL unit and the power source. It is important to avoid overcharging, using damaged cables and charging in hot or humid environments. Following these guidelines will ensure a safe and efficient charging experience for your CCELL device.
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 discreet shipping materials, not hinting about what its contents are.
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.
Yes, HERO products are made from hemp-derived cannabinoids, which are legal under the 2018 Farm Bill. This includes hemp-derived CBD and THC products. However, local laws can vary, so make sure to check regulations specific to your area before purchasing or using our products.
Both hemp and marijuana come from the cannabis plant, but they have different levels of cannabinoids like THC and CBD. Hemp has naturally lower THC levels, making it federally legal, while marijuana typically contains higher THC concentrations and is subject to different legal regulations.
Ssome of them can, yes. Keep in mind that everyone’s tolerance to cannabinoids can vary, so we recommend starting with a small dose to gauge your reaction. Remember that all of our products are not intended for consumption.
As a general rule of thumb for all our products, start low and try your way if you’re inexperienced. For vaping, we generally recommend 2-4 puffs and waiting about 15-45 minutes to see the effects, before inhaling any further. The effects can last anywhere from a couple of hours to several hours depending on your tolerance and intake.
There are several ways to dispose of vape products and HERO products in general in a responsible manner. You can leave them at a waste disposal facility, send them to a recycling center, or contact us to see if your particular product has a recycling program.
Don’t worry—if your order doesn’t arrive, we will replace it free of charge. We offer one replacement per order if lost during transit. All HERO orders are tracked.
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.
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.