HeroMart Shipping Information

How long it takes for your HeroMart order to reach you depends entirely on where you live. As soon as we receive your order, it takes 2-4 business days to process and then your order is handed over to the shipping company and is on its way to you!

Please note - sometimes processing may take longer, due to increased volume, holidays, etc. If you have any questions about your order, please contact Artix Support.

A tracking number will not update (and may say 'NOT FOUND' or that 'Your Shipping Information has been sent to USPS/UPS Innovations) until the shipping company picks up your order and scans the package into their system. This can sometimes take several days or even weeks. Please note, HeroMart has no control over how long the shipping companies take to ship and deliver packages. This includes if you place your order during a holiday or holiday season or there is inclement weather. Sometimes packages can take longer than the designed time frame to ship and be delivered due to shipping delays, holidays, inclement weather and being held in customs if you are outside of the United States.

If you never received your order, please visit our Help Page for more information. 

If you pre-ordered a special item, such as a calendar, your entire order will not be shipped until HeroMart received the item in stock and then processes the order. Please visit the Pre-Order Information section for more information.

Here is more information about the shipping methods that HeroMart offers:

Orders within the U.S. (Domestic)

Standard Shipping

Orders outside the U.S. (International)

• Standard International (1-3 business weeks after processing) - price based on location/country
• Expedited International (6-10 business days after processing) - price based on location/country (currently unavailable due to the COVID-19 pandemic)

Please note, that UPS Innovations picks up packages from us in batches on a weekly basis. If you check your tracking and there is no movement yet, most likely your package is awaiting pickup or is in transit to the next transfer facility. We use UPS Innovations for international orders if Standard shipping is chosen. UPS Innovations is not UPS or UPS ground, it is a separate service. 

Delivery may take longer if your package is held by your local customs office or the shipping company has some sort of delay. If duties or taxes are assessed regarding your package, most countries will collect a customs clearance and delivery fee from the recipient, in addition to the duties and taxes. This fee is authorized by international postal agreements to reimburse the delivery service for the costs it incurs in clearing the items through customs and collecting duties at the time of delivery. The duties, taxes, and fee, if applicable, are NOT included in the postage paid by the mailer.

Once your package has cleared customs, it is handed over to your local post office to deliver. Then it is up to your local post office to provide any other tracking numbers/codes and tracking updates, if available. HeroMart only receives one tracking number from UPS Innovations. Sometimes this shipping company may issue a second tracking number at their discretion, which would be located at the bottom right of their website under 'Shipping Details' once you look up your original tracking number. Then you can provide this second tracking number to your local post office so they can provide more information about your package. HeroMart has no control over if a second tracking number is issued or how your package is tracked through your local post office.

If your tracking number could not be located, this is usually because the package was delivered already or it has been more than 120 days since it was issued, so it has expired. This does not mean your package is lost and may still be in route or is being held by customs or your local post office.

Please contact your country's customs or local post office if you have not received your package by the normal shipping time. You can also contact UPS Innovations directly at 1-800-500-2224 as they may be able to tell you when they handed over your package to your local post office. This is stated via UPS Innovations' website:

"Your shipment is a Mail Innovations shipment. UPS Mail Innovations works with the U.S. Postal Service, with final delivery being made by domestic and international postal services. The postal service is in charge of posting information when it becomes available and a guaranteed delivery date is not available for these type of packages."

The customer is responsible for any additional shipping charges that may be necessary. If a customer gives us the wrong shipping address, and the item(s) are shipped, the customer is responsible for paying the new shipping amount once we receive the item(s) back to the underground lab (Artix Entertainment's headquarters.)

PLEASE NOTE - if you chose your order to be shipped to a 3rd party shipping company (such as Aramex) who then ships your package the rest of the way to your own shipping address, HeroMart has no control over what happens after your order is delivered to the 3rd party shipping company. This includes if the package is opened and any items or codes are missing. This also includes if you choose to ship your package to someone else who then ships it to you, as there is no way for us to be able to route a package once it is delivered to the shipping address indicated in your order.