We understand that sometimes orders can be lost and we apologize. We do not have any control over the shipping companies, how long an order takes to arrive, or if it is lost in the mail.
However, we are always willing to work with our customers to come up with a resolution if you have a lost package. If your order was shipped and the allotted shipping time for your location has passed, including any custom hold times if you are outside the U.S., we may be able to work out a solution with you which may include reshipping the order.
If we did ship you your order and your address is incorrect, the package was unclaimed, the package was attempted to be delivered and was not accepted or the packaged was returned to us for any other reason, we will be happy to reship your order after shipping is paid again. We did ship your order in good faith that you provided the correct address and would receive and accept the package. Please read our Refund and Return Policy for more information.
If you check your tracking information and your order was sent to the correct address and was delivered, please check with any family members, household members or neighbors to see if they have your package.
If you have not received your order and the allotted shipping time has passed, please contact Artix Support so we can investigate what happened to your order and further assist you.
Please note - HeroMart does not have a way to follow up with every single order once an order is shipped. It is the customer's responsibility to contact Artix Support if there is an issue. If a customer waits too long to contact us, then Artix Support may not be able to assist with issuing a refund (if the order is too old) or if the product is no longer in stock.
If you have not received your order and the allotted shipping time has passed, please contact Artix Support as soon as possible so we can investigate what happened to your order and further assist you.
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.