Shipping policy

 

At Hygiene Hero, we work hard to process and ship orders as quickly as possible. Please review the following Shipping Policy before placing your order. 

Order Processing 

Most orders are processed and shipped within three (3) business days or less, and many orders are fulfilled within one to two business days. 

However, due to rapidly growing demand, seasonal fluctuations, promotions, inventory availability, and other operational factors, we cannot guarantee any specific fulfillment timeframe. 

If your order has not yet been fulfilled, you may request cancellation by contacting our Customer Care Team. Once an order has been fulfilled, packed, or shipped, cancellation may no longer be possible. 

Shipping Methods 

For U.S. orders, we offer several shipping options at checkout, including: 

  • Ground (estimated 5-7 business days) 

  • Priority Mail (estimated 1-3 days depending on destination) 

  • Express (Overnight) 

 

Available shipping options and applicable shipping fees are displayed during checkout before payment so customers may select the shipping method that best meets their needs. 

Delivery Estimates 

Delivery times shown on our website, at checkout, or by shipping carriers are estimates only and are not guaranteed. 

Most carriers generally do not guarantee delivery dates or transit times. 

Hygiene Hero is not responsible for delays caused by: 

  • Postal or courier service disruptions 

  • Weather conditions 

  • Customs processing 

  • Carrier operational issues 

  • High-volume shipping periods 

  • Natural disasters 

  • Labor disputes 

  • Other circumstances beyond our control 

No refunds will be issued solely due to carrier delays. 

Address Accuracy 

Customers are solely responsible for providing a complete and accurate shipping address at checkout. 

Please carefully review your shipping information before submitting your order. 

If an incorrect, incomplete, or undeliverable address is provided and the order has already been shipped, Hygiene Hero is not responsible for: 

  • Lost packages 

  • Misdelivered packages 

  • Additional shipping charges 

  • Return-to-sender fees 

  • Reshipment costs 

Any reshipping fees resulting from an incorrect or incomplete address provided by the customer shall be the responsibility of the customer. 

Order Changes and Cancellation Requests 

If you need to make changes to a recent order, please email our Customer Support Team immediately using one of the exact subject lines below. 

Using these subject lines helps us identify and prioritize urgent requests more efficiently. 

WRONG ADDRESS 

Use this subject line if you need to update the shipping address for a recently placed order. 

Please note that we cannot guarantee address changes once an order enters the fulfillment process. 

Hygiene Hero will not be responsible for lost goods, carrier fees, or reshipping charges resulting from incorrect or incomplete shipping information provided by the customer. 

CANCEL 

Use this subject line if you would like to cancel an order. 

Please note that cancellation requests are not guaranteed. 

We currently fulfill most orders within three (3) business days and, in some cases, on the same business day they are placed. However, this is not guaranteed. You will receive a shipping notification email with a tracking number once your order has been shipped.  

If your order has already been fulfilled, packed, or shipped when we receive your cancellation request, we will be unable to cancel the order. 

UPGRADE SHIPPING METHOD 

Use this subject line if you would like to upgrade your shipping method after placing your order. 

If your order has not yet been fulfilled, we may be able to upgrade your shipping service upon payment of any additional shipping charges. 

Upgrades cannot be guaranteed once fulfillment has begun. 

Information Required for Change Requests 

To help us locate your order quickly, please include: 

  • Your order number; or 

  • The email address used when placing the order 

If your order was placed through Facebook or Instagram, please note that the email address associated with your social media account is typically the email address attached to your order. 

Providing this information will help us process your request as quickly as possible. 

Limitations on Order Changes 

We process thousands of orders each day through our fulfillment facilities. 

Once shipping labels have been created and an order has been packed, we are generally unable to accommodate requests for: 

  • Address changes 

  • Shipping method changes 

  • Order modifications 

  • Cancellations 

At that stage, locating and retrieving individual packages from thousands of prepared shipments may not be operationally feasible. 

While we will always make reasonable efforts to assist customers, we cannot guarantee that change requests can be accommodated after fulfillment has begun. 

Lost, Stolen, or Delivered Packages 

Once a package has been transferred to the shipping carrier, responsibility for delivery rests with the carrier. 

Customers are encouraged to monitor tracking information and contact the carrier directly regarding delivery issues. 

Lost Packages

Orders that remain in transit for twenty (20) days or more may be considered lost in transit. Upon customer's notification, Hygiene Hero will assist in filing an insurance claim. Any replacement shipment is subject to completion of the carrier's claims process and receipt of a signed affidavit confirming non-delivery.

Stolen Packages 

If tracking information indicates that a package has been delivered, Hygiene Hero is not responsible for theft, loss, or misplacement occurring after delivery.  However, we can facilitate filing a loss claim with the carrier or the insurance company.  Once the claim is filed and approved, we will be happy to reship the product right away. 

Contact Us 

For shipping-related inquiries, please contact: 

Hygiene Hero Customer Care 

Email: cs@hygiene-hero.com 

Please include your order number whenever possible to help us assist you more efficiently. 

International Shipping

The recipient is considered the importer and may be subject to import taxes, duties and fees enforced by the destination country. We are unable to control or predict these charges. Customs policies vary widely from country to country; you should contact your local customs office for more information. When shipping overseas, customs clearance procedures can delay packages for an extended period of time. If you refuse your package upon arrival, we will refund your order once it is returned back to us, less the original shipping cost and any costs incurred by Hygiene Hero for return shipping & fees.

P.O. Box Address NOT accepted

International carriers do not deliver orders to P.O. Boxes 

Where is my package? It was marked delivered but I didn't receive it.

Sometimes carriers' tracking information can be incorrect and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but here are some tips to try in the meantime:

  • First check to see if the carrier left a notice of attempted delivery. Sometimes carriers are unable to deliver a package if you aren’t home. They will typically make 3 delivery attempts before returning to sender.
  • Look around to see if it was left nearby.  This happens more often than you'd imagine. 
  • See if another member of the household accepted the delivery. This happens even more often!
  • If it still has not arrived, please contact your local carrier for updates.

For Incorrect/Undeliverable Addresses

Hygiene Hero is not responsible for missed deliveries or undeliverable addresses.
Customers are also responsible for orders if shipping addresses are entered incorrectly. Please email us immediately if you enter any information incorrectly, and we will do our best to update your order if your order has not been shipped yet.

Lost Packages
Orders that remain in transit for forty (40) days or more may be considered lost in transit. Upon notification, Hygiene Hero will assist in filing an insurance claim. Any replacement shipment is subject to completion of the carrier's claims process and receipt of a signed affidavit confirming non-delivery.