FAQs

About EarthHero

What is EarthHero?

EarthHero is an online marketplace that makes sustainable shopping easy! Each product on our site must meet our high sustainability standards, and we ship all of our orders plastic-free and carbon-neutral. Simply put, we’re a bunch of earth-loving folks who are focused on making sustainability simple and accessible. Welcome!

How do you decide what products are sold on EarthHero?

Our amazing product team works to bring our community of EarthHeroes the most sustainable products available. If it’s on EarthHero, you know it’s truly a sustainable! Sustainability means different things to different people, and we admire eco-warriors of all backgrounds, beliefs, and practices. You can learn more about how we source products here!

Is there a brand you’re stoked on that we should know about? Let us know!

Sustainability

How does EarthHero support and work towards racial justice, alongside climate justice?

Our mission at EarthHero is to make sustainable shopping so easy, everyone does it. And yet, not everyone has the same experience with sustainability.

Climate change, pollution, & toxic waste disproportionately affect minorities and people of color, yet those groups are more likely to be excluded from the green movement. Numerous distresses of institutional racism are interwoven with environmental degradation, and it is up to those who have privilege to stand up to this injustice.

We cannot and will not see true environmental progress until we first address racial inequality. As we grow EarthHero, we will be intentional about change and not just well-intentioned. We’ve taken a look at our brands, charity partners, & our overall product assortment. We pledge to bring on more brands from black and minority owned businesses, and to ensure that our non-profit partnerships include organizations focused on environmental and social justice.

We’re aware that it’s on us, as individuals and as a company to ensure that all employees are encouraged to deepen their knowledge on these important topics. We pledge to conduct immersive diversity and anti-racism trainings, and to focus on building a more diversified workforce in order to bring different perspectives to this movement.

Climate justice and racial justice are complicated, but connected, issues. We stand in solidarity with the black community and allies in the fight against institutional racism and oppression. We stand with those fighting for answers, and advocating for change. Our mission is to unite people and planet, and to do so, we must first confront issues of racism and inequality.

If you have feedback, questions, or ways we can further get involved, please don’t hesitate to reach out to us at support@earthhero.com. We value deeply what our passionate and engaged community has to say about social justice issues, and would love to hear from you.

Is Route Necessary?

If you have experienced stolen or missing packages in the past, live in a large city, or simply want extra peace of mind while shopping online, we recommend Route Shipping Protection for all packages as a safeguard. For a small fee, Route can is available at Step 4 in the checkout process, and will enable us to easily resend or refund a package if it is stolen, lost, or damaged during transit. You can find the details of the policy here. By opting out of Route, you are opting out of these services and coverage against such issues.

What is your stance on wool products?

You’ll only find wool sourced from New Zealand and companies who use guaranteed non-mulesing practices, meaning that the sheep are unharmed before, during, and after the extraction of the wool. We would never offer wool products that contribute to mulesing practices. While some textiles are made from the extraction of virgin natural resources (think polyester and spandex), wool and other animal fibers are not. We are all about that renewable lifestyle and animal fibers grow back pretty darn fast!

 

What is your stance on vegan products?

You’ll only find wool sourced from New Zealand and companies who use guaranteed non-mulesing practices, meaning that the sheep are unharmed before, during, and after the extraction of the wool. We would never offer wool products that contribute to mulesing practices. While some textiles are made from the extraction of virgin natural resources (think polyester and spandex), wool and other animal fibers are not. We are all about that renewable lifestyle and animal fibers grow back pretty darn fast!

 

What are EarthHero Sustainability Logos?

We created EarthHero Sustainability Logos to make it quick and easy indicators for the sustainable practices we love about our products. You can find an index of all logos and their meanings here! When you’re browsing a product page, you can find the logos right under the product’s description.

What payment methods do you accept?

EarthHero accepts all major credit cards, PayPal, and Afterpay. Afterpay is a way to split your purchase into four even, interest-free payments that you pay over six weeks. Learn more or sign up here!

Something arrived damaged/defective. What do I do?

If your items arrive damaged or defective, please email us at support@earthhero.com with a photo of the issue, a photo of your packing slip, and your order number. Our small team will make it right!

How does EarthHero make shopping online sustainable?

By offering 250+ mindful brands in one easy online store, we’re able to reach those who might not have access to sustainable goods. We pack and ship to you plastic-free and carbon offset all of our shipping emissions! Our goal is to make shopping sustainably so easy that everyone can do it–and we truly mean everyone.

Why do you list “End of Life” for certain products?

What happens to a product after it can no longer be used is just as important as what it is made from! “End of Life” refers to the proper disposal of an item once it can no longer be used. Don’t see any info listed? Feel free to reach out to us via email or live chat, we’re here to help you get all the details you need on each of our products.

Account

What are EarthHero Rewards?

EarthHero Rewards is our version of a loyalty program – earn EarthHero store credit when you shop sustainably with us! You can learn more about our EarthHero Rewards program here.

What if I forgot my password?

Simply reset it here!

Orders

When can I use coupons?

Coupons are valid on most non-sale items. Simply enter the coupon code during checkout in the space titled “Coupon Code or Gift Card Code”! Please note, our sales and coupons are not valid on a few select brands: Naturepedic, Zeal, TerraCycle, Gift Cards, and items already on sale.

What does “Best Price Guarantee” mean?

If you find a lower price for a product up to 7 days after your purchase, contact us through our Live Chat or email us at support@earthhero.com so we can help you out! Please note:

  • The Best Price Guarantee only applies to the product price before tax + shipping.
  • Send us a link to where you found the product with the cheaper price.
  • To price match, the product needs to be the same item, color, size, etc.
  • The item must be in stock and available from the other retailer.
  • Site-wide discounts and personal discounts from other sites cannot be honored with the Best Price Guarantee. It must be a strikethrough discount. – Lodge products cannot be price matched.

How can I share product feedback?

We love to hear feedback from our community! Scroll down to the bottom of a product’s page to leave your feedback, or email us directly at hello@earthhero.com. If you have an issue with your product, please reach out to our Community Experience team at support@earthhero.com so that we can remedy any issue you may be experiencing. If you are logged into your EarthHero account while leaving a review, you’ll also earn 5 EarthHero points per review!

Do you charge sales tax?

EarthHero currently charges sales tax in the following states: Colorado, Massachusetts, Washington State, Illinois, Pennsylvania, Ohio, North Carolina, Virginia, Kansas, Michigan, New Jersey, Minnesota, Georgia, Wisconsin, Maryland, and California. If you are a tax-exempt business, please reach out to us at support@earthhero.com for order assistance.

Can I change my order after placing it?

Our small but mighty team works quickly to fulfill your orders as soon as they have been placed. Because of this, we cannot always adjust an order once it has been submitted. If you ever need to make adjustments to your order, email us at support@earthhero.com with the heading “Order Update” or call us at 888-852-8935 as quickly as possible with your order number and the changes you hope to make. We’ll try our best to make it right for you!

Shipping

What is Route Package Protection?

Route is a package insurance program that we are very pleased to offer to EarthHero shoppers! In the event of missing, stolen, or lost packages from our shipping carriers, Route provides protection for as little as $0.98. If you have additional questions, we are always happy to answer via Live Chat or email us at support@earthhero.com.

My tracking # says my package was delivered, but it never arrived on my doorstep. What can I do?

We are sorry you do not have your eco-goods yet! To begin, please referece your tracking number to see where the carrier delivered the items and check with any neighbors for other places that packagaes could be delivered. Due to high volume, occasionally a package can be marked as ‘delivered’ but actually show up a few days later. If the package is still nowhere to be found after these steps, your package may be stolen. This is a rare situation that is out of the control of the EarthHero team. If you purchased Route at the time of your order, you may file a claim through our Community Experience team to file it on your behalf by emailing us at support@earthhero.com.

 

Why did my order arrive in a few different boxes?

The majority of EarthHero’s products ship directly from our warehouse in Louisville, CO. However, some of our products ship directly from the manufacturer. Because of this, depending on the items you have ordered, there is a chance your order may arrive in two or more boxes, and on separate dates. But no matter who sends it, it will always be delivered with carbon-neutral shipping! If your items ship from different locations, you will be sent a tracking number for each separate shipment. If you’d like to know more about how or when your specific order will ship, please reach out to us via Live Chat available 8 am-5 pm MST Monday-Friday or contact support@earthhero.com.

How do I earn Free Shipping?

All US orders which total $60 or more after any coupons or sales are applied are eligible for free shipping. Tax is not included in the order total.

Where does free shipping over $60 apply?

Free shipping on orders over $60 applies to the United States (including you, Hawaii, and Alaska!) and Puerto Rico!

Where does EarthHero ship?

EarthHero is based in Louisville, CO and currently ships to all 50 states, Puerto Rico, and APO/FPO bases. We look forward to offering international shipping in the future!

If you are interested in Canadian shipping, please contact us at support@earthhero.com with a list of the items you are interested in. The list of products that are eligible for Canadian shipping can be found here. Please note – free shipping does not apply to Canadian or International orders, and any taxes or import fees associated with these upon delivery must be paid by the recipient.

Returns

Request a Return

To request a return, fill out the form below! All items must be unused, undamaged, and in their original packaging in order to be accepted.

  • This field is required. Please enter the first and last name.
  • Please enter a valid email address.
  • 3 or more characters are required.
  • 2 or more characters are required.
  • 2 or more characters are required.
  • You must confirm the item is new, unused, and in the original packaging.

What is your return policy?

EarthHero offers free returns for most items that are unused, undamaged, and in original product packaging within 30 days of purchase. Some items, like skincare products, PPE (face coverings), or underwear are only available for final sale and are not accepted for return due to sanitary reasons. Please check the return policy for the product you are hoping to return before filling out this form by visiting the product’s page. *Holy Lamb Organics returns must be delivered at our warehouse within 30 days of delivery.

Refunds: Items will be refunded to the original form of payment and may take 3-5 business days, depending on the institution, to appear on your statement. Please note, original shipping costs and Route charges, if applicable, will not be refunded.

Return Labels: A pre-paid return shipping label will be provided at no extra cost. Labels will expire in 20 days, so please drop off your package before then or let our team know if you need a new label. Package your return safely so that it can arrive back at our warehouse undamaged!

If any items arrive damaged in your original order, please reach out to us at support@earthhero.com so that we may get your items to you safe and sound!