FAQ

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!

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 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 about that we should check out? Let us know!

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 [email protected]. We value deeply what our passionate and engaged community has to say about social justice issues, and would love to hear from you.

You’ll only find wool sourced from New Zealand and companies that 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!

We totally support vegan products, and vegan lifestyles, but you’ll find that not all products on EarthHero are vegan. We aim to offer sustainable solutions for all of us eco-warriors, and some of these solutions include using natural ingredients like sustainably sourced beeswax or ethically sourced, non-mulesed wool. That said, we do carry a large range of vegan products that support your lifestyle! Look for the Sustainability Logos on each product page, or simply type “Vegan” in the search bar!

We created EarthHero Sustainability Icons to provide quick and easy indicators for the sustainable practices we love about our products. When you’re browsing a product page, you can find the logos right next to the product’s description.

EarthHero accepts all major credit cards, PayPal, and ShopPay Installments. ShopPay is a way to split your purchase into four even, interest-free payments that you pay over multiple weeks.

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

By offering hundreds of 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.

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.

Love EarthHero and want to share it with someone in your life? We want to thank you both with a special discount! In your account, go to the rewards page. Scroll down to the referral section at the bottom of the page and share EarthHero with a friend, family member, or coworker – you name it! Once they have placed their first order using your special code, your points will be added to your account. Every time you share with someone new, you’ll get more points!

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 by going to the EarthHero Rewards in the footer menu or under Who We Are in our main navigation!

Send us a chat and we'll help you get logged back in, or follow the "Forgot my password" steps at login!

You are able to see your points by logging into your account and going to the "my rewards" section. From there you will see your progress and any rewards you are eligible for.

While logged into your account you will be able to see any discounts available at checkout. Please note: to use your points with ShopPay, visit the Rewards page and scroll down to the “Redeeming Your Points” section to copy and paste your coupon code.

Reward points can not be combined with any other coupon code.

EarthHero points accumulate every time you make a purchase on our site! There are lots of other ways to earn points like leaving a product review, following us on social media, or referring a friend. See all the ways you can accumulate points on our rewards page. Your earned points will expire after 1 year of inactivity. Activity is defined as redeeming your points, making a referral, or earning more points.

Have no fear! Your points will be added to your account when your order ships. Please be aware that some items have longer processing times.

This discount code will be sent to you via email. You should receive it once all parts of your order ship and the points are added to your account. You will need to be subscribed to our marketing emails which can be done at the bottom of our homepage.

Contact our Community Support team; if you opted in for our shipping protection, they can help you out!

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: Bumbleride, Naturepedic, Zeal, TerraCycle, Gift Cards, and items already on sale.

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 [email protected]. If you have an issue with your product, please reach out to our Community Experience team at [email protected] 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 points per review!

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 [email protected] for order assistance.

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 [email protected] with the heading “Order Update” 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!

EarthHero is open Monday - Friday and all packages will ship on business days only! Packages are not gaurenteed to ship out same day. Please check out the product page for specific shipping details. Any order placed after 3pm MST will be processed the next business day.

We are sorry you do not have your order yet! To begin, please reference your tracking number to see where the carrier delivered the items and check with any neighbors for other places that packages 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 [email protected]. Please reach out within 15 days of ordering for our team to file a Route claim. For other delivery issues, please reach out within a month of ordering.

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 [email protected].

If checking out as a guest: All US orders which total $75 or more after any coupons or sales are applied are eligible for free shipping. Tax is not included in the order total.

As an EarthHero Rewards member: Our first tier, Seedling, offers free shipping on orders $75+ and you can become eligible for free shipping on orders $60+ once you've leveled up to our Sapling or Evergreen tier. Learn more on our Rewards page!

Free shipping on orders over $75 applies to the United States (including you, Hawaii, and Alaska!) and Puerto Rico!

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 [email protected] with a list of the items you are interested in. 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.

By taking an eco-conscious approach, we can all play a part in reducing the 4 billion pounds of landfill waste and 15 million metric tons of CO2 emissions generated from products returned each year in just the United States alone. Before placing an order, please take all the time you need to look through product reviews left by customers just like you, review sizing charts, and read product ingredients. If you do have any issues with your order or your product(s) have arrived damaged/defective, please email us at [email protected] and we will address these on a case-by-case basis. Below is some additional information regarding our return policy:

• If you would like to return apparel, the cost for the shipping label will be deducted from your refund amount.
• All products on clearance/sale are not eligible for returns and are considered final sale.
• Some additional 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.
• *Due to the hygienic nature of certain Holy Lamb Organics products and their unique ability to pick up scents, some Holy Lamb Organics products are not eligible for return. This will be listed on the individual product page. If returning an item eligible for return from Holy Lamb Organics, the return must be delivered to the warehouse within 30 days of delivery. A return must be requested within 20 days of delivery. All returns are inspected and at the discretion of Holy Lamb Organics. If your return does not pass inspection, you have 30 days to choose to have the product shipped back to you at your expense.

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. If you have any additional questions or concerns, you can call us at +1 720-213-6404⁩, email us at [email protected], chat with us for assistance, we'd happy to help! Chat service is available from 10 am to 3 pm.

Yes! Reach out to us over chat before you place your order, and we'll help you out.

The following items are final sale at time of purchase. These items cannot be returned due to sanitary or safety reasons.

• Personal care items
• Underwear
• PPE
• Skincare Products