What is Route Package Protection?
Route is a package insurance program that we are very pleased to now offer our customers – We’ve seen an uptick in missing, stolen, and lost packages over the past few months and wanted to make sure our fellow Earth Heroes were covered in the event of such issues! For as low as .98 cents per order, Route provides protection for lost, missing, and damaged products. EarthHero does not make any profit off of this insurance option. If you have additional questions, we are always happy to answer via Live Chat or at email@example.com
Is Route Necessary?
Only you can make that decision for yourself! If you have fallen prey to porch pirates in the past, live in a large city, or simply want extra peace of mind while shopping online, we recommend Route package insurance for all packages as a safeguard. You may opt-out of Route by toggling the blue button to ‘off’ in Step 4 of the checkout process. By selecting Route, a small fee based on your order’s total (typically ~ $0.98) will be added to your order total and will allow for the option to resend or refund a package if it is stolen, lost, or damaged during transit. By opting out of Route, you are opting out of these services and coverage against such issues.
I placed 1 order of a few items on your site, but my items came in more than 1 shipping box, or arrived on separate days. What’s the deal?
Good question! The EarthHero warehouse, located in Boulder, CO, contains a good portion of our products – so we’re able to group orders with multiple items into one box and reduce both shipping emissions and packaging materials. However, some of our products ship directly from the manufacturer as it is more sustainable for them to send your package directly to you, instead of first to the EarthHero warehouse. Because of this, depending on what items you’re getting, 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 immediately for each shipment. If you’d like to know more about how your specific order would ship, and how many boxes it would be in, please reach out to us via Live Chat available 8am-5pm Monday-Friday, or contact firstname.lastname@example.org!
My tracking # says my package was delivered, but it never arrived on my doorstep. What can I do?
‘Porch pirates’: they’re very real, and very annoying! We want to ensure every EarthHero package finds its rightful home… so we’ve partnered with Route to offer you protection against issues like this. Please see our Route FAQ for more info. In the meantime, here are some extra tips to help you avoid having your eco-goods nabbed from your doorstep.
First: if you think your package has been nabbed, start by taking a thorough look in your front yard, backyard, apartment lobby, bushes, neighbors house, etc. Mail carriers are only human, after all, and sometimes packages end up in peculiar spots!
If you’ve looked around and still can’t find your package…don’t worry. We’re here to help as much as we can! If the tracking number for your package confirms it was delivered, but it’s not hiding anywhere on your stoop, reach out to us at email@example.com and our customer care team will do everything we can to help locate your package!
If both our warehouse and the mail carrier confirm that your package did in fact make it to your doorstep, there is a good chance that your package has been stolen (darn you, porch pirates!) This is an extremely 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 them or have our Customer Service team to file it on your behalf.
If you know you’re at risk for porch pirates, we suggest you contact USPS for a post office box for all your mail, or you can reach out to UPS or FedEx and ask them to hold your packages for pick-up at your nearest store location. Additionally, having mail sent to your work or another secure location works, too. (If neither of these options are available to you, installing a home security system like Nest may help keep future deliveries secure).
Where in the world does EarthHero ship?
We’re on a mission to make living a sustainable lifestyle easier for everyone, from America to Zimbabwe! Right now, we currently ship all of our brands and products to all 50 states in the USA (we see you, Hawaii and Alaska!), and can ship select brands and products to Canada. Just reach out to us on chat or email firstname.lastname@example.org! International shipping is a major priority for us, and we’re working to make it available as soon as possible!
Why hasn’t a drone dropped off my package in less than 24 hours?
Well. Because we’re just not there…yet!
Instead, we use carbon-neutral shipping methods that bring you your package the good ole’ fashioned way: via human! Most orders ship the same business day, or very quickly following. And you’ll still get your package on time… just without flying robots being involved.
Why does my box look like… this?
Every day, we get tons of boxes sent to our warehouse from different companies we work with. Instead of tossing those lightly used boxes, we prefer to give them a second life! So, if you get a slightly-used box that says “Thanks for helping us reuse this box!”, don’t panic–just because the box isn’t beautiful doesn’t mean it isn’t full of some seriously cool stuff. Keep the trend going, and choose to reuse or recycle your box afterwards! Don’t worry though: we’d never send a box that’s at the end of its life–your products will reach you safe and sound!
How do I earn Free Shipping?
All US orders which total $50 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 $50 apply?
Free shipping on orders over $50 applies to the United States only (including you, Hawaii and Alaska!)
How can I track my order?
When you buy something from EarthHero, you’ll receive an order confirmation email with tracking information.
Do you ship internationally?
We’re located in Boulder, Colorado, and can ship to all 50 US states! We’re also growing, and can ship many of our products to Canada. Please contact us at email@example.com with a list of items that you’re interested in purchasing, and we will help you place your order. At this time, we do not offer international shipping outside of Canada, but we hope to in the near future!
When will my order ship?
EarthHero works to reduce the distance traveled for each item we sell, so in some cases orders may be shipped straight from the manufacturer to your door. We also pride ourselves on providing a variety of made-to-order and handmade goods. Because of this, shipping times and methods may vary for each product. Shipping time estimates can be found on each product page.
Request a Return
What is your return policy?
EarthHero offers free returns for most items that are unused, undamaged, and in their original packaging within 30 days of purchase. Items will be refunded to the original form of payment, and pre-paid return shipping labels will be provided at no extra cost. Original shipping costs will not be refunded.
Some items, like skincare products, PPE (face coverings), or underwear are only available for final sale and may not be returned due to sanitary reasons. Return information is listed on each product page.
If any items arrive damaged, please reach out to us at firstname.lastname@example.org so that we may get your items to you safe and sound!