Shipping & Returns

Shipping

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 reference 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. 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.

 

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.

*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.

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!