Shipping and returns

Shipping schedule
All products are shipped Monday through Friday (excluding holidays). Any orders received after 3pm ET will not be processed until the next business day. Please also allow 2-3 business days for your order to be processed. Please note: During peak periods, orders may take longer to be processed and shipped from our warehouse. We make every effort to ensure timely delivery of your goods.

Once the shipping label is created, we will email the tracking number to the email address you provided during checkout. For ground delivery, you will be given an approximate shipping time at checkout. If you want a more specific shipping time estimate? Click here to view estimated shipping times to your location.

Track your package
Once your order ships, you will receive a tracking number via email if you have provided the correct email address. If you do not receive a tracking number, please log into your account and check that your email address is not correct. You can also view your tracking information online in your account.

Invalid tracking number
This usually occurs during the time the warehouse sends confirmation to the warehouse that the order has been shipped. Once a tracking number is established with UPS or FedEx, they actually need to scan the label to get the tracking number to get started. If you receive this message when trying to track a package, please try again the next day and it should work fine.

Return package to sender
If your package does not successfully arrive and is returned to heroscomputers.com by the carrier, we will contact you to offer the option of reshipping or refunding, excluding any shipping costs.

Refusal to ship
If you refuse a shipment from heroscomputers.com, you are responsible for the original shipping fee and any duties, taxes and/or customs fees on the package (original shipment and return shipment), as well as the cost of returning the package to heroscomputers.com.

Order changes
You have 2 hours to change or cancel your order. If you cancel your order, you will receive an email confirming the cancellation status after receiving your order refund email. If changes are made to an order, we will cancel the original order, refund the order, and create a new order based on the changes. Please note that we cannot change or cancel your order until your request is responded to before your order is processed. Simply log in to your account or access your order confirmation email to view your order and select “Cancel” or “Edit” within 2 hours to update your order.

return the goods
All eligible returns must be authorized in advance by DVS Shoes Customer Service. Additionally, DVS Shoes is unable to return items purchased at other locations or websites and will require proof of purchase.

Returns are accepted on all eligible merchandise that is unused, in original packaging and resalable and purchased within the past 30 days. Please note that items included in the “SUPRISE” program are not eligible for returns or exchanges. All points will be issued after product is received and inspected at the warehouse. Refunds will only be made to the payment method used for the original transaction. reserves the right to deny return requests and refuse to issue credit to the purchaser if a product is deemed used or unsaleable. Items listed as “Final Sale” are non-returnable.

Return process
To begin the return process for eligible items, please see the steps below.

Products listed as “Final Sale” are non-returnable:

Click this Returns link and you will be prompted to provide your order number and the email address you used to place your order. Your order number can be found on the order confirmation email or on the packing slip that came with your original shipment. It is a five-digit number starting with D (for example: D12345-18). You will be prompted to select the products in your order that you want to return and the reason for the return.
A return authorization email with a return shipping label will be sent to the original email address.
Once you receive the return authorization email, please package the product in the original shoe box for return. Print the return authorization email and include it with the returned package.
Secure the box properly.
Use a marker to cross out any previous shipping labels and attach the UPS return label sent in the email to the shipping box, preferably covering the original shipping label. Please note that you must use the UPS label provided by and must do so within thirty (30) days. If you do not use the tag within this time, please contact heroscomputers.com customer service for further assistance.
Take your package to any authorized UPS shipping location. If you need help finding one near you, use this link: UPS Locations
Please allow up to 7 business days from the date your package is delivered to the carrier to see the points posted to your account. This may take more time depending on the bank or credit card used.

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