Refund policy

General Policy

Due to the nature of our products, all sales are considered final upon completing your purchase — whether placed online, by phone, or by signing a sales order, invoice, or credit card authorization form — unless a return is approved in writing by the HeroKiddo Customer Service Department or the item has a verified manufacturer defect.

30-Day Return Window

If you need to return an order, the following conditions apply:

All returns must be pre-approved with a Return Merchandise Authorization number (RMA#) obtained from HeroKiddo Customer Service. Items must be received at our facility within 30 days of the original delivery date. Items must be in new, unused condition in their original packaging. Products that have been opened, inflated, or used in any way are not eligible for return.

Return Options (Buyer's Remorse / No Longer Needed)

For items shipped via small parcel (FedEx/UPS, 150 lbs. or below):

Option 1 — Customer-Arranged Return (Recommended): You may return the item through any FedEx or UPS location. This option carries a reduced 10% restocking fee, gives you full visibility into shipping costs, and helps avoid unexpected carrier surcharges.

Option 2 — Prepaid Return Label: We can provide a prepaid return label with a 20% restocking fee. To proceed, you must submit photos of the item in its original packaging and condition within 48 hours so our team can complete a safety review.

Important: Carrier Surcharge Disclaimer

Due to updated FedEx and UPS safety regulations for "Big and Bulky" items (designed to prevent delivery-related injuries), carriers may apply a surcharge of up to $1,875 for packages that do not meet their safety requirements. If these guidelines are not followed and a surcharge is incurred, the restocking fee may be increased up to the full value of the item.

Restocking Fee Schedule

• Up to 10% — Items returned within 30 days, in new condition, original packaging, via customer-arranged shipping
• Up to 20% — Items returned within 30 days, in new condition, original packaging, via prepaid label
• Up to 20% — Items returned outside the 30-day window (in new condition)
• Up to 50% — Items returned incomplete (multiple parts or boxes missing) or used
• Up to 70% — Items returned in unusable condition (damaged, missing pieces, not in original packaging, etc.)

Hygiene Policy

Items returned with signs of water damage, dust accumulation, or mold are not eligible for a refund.

Partial Refund Alternative

If you prefer to keep the item rather than return it, our team may be able to offer a partial refund as a courtesy. Contact Customer Service to discuss this option.

Refund Processing

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since approval, please contact us at support@herokiddo.com.

Refunds on Discounted Orders

If your order was placed using a discount code or promotional coupon, the discount value is applied proportionally across all items in your order. Single-item orders will be refunded the amount actually paid after the discount. Multi-item orders will have the discount divided evenly among all items — any returned item's refund will reflect its price minus its share of the discount.

Credit Card Authorization Policy

By completing your purchase and agreeing to our terms and conditions, you acknowledge the following:

All authorized charges are non-refundable except as outlined in this policy. Any order cancelled prior to dispatch is subject to a 7% credit card processing fee. By placing your order, you confirm that you have reviewed all product details and agree to purchase the item(s) under these terms. You, as the buyer, are responsible for any costs incurred due to rejected deliveries, refused shipments, failure to accept delivery within 48 hours of carrier availability, or returns made without an authorized RMA#. Clearance items are sold as-is with no refund, exchange, or warranty coverage. The limited manufacturer warranty applies only to regular-priced products. For international orders, the customer is responsible for all customs duties, taxes, and brokerage fees upon import. All sales and deposits — including backorders — are final upon completing the checkout process.

Contact Us

For return requests or questions, reach our Customer Service team at support@herokiddo.com.