Shipping policy

Event-Driven Production
Hero Displays is driven by your event deadlines. We implement strict quality and production controls to ensure orders are produced and shipped on time. However, once an order leaves our production facilities, we cannot control the delivery timeline. At that point, responsibility for on-time delivery lies with the carrier.

Preferred Carriers
We use FedEx and UPS for all non-palletized shipments. A valid street address is required; we cannot deliver to P.O. Boxes.

International Shipping
We ship to the United States and Puerto Rico. We do not ship to APO, FPO, or DPO addresses.

Shipping Damage Policy
Shipping damage is not covered under product warranty and must be reported within 10 days of delivery.

• Delayed reporting forfeits the right to file a claim.
• Claims must include digital photos of both the damaged product and packaging.
• Packages should be signed as “damaged” upon delivery.
• Carriers may require inspection before resolving a claim.

All returns must have an RMA number and be delivered within 14 days of return authorization.

Carrier Errors
If your order ships under Hero Displays prepaid freight and is lost, damaged, or delayed beyond guaranteed delivery times, we’ll process the claim and replace the product.

If you used your own shipper number or a third-party account, you are responsible for filing claims and replacing any lost or damaged items.

Claim Process
Hero Displays may request documentation (photos, packing slips, etc.) to resolve claims.

• Standard questions may be asked to assist with customer service.
• Failure to provide requested information may delay resolution.
• A case or RMA number may be issued and must be included in all related correspondence and packaging.
• Missing RMA/case info on returned packages will delay claim processing.