Online Order FAQs

RETURNS/EXCHANGES & REFUNDS

Does the Creature Hero Shop offer returns and/or exchanges?

As our shop is a print on demand store, we can not offer returns and/or exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at customerservice@creaturehero.org within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

Does the Creature Hero Shop offer refunds? 

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at customerservice@creaturehero.org with photos of wrong/damaged items and we’ll sort that out for you.

I received a wrong/damaged product. What should I do? 

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at customerservice@creaturehero.org within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

SHIPPING

Does the Creature Hero Shop ship internationally?

The Creature Hero Shop currently only ships to the United States. We are, however, working on international shipping and hope to make it available soon!

When will I receive my order?

It normally takes 3-7 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location but it usually takes 3-7 days. You may experience minor delays due to increased Covid-19 protocols, an increase in demand, etc. Please allow some extra time.

How will I know when my order has shipped out?

You will receive an e-mail, along with a tracking number for your order, letting you know that your order has shipped.

How do I track my order? 

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at customerservice@creaturehero.org.

My order should be here by now but I still don’t have it. What should I do? 

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address 
  • Ask your local post office if they have your package
  • Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at customerservice@creaturehero.org with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

If you have any questions/comments/concerns, please contact us customerservice@creaturehero.org.