FAQ

Frequently Asked Questions

For any immediate questions or concerns please contact us at info@herojewel.co

When will I receive a tracking number?

You will receive a tracking number as soon as our crafting team is done making your order. This generally takes 7-10 business days. The USPS tracking will be sent right to your email once USPS has picked it up from our warehouse.

When will I receive my necklace?

Once your necklace is made by our crafting team, it will ship out via USPS First Class Priority Mail from our Los Angeles, Chicago, or New York warehouse.

Most orders arrive within 2-3 weeks from the date of purchase during the pandemic.

My tracking number shows “Returning to Sender” “Insufficient Address” “Package being held at Post Office” What should I do?

If your tracking number shows any of these status’ please contact USPS and ask for further information. Chances are, the address you provided us may have been missing details such as an apartment number, incorrect zip code, etc. If you are not having luck with USPS, please contact us at info@herojewel.co

My product is damaged, what should I do?

Oh no! We are sorry to hear that your order is damaged!

We are happy to assist you with any issues, but first our customer service team is obliged to receive a picture from you in order to proceed with a reorder for a replacement item.

Please contact us with the following:

Your Order Number

A picture of the damaged item

A description of the damage 

How do I cancel my order?

The jewelry creation process starts within 48 hours after you purchase as we are working to deliver your order ASAP, so please contact us immediately if you would like to cancel your order. Unfortunately if our crafting team has started working on your order, it can not be cancelled.

I purchased warranty. How do I claim it? 

Please contact us at info@herojewel.co and we will get you taken care of right away!

How do I contact you?

For all questions or concerns, please send an email to info@herojewel.co

We will respond within 72 business hours.

Our business hours are Monday - Friday 7AM - 7PM PST.