Refund policy

1. Fulfillment and Shipping Policy

1.1. Processing & Fulfillment (The Creation Phase)

Since your product is custom-made specifically for you, there is a production period required before your order ships.

  • Definition: This phase covers creation, quality-checking, and packaging.

  • Timeframe: Orders are typically fulfilled within 2–7 business days (Monday–Friday).

  • Confirmation: You will receive an email with tracking information as soon as your order is dispatched.

1.2. Shipping Time (The Delivery Phase)

Shipping time begins after the fulfillment phase is complete.

Shipping Destination Estimated Shipping Time
USA 4–5 business days
All Other International 7–13 business days

💡 Note: Shipping times are estimates provided by the carrier and are not guaranteed. Delays can occasionally occur due to customs, public holidays, or unforeseen circumstances.

1.3. Shipping Costs & Free Shipping

Shipping costs are calculated at checkout based on your order specifics.

  • Free Shipping: We offer free standard shipping exclusively through specific promotional offers and product bundles. When available, this will be automatically applied at checkout or detailed within the promotion.

1.4. Tracking Your Order

Once your order has shipped, you will receive an email with a tracking number. Please allow up to 48 hours for tracking information to become fully active.

1.5. Multiple Shipments

Because we work with multiple fulfillment partners, your order may arrive in separate packages.

  • Example: A Unisex t-shirt and a poster may ship separately.

  • You will receive separate tracking numbers, but you will only be charged the shipping fee once.

2. Returns and Exchanges

Due to the custom nature of our business—where every product is created on demand specifically for your order—we adhere to a strict policy regarding returns and exchanges.

2.1. Non-Returnable Items

We do not hold inventory and therefore do not accept returns or exchanges for:

  • Buyer's remorse.

  • Incorrect sizing: Please check size charts carefully before ordering any Unisex apparel like t-shirts, hoodies, or pullovers.

  • Incorrect color choice.

2.2. Defective or Damaged Items

The only exception to our policy is for items that are demonstrably defective, damaged, or significantly different from what was ordered (e.g., wrong design or size sent).

  • Initiation: You must start the claim process on the same day of receiving the product.

  • Evidence: Clear photo or video evidence is required. Send these to info@drkheroz.com or use our Chatbot for a faster response.

  • Condition: Items must remain unused, in original packaging, and shipped back in the original shipping box.

  • Resolution: Once the defect is confirmed, we will issue a full refund or a replacement.

2.3. Return Shipping

You are responsible for return shipping costs only if we instruct you to return the item for inspection. If the defect is confirmed, we will include the reasonable return shipping cost in your final refund.

2.4. Exchange Policy

As a Print-On-Demand (POD) business without a storage facility, we do not accept exchanges. If an item is defective, we will issue a replacement for the exact same item and size.