FAQ

Orders, Delivery, and Tracking


How Can I Track My Order?


To track your order, login to your HERA account and you will be able to locate all information about each order you make — including when your product(s) have been shipped and when they will arrive.


When Will My Order Be Shipped?


Orders placed online by 3pm PST, from Monday and Friday will be shipped on the same business day. Those placed after 3pm PST will be shipped the next business day. All orders placed over the weekend will be shipped on Monday or the first business day.


What If An Item Is Missing From My Order?


If for any reason an item is missing from your order, it may be that the item isn’t in stock on a particular day. In order to expedite the other items in your order, we may send the available products first and then send the remaining product when it becomes available. If for any reason a product is accidentally left out of your order, we will make sure the item is shipped out immediately.


Returns


What If I Want to Return a Product?


If for any reason you want to return a HERA product, please place the product and any documentation inside the ORIGINAL BOX and send it back to our corporate offices. We will not take the product back if it has been damaged or harmed when it was in your possession.

Once we have receive your return, we will contact you via e-mail and process it. If for any reason you don’t hear back from our Customer Care Team within 10 days, please contact us and we will expedite your return (this is very unlikely, as we take our customer service very seriously.


Warranty Info

Do the HERA Products I Have Purchased Come with a Warranty?

Yes, once your register your HERA product online, you will be provided a twelve (12) month manufacturer’s warranty. This period begins from the date of your original retail purchase. If for any reason a specific vendor that sells HERA products offers an extended warranty, it must be honored by the vendor. HERA is not responsible for vendor supplied extended warranties.


Product Usage Tips & Safety


What is the best way to use HERA hair straighteners?

Once a hair straightener is heated (this usually takes about 10 seconds), you should insert your hair between the plates and press the appliance to close. Apply even pressure as you work from the roots down the the ends of your hair.


Will HERA Straighteners & Curling Irons Damage or Dry Out My Hair?

If you follow our directions carefully, and properly wash and condition your hair on a regular basis, your hair will be full and healthy. All HERA products were developed using top-quality materials and parts. For instance, our straighteners utilize 100 percent ceramic plates and negative ion technology to make sure that heat is evenly distributed and doesn’t overwhelm your hair. To avoid damaging your hair, carefully follow all product instructions, making sure you don’t hold a straightener or curling ion on your hair for an extended period of time. Use even pressure for best results.


Should I Follow Any Safety Precautions?

NEVER use any HERA appliances near water and always store them in a dry and safe place. If children are present, ALWAYS unplug all devices right after you are done using them and store them in a place where children cannot access them.