FAQ

What is your RETURNS/REFUND POLICY?

Customers who have purchased Products from Hercules.com have within 30 days from the time they receive the Product(s) to return the Product(s) for a full refund. Once an order has been placed, it cannot be canceled or modified. Products that were not purchased on Hercules.com are not eligible for return under this policy. Products must be returned in their original condition in their original and undamaged packaging to be eligible for return.

To request a refund, please contact us using the contact form with your order number in the subject line. A sales representative will advise of your return eligibility and/or any additional action(s) that needs to be taken. You may then be issued a Return Merchandise Authorization ("RMA") number that will be emailed to you with further instructions.

Please ship Products in its original packaging back to Hercules with the RMA number clearly marked on the outside of the shipping carton. Also include the packing slip and a copy of the order in the package. Packages without a valid RMA number may be refused and will be returned at your expense. The RMA expires after 20 days, so please be sure to ship the product within 20 days of receiving your RMA, otherwise it may be refused. Additional Product return instructions may be required.

Hercules will pay for return shipping only on exchanges for damaged/defective products or in cases of our order/shipping errors. For all other returns, you are responsible for shipping the product back to us via a traceable method, including costs incurred. Original shipping fees are non-refundable. Hercules is not responsible for any returned Products lost or damaged in transit.

For any order related questions or concerns, please contact us via the Customer Service contact form on support.hercules.com. Please be sure to always reference your order number.

How do I CANCEL my order?

After each order is processed, it is sent immediately to our fulfillment warehouse for shipment. Orders cannot be cancelled after they have been shipped. If your order has already shipped it will need to be processed as a return.

If you want to contact us for a cancelation, you can use the contact form on the support page and specify in “Category Support” “Eshop Order / Cancellation” when you send us your request. Please be sure to always reference your order number to expedite the process.

What SHIPPING METHODS do you offer?

You may select between standard shipping (5-7 business days) and express shipping (2 business days).

Standard shipping is FREE for orders over $50 USD.
Standard shipping is $10 for orders under $50.
Express shipping is $20.

We do not ship outside of the United States.

Do you ship orders with SIGNATURE REQUIRED?

We do not currently ship orders with signature required. If you are concerned about the safety of packages left in front of your door, please monitor your tracking number carefully.

Can I send my order to a PO BOX?

No you can't. We ship large items, and use a courier service for all deliveries, so we can only accept physical addresses. All deliveries will occur Monday through Friday, excluding holidays, and a signature upon delivery may be required depending on the size of your order.

Can I change the SHIPPING SPEED of my order?

Unfortunately, you cannot change your shipment method after your order has been submitted.

What PAYMENT METHODS do you accept?

We accept PayPal, Visa, MasterCard, and American Express.

Our secure server encrypts all submitted information, and your payment info is not stored on Hercules servers.

When is my CREDIT CARD CHARGED?

For orders of physical products, you're charged for your order only after it has left our warehouse. We will not bill you until your order until it has shipped. If your items are shipped separately you will be billed each time an item is shipped.

When you first place your order, we will place a pre-authorizations/hold on your credit card to ensure you have the funds required and to confirm your order. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes at the time your order ships. However, in some cases, this process can take up to 2 business days.

If you use PayPal you will be billed upon ordering.

Do you charge SALES TAX?

Depending on your order and your location, sales tax may be added. Sales tax charges are clearly indicated once your billing and/or shipping address have been entered during checkout so you will have the opportunity to review the final price before you submit your order for processing. It is also reflected on your invoice and orer confirmation.

What is my ORDER STATUS?

If you have a Hercules.com account, you can look up your order here.

Orders usually ship within 1-2 business days. Please note that some orders may be delayed by order processing or other issues, especially during peak shopping seasons or early in a product's lifecycle. Once the order is processed, you will receive a shipment confirmation email with shipment tracking information. Shipping time is dependent on the shipping method selected at checkout.

How do I get my TRACKING NUMBER?

If you have a Hercules account, you can look up your order and view your shipment tracking information here.

Once your order ships, you should also receive a shipment confirmation email with shipment tracking information.

How can I get a copy of MY INVOICE?

To view your invoice, find the order on your account page and click the "View" button in the 'My Orders' tab. Once on the new page you should click on the Invoices tab and then 'Print' in the top right corner. This will normally open a new page and let you access your invoice as a stand-alone document that can be printed or saved as a PDF.

After your order has been placed, you also should have received the invoice as an attached document in your confirmation email.

Can you help me remember my ACCOUNT PASSWORD?

Please use the "Forgot my password" link.

I need TECHNICAL SUPPORT assistance.

For technical assistance for your product, please visit our Support Site.

If you have any billing questions regarding your order, please contact us via the link above.

Why do you ask me to ACCEPT COOKIES?

Cookies are placed on your browser for your convenience, and the Commerce System used is cookie dependent. When you place an order, information is written onto your hard drive. The next time you place an order, the system recognizes who you are and automatically enters your information into the form.

Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.

What is your PRIVACY POLICY? How will you use my DATA?

Click here to view the Digital River privacy policy. Digital River is our payment processor and keeps your method of payment data secure.

Click here to view the Hercules privacy policy. Hercules may use your data for future marketing purposes if you opt in to receiving our newsletter.