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Order Policies / Shipping and Returns

Order Processing and Fulfillment Lead Times

Hiro Health strives to ship all orders the same day the order is received. Typically orders that are placed and processed before 1:00 PM CST will ship the same day. If you need your order expedited, please call us at 866-764-2165 so that we can make every effort to accommodate your needs.

Hiro Health fulfills orders Monday through Friday unless a designated holiday falls on one of those days (please see examples below). If you place an order on a weekday on which a holiday is observed, your order will be fulfilled the following business day.

Hiro Health does not process or fulfill orders on the following holidays:

  • New Year's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • The Day After Thanksgiving
  • Christmas Eve
  • Christmas Day

Hiro Health ships via UPS, Federal Express, USPS, and DHL.

Shipping Destinations

Hiro Health only ships to addresses within the continental United States. We do not ship orders to Hawaii or Alaska.

Orders over $250 will require a signature of receipt. Therefore, for orders over $250, we strongly suggest providing shipping information to route to a physical address, rather than a P.O. Box. If you must require delivery to a P.O. Box, you should contact your local Post Office for further instructions and delivery expectations.

Shipping is available to U.S. military addresses only through the United States Postal Service (USPS). No shipments can be made to military bases outside the continental United States (APO and FPO addresses).

Address changes are not permitted once Hiro Health has shipped your product.

Hiro Health Shipping Charges and Speed of Delivery

  • Standard Ground (3-5 Business Days) -$14.99 or Free with Purchase Over $99
  • 2-Day Expedited (Order by 1 PM CST and Have it in Two Business Days) - $25
  • Priority Next Business Day (Order by 1 PM CST and Have it by Next Business Day) - $50
  • Priority Overnight Saturday (Order by Friday at 1 PM CST and Have it by Saturday) - $75

Standard Ground Shipping

Hiro Health offers free standard ground shipping anywhere in the continental United States on orders over $99. For orders $99 and under, there will be a shipping charge of $14.99. Orders shipped via standard shipping typically will arrive to you within 3-5 business days from the date in which the order leaves our facility.

2-Day Expedited Shipping

Hiro Health offers 2-Day Expedited Shipping for a flat fee of $25 anywhere in the continental United States. For example, if you place your order on Thursday by 1:00 PM CST, you will receive your order the following Monday.

Priority Next Business Day Shipping

Hiro Health offers Priority Next Business Day Shipping for a flat fee of $50 anywhere in the continental United States. For example, if you place your order on Friday by 1:00 PM CST, you will receive your order the following Monday.

Priority Overnight Saturday Shipping

Hiro Health offers Priority Overnight Saturday shipping for a flat fee of $75 anywhere in the continental United States. Orders placed by 1:00 PM CST on Friday will arrive the next day (Saturday). To ensure your order ships with this very expedited service, please consider calling us at 866-764-2165 we can make every effort to accommodate your needs.

Hiro Health Payment Terms

Hiro Health accepts the following payment methods online:

You will be charged in full for your Hiro Health purchase at the time your purchase is made.

Insurance

Hiro Health does not accept insurance for CPAP devices, masks, and supplies. Insurance requirements can prolong and unnecessarily complicate an experience that should be simple. Plus, deductibles and co-pays can quickly add up. Therefore, we encourage you to skip the insurance line and take advantage of Hiro Health’s quick path to better sleep.

If you would like to discuss your options further, please feel free to contact our Hiro Health Wellness Team at 866-764-2165 or Support@HiroHealth.com.

Placing Your Hiro Health Order

We place orders over the telephone and online. To place your order with the help of one of our Hiro Health Wellness Team members, call us at 866-764-2165. If you would like to place your order online, but still need help, you can call us or send us an email at Support@HiroHealth.com with your name, phone number, email, and question.

After Placing Your Hiro Health Order

After placing a phone or online order, you will receive an email from us with all the details of your purchase. To ensure that you receive this email, please add our email address, Support@HiroHealth.com, to your address book.

We may also be in touch if we need further information to process your order. Therefore, it is very important that you provide the most accurate contact information available.

Tracking and Receiving Your Hiro Health Order

Once your order has been shipped, you will receive an order shipped confirmation email from us. To ensure that you receive this email, please add our email address, Support@HiroHealth.com, to your address book. Our email will contain your order number and any tracking numbers associated with the package. Please refer to your tracking information for specific dates and times at which your order will be delivered.

Signature for Orders over $250

Hiro Health requires a receipt signature for orders over $250. Therefore, for orders over $250, we strongly suggest providing shipping information to route to a physical address, rather than a P.O. Box. If you must require delivery to a P.O. Box, you should contact your local Post Office for further instructions and delivery expectations.

Changing and Cancelling Your Hiro Health Order

Hiro Health moves as quickly as possible to process and ship all orders.  If you need to correct an order that you have placed or need to cancel an order before fulfillment, please call us immediately at 866-764-2165 or email us at Support@HiroHealth.com. Once an order has been shipped, no changes can be made.

Prescription Requirements for Hiro Health Orders

If the order you place with Hiro Health includes any item which by law requires a prescription (CPAP devices) before being fulfilled, we will email you immediately requesting a copy of your prescription so that we can release your order without delay. Prescriptions may be emailed, faxed, or mailed to us.  Our Hiro Health Wellness Team is standing by to contact assist you in obtaining a copy of your prescription should you require this complimentary assistance.

If you are an existing customer and have previously provided us with your prescription, in most cases we will not require that you provide your prescription to us again.

If you have never had a prescription, the High Road to Sleep Therapy and In-Home Sleep Testing programs are excellent resources to guide you through a journey to diagnose, treat and manage your sleep apnea – all from the comfort of your own home.

Hiro Health Return, Refund, and Exchange Policies

At Hiro Health we pride ourselves on providing the best possible customer experience. We work hard to carefully select the products we sell and stand strongly behind those products. If you are not 100% satisfied with your purchase please call us at 866-764-2165 or email us at Support@HiroHealth.com to have a Hiro Health Wellness Team member assist you.

Hiro Health 30-Night Risk-Free Return Guarantee

Hiro Health wants to ensure that you will be 100% satisfied with your purchase. That is why we offer a 30-Night Risk-Free Return Guarantee on everything we sell.

Returned products must be brand new, unopened, unused, and have never been removed from the original packaging. To the extent that there is any indication the product has been opened, used, or removed from the original packaging, the item will unfortunately not be eligible for return. Hiro Health maintains sole discretion regarding the acceptance of an item(s) for return. Should a return be denied, Hiro Health will notify you and ship the denied item(s) back to you.

If you wish to return an eligible product under the Hiro Health 30-Night Risk-Free Return Guarantee you must first obtain a Return Merchandise Authorization/(RMA) from us. The return must be received by Hiro Health within 30 nights from the date of delivery. To the extent that your return is received after the 30-night period, your return will be denied. Should a return be denied, Hiro Health will notify you and ship the denied item(s) back to you.

To maintain the integrity of this program, the Hiro Health 30-Night Risk-Free Return Guarantee cannot be used by the same customer more than once on the same product. No exceptions.

Process for Managing Returns and Exchanges

We will accept all returns, refunds, or exchanges requested if made within 30-nights. All products must be in their original sealed packaging and in unused condition.

The first step is to ensure that the product(s) you wish to return is/are eligible for return and that you can meet all criteria described above.

Steps for a successful Hiro Health return:

Contact Hiro Health at 866-764-2165 or email us at Support@HiroHealth.comand request a Return Merchandise Authorization (RMA) number. Clearly write your RMA number on the exterior of your return packaging and include any other documentation you may have inside the package.

Package your return and make sure that it is received by Hiro Health within 30 days from the date at which your order was deemed to have been delivered to you. You are responsible for all return shipping charges.

Ship your return to:

Hiro Health Returns

8584 Katy Freeway, Suite #422

Houston, TX 77024

You are responsible for purchasing (at your discretion) shipping insurance for all returns to protect against lost, stolen, or damaged goods while in transit back to Hiro Health. Hiro Health may provide a shipping label to you as a courtesy, but this should not be construed as an acceptance of any liability on behalf of Hiro Health for returns that may be lost, stolen, or damaged. Shipping labels provided will not include insurance coverage of any kind. All returns should be sent to Hiro Health with a signature required on delivery so that you have proof of our receipt. All refunds issued by Hiro Health will be based on the actual product received by us and the conformity to our return policies mentioned herein. No refunds will be issued for items not received by Hiro Health and/or damaged, lost, or stolen in transit.

We strive to process all returns with 48-hours of receipt. 

Hiro Health does not refund back any shipping charges that you may have paid when you made your purchase. 

Hiro Health Exchange Process

If you wish to exchange an item at Hiro Health we require that you create a new purchase for the item(s) that you wish to exchange for and return the item(s) that you do not want to keep. Once we receive the returned items, we will issue a refund to the original form of payment for those items if your return is consistent with our return guidelines as described herein.

Shipping Costs for Returns and Exchanges

Hiro Health does not cover the cost of shipping associated with returns or exchanges. 

Returns Received by Hiro Health Must be in Original Packaging

We will accept all returns, refunds, or exchanges requested if made within 30-nights and all products are in their original sealed packaging and in unused condition. All refunds issued by Hiro Health will be based on the actual product received by us and conformity to our return policies mentioned herein. No refunds will be issued for items not received by Hiro Health and/or damaged, lost, or stolen in transit. 

Refund Policy for Hiro Health Returns

Returns under the Hiro Health 30-Night Risk-Free Return Guarantee will be refunded to the original form of payment. If items returned under the 30-Night Risk-Free Return Guarantee were originally paid for through Affirm, you will remain responsible for that debt obligation. Please refer to the Affirm Terms and Conditions for additional information.

Affirm Policy for Hiro Health Returns

If items returned under the Hiro Health 30-Night Risk-Free Return Guarantee were originally paid for through Affirm, you will remain responsible for that debt obligation.

To the extent that you settled your purchase with Affirm (our third-party financing company), we will process your refund back through Affirm who will then promptly reconcile your transaction. If the refund processed back through Affirm does not fully cover your balance owed, your payment will remain the same and your term will be adjusted based on your new balance. Only the principal may be refunded for purchases made through Affirm. Interest paid to Affirm cannot be refunded. Please refer to the Affirm Terms and Conditions for complete information.

Hiro Health Warranty Claims

Hiro Health stands behind every product we sell and is committed to ensuring that if something goes wrong, we own the problem, not you.  Should you have any issues with a product that you purchased from Hiro Health, simply give us a call at 1-866-764-2165. Typically, we will want to do some basic troubleshooting with you first. If we are unable to resolve your issue through troubleshooting we will, at our sole discretion, promptly exchange your product or handle the warranty claim on your behalf through the product’s manufacturer. Terms and conditions apply to warranty coverages.

Sitewide Sale Exclusions

Select products, at times, may be excluded from promotional discounts during a sitewide sale. In this situation, a specific product or products will not display a discount when viewed and no discount will apply to the cost of an excluded item when a promotion is applied at checkout. Varying products may be excluded from a promotion at any time.

Hiro Health Price and Promotion Protection

If within 30 nights of making a purchase from Hiro Health, we offer the exact same product for a price which is less than what you were charged, call us at 866-764-2165 and we will, upon request, promptly refund the difference.

If Hiro Health offers a promotion within 30 nights of you making a purchase which results in a more favorable cost outcome for you, Hiro Health will extend the promotional offer to you upon your request. 

If you participated in a different promotion and prefer a new promotion that is subsequently offered, then the initial promotion you participated in and any related value received will be removed and the new promotion and related value will be added. Call us within 30 nights of your initial purchase at 866-764-2165 and we will, upon request, promptly refund the difference.

After 30 nights have passed, Hiro Health will not extend any of the pricing accommodations as mentioned above.  Please note that this policy excludes limited-time price reductions such as those that occur during special sales events, like Black Friday or Cyber Monday.

Hiro Health Lowest-Price Guarantee

If you find any product Hiro Health sells for a lower price within 30 nights of your initial purchase, simply let us know and we will match the lower price.

Here is what you need to know about our Lowest-Price Guarantee Program:

We must be able to verify that the product you have found at a lower price is the exact same product with the same product specifications as the one we are selling.

When calculating any possible price difference, we do consider shipping and other ancillary cost differences between Hiro Health and the competitor.

We must be able to verify the competitive offer so we may request a website address, a web link, or other information.

We reserve the right to deny the price match request if the competitive seller is not an authorized retailer of the product(s) in question. We reserve the right to decline price match requests from sites that host third-party sellers such as but not limited to Amazon and eBay.

We reserve the right to deny the price match if the competitive seller is advertising a product that is out of stock or that cannot be immediately fulfilled.

The Hiro Health Lowest-Price Guarantee does not apply to products that are on closeout, liquidation, or clearance or to items that are advertised as refurbished, used, or open box.

The Hiro Health Lowest-Price Guarantee cannot be combined with any promotional offers. The price extended will be limited to the same price that we are matching.

Hiro Health FlexPay Terms and Conditions

The Hiro Health FlexPay Program is designed to allow Hiro Health customers to pay for a portion (the amount remaining after the amount you've already paid) of their Hiro Health purchase in equal monthly payments.

The Hiro Health FlexPay Program Agreement (“Agreement”) is between the seller “Hiro Health” and you (“Customer”) as defined under the section titled, “Customer Information” contained herein. Customer has purchased the products and services as itemized on the Hiro Health Order as defined under the section titled “Transaction and Payment Plan Terms” contained herein.

This Agreement is made to enable the Customer to pay for the remaining balance owed to Hiro Health pursuant to the terms contained herein.

Customer desires to make monthly payments in the amount defined under the “Transaction and Payment Plan Terms” contained herein.

Customer has provided Hiro Health with a valid payment source within this Agreement (Schedule A) and hereby authorizes Hiro Health to charge the recurring payment source according to the payment schedule defined herein.

Customer understands and agrees that Hiro Health shall charge the amount due each month commencing on the day of purchase and every 30 days thereafter. Customer hereby authorizes Hiro Health to charge the provided payment source each month until which time the balance due is paid in full.

Customer understands that the items purchased and being paid for under the Hiro Health FlexPay Program are subject to Hiro Health’s published return policies which can be found on this page above. Should Customer choose to return any items being paid for under this Agreement in compliance with the Hiro Health return policy guidelines Customer will receive a refund of any amounts that have been paid towards the item(s) returned. No returns will be accepted that do not comply with the Hiro Health Return Policies and Customer understands and agrees to be held responsible for all payment obligations as defined under this Agreement.

Customer understands that no interest, finance charges, or fees are being charged under this Agreement or by virtue of the Hiro Health FlexPay Program. This program is being offered as an accommodation to ensure that Hiro Health can deliver our products and services to those that need them most.

In the event that Hiro Health is unable to process a payment for any reason that the Customer owes under this Agreement, the Customer agrees to and understands that Hiro Health will provide notification of said failure at which time the Customer agrees to promptly cure the payment issue by taking the necessary actions to make the payment source operable or the Customer shall promptly provide Hiro Health with an alternative payment source.

The Customer understands that they are obligated to make payments under this Agreement as specified and if said payment delinquencies are not brought  current within 30 days of the date in which the payment was due and payable that Hiro Health will rely upon a third-party collection agency to recover all funds due and payable.

Hiro Health does not charge late fees but if Purchaser payment(s) becomes more than 30 days delinquent Hiro Health will assign the payment obligation to a collection agency to collect any amounts due.

The Customer may pay the total amount due under this Agreement at any time before the final scheduled payment is due and will NOT have to be subject to any penalties. If the Customer pays more than the monthly payment due any excess Hiro Health FlexPay Program Agreement the amount paid will be credited to the account and applied to any future amounts due.

The Customer bears the entire risk of loss, theft, or damage to the product(s) that are being paid for under this Agreement. Even if the product(s) is lost, stolen, or damaged, Customer remains obligated for the total of the payments due under this Agreement.

Hiro Health may, without Customers consent, and without notice, assign or transfer this Agreement or any payment or any other sums due or to become due hereunder. In such an event our assignee will have, to the extent transferred or assigned to it, all our rights, powers, privileges, and remedies under the Agreement. Customer agrees to not assign this Agreement or any interest in it and will not sell or offer to sell or transfer any interest if the products being paid for under this Agreement without Hiro Health’s prior written consent.

Customer acknowledges that they have access to this Agreement by contacting Hiro Health at, 866-764-2165 or sending us an email request at Support@HiroHealth.com. Upon request, Hiro Health will promptly provide you with a copy of this Agreement.

Customer understands and agrees that this Agreement is subject to all claims and defenses which Customer could assert against Hiro Health of goods and services obtained under this Agreement or with the proceeds hereof. Recovery hereunder by the Customer shall NOT exceed amounts paid by the Customer hereunder.

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