How Do I Check My Order Information and Status?

Quick Answer

You can view your order details and current status by logging into your account and going to the Orders section.

Note for Guest Checkout: If you checked out as a guest, your order won’t appear in an account. See the Guest Checkout section below.

How to View Your Order

1. Log in to your account on the website.

2. Click the Orders tab on the left-hand side of the page.

3. Select an order to view its details and current status.

If You Can’t Log In

If you don’t remember your login details:

1. Go to the login page.

2. Select Password Reset and follow the prompts.

Note:
Password reset emails can take 5–30 minutes to arrive, depending on system load. Please check your spam or junk folder before requesting another reset.

Guest Checkout Orders

• Orders placed without creating an account are not visible in the Orders tab.

• You can reference your order confirmation email to view details such as:

  • Order number

  • Items purchased

  • Order status

• Keep your confirmation email safe for future reference, as it is your record of the order.

Fulfillment & Shipping Timing

• Fulfillment does not begin until all items in an order have completed production and are in hand.

• For estimated fulfillment timelines, refer to the Collection page associated with the items in your order.

Order Status Definitions

• Failed
  The payment method was unsuccessful, and the order was not submitted.

• Payment Pending
  Your bank is still confirming the payment. This usually resolves automatically.

• Processing
  Your order was successfully placed and is waiting to be fulfilled.

• Completed
  Your order has shipped.

• On Hold
  Your order was successfully placed but is on hold at your request.

• Hero Stashed
  Your order is on hold and safely stored in your Hero Stash for up to 90 days.

  • It is the customer’s responsibility to consolidate the order and pay for shipping for it to be eligible to ship once fulfillment begins.

  • Stashed orders can be combined with other Hero Stash orders through the Hero Stash tab in your account dashboard.

• Consolidated
  This status appears on a previous Hero Stash order after it has been consolidated into another order.

  • It serves as a record of the original Hero Stash order for reference.

  • The consolidated items are now part of a new order that has moved into Processing.

• Canceled
  Your order was canceled and refunded.

If You Still Have Questions

If something about your order status doesn’t look right, contact Support and include:

• Your order number

• The email address used at checkout