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 713-955-4341 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.

Insurance

The Hiro Health online store does not accept insurance for CPAP devices, masks, and supplies. 

If you are interested in using health insurance to pay for your supplies, you can email us at Support@hirohealth.com or give us a call at 713-955-4341 where we would be happy to assist you further.

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 713-955-4341. 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 a shipping confirmation email. 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.

 

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 713-955-4341 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 contact you to request 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 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 713-955-4341 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 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 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 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 713-955-4341 or email us at Support@HiroHealth.com and 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. 

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 713-955-4341. 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 713-955-4341 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 713-955-4341 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.