Shipping policy
Order Processing & Quantity Limits
Most in-stock orders are processed within two business days (excluding Sundays and Holidays). During high-volume periods or major product launches, processing may be delayed.
Fair Access Policy: To ensure all customers have a fair opportunity to purchase high-demand or limited-edition items, Digital Heroes reserves the right to limit the number of products purchased per person, household, or order. We reserve the right to perform partial cancellations on orders that exceed these limits or appear to be intended for "sniping" or unauthorized resale. If your order is adjusted, you will be notified via email and refunded for the cancelled portion.
Shipping "Mixed" Orders
To keep shipping costs low and logistics manageable, orders containing a mix of in-stock items and "Pre-Order" items (or multiple pre-orders with different release dates) will ONLY ship when ALL items in the order are in stock. * If you want in-stock items to ship immediately, please place them as a separate order.
- We do not offer partial shipping for combined orders unless additional shipping fees are paid.
Pre-Orders & Back Orders
Pre-orders allow you to reserve upcoming products. Please note the following:
- Cancellations: Prepaid pre-orders may only be cancelled within 14 days of placing the order and are subject to a restocking fee.
- Allocations: Manufacturers occasionally ship fewer items than promised. In the event of a "manufacturer allocation," we reserve the right to reduce order quantities or cancel orders. We prioritize fair distribution among all customers in these instances.
- Release Dates: All release dates are tentative estimates provided by manufacturers. Digital Heroes is not responsible for delays or changes made by the manufacturer. We typically ship pre-orders within 48 hours of receiving the product in-house.
Delivery Options & Risk of Loss
Shipping costs and options are calculated at checkout based on weight and distance.
- Standard/Ground Saver/Media Mail: Generally more affordable but may be uninsured.
- UPS Ground/Ground Advantage/Priority Mail: Includes up to $100 of insurance.
- Expedited (UPS 3-Day, 2nd Day, or USPS Express): Fully insured.
The "Porch" Clause: Digital Heroes’ responsibility for your package ends once the carrier marks the item as "Delivered." We are not responsible for items stolen from mailboxes, porches, or common areas. Please ensure your delivery location is secure or choose a shipping method that requires a signature if you have concerns.
International Shipping
Digital Heroes currently does not ship internationally due to the complexity of international tax laws and high overhead. We recommend international customers use a US-based freight forwarding or reshipping service.