How do I get a return shipping label?
After your cancellation or return is approved, Hero will automatically email you a prepaid UPS return label. Look for an email with the subject line "Hero Cancellation Confirmation" or "Hero Exchange Confirmation" — the label will be included as a link in that email.
If you don't see it in your inbox, check your spam or junk folder, as it can occasionally be filtered there. In some cases, a short delay may occur if additional approvals or provider discharge confirmations are still pending.
Can't find the email? Contact Hero Support and they can resend the label or assist with alternative delivery to another email address.
How do I print my return label?
If you have a printer at home:
Open the return label link or downloaded PDF
Click the print icon in your browser or file viewer
Confirm your printer is connected and loaded with paper, then print
If you don't have a printer:
UPS Store — Open the label PDF on your phone and show the barcode to UPS staff; they'll scan or print it for you
Local print shop — Download the PDF and bring it (or email it to yourself) for printing on-site
Hero does not mail physical return labels — all labels are provided electronically.
My return label is expired. What do I do?
Return labels are valid for 30 days from the date of issuance. If yours has expired before you could use it, contact Hero Support to request a replacement. The new label will also carry a 30-day validity window, so use it promptly.
If you anticipate a delay in shipping your device back, it's best to reach out to Hero Support early so they can note the situation and help you avoid complications.
Step-by-step: How to return your Hero device
Step 1 — Cancel your subscription Cancel your Hero membership directly through Hero or via your remote care provider. If your device was obtained through a healthcare provider or insurance plan, your provider must complete a discharge before Hero can process the return.
Step 2 — Factory reset the device Before shipping, remove your personal data by performing a factory reset:
On the device, go to Device Settings > About > Return
Follow the on-screen prompts to complete the reset and install the travel bar
Step 3 — Repackage the device Use the original Hero box and packaging materials if available. Insert the travel bar to protect the device during transit. If you're missing the box or travel bar, contact Hero Support — replacements are available at no additional cost and typically arrive within 2–5 business days.
Step 4 — Attach the label and ship Print your prepaid UPS label and attach it securely to the box. If you can't print it, show the PDF on your phone at any UPS location. Drop the package off at any UPS Store — no pickup is arranged by UPS as part of this process.
Use only the provided UPS label.
What happens after I ship?
Hero's platform automatically tracks your return using the prepaid label — no proof of shipment is required on your end. Once the device is received and verified in good condition, any applicable refund is processed automatically. Allow an additional 4–5 business days for your bank to post the credit.
You may receive automated reminder notifications during this period. As long as you shipped within the deadline, these can be disregarded — they stop once the return is fully processed.
Return policy at a glance
Situation | Outcome |
Returned during risk-free trial | Full refund of all subscription fees once the device is returned |
Returned after risk-free trial (billed monthly) | Remaining commitment balance may apply |
Returned after risk-free trial (prepaid plan) | Prepayment may not be refunded |
Returned more than 30 days after cancellation | Late return fees may apply |
Device returned damaged or unreturned | Fee up to $1,500 |
For full policy details, visit herohealth.com/returns or contact Hero Support.