How do I get a return shipping label?
After your cancellation or return is approved, Hero will automatically email you a prepaid 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? Our support team can resend the label or send it to a different 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, our support team can issue a new one. The new label will also carry a 30-day validity window, so use it promptly.
If you expect a delay in shipping your device back, tell our support team early so they can note it on your account and help you avoid late fees.
Step-by-step: How to return your Hero device
Step 1 — Cancel your subscription Speak with our retention team by contacting Hero Support, or they will reach out to you to process your cancellation and send your prepaid return label. 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, our support team can send replacements at no additional cost. They typically arrive within 2–5 business days. Have your shipping address ready.
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 within the 30-day money-back guarantee | Full refund of all subscription fees once the device is returned |
Canceled after the 30-day guarantee (Flexible Monthly) | No remaining balance |
Canceled after the 30-day guarantee (Annual, billed monthly) | The remaining balance of your 1-year term applies |
Canceled after the 30-day guarantee (Annual, prepaid) | 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.