We've put together instructions to help you pack up Hero properly for a safe return.
First, make sure you perform a factory reset on the smart dispenser by selecting Device Settings > About > Reset to Factory.
Follow the instructions on the screen, and unload all medication into their original bottles or labeled containers.
Then, insert the travel bar into the back of Hero when prompted. If the travel bar does not fit fully inside Hero, try pressing the center button again while pushing in on the travel bar.
Once Hero confirms the travel bar is securely in place, unplug your Hero dispenser and get ready to pack it up.
Follow the directions below carefully to avoid additional fees due to shipping damage:
Please repack the Hero dispenser in the original packaging. Let us know if you've lost the travel bar or the original packaging, and we'll be happy to send you a replacement. Please note that a fee may apply for replacement packing.
Start by placing the power supply, pill access key, and cup into the accessories bag.
Pack the bag inside a triangular cardboard cutout (if you have it) so that it fits snugly in the recess where the cup normally sits. If you don't have the cutout, simply place the power cable, cup, and key in a plastic bag to avoid scratching the dispenser during shipment.
Next, place the bottom foam, smart dispenser, and top foam into the box, making sure everything is snug and secure.
Finally, place the cardboard cutout (if you have it) on top of the foam, or use additional packaging material to make sure the dispenser doesn't move around during shipping.
Close and seal the box with two strips of packaging tape for added security.
Print the return label, tape it to the outside of your package, and drop it off at any FedEx dropoff location.
That's it––you're all packed up and ready to return Hero! Remember, if you've lost the travel bar or the original packaging, just let us know and we'll be happy to assist. As always, if you have any questions or concerns, we're here to help! Chat with us 24/7 💬