Help

 

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Product Help

If you have a question or issue with a HeroMart product/item, we are here to help! Finding out about new products, out of stock items, how Artix Points gift certificates work and other product questions/issues are addressed here. If you do have a product issue, please read through our help pages and you can email us if you need additional help.

productans1How can I find out about upcoming new products?

Are you dying to know what HeroMart is releasing next?

You can check HeroMart's Coming Soon for news about new products that are in production or that will be released soon! You can also check HeroMart's Twitter and HeroMart's Facebook Page for updates!

If you have any questions about a HeroMart item/product, please email us.

productans2How do I purchase an item that is out of stock?

If an item is listed as "sold out" on our website, then we no longer have that item available for sale. It is possible that we may reprint the item if we receive enough inquires. You can send or post your thoughts, suggestions and inquiries regarding out of stock and unavailable items to the following:

You can go to www.Artix.com or our Portal Site to create an Artix Account. Then you can go to our Forums and Register on the Forum.

If you have any questions about items that are out of stock or unavailable, please email us.

productans3Where is there more information about your shirt sizes?

If you would like to purchase a shirt from HeroMart, but are not sure if our sizes will fit you, we will be happy to give you more information! We do have sizing charts listed in our HeroMart Facebook Page Notes:

Please make sure you choose carefully when selecting a shirt size. We also do have a size chart for the special order Armor shirts that we can email to you!

If you do have an questions or issues with a shirt size, please email us.

productans4What if I purchased a shirt in the wrong size?

If you purchased a shirt and once you received it you realized it was the wrong size, we can help!

Before we can reship you a shirt in the correct size, you will need to ship the wrong sized shirt back to our office. Once we receive the shirt back and you let us know what different size you need, you will have to pay for shipping again, as we did ship your original order in good faith that the correct size was chosen. We can email you an invoice for the reshipping fee and once you repay for shipping, we will reship the shirt in the correct size.

Some shirts do cost more than others, so if the new size you need is cheaper, part or all of your new shipping fee may be covered. We do have sizing charts listed in our HeroMart Facebook Page Notes:

If you do have an questions or issues with a shirt size, please email us

productans5I have an issue with a product from ToysRUs!

If you purchased a HeroMart item sold at a ToysRUs location or via ToysRUs' website and have an issue, you will have to contact ToysRUs directly for assistance. Since you did not purchase your item directly from HeroMart, we have no way to look up your order. We also cannot give you any in-game codes if they are missing or were already redeemed.

If you purchased your item from a ToysRUs retail store, use their Store Locator with the contact information for the store you went to. If you purchased your item from www.ToysRUs.com, here is their Online HelpDesk for further assistance.

If you have any questions about a HeroMart item/product, please email us.

productans6I have an issue with a product from another seller!

If you purchased a HeroMart item sold from another seller (such as through Amazon) and have an issue, you will have to contact that seller directly for assistance. Since you did not purchase your item directly from HeroMart, we have no way to look up your order. We also cannot give you any in-game codes if they are missing or were already redeemed.

If you have any questions about a HeroMart item/product, please email us.

productans7Can I pre-order or reserve an unreleased item?

We have information on how to pre-order unreleased items on a separate page. Please visit our Pre-Order FAQs page for more information.

productans8How do I purchase a gift for someone?

HeroMart used to sell virtual/digital Artix Points Gift Certificates, which are now available through our Portal Site. Click on "Get Points" and you can choose to purchase an Artix Points Gift Certificate for someone. Once it is purchased, all you have to do is give them the gift code and they can spend the Artix Points on any upgrade in any of our games! For more information about Artix Points, please visit the Artix Points FAQ.

HeroMart now offers physical Artix Points gift certificates that you can have mailed to you or a friend! You also receive a special in-game item!

If you have any questions about a HeroMart item/product, please email us.

productans9Why do some shirts have no in-game code and item?

There are very very few HeroMart products that have no in-game code an item. We have a few shirts (called "Legacy" shirts) that were created before 2010 and originally sold at www.Jinx.com. Once HeroMart opened in 2010, we stopped selling items via Jinx and started selling them via www.HeroMart.com.

If a shirt is a "Legacy" shirt, it is noted in the item description on HeroMart's site and that there is no in-game code and item.

If you have any questions about a HeroMart item/product, please email us.

productans10Can I get an item signed by the AE Staff?

HeroMart carries many products that have signed and unsigned versions! If you choose a signed version, this means one or more Artix Staff Members who helped create that product or Artix Game have signed that product!

We are sorry, a specific Artix Staff Member cannot physically sign a HeroMart item before it ships out. The Artix Staff are very busy working on the Artix Games, which is why HeroMart does offer signed versions of as many products as possible!

If there is a HeroMart product you would like a signed version for, if we get enough inquiries, we may be able to release a signed version.

You can send or post your thoughts, suggestions and inquiries to the following:

If you have any questions about a HeroMart item/product, please email us.

    productans11Where can I submit a HeroMart suggestion?

    Do you have a HeroMart suggestion? Is there a HeroMart product you would like us to carry? We love to hear from our customers and are always looking out for ideas for new HeroMart products!

    You can send or post your thoughts, suggestions and inquiries to the following:

    If you have any questions about a HeroMart item/product, please email us.

    productans12Where do I go if I want to review one of your products?

    If you purchased a HeroMart product and would like to review it, we are all ears!
    You can send or post your thoughts, suggestions and inquiries to the following:

    If you have any questions about a HeroMart item/product, please email us.

    productans13My product question has not been answered!

    Is your product question not answered in the HeroMart Product Help Pages? Please email us so we can add your question to our help pages, especially if it is a question that other customers have.

    If you did have a Payment & Account, Shipping, or Game Code question or issue, please visit those help pages.


    Shipping Help

    If you purchased a HeroMart item and are having a shipping issue, we are here to help! How much shipping costs, how long shipping takes, tracking information and other shipping issues are answered here. In-stock orders usually take 2-4 business days to process and are processed Monday - Friday. Some items may be shipped separately at no additional cost to you.. If you do have a shipping issue, please read through our help pages and you can email us if you need additional help.

    shippingans1How much does shipping cost?

    How much shipping costs depends entirely on your location. We use USPS (United States Postal Service) and UPS (United Parcel Service) to ship our orders. We cannot control USPS or UPS shipping rates or if they change. Shipping costs also depend on how many items you order and how much they weigh.

    To find out how much shipping will cost you, please add your item(s) to our shopping cart. You will be given an estimated shipping price. HeroMart is not responsible for any other customs/duty fees that your country may charge you.

    NEW FOR U.S. CUSTOMERS!

    HeroMart is providing customers with free standard shipping for orders over $75 to an address in the Continental U.S. This discount will happen automatically, applied on the checkout screen.

    ATTENTION INTERNATIONAL CUSTOMERS:
    As per USPS and UPS, if duties or taxes are assessed regarding your package, most countries will collect a customs clearance and delivery fee from the recipient, in addition to the duties and taxes. This fee is authorized by international postal agreements to reimburse the delivery service for the costs it incurs in clearing the items through customs and collecting duties at the time of delivery. The duties, taxes, and fee, if applicable, are NOT included in the postage paid by the mailer.

    PLEASE NOTE:

    The customer is responsible for any additional shipping charges that may be necessary. If a customer gives us the wrong shipping address, and the item(s) are shipped, the customer is responsible for paying the new shipping amount once we receive the item(s) back to the underground lab.

    If you have any questions about shipping costs, please email us.

    shippingans3How long does shipping take?

    How long it takes for your HeroMart order to reach you depends entirely on where you live and the shipping company we use. As soon as we receive your order, it takes 2-4 business days to process and then your order is handed over to the shipping company and is on its way to you! A tracking number may not update (and can say 'NOT FOUND') until the shipping company picks up your order and scans the package into their system. Please note, HeroMart has no control over how long the shipping companies take to ship and deliver packages. This includes if you place your order during a holiday or holiday season or there is inclement weather.

    Orders within the U.S., Canada or Mexico:
    For domestic orders, we use USPS (United States Postal Service) and UPS (United Parcel Service). Shipping fees include delivery confirmation with a tracking number that is emailed to each customer once the package is handed over to USPS/UPS to process for shipping.

    Here is more information how long each shipping option takes and how they track packages:

    • USPS Priority/First Class Shipping - transit time typically takes 6-10 business days, but can take shorter or longer depending on your location. Sometimes shipping can take up to 14 business days. This also includes if you choose the '2 or 3 Day option' which isn't actually 2-3 days, that is the estimate that USPS gives after processing the package. USPS does not guarantee updated tracking, and usually only when the package is delivered. The first package scan may be upon arrival at the regional hub near the destination. This is common when shipping volume is high and packages are processed in bulk. Until this first scan, the carrier may not acknowledge receipt of the package. The first package scan may not be until delivery.
    • UPS Ground - transit time typically takes between 2-5 business days. UPS offers live tracking updates.
    • UPS Next Day Air - transit time typically takes 1 business day. UPS offers live tracking updates.

    Orders outside the U.S.:
    For International orders, we use USPS (United States Postal Service) and UPS (United Parcel Service) First Class and Express International Shipping Methods. Shipping fees include delivery confirmation with a tracking number that is emailed to each customer. UPS guarantees live tracking, where USPS mostly provides updated tracking. (Tracking numbers are emailed once your package is being shipped).

    • USPS Priority Mail International Shipping - transit time varies depending on location but typically takes between 6-10 business days. This shipping method does offer tracking updates. However, it may take longer for the package to reach you if your country decides to hold your package in customs.
    • USPS First-Class International Shipping - transit time varies depending on location but typically takes between 2-8 business weeks. This shipping method does not offer tracking updates. However, it may take longer for the package to reach you if your country decides to hold your package in customs.
    • USPS International Economy Shipping - this shipping method is available for many (but not all) smaller & lighter orders approximately 2 pounds. Transit time varies depending on location but typically takes between 1-3 business weeks. However, it may take longer for the package to reach you if your country decides to hold your package in customs. Tracking available for Canada, Great Britain, Germany, France, Italy, Spain, Australia, New Zealand, Singapore, Belgium, Denmark, Finland, Netherlands, Sweden, Switzerland, Ireland, Israel, Portugal, Croatia, Estonia, Gibraltar, Hungary, Latvia, Lithuania, Luxembourg, Malaysia, and Malta. Tracking is not guaranteed for other countries.
    • UPS Saver International Shipping - transit time typically takes between 3-6 business days. UPS offers live tracking updates. However, it may take longer for the package to reach you if your country decides to hold your package in customs.

    ATTENTION INTERNATIONAL CUSTOMERS:
    As per USPS and UPS, if duties or taxes are assessed regarding your package, most countries will collect a customs clearance and delivery fee from the recipient, in addition to the duties and taxes. This fee is authorized by international postal agreements to reimburse the delivery service for the costs it incurs in clearing the items through customs and collecting duties at the time of delivery. The duties, taxes, and fee, if applicable, are NOT included in the postage paid by the mailer.

    PLEASE NOTE:
    The customer is responsible for any additional shipping charges that may be necessary. If a customer gives us the wrong shipping address, and the item(s) are shipped, the customer is responsible for paying the new shipping amount once we receive the item(s) back to the underground lab.

    If you have any questions about shipping times, please email us.

    shippingans4What countries do you ship to?

    We currently ship to any country that USPS and UPS ships to.

    If you have any shipping questions, please email us.

    shippingans5How can I find out my tracking information?

    Once your order is shipped, a shipping confirmation email is emailed to whatever email you provided to us when you placed your order.

    Please check your email and then click on the tracking number link in your email that you will receive from USPS or UPS. Your tracking number will give you more information on your package. A tracking number may not update (and can say 'NOT FOUND') until the shipping company picks up your order and scans the package into their system.

    ATTENTION INTERNATIONAL CUSTOMERS:
    As per USPS and UPS, if duties or taxes are assessed regarding your package, most countries will collect a customs clearance and delivery fee from the recipient, in addition to the duties and taxes. This fee is authorized by international postal agreements to reimburse the delivery service for the costs it incurs in clearing the items through customs and collecting duties at the time of delivery. The duties, taxes, and fee, if applicable, are NOT included in the postage paid by the mailer.

    PLEASE NOTE:
    The customer is responsible for any additional shipping charges that may be necessary. If a customer gives us the wrong shipping address, and the item(s) are shipped, the customer is responsible for paying the new shipping amount once we receive the item(s) back to the underground lab.

    If you have any questions about your tracking information, please email us.

    shippingans6I didn't receive my shipping confirmation email!

    If you did not receive your shipping confirmation email with your tracking number from Stamps.com (USPS) or UPS when your order was shipped, we can resend it to you!

    Your shipping confirmation email is automatically sent to the buyer email that is provided to us when your HeroMart order is shipped. Please make sure you have checked your junk/spam box in case your email filtered our email there by mistake and that you are accepting all emails from @battleon.com and @heromart.com.

    If you need a shipping confirmation email resent to your buyer email, please email us and let us know!

    shippingans7What if I never receive my order?

    We understand that sometimes orders can be lost and we apologize. We do not have any control over USPS or UPS, how long an order takes to arrive, or if it is lost in the mail.

    However, we are always willing to work with our customers to come up with a resolution if you have a lost package. If your order was shipped and the allotted shipping time for your location has passed, including any custom hold times if you are outside the US, we may be able to work out a solution with you which may include reshipping the order.

    If we did ship you your order and your address is incorrect, the package was unclaimed, the package was attempted to be delivered and was not accepted or the packaged was returned to us for any other reason, we will be happy to reship your order after shipping is paid again. We did ship your order in good faith that you provided the correct address and would receive and accept the package. Please read our Refund and Return Policy for more information.

    If you check your tracking information and your order was sent to the correct address and was delivered, please check with any family members, household members or neighbors to see if they have your package.

    If you have not received your order and the allotted shipping time has passed, please email us so we can investigate what happened to your order and further assist you.

    shippingans8My order was shipped but my address was incorrect!

    If your order was already shipped and you realize the address you gave us was wrong, we can help!

    Before your order can be reshipped, we will have to wait until we receive your order back to our office. You will have to pay for shipping again, as we did ship your order in good faith and were not informed that your address was incorrect before the order was shipped out. We can email you an invoice for the reshipping fee and once you repay for shipping and your address is updated, we will reship your order for you! Please read our Refund and Return Policy for more information.

    If you need to update your address with us or have any questions, please email us.

    shippingans9What if I was shipped the wrong order or item?

    We apologize if you were accidentally shipped the wrong order or item! All HeroMart orders are manually packaged and human errors can happen.

    If you were shipped the wrong order or item, please email us so we can assist you and make sure you correctly receive everything your ordered.

    shippingans10What if I received my order but items are missing?

    We apologize if you are missing an item or items in your order! All HeroMart orders are manually packaged and human errors can happen.

    If you are missing an item or items in your order, please email us so we can assist you and make sure you correctly receive everything your ordered.

    shippingans11My shipping question has not been answered!

    Is your shipping question not answered in the HeroMart Shipping Help Pages? Please email us so we can add your question to our help pages, especially if it is a question that other customers have.

    If you did have a Payment & Account, Product or Game Code question or issue, please visit those help pages.


    Payment & Account Help

    If you purchased a HeroMart item and are having a payment or account issue, we are here to help! How to pay, what payment methods are available, address issues and other payment and account issues are addressed here. If you do have a payment or account issue, please read through our help pages and you can email us if you need additional help.

    paymentans1What Payment Methods can I use?

    HeroMart accepts PayPal – the fastest, easiest and most accessible payment method in the world! You can choose to pay with a PayPal account, a credit/debit card or PayPal's Bill Me Later option.

    We are sorry, we do not offer any other payment methods currently. We are looking into alternative payment methods so we can offer our customers more options in the future!

    Please note, PayPal does not usually accept any kind of gift or pre-paid credit/debit gift cards. This is because they do not have any identifiable billing information. If you can register your billing address with the card issuer, you may be able to use it. Please contact PayPal directly via their Help Center if you have any questions about this.

    If you have any questions about HeroMart's payment methods, please email us.

    paymentans2How do I make a HeroMart payment?

    Confused on how to purchase a HeroMart? No worries – we will guide you step by step on how to make a HeroMart payment so you can have your very own HeroMart item sent to your front door!

    Here are the steps on how to make a HeroMart payment:

    1. Go to www.HeroMart.com
    2. Select which HeroMart Product you would like to purchase
    3. Make sure and choose the correct size, quantity or option you would like
    4. Click the Add to Cart Button
    5. If you are not done shopping, please click Continue Shopping
    6. If you are done shopping, click Go to Checkout. You can also get a shipping estimate and write a note for your order.
    7. Review your order so you make sure you chose the correct product(s), size(s), quantity and option(s)
    8. Enter your contact email address and your billing information and check or uncheck the box if you want your order shipped to your billing address or not
    9. Click Continue to Next Step
    10. Enter any discount codes (if applicable), choose your shipping and choose if you would like to emails from HeroMart
    11. Click Complete my Purchase
    12. Please login to your PayPal account or choose to pay with a debit or credit card (you may be prompted to Checkout as a Guest which will allow you to pay with a debit or credit card)
    13. If you choose to pay with a PayPal account, after logging in, please review and confirm your order. You can either choose to use Bill Me Later or you can click the Confirm and Pay button
    14. If you choose to pay with a debit or credit card, please fill out all of the information requested and click Review and Continue
    15. Once you review your order and it is correct, click to Pay
    16. Once your payment is approved, you will receive a confirmation email of your payment! You will receive another confirmation email once your order is shipped!
    If you have any questions or issues regarding a HeroMart payment, please email us.

    paymentans3How do I add something else to my completed order?

    Unfortunately, we have no way to add an item to a completed order. Please make sure you choose carefully what you would like to order. If we already shipped out your order, then you will have to place a new order if you would like to purchase another item.

    If you place an order and do want to add something, please email us immediately so we can cancel your order so you can redo it.

    paymentans4What is your Refund and Return Policy?

    HeroMart's Return/Refund Policy is for all HeroMart products, including physical products and Artix Points Gift Certificates.

    Refund Policy:

    • HeroMart has a 120 day Refund Policy for orders that have unused in-game items. This means if you order a HeroMart item and did not use the item or redeem the game code for in-game items, we will be happy to refund you for the purchase amount after you ship back the product with the game code.
    • We cannot refund shipping on any order that was shipped in good faith. This means we shipped your order with the assumption you gave us the correct address and you would receive and accept the order. If your order is returned to us due to an incorrect address, the package was unclaimed, the package was returned to us (return to sender) or there is some other issue where your package could not be delivered and it was shipped back to us, you are welcome to repay us for shipping or we can refund you for the purchase price only.
    • If you no longer want the product(s) or a payment is unauthorized and the order was already shipped, you will have to wait to receive the order and then choose to return to sender. We can only refund for an order in which we have received all product(s) back, the package is unopened, and any in-game codes have not been used. Any and all associated Artix game accounts may be disabled due to any refunds or disputes.

    Return Policy:

    • All returns must be approved in advance by HeroMart. These may be approved by phone, email, or postal mail.
    • Opened items are not eligible for return, except in the case of damage or defect, and then only refunded with prior approval and unused in-game codes. If the codes have been used, the item is not eligible to be returned for a refund.

    Damaged/Defective Products:

    • If you order a HeroMart product and it arrives to you damaged or is defective, please let us know immediately so we can contact the shipping company you used and our manufacturer and investigate. We will be happy to work with you to come up with a solution for your issue.
    • If you order a HeroMart product, it arrives to you intact, but then breaks or is damaged later on by mistake or accident, or some other means, please let us know so we can investigate and see if you are eligible for a replacement. Our 120 Refund Policy does still apply, so if it has been past 120 days since you purchased the item, it cannot be returned for a refund.

    Artix Points Gift Certificates:

    • Any physical Artix Points Gift Certificates are not eligible to be refunded once the Gift Certificate has been shipped and received and redeemed by using its gift code and any other codes included. Any and all associated Artix game accounts may be disabled due to any refunds or disputes.

    If you have any questions regarding HeroMart's Refund/Return Policy, please email us.

    paymentans5I have a Payment Dispute!

    A payment dispute means the person who made the payment or the person whose financial information was used contacted their credit/card company and bank and PayPal and stated they did not make the payment or there was some other kind of issue.

    The most common reasons a payment is disputed is:

    • The person who made the payment or the person whose financial information was used contacted their credit card company/bank, PayPal or us and stated they did not make the payment and/or stated it was unauthorized or fraudulent
    • The order was not received yet and is either still in transit or is being held by customs
    • The payment was disputed by accident because the person who made the payment or the person whose financial information was used did not recognize the payment on their financial statement
    • There was not enough money in the credit card, bank account or PayPal account
    • There was a duplicate payment and the person who made the payment or the person whose financial information was used disputed the payment instead of contacting us for a refund
    • PayPal put a hold on the payment for some reason

    There are several types of disputes including a chargeback, claim or inquiry. Here is more information about PayPal's disputes:

    • A chargeback is the most serious kind of dispute as this mainly means the payment was disputed as unauthorized or fraudulent. We take any kind of unauthorized or fraudulent payments very seriously as this usually means a credit/debit card or PayPal account was stolen. Making an unauthorized/fraudulent payment is against HeroMart's Terms & Conditions Any associated Artix/Game Accounts are disabled when any HeroMart disputes are received until the dispute is resolved.
    • A claim (usually an unauthorized claim) is when the buyer is claiming the payment is unauthorized or there is some other kind of issue. PayPal places the payment on hold until the claim is resolved.
    • An inquiry is when PayPal places a payment on hold as there seems to be some kind of issue. Usually we do not know why an inquiry is opened and the payment is on hold until the inquiry is resolved.

    If we were contacted by a person whose financial information was used without their permission, we do issue refunds as per our Refund and Return Policy. All associated accounts are also disabled.

    If you have any questions about a dispute, please email us.

    paymentans6How to Resolve a Payment Dispute

    If you did dispute a HeroMart payment and would like to resolve it, here is how! To resolve a dispute, it first depends on what kind of dispute you had - a chargeback, claim or inquiry.

    Here is the action HeroMart takes with each of these kinds of disputes:

    • When we receive a chargeback, PayPal requires information to be sent about the payment so they can investigate with the credit card company/bank. All associated Artix/Game accounts are disabled. The payment is on hold and it is up to PayPal and the credit card company/bank if they payment is refunded or not.
    • When we receive a claim or inquiry, the payment is put on hold and if we have not shipped out the order, the order will be put on hold until the claim is resolved. We will investigate on our end and call the buyer if they are in North America (the US, Canada, Mexico) or email if the buyer is in another country to resolve the issue. If we cannot get a hold of a buyer via phone, we will email them.

    If you had a chargeback or the claim/inquiry could not be resolved and your payment was refunded, here is how to resolve the issue:

    • If you had a chargeback or unauthorized claim where the payment was unauthorized/fraudulent, PayPal has most likely banned you from making any future payments to HeroMart. If you want to have your Artix/Game Accounts reinstated, you will have to pay us back for the HeroMart payment that was disputed plus shipping. If you had a chargeback, you also have to pay us a $10 chargeback fee. PayPal charges us $10 whenever a chargeback is initiated with them.
    • If you had a claim or inquiry and your payment was refunded and your order was not shipped yet, you can go ahead and make a new payment if you would still like to purchase what you had ordered.
    • If you had a claim or inquiry and your payment was refunded and your order was shipped, the only way we can further assist you with the order or any disabled Artix/Game accounts is if you return the order to us. Please return to sender or you will need to pay to ship us back the order. Once we have received the order and confirm that the products/codes are unused, we can continue to assist you.

    If you are having a payment dispute that is not addressed here, we are happy to assist you on a case by case basis.

    If you have any questions about a dispute including how much you owe, please email us.

    paymentans7Disabled Account Recovery Form

    If you would like to pay us back for a disputed/charged back/refunded HeroMart payment, the only payment method we accept is a Money Order to be mailed to us directly.

    Please make sure to include this information with your payment:

    • Artix/Game Account Name(s):
    • Player Email address associated with the account(s):
    • Buyer Email address associated with the account(s) and payment(s):
    • Total amount owed, including any fees: $
    • Your HeroMart Order number(s)
    • Please explain your payment issue in detail:

    You can also include any copies of email conversations you had with us as this will help us process your repayment faster.

    Please mail this form and your Money Order payment to:

    Artix Entertainment, LLC
    Attn: HeroMart/Artix Customer Support
    Disabled Account Recovery
    P.O. Box 2005
    Land O' Lakes, Florida 34639

    If you have any questions about a dispute including how much you owe, please email us.

    paymentans8I didn't receive my payment confirmation email!

    If you did not receive your confirmation email when you placed your order, we can resend it to you!

    Your payment confirmation email is automatically sent to the buyer email that is provided to us when a HeroMart payment is made. Please make sure you have checked your junk/spam box in case your email filtered our email there by mistake and that you are accepting all emails from @battleon.com and @heromart.com.

    If you need a payment confirmation email resent to your buyer email, please email us and let us know!

    paymentans9What if I gave you an incorrect address for my order?

    If you placed your order and the address you gave us was incorrect, we can update it for you!

    If we have not shipped your order yet, please email us your correct address so we can update it for you so we can make sure and send your order to the correct location.

    If we already shipped your order, you will have to wait until we receive your order back to our office. You will have to pay for shipping again, as we did ship your order in good faith and were not informed that your address was incorrect before the order was shipped out. We can email you an invoice for the reshipping fee and once you repay for shipping and your address is updated, we will reship your order for you! Please read our Refund and Return Policy for more information.

    If you need to update your address with us or have any questions, please email us.

    paymentans10My payment failed or was declined, what do I do?

    If you tried to make a payment to us via PayPal with a credit/debit card or a PayPal account, and received a message that the payment failed or declined, this means that something happened when you were trying to make the payment which prevented it from being accepted.

    The most common reason a payment fails/declines is:

    • Entering wrong information including billing address, credit/debit card information

    Other common reasons your payment won't go through are:

    • Reaching PayPal's monthly purchasing limit
    • There is an issue with your bank/credit card account; not enough money, for example
    • You are entering a billing address in one country but are physically in another
    • There is some other issue with your location, billing address, card or financial accounts

    If you are using a debit card, you may see a pending charge which means that the banking system has put a temporary hold on the funds. This is called a pre-authorization, and it means the bank will return that money to you once they confirm the payment was declined.

    Here are some Frequently Asked Questions regarding failed/declined payment attempts:

    Q. When will my pre-authorization drop off?
    A. Most pre-authorizations in the US will drop off in 5 business days or longer, depending on your financial institution. Most pre-authorizations outside of the USA will drop off in 5-10 business days. Holds in Australia or New Zealand can take 30 days or longer.

    Q. What happens if I keep trying to make a payment and it fails?
    A. If you attempt to pay multiple times and your payment attempts fail/decline, you will see multiple holds/pre-authorizations if you are using a debit card. A failed payment or other payment issue can also occur when you abandon a payment (start but do not finish making a payment) or click the BACK button on your browser.

    Q. Can I use a pre-paid/gift credit/debit card?
    A. Pre-paid or gift credit/cards are usually not accepted by PayPal as there usually is no identifiable billing information. If you can register a billing address, then the card may be accepted. If you cannot, most likely the payment attempt will fail/decline and you will see a pre-authorization.

    Q. I entered the wrong billing address when attempting my payment, how can I enter the correct one?
    A. When attempting to make a payment, if you enter an incorrect billing address, you should be able to go back and enter the correct address before attempting your payment again, or you will need to update it with PayPal.

    Please contact PayPal directly via their Help Center if you need to find out exactly why your payment failed or was declined.

    If you have any questions, please email us.

    paymentans11I got a error message when trying to order, help!

    If you are having a cart issue such as "session expired" or receiving another error, here are some things to try to fix your issue:

    • Reload/refresh your browser
    • Clear any cache/cookies/temporary internet files
    • Check your browser settings for any changes
    • Try a different browser or computer

    The browsers we recommend using for HeroMart are Firefox, Google Chrome or Internet Explorer.

    If you have tried all of the above and still have an issue ordering, please email us.

    paymentans12Is your site secure?

    Our site, www.HeroMart.com is completely secure! We don't use any pop ups, external advertisements, or anything else that would slow down your computer or give you any viruses.

    We use PayPal to process our orders, which is one of the safest payment companies. Since all of our payments are made via PayPal, HeroMart never receives any financial or credit/debit card information. We can only receive a payment and cannot charge a customer for a payment.

    We recommend always keeping your browser and computer up to date, especially when ordering anything online.

    If you have any questions about our site, please email us.

    paymentans13How do I create a HeroMart account?

    Coming soon!

    paymentans14My payment or account question has not been answered!

    Is your payment or account question not answered in the Payment & Account Help Pages? Please email us so we can add your question to our help pages, especially if it is a question that other customers have.

    If you did have a Shipping, Product or Game Code question or issue, please visit those help pages.


    Game Code Help

    If you have a question or issue with a HeroMart in-game code, we are here to help! Finding, receiving and redeeming an in-game code and other game code questions/issues are addressed here. If you do have a game code issue, please read through our help pages and you can email us if you need additional help.

    codeans1What is an in-game code?

    Nearly all products purchased at HeroMart include in-game codes that can be redeemed to unlock exclusive in-game items! Some codes can even be used to unlock items in multiple Artix Games! Please see individual HeroMart product descriptions for more information.

    Please note, a in-game item code can only be obtained by purchasing the HeroMart product it comes with. You cannot purchase a code individually. We also do not allow codes to be shared, traded, sold or gifted. If you are found to have a code that is not yours, your Artix/Game Accounts may be banned. We also cannot remove a code from an account once it is redeemed.

    If you have any questions about an in-game code, please email us.

    codeans2Where can I find my in-game code?

    Where an in-game code is located for a HeroMart item depends on what the specific item is. Sometimes the code is printed on a card and included with the HeroMart order. Other times the code is already printed on the HeroMart item.

    Here are some examples of where to find a HeroMart in-game code:

    • For T-shirts, posters, calendars, art prints, novels and other miscellaneous items such as mugs and mousepads, the code is printed on a card and included with your order.
    • For action figures and card games/expansions, the code is printed on a card and is located within the item's packaging.
    • For sketchbooks and most CD's, the code is printed on the front cover or front insert.

    If you have any questions about an in-game code, please email us.

    codeans3How do I redeem my in-game code?

    Are you confused on how to redeem your in-game code? We are here to help!

    Once you receive your HeroMart order with your in-game code(s), if the code comes separately on a card, there will be instructions on how to redeem the code.

    If you redeem your code via the AdventureQuest Worlds Site, you do have to have an AQWorlds account and login to it.

    If you redeem your code via our Portal Site to your Artix Account for multiple Artix games, you do have to have an Artix Account created and your Artix Game Account(s) linked to the Artix Account. If you need help linking a game account, please visit the How to I link/unlink accounts? Help Page via the Portal Help Pages.

    As of August 1, 2016 - HeroMart is implementing a new way to redeem in-game codes! Introducing *HeroPoints* - HeroMart's special in-game currency! One HeroPoint = $5. Any new products released by HeroMart for the end of July/early August will receive a special code to redeem for HeroPoints that you can redeem for special exclusive in-game items in AdventureQuest Worlds. You now get to choose what items you would like to receive in HeroMart's special in-game shop. And because shipping can be costly, the HeroMart team may add a few extra HeroPoints to your order as a way of saying "thanks!" Other games will use HeroPoints soon! You can read the AQWorlds Design Notes post here for more info!

    For any HeroMart products released prior to end of July/early August 2016, once you redeem your code, your in-game item(s) will be automatically placed in your character's inventory or if you are redeeming your code for AQWorlds, you will have to go to your Book of Lore, click on Badges, and then click on HeroMart Badges. Click through with the arrow to find your in-game item shop!

    If you have any questions about an in-code or how to redeem one, please email us.

    codeans4I didn't receive an in-game code, what do I do?

    If you purchased a HeroMart item and did not receive your in-game code, do not worry!

    If you ordered a HeroMart item that came with a separate code card, please check your package again in case your code card is still in the package or fell out. It is also possible your code card is wrapped inside your HeroMart item, especially if it is a shirt.

    If you checked again and there is still no card code, please let us know so we can email you a new code. Please email us and send us all of the information we request so we can assist you!

    codeans5What do I do if my in-game code doesn't work?

    If you received your HeroMart item with the in-game code, redeemed it, and the code doesn't work, there could be several reasons why.

    Here are some reasons your code may not be working:

    • Please make sure you entered the correct code to the correct place. The card or packaging your code is printed on will have instructions.
    • It is possible that you already redeemed your code and forgot. Please check your other game accounts to see if you redeemed it to another account.
    • If the code belongs to someone else, they may have already redeemed it to their own account(s). Please note, we do not allow codes to be shared, traded, sold or given away to someone else.

    If you followed all of the instructions to redeem your code and have not already redeemed it, please let us know so we can email you a new code. Please email us and send us all of the information we request so we can assist you!

    codeans6Can I use an in-game code more than once?

    You can use the same in-game code again, but only one time for each game.

    For example, if you purchased a HeroMart item that has in-game items for more than one Artix Game, such as AdventureQuest Worlds and DragonFable, if you redeem your code for AQWorlds but not for DragonFable, you can go back later and redeem the code again for DragonFable.

    If you already redeemed your code for one game, you cannot redeem it again and can only receive one specific in-game item once.

    If you have any questions about an in-game code, please email us.

    codeans7What if I redeemed my code to the wrong account?

    When you redeem your in-game code, please make sure you login or choose the correct account you would like to receive the in-game item(s) for. Also make sure you choose the correct character, if you have that option.

    If you accidentally redeemed your code to the wrong account, please contact us immediately and we may be able to remove the code so you can redeem it again for the correct account. However, if you do wait too long to contact us, we may be unable to assist you.

    If you do redeem your code to an account and then decide later you want the code on another account, we are sorry, we cannot remove the code for you. Please make sure you choose which account wisely and contact us immediately if there are any issues!

    If you have any questions about an in-game code, please email us.

    codeans8Can I share, trade, sell or give away my code?

    We do not allow codes to be shared, traded, sold or given away. Codes can also not be transferred between Artix Game Accounts.

    If you purchase a HeroMart item for yourself, you can only redeem your code to your own Artix Game Account(s). If you purchase a HeroMart item for someone else as a gift, they can only redeem their code to their own Artix Game Account(s).

    If you are found to be sharing, trading, selling or giving away codes, your Artix Game Accounts and any other associated accounts may be banned.

    If you have any questions about an in-game code, please email us.

    codeans9Can I purchase an in-game code separately?

    We are sorry, the only way you can receive an in-game code is to purchase the HeroMart item it comes with. The HeroMart Staff work very hard to create the HeroMart items for you and the Artix Staff work very hard to create the in-game items for you.

    If you have any questions about an in-game code, please email us.

    codeans10Can I have my in-game code before I receive my order?

    The only way to receive an in-game code is to wait until your HeroMart item arrives at your address. We cannot give you an in-game code beforehand. You can only receive an in-game code with a HeroMart item, it is not available separately.

    If you are having a shipping question or issue, please visit our Shipping Help Section.

    If you have any questions about an in-game code, please email us.

    codeans11Can I get an in-game code for free?

    We are sorry, we cannot give you an in-game code for free. If there is a specific in-game code you would like, you have to purchase the HeroMart item it comes with.

    The HeroMart Staff work very hard to create the HeroMart items for you and the Artix Staff work very hard to create the in-game items for you. Those customers who purchase HeroMart products make it possible for HeroMart to continue to create new products!

    If you have any questions about an in-game code, please email us.

    codeans12My game code question has not been answered!

    Is your game code question not answered in the HeroMart Game Code Help Pages? Please email us so we can add your question to our help pages, especially if it is a question that other customers have.

    If you did have a Payment & Account, Shipping or Product question or issue, please visit those help pages.