FAQ  

Frequently asked questions

What are the benefits of Honduras?


Unlike many overseas janitorial manufacturers, the HeRO Tool Program produces the majority of its products in Honduras. Thanks to cheap cotton, Honduras is the "cotton capital of the world," and produces more socks and t-shirts than any other country. Often times, Honduran cotton manufacturers make production mistakes, resulting in unsaleable cotton scrap. The HeRO Tool Program purchases this scrap, and converts it into mop heads. Furthermore, HeRO purchases used soda bottles that are melted down into post-consumer polypropylene. This polypropylene is used to manufacture a wide assortment of mop connectors, broom heads, utility brushes, and other plastic-based janitorial supplies. Not only does this ensure all of our products are 100% recycled, it provides an enormous economic boost to the impoverished local economy. Lastly, given the geographic location of Honduras, we are able to deliver product to the United States, Canada, and Europe in a fraction of the time required by Chinese manufacturers. This enables our customers to carry less inventory, resulting in significant savings.




Can you customize products?


Yes! We are able to customize products to the exact specifications of our customers. Furthermore, we are able to develop new plastic injection molds. This enables us to manufacture virtually any product. ***product volume requirements apply***




Can you ship internationally?


Yes, we are able to ship products outside of the United States. To place an order being delivered outside of the USA, please contact our team at: 1-866-437-6526




How does your pricing compare to the competition?


We understand the importance of competitive pricing! That's why we have spent years developing a vertical supply chain in which raw materials are sourced directly from post-consumer and post-industrial waste. This means we are insusceptible to the volatility found in raw material price increases! This ensures our customers receive consistent, ultra-competitive pricing. Furthermore, with our primary manufacturing facilities located in Honduras, North American and European based customers can save thousands of dollars in shipping related expenses. On average, we save our customers 22.4% annually.




What does "HeRO stand for?


HeRO Imports takes its name from the Hunger Relief Organization (HeRO for short). Founded in 1992, the Hunger Relief Organization is a 501(c)3 non-profit that has been providing education and nutritional programs to children across the globe. Starting in 2006, the HeRO Charity partnered with the Honduran government to construct four schools. In addition to providing primary education, HeRO constructed adjacent kitchens to each school guaranteeing all students received a daily meal. In 2007, HeRO partnered with a third-generation janitorial manufacture to create HeRO Imports. With this partnership, HeRO Imports donates 20% of its net profits to the HeRO Charity. This program was an instant success, and resulted in the subsequent construction of five more feeding centers. You can learn more about the Hunger Relief Organization (HeRO) by visiting its website: www.hungerrelieforganization.org




What is your return policy?


Restocking Fees A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for commercial locations and 30% for residential locations. Returns for Commercial and Residential Customers All regularly stocked items, with the exception of consumable products, can be returned within 30 days of receipt, so long as they are unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. An applicable restocking fee will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.

If your original payment method was made by wire, check, or ACH you will be offered store credit or a check refund.

Return requests for Special Order products and products shipped direct from the manufacturer must be issued by our Customer Solutions Specialists. Not all Special Order items can be returned. Click here to learn how to create a return. Returns for Consumable Products We are unable to accept returned consumable products. This allows us to ensure the products are good to use, untampered with, and have adequate shelf life.




What is your shipping policy?


Address Change/Reconsignments If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address.

If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process.

Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees. Damaged/Missing/Lost Items - If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

  1. Note it clearly on the delivery receipt before signing
  2. Keep your copy of the delivery receipt
  3. Contact us within 1 business day
  4. Keep the damaged packing materials for inspection
  5. Take pictures of the damaged items and packaging

Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.

There are rare occasions where our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.




What is your privacy policy?


CCPA Notice Privacy Notice for California Residents This Privacy Notice for California Residents supplements the information contained in our general privacy notice and applies solely to all visitors, users, and others who reside in the State of California (”consumers” or “you”). We adopt this notice to comply with the California Consumer Privacy Act of 2018 (CCPA) and any terms defined in the CCPA have the same meaning when used in this notice.

Information We Collect
Our Website collects information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or device (”personal information”). In particular, our website has collected the following categories of personal information from its consumers within the last twelve (12) months: Category Examples

  1. Identifiers. A real name, postal address, email address, account name.
  2. Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e)).A name, physical characteristics or description, address, telephone number.
  3. Commercial information.Records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.
  4. Internet or other similar network activity.Browsing history, search history, information on a consumer’s interaction with a website, application, or advertisement.
  5. Inferences drawn from other personal information.Profile reflecting a person’s preferences, characteristics, psychological trends, predispositions, behavior.

Personal information does not include:
  1. Information excluded from the CCPA’s scope, like:

  1. Health or medical information covered by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Confidentiality of Medical Information Act (CMIA) or clinical trial data;
  2. Personal information covered by certain sector-specific privacy laws, including the Fair Credit Reporting Act (FRCA), the Gramm-Leach-Bliley Act (GLBA) or California Financial Information Privacy Act (FIPA), and the Driver’s Privacy Protection Act of 1994. WebstaurantStore obtains the categories of personal information listed above from the following categories of sources:
  3. Publicly available information from government records.
  4. De-identified or aggregated consumer information.
  5. Directly from you. For example, from forms you complete or products and services you purchase, name, postal address, email address, telephone number, and driver’s license for certain verification processes.
  6. Indirectly from you. For example, from observing your actions on our Website which includes products and purchase history.

Use of Personal Information
We may use or disclose the personal information we collect for one or more of the following business purposes:
  1. To fulfill or meet the reason you provided the information. For example, if you share your name and contact information to request a price quote or ask a question about our products or services, we will use that personal information to respond to your inquiry. If you provide your personal information to purchase a product or service, we will use that information to process your payment and facilitate delivery. We may also save your information to facilitate new product orders or process returns.
  2. To provide, support, personalize, and develop our Website, products, and services.
  3. To create, maintain, customize, and secure your account with us.
  4. To process your requests, purchases, transactions, and payments and prevent transactional fraud.
  5. To provide you with support and to respond to your inquiries, including to investigate and address your concerns and monitor and improve our responses.
  6. To personalize your Website experience and to deliver content and product and service offerings relevant to your interests, including targeted offers and ads through our Website, third-party sites, and via email or text message (with your consent, where required by law).
  7. To help maintain the safety, security, and integrity of our Website, products and services, databases and other technology assets, and business.
  8. For testing, research, analysis, and product development, including to develop and improve our Website, products, and services.
To respond to law enforcement requests and as required by applicable law, court order, or governmental regulations as described to you when collecting your personal information or as otherwise set forth in the CCPA.





Get in Touch!

1966 Newport Blvd, Costa Mesa, California 92627

info@herojanitorial.com |  Tel: (866) 437-6526

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