FAQ'S, Policies & Privacy Military Care Packages

Shipping: 

Our shipping is 100% free over $49 to anywhere in the U.S. or any APO/FPO (and only $9 below $49!)

We ship everything Priority Mail, so it gets there on a plane as quickly as possible.  We guarantee we get it to your service member in the fastest possible way: that's how well we know the military shipping system.

Returns:

If you are not 100% satisfied, we will credit you 110% of the purchase price. And the service member can keep the package for free.  It's part of our commitment to serving the Heroes who serve our country every day.

FREQUENTLY ASKED QUESTIONS

Who are you?

We are a veteran-run service who sells premium military care packages. We're the only company in the world focused on military care packages, run by military veterans, and dedicated to top quality care packages specifically created with military veterans in mind.

How do I enter in the shipping information?

FPO or APO should be in the "city" field, while the "state" is AE/AP or something similar.  The numbers at the end of the address should be in the zip code area.  A sample address would be: 

John Doe (name)

82nd Marines (Address line #1)

Unit 839 (Address line #2)

FPO (City) AP (State) 12345 (zip) 

If you have more lines than that, they can just follow in the address line. We check every address before mailing the package to ensure it conforms with shipping requirements, and if you order it wrong we fix it so it gets where it needs to go.  If you omit something important, we will reach out to make sure we get the right info!

My tracking information says my care package hasn't been delivered... Should I be worried?

Don't worry! USPS tracking doesn't extend outside of the military mail system, so while there is a "tracking number," it works differently than most tracking numbers we are used to-- it will never show "delivered" unless your care package is addressed somewhere in continental the United States.  The package will eternally say "in transit" to destination.

That's because we are really dealing with two mailing companies: USPS and Military Mail (APO/FPO). So when USPS hands it off to the military, they stop tracking it, and the military delivers it to the service member.  It can be frustrating, but the location of units is usually classified, so the military wants to avoid a system where they disclose when or where people get packages-- it would tell too much about where each unit is, and give away too much information about troop movements.

The most common location of exit is Chicago, so if your tracking information ends there, that usually means it was safely handed off to the military.  The city can change depending on the unit, and is routed to a number of different cities. 

The best way to find out if your service member got the package is to reach out to them directly! Remember, it can take up to 45 days to get a care package to a service member, because sometimes deployment schedules require packages to sit and wait for a unit to arrive from a mission.  We include a self-addressed stamped postcard in each care package for the service member to write back, so hopefully they take advantage and let you know themselves!

Can I donate a care package? 

Yes!  Help us meet our mission of getting care packages to service members around the globe.  Simply order a donation box here, and we will send it to a service member in the branch of your choosing.  If you'd like to include your address, we will put that on pre-paid and pre-addressed postcard so the service member can write you back their thanks.

Can I write a note to my service member? 

Of course!  And we don't have any of those pesky 160-character limits! If you want to write a whole letter, go for it!  It's your way of letting the veteran know you're thinking about them.  We will include the letter in the box that we mail to the veteran.

What if I want to buy multiple care packages for one person? Will you ship each one in a separate box, or all together?

We allow people to buy multiple care packages, and we simply place them into one larger box. If you have cards from multiple people, or multiple photos, we add them in as well. This is done largely to deter theft. Sometimes, if someone gets 3 or 4 boxes at once, one of them is more likely to "disappear" because they're seen as more fortunate. But someone who only receives one care package is less likely to have their care package stolen. Although most service members are honest and don't steal from others, the packages are often delivered in piles, and a large pile for one person can become an easy target for thieves. We try to avoid that outcome as much as we can!

Are you veteran-owned? 

Hero Care Packages is 100% veteran owned and veteran operated.  That means that we have the expertise you need to make sure that you're getting the best quality product to the service member. 

How do you get such a great deal on boxes?  

It's not easy.  We buy low, we negotiate, and we partner with as many companies as we can to get rock bottom prices.  Our rotating box stock allows us to maintain a high care package quality while still giving you a low price-- and saving you the hassle of sending out those packages on your own.

 How long will it take to get to my service member? 

We ship everything priority mail.  We ensure it's put on a plane to your service member, while many conventional delivery options still travel by boat (and sometimes take months to arrive).  Even so, delivery times are inherently unpredictable due to service schedules and logistical support.  We tell people to expect 2 - 3 weeks, but many are often pleasantly surprised when it gets there earlier.  We do everything we can on our end to ship it as quickly as possible after receiving the order. 

CARE PACKAGE INSURANCE

One of the most annoying things about sending a care package is the risk of it getting lost. We get it, which is why we send every care package with insurance for up to $50.

If it's been a minimum of 3 weeks (and we recommend 2 months, just in case things get re-routed!) simply go to this link, click on "domestic shipments" and then "scroll to the bottom and click the blue "start online claim" button. Enter your information, including the shipping and tracking number, and fill out the claim form. They'll deposit money in your account for the value of the package once they investigate on their end. It's THAT simple.

 

 

PRIVACY STATEMENT

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at customerservice@herocarepackages.com.

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - HOSTING

Our store is hosted on BigCommerce Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Hero Care Packages stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
Google analytics:
Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


SECTION 7 - AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 8 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at customerservice@herocarepackages.com or by mail at
Hero Care Packages
[Re: Privacy Compliance Officer]
1102 Manning Street, Suite 201, Philadelphia Pennsylvania US 19107
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