Frequently Asked Questions

We’ve gathered our most commonly asked questions here, so you can get help quickly. If you can’t find what you need here, you can always turn to our customer support at shop@herobility.com.

If you wish to cancel or change your order, contact customer support as soon as possible! If our warehouse has already processed your order, it's not possible to cancel it. In that case, you'll have to return it.

You have full right of return within 14 days of receiving your products, provided that the packaging is still sealed and the products are returned in an intact state. Your right of withdrawal does not apply to products sold at a discounted price. When making a return, send an email to shop@herobility.com for a return slip. Note that we cannot send the return slip by mail. The cost of the return slip (49 SEK) will be deducted from the refunded value of your product. If you are purchasing from a country outside of Sweden, you are responsible for paying the cost of the return or exchange yourself, with the exception of possible damages caused by transport.

Ordering from Herobility is safe and easy. In Sweden, we provide the following payment options: - Klarna with Klarna Direkt and Buy first, pay later - Card payment with Visa, MasterCard or American Express - PayPal Outside of Sweden, we provide the following: - Stripe - PayPal Each completed order will prompt an order confirmation to be sent to your email. The most common reason for not receiving this order confirmation is mistakenly entering the wrong email address, or the order confirmation being sorted as Spam.

If you have a discount code, you can use it by entering it at checkout (on mobile, the discount code field can be found under Order Summary). Please note that many of our discount codes feature specific limitations and/or time limits. If you have a question regarding a specific code you can contact customer support at shop@herobility.com

We will dispatch your order within 1-3 business days. During a campaign or sale, handling time may increase. Please note that handling time is not the same as shipping time. Once we have handled your order, delivery time is then added. In Sweden, Denmark and Finland, all orders are sent with Bring (1-3 business days). In the United States, delivery time ranges from 1-7 days with Fedex. In other countries, we deliver packages with the following providers. Please note that delivery time may vary outside of Europe: - FedEx Economy (3-6 days) - FedEx Priority (2-3 days)

If the package returns to us as an uncollected order, we reserve the right to charge a fee of $25 / 25 € / 250 SEK to cover fees and administrative costs.

Sweden, Denmark and Finland: 14 days.
Rest of the World: 14-20 days.

The same day we send out your order, you will receive an email with information regarding your delivery. In the email, you will find a link with relevant tracking information. If the package hasn’t arrived within the stated shipping time + 2 days, we recommend contacting Customer Support at shop@herobility.com, so we can look into it.

Handling returns normally takes 1-2 weeks. When the return has been registered, we will refund you or update your invoice.

To avoid disappointment, we want to note that the products placed in the cart are not automatically reserved for you. So make sure to complete your purchase as soon as possible – otherwise the product may be sold out before you have a chance to buy it.

After receiving feedback from our customers, we've updated the teat so it has 2 valves instead of one. The difference is that when using the version with one valve, that valve needs to be be pointing upwards when using the bottle. The one with 2 valves can be pointed either way. During this transitional period, there may be orders containing both versions, but other than the valves, there is no difference between the products and they can both be used safely.

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