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 the right to return your purchase until 14 days after receiving your order, provided you have not used the product or opened the product package and that it is returned in an undamaged condition. When returning the product you must provide the cost of shipping. Please note that it must be sent as a business package, we are not able to retrieve parcels from post offices, if the package goes to a post office it will be returned to you as a sender.

You must pay the cost of shipping yourself in case of returns or exchanges (you need to send it as a business package), with the exception of misdeliveries or any damages upon delivery.

When handling returns, we apply the Swedish Consumer Sales Act of Sweden.

If you want to return your order, first send and email to shop@herobility.com. including the word “return” in the subject line, describing what you want to return. Place a note with your order number, your name, and reason for returning in the package and send it to:

Smartshake AB
Järnmalmsgatan 2
SE-721 32 Västerås
SWEDEN

When we have received your return and it is approved, the money will be returned to your account as soon as possible.

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:
- Card payment with Visa, MasterCard or American Express
- 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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