Shipping policy
SHIPPING POLICY
At Hero Care Packages, we are honored to serve the men and women who serve our country. Please read our shipping policy carefully, as military mail shipments operate differently from standard domestic orders.
---
DOMESTIC SHIPPING
Orders shipped to standard U.S. addresses are sent via USPS and typically arrive within 5–10 business days from the date of shipment. Tracking information will be provided via email once your order has shipped.
---
APO/FPO/DPO MILITARY MAIL — WHAT YOU NEED TO KNOW
We proudly ship to APO, FPO, and DPO addresses to ensure care packages reach our service members wherever they are stationed. However, military mail works differently than regular domestic shipping, and we want to make sure you understand what to expect.
What are APO/FPO/DPO addresses?
APO (Army Post Office) — Used by Army and Air Force personnel.
FPO (Fleet Post Office) — Used by Navy and Marine Corps personnel.
DPO (Diplomatic Post Office) — Used by personnel at U.S. embassies and diplomatic missions.
How military mail is delivered:
All APO/FPO/DPO shipments must go through USPS. We cannot ship to military addresses via UPS or FedEx.
Once your package enters the military mail system, it is transferred from USPS to the U.S. military postal service. At this point, tracking updates may slow down or stop entirely — this is normal and does not mean your package is lost.
Delivery times to APO/FPO/DPO addresses vary widely depending on the service member's location and current deployment. Typical transit times range from 2 to 8 weeks, though remote or deployed locations may take longer.
Weather, military operations, and mail volume can all affect delivery timelines. These factors are outside our control.
Some restricted areas may have limitations on what items can be received. It is the customer's responsibility to verify any restrictions before placing an order. If you are not sure if your shipped address is restricted, please contact us and we can reveiw the address.
We ship APO/FPO/DPO packages with the best available USPS service. Once we hand the package off to USPS, we have done our part — the military mail system takes it from there.
---
TRACKING INFORMATION
Tracking is provided for all shipments at the time of dispatch. Please be aware of the following limitations:
USPS tracking for APO/FPO/DPO packages often stops updating once the package enters the military mail system. A lack of tracking updates does not mean the package is lost.
USPS tracking records are only retained for a limited time. After approximately 120 days, tracking numbers may return an error or show as invalid in the USPS system. This is a USPS data retention limitation, not an indication that anything went wrong with your shipment.
---
DELIVERY ISSUES & LOST PACKAGES
If you believe your package was not delivered, please contact us at your earliest opportunity. We review each situation on a case-by-case basis and will do our best to help.
Important: We are only able to investigate delivery issues reported within 45 days of the shipment date. After 45 days, we are unable to open a claim with the carrier, and tracking records may no longer be accessible. We strongly encourage you to reach out as soon as you have a concern — the sooner we know, the more we can do.
---
PACKAGES SHOWING "DELIVERED"
If your tracking shows a status of Delivered but you have not received your package, please contact us and we will review your situation. We take these reports seriously and handle them on a case-by-case basis.
Please note: once a carrier confirms delivery and 45 days have passed from the shipment date, our ability to investigate or take further action is limited. We encourage you to also check with neighbors, your installation's mail room, or your unit's mail clerk, as packages are sometimes held or signed for by another party.
---
CONTACT US
If you have questions about your shipment or need to report a delivery issue, please reach out to us as soon as possible. We are here to help and will always do our best for the heroes we serve.