Last updated 2 November 2026

Delivery and returns

How delivery works, and what happens if something is not right.

Where and when

• We deliver everywhere in Lebanon, Monday to Saturday.
• You choose a morning (9am to 1pm) or afternoon (1pm to 6pm) slot. Our driver calls before arriving.

Delivery fees

• Plan and subscription boxes: always free.
• One-off orders: $3 per delivery. One-off items added to a subscription box travel free with it.

Partner deliveries

• A few products are prepared and delivered by our partner rather than packed in your Hero Bowls box. They are marked "Delivered by" the partner across the site, in your basket and on your order.
• PawPots fresh meals and diets arrive frozen, in their own delivery. You order and pay with Hero Bowls, and we confirm the delivery time with you on WhatsApp.
• The same delivery fees, returns and refund terms apply. Frozen food cannot be returned once delivered, unless there is a problem with its quality.

If you are not in

The driver will call. If we cannot reach you, we will arrange the next available day with you.

Damaged, wrong or missing items

Tell us within 48 hours of delivery, with a photo, and we will replace the item or refund it.

Returns

• Unopened products in their original condition can be returned within 7 days of delivery for an exchange or a refund. We will collect them with your next box, or arrange a pickup.
• For hygiene reasons we cannot take back opened food, unless there is a problem with its quality.
• If your pet will not eat a food, tell us. We will help you switch to another one in the next box.

Refunds

Refunds go back the way you paid (cash, Whish or OMT) within 7 days of us agreeing the refund.

Changing or cancelling a box

Skip, pause, move or cancel a box from your account until 3 days before delivery. After that it is being prepared. Contact hello@herobowlslb.com or WhatsApp +961 79 450 883 (every day, 8am to 10pm) if you need help.