Frequently Asked Questions

What’s new on Hero’s Pride?

The new Hero’s Pride experience includes improved navigation and search, redesigned product pages, a new Design Request experience, streamlined cart and checkout, a unified account dashboard, improved quoting, new custom product types, and updated customer communications.

[Watch our walkthrough videos]

Do I need to create a new account?

No. Your existing Hero’s Pride account has been moved to the new experience.

However, you will need to reset your password the first time you sign in after launch.

Why do I need to reset my password?

Hero’s Pride accounts have been moved to the new platform. As part of that transition, you'll need to establish a new password before signing in to your account.

 

Finding Products

How has Hero’s Pride search changed?

Hero’s Pride now uses a new search experience designed to help you find products and content faster.

Search includes helpful features such as search-as-you-type suggestions, related searches, synonyms, and curated results.

What can I find through search?

Search results can include products, website pages, blog posts, and Dealer resources.

How has product browsing changed?

Products now have improved categories, subcategories, filters, product badges, and inventory indicators to help you find and evaluate products more easily.

 

Product Pages

What changed on Hero’s Pride product pages?

Product pages now use a consistent layout that makes it easier to find product imagery, pricing, options, availability, recommendations, and other important information.

How long does it take for Hero's Pride to provide pricing?

Stock product pricing is available immediately and for custom products, after you begin designing your product you will see the pricing estimate update in real time.

Will pricing change when I select different options?

Yes. For products with variable pricing, the displayed price updates as you select different options.

Can I see inventory availability?

Where inventory information is available, product pages and product cards may show In Stock, Low Inventory, or Out of Stock status.

What custom products are available?

In addition to our custom metal badges, pins, coins and letters, Hero’s Pride now offers you the ability to design your own custom patches and transfers directly on the site with our new custom design tool.

 

Design Requests & WEVision

How do I start a custom design?

For eligible products, start designing a custom product directly from the product detail page. You can also select our new Start Designing button directly in the top navigation bar.

What is WEVision?

WEVision is an AI-powered artwork assistance and simulation experience. It can identify potential artwork quality issues, suggest improvements, and help optimize or vectorize artwork.

Can WEVision automatically improve my artwork?

When appropriate, WEVision can optimize or vectorize uploaded artwork. You can also choose to skip the automated optimization and continue manually. This is typically not recommended because it may increase production time or order cost.

Can I see what my product will look like before submitting my Design Request?

Yes. WEVision provides a digital preview of your design on the selected product.

The preview is intended as a visual simulation and may not exactly match the final manufactured product.

What if my artwork doesn't upload successfully?

You'll receive clear guidance when there is an issue with your artwork upload, such as an unsupported format, insufficient quality, or a processing problem.

Why do I need a digital proof?

Purchasing a digital proof ensures the design is generated accurately, but you may forgo this option to increase production speed and reduce costs.

 

Cart, Checkout & Payments

What changed about checkout?

Cart and checkout have been redesigned into a simpler, single-page experience. Your products, shipping, payment, and order total are easier to review before placing your order.

Can I check out without creating an account?

Yes. Eligible customers can check out as a guest and optionally create an account after payment.

What payment methods are available?

Eligible customers can pay by credit card or applicable invoice/net terms. Apple Pay and Google Pay are also available for eligible customers.

Why do I need to re-enter my saved credit card?

Hero’s Pride has moved to a new credit-card payment system. Previously stored card information cannot be transferred, so all previously saved Hero’s Pride cards must be added again.

Can I still use PayPal or Amazon checkout?

No. PayPal and Amazon checkout are no longer available on Hero’s Pride. You can use the other payment methods available to your account at checkout.

What happened to Wish Lists?

Wish Lists are now called Saved Lists. Lists allow eligible customers to save reusable order templates for repeat purchases.

Where’s my historical order?

You can access all of your past order history from your account dashboard. Historical orders older than 2 years have been removed from the site.

 

Accounts & Dealer Management

What can I access from my dashboard?

Your dashboard brings together orders, lists, addresses, users, invoices, Design Requests, and quotes.

Can multiple people use one Hero’s Pride Dealer account?

Yes. Hero’s Pride Dealer accounts can now support multiple users under the same account.

Can Dealers manage multiple locations?

Yes. Hero’s Pride Dealers now have multi-location account management capabilities.

What happens if I'm applying for a Dealer or Enterprise account?

You'll be able to see the status of your application while it is being reviewed. The dashboard will also provide relevant information when action or additional information is needed.

Can I connect a guest order to my account?

Yes. Eligible guest orders can be connected to your account after checkout by verifying your email address.

 

Quotes

How do I request a quote?

You can contact our sales team at 1-888-492-9122 to request a custom quote for a unique set of products. 

Where can I find my quotes?

Your quotes are available directly from your account dashboard.

Can I place an order from a quote?

Yes. Eligible quotes can be converted into an order when you're ready to purchase. 

 

Emails & Notifications

What has changed about Hero’s Pride emails?

Emails have been redesigned with a more consistent look and feel. Depending on your activity, you'll see updates to order, shipping, Design Request, quote, account verification, and delivery communications.

Where can I find information about new features?

Visit the Release Notes page for the latest product updates, new features, and improvements. You may also see announcements directly on the site.

 

Need Help?

If you have a question that isn't answered here, please contact our customer support team. We're happy to help you get familiar with the new Hero’s Pride experience.