[Asclepeus]

Just thought I'd share my recent experience with Hero Outdoors. Ordered a plate carrier, Hydration pack, and a condor medical pouch. I had seen the part of the website where they say it can take up to 10 days to ship items. After a few days I sent a email inquiring when the items would ship. Email was ignored, another email, a facebook message, and finally a 3rd email before I received a canned response.

"Good afternoon,

your order has been processed but please note that as stated on our shipping page, Hero does allow a time period of up to 10 business days to process and ship an order depending on the queue of orders at the time and to arrange transfers from our different warehouses All orders with any or all airsoft parts or guns are subject to longer delays ( up to 20 business day) due to the CBSA mandatory customs border inspections for any airsoft related items. . A tracking # will assigned to you from Canada Post via email. We appreciate your patience. Thanks,
Hero Outdoors"
So basically we have your money, and we will ship your stuff when we get around to it.

At this point I responded and asked them to cancel my order and refund my money, I had a event coming up and couldn't wait a undetermined time for the items.

I then received a email stating that my items were stuck at CBSA with the rest of a shipment from their U.S. "warehouse" being held for inspection, and that Hero outdoors had spent days and days on the phone with multiple departments of the CBSA attempting to get the shipment released and mine would ship the second they got it. Sounds like a great excuse except for 2 problems, Their site specifically states I should order from them to avoid tie-ups at the border, and I use to work in the compliance department of a major trucking company and know exactly what happens when a shipment is held for inspection. It sits in a bonded warehouse for a few days and then if you haven't broken any laws it gets released, you don't spend days on the phone.
I once again requested my order be cancelled and my money refunded at which point they have stopped responding to my emails.

TL;DR
Terrible customer service, faster to order from the states or china

UPDATE 06/06/18 A week after they claim to have shipped my package Canada Post still has no record of ever receiving the item. Hero Outdoors now claims that Canada Post has lost the package and it's not their problem.