Frequently Asked Questions
1. When can I expected my order after I have placed it?
As soon as you make the order you will receive the confirmation email which means your order is placed and received. Your order will then be processed and shipped usually within 1-3 working days. Some rare exceptions such as a special sale or holiday may take a few days longer but never exceeding 5 working days.
Once the order is sent to our logistics warehouse for shipping, you will receive an email with shipping confirmation which includes your tracking number and details on how to track the shipping details of your order. You can also use our tracking page here.
2. What is the typical shipping time for orders?
We ship everywhere in the world so shipping time will vary and depend on the country of residence. We have more than thousands of unique products with new one added everyday; we work close with various manufacturers and artisans across the world in order to offer our superheroes the best possible choice of superhero apparel. This is also a reason why some packages may be shipped out separately from our manufacturers as one product may be ready before the order! Thus you may get more than 1 tracking number.
Shipping times may take from 12 - 30 working days on average. Shipping time for international orders might is highly dependent on the customs and import process in your country. For additional inquires on shipping, please contact us email@example.com
- USA Between 12-20 working days from shipping date on email
- Canada: Between 12-20 days from shipping date on email
- Europe: Between 12-20 days from shipping date on email
- Australia: Between 12-20 days from shipping date on email
- All Other Places: Between 15-30 days from shipping date on email
We understand that these are perhaps a bit longer shipping times then expected. However, keep in mind that these are custom designed items which means they cannot be found or purchased in regular stores and we give all our efforts in partnering with various manufacturers across the globe in order to provide you with the best and most unique superhero selection. Additionally, we ship anywhere in the world - shipping is always free.
3. Where do you ship from?
We are USA based company but we work with different manufacturers from USA, Europe and Asia in order to bring the widest selection of superhero apparel to our customers. This means that depending on the product ordered, it might be shipped from USA or Asia (Hong Kong, Shenzhen and Guangzhou).
4. Why did I receive multiple packages / Tracking Numbers?
No need to call SUPERMAN yet! Some items may be shipped out separately because one item may be ready before the other; and we want to get the products shipped to you as soon as possible!
Please be assured that all of your order items were processed and shipped out and the rest will follow their way to you! To bad FLASH does not work with us.
5. I made an order but now I want to cancel it.
If your order hasn’t been shipped out yet (you haven’t received shipping confirmation email), please send us email to firstname.lastname@example.org with your order # and we will cancel it right away and issue a full refund. Orders cancelled after 24 hours are subject to a 10% restocking fee.
If you have already received your shipping confirmation email with tracking number, it means that your order was already processed and sent out for shipping at which point we do not have a way of cancelling your order.
However, once you receive your order and you would still like to return it, please to contact us and we will send you instructions on how to send us back your order for a refund.
6. What is your return and refund policy?RETURNS & REFUNDS
Our refunds and returns process is hero-friendly. Firstly, we would like to extend a big thank you for choosing us - Nothing makes us happier than a community of happy Ubersuperhero customers! And so, we promise to do our very best to deliver an amazing products and superhuman customer service to make right on any hiccups that may come along the way. Here are some things you should consider when ordering:ORDER CANCELLATIONS
You may cancel an order within 24 hours or prior to shipment of your order, no questions asked.
If you have already received a shipping confirmation email; we will not be able to cancel your order as it was already processed and sent out for shipping. Unfortunately there is no way of cancelling the order once it's in transit.
RETURNS & REFUNDS
Returns happen - even superheroes have preferences or change their minds! Rest assured that Ubersuperhero is here made to make you happy, and we enforce that with our return policy.
We want 100% satisfied customers so please have a look at return instructions and contact us.
In order to be eligible for the return & refund, the item(s) received:
- Must not be damaged and be in their original condition(s)
- Must not be sent to a wrong address and/or wrong unit / apartment number due to an error on the customer's end.
If you are eligible for a return/refund, the following criteria must be met:
- Must be unused and in the same condition that you received it
- Must be in the original packaging with original label and no signs of wearing and washing
- You must be the original purchaser of the item and be able to provide an order number or account email address or shipping address
- You must contact us within 30 days from receiving the order in case of damaged or defective item(s)
To request a return, contact us at email@example.com or submit a message via our CONTACT US page (please do not send your purchase back to the original address on the package) and we will provide you with further instructions on how and where returns should be shipped.
Upon receiving your returned item(s), we will send you an email to notify you that we have received it. Once your return is received and inspected, we aim to process your refund or exchange within 2-4 business days via your original payment method. If any issues arises, you will sent an email asking for additional information.
If your refund is approved, we will issue a refund immediately along with email notification sent to you. Refunded credit will automatically be applied to your original payment method, usually visible on your account statement within 2-5 business days which may vary on your financial institution.
If you haven’t received a refund within 15 working days, please follow these steps:
- Contact your credit card or original method of payment provider. Please note it may take some additional time before your refund is processed become visible on your statements or balance.
- If you have done all of this and you still did not received a refund, contact us at firstname.lastname@example.org or submit your message with details via our CONTACT US page.
Mad a mistake on sizing? No worries! You can return your product within 30 days from the date of delivery and let us know the desired replacement size and we will ship a replacement item.
Additionally, if you prefer we can also send you a completely different product than the one you ordered as an exchange item but it must be within the same price range.
Simply contact us at email@example.com or submit a message via our CONTACT US page (please do not send your purchase back to the original address) and we will provide you with further and detailed instructions on how to send the received item(s) back for an exchange.
SHIPPING & PACKAGING COSTS
To return or exchange your product, you should contact us at firstname.lastname@example.org or submit your message via our CONTACT US page and we will send you further instructions.
If the return is a result of our own error (you have received a damaged product or you have received a product of incorrect size or type then you ordered) we will cover the costs of all return shipping.
In all other cases, you will be responsible for paying shipping costs for returning or exchange your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach us may vary.
If you are shipping item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item(s).
If you have further questions or concerns you should contact us at email@example.com or submit your message via our CONTACT US page and we will send you further instructions.