What Happens If My Order Hasn’t Arrived?

We understand that waiting for an order can be stressful. Here’s what to do if your package hasn’t arrived yet:

1. If the tracking shows it was delivered:

If your order is marked as delivered by the carrier but you haven’t received it:

Check around your property, in secure locations (side doors, porches, or mailrooms), or with neighbors.

Contact the shipping carrier for further details about the delivery location.

📌 Important: We cannot offer refunds or reshipments for orders marked as delivered. If you would like to receive your order, a new purchase will be required.

2. If the order is lost in transit:

If your order is lost in transit (i.e., no delivery confirmation from the carrier), you are eligible for a reshipment or refund at no cost.

Claims for lost packages must be submitted within 30 days after the estimated delivery date.

Before we process a reshipment or refund, we may ask you to confirm your shipping address.

We recommend checking with your local post office first, as they may have additional delivery details.

3. If the package was returned due to an incorrect address:

If the shipping address provided at checkout was incorrect and the package is returned:

We cannot offer refunds for incorrect addresses.

You may request a reshipment, but the cost of reshipping and re-manufacturing the order will be your responsibility.

4. If the tracking shows no updates or movement:

If there has been no tracking movement for more than 30 days after the estimated delivery date, you may request a reshipment or refund at no additional cost.

📌 Important Note:
During peak seasons (such as holidays), please allow additional shipping time as delays may occur.

If you have any questions or concerns, please don’t hesitate to contact our support team at storesupport@synergeticheroes.com.

Will I Receive a Tracking Number for My Order?

Yes! Once your order is shipped, you will automatically receive a tracking number via email. This process is fully automated, so there’s nothing you need to do—just sit back and wait for your package updates!

We also provide a streamlined tracking experience through our dedicated tracking website, allowing you to monitor your package’s journey from production to delivery. This system ensures full transparency, even for international shipments, so you’ll always know where your order is.

📌 Need More Help?

If you haven’t received your tracking number after your order has been processed, please check your spam/junk folder.

If you have any concerns about your shipment, view our Shipping Policy or contact us at storesupport@synergeticheroes.com.

We’re here to help and ensure your order arrives safely! 🚀

Package Marked as Delivered but Not Received?

We understand how frustrating it can be when tracking shows your package as delivered, but you haven’t received it. Here’s what to do:

Steps to Locate Your Package:

🔹 Check around your property – Sometimes, packages are left in unexpected places such as a side door, garage, porch, or with a front desk/mailroom.
🔹 Contact your shipping carrier – The carrier may have additional details, such as "Left under the table on the back porch" or delivery confirmation photos.
🔹 Ask neighbors or building staff – Packages are sometimes delivered to a nearby address by mistake.

What If I Still Can’t Find My Package?

📌 If your package is marked as delivered but not received, we are unable to offer refunds or reshipments. Since the carrier has confirmed delivery, we recommend reaching out to the shipping provider directly to report the issue.

If the carrier confirms non-delivery, please contact us at storeorders@synergeticheroes.com, and we will do our best to assist you.

We appreciate your understanding and are here to support you. If you have any questions, feel free to reach out!

I Didn’t Receive an Order Confirmation—What Should I Do?

If you haven’t received your order confirmation email, please follow these steps:

1️⃣ Check Your Spam or Junk Mail Folder – Sometimes, confirmation emails may be filtered into these folders.

2️⃣ Verify Your Email Address – Make sure the email address used at checkout was correct.

3️⃣ Contact Us for Assistance – If you still cannot find your confirmation, please email us at storesupport@synergeticheroes.com with the subject line: "Missing Order Confirmation – [Your Order Number]"

📌 When reaching out, please provide:
✅ Your Email Address (used for the order)
✅ Order Number (if available)
✅ Your Full Name

Once we receive your request, we’ll review your order and assist you in locating your confirmation.

We appreciate your patience and are happy to help! 🚀

Lost or Stolen Packages

Once an order has been marked as delivered by the shipping carrier, Synergetic Heroes is not responsible for lost or stolen packages.

If you believe your package has been lost in transit or stolen, here’s what you can do:

1️⃣ Check Your Delivery Location – Look around your property, check with neighbors, or inquire with your building’s front desk/mailroom.
2️⃣ Contact the Shipping Carrier – If your package is marked as delivered but not received, we recommend reaching out to the shipping provider for more details.
3️⃣ For Lost-in-Transit Packages – If your order is lost in transit (not marked as delivered), please email us at storeorders@synergeticheroes.com within 30 days of the estimated delivery date. We will contact our manufacturing partner on your behalf to investigate the issue.

📌 Important Note:

If your package is marked as delivered but you did not receive it, we recommend contacting the shipping carrier directly to report the issue.

If the carrier confirms non-delivery, contact us, and we will work with our manufacturing partner to explore possible solutions.

Synergetic Heroes cannot issue refunds or replacements for stolen or misdelivered packages once they are marked as delivered.

We understand that lost packages can be frustrating, and we’re here to help in any way we can. For assistance, please reach out to storeorders@synergeticheroes.com.

Can I Combine the Shipping of My Orders?

At this time, we are unable to combine shipping for multiple orders, as each order is processed and fulfilled individually.

We apologize for any inconvenience and appreciate your understanding. If you have any questions, feel free to contact us at storesupport@synergeticheroes.com.

The Courier Attempted Delivery, But I Was Not Home—What Should I Do?

If the courier attempted to deliver your order but you were not home, here’s what you need to know:

Common Reasons for Failed Delivery:

📦 Recipient was unavailable or refused delivery
📦 Incorrect or incomplete shipping address
📦 House, office, or premises was closed
📦 Failure to reattempt delivery by the courier

Next Steps:

Couriers usually attempt redelivery within 48 hours. To prevent further delays, we recommend contacting the courier directly to reschedule delivery as soon as possible.

If you missed a delivery attempt, check your tracking details or any notification left by the courier for further instructions.

Undeliverable Packages & Returns:

If your package is returned to the sender (our manufacturing partner) due to an incorrect address, failed delivery attempts, refusal of the package, or other delivery issues, it cannot be remade or reshipped for free.

Once the returned package is received by our manufacturing partner, we will contact you to arrange a re-shipment, but additional shipping costs will apply.

If our manufacturing partner does not receive the returned package, it may remain within the postal system, and we will be unable to retrieve or reship the order.

📌 Important Note:
Synergetic Heroes does not handle returned packages directly. All returns go back to our manufacturing partner.

For any concerns, please contact us at storesupport@synergeticheroes.com.

I Received the Wrong Item—What Should I Do?

We sincerely apologize for the mix-up! We’re happy to assist you in resolving this issue as quickly as possible.

To help us investigate, please email us at storesupport@synergeticheroes.com with the following details:

✅ Order Number
✅ Photos of the Incorrect Item(s) (including the SKU label inside each garment and the shipping label on the package)
✅ Photo of Any Invoice or Packing Slip (if included)

📌 How to Contact Us:
Please send an email to storesupport@synergeticheroes.com with the subject line: "Wrong Item Received – [Your Order Number]" to ensure a faster response.

Once we receive your information, we’ll review your request and provide further instructions on how to proceed.

We appreciate your patience and will work to resolve the issue as quickly as possible! 🚀

I Received a Faulty Item—What Should I Do?

We’re sorry to hear that you received a faulty item! We’re here to help.

To resolve this issue quickly, please email us at storesupport@synergeticheroes.com with the following details:

✅ Order Number
✅ A Description of the Issue
✅ Clear Photos of the Fault (showing the defect)
✅ Photos of the SKU Label (for each affected product)

📌 How to Contact Us:
Please send an email to storesupport@synergeticheroes.com with the subject line: "Faulty Item – [Your Order Number]" to ensure a faster response.

Once we receive your information, we will review your request and provide further instructions.

We appreciate your patience and will work quickly to resolve the issue! 🚀

Can I Cancel My Order?

We understand that sometimes plans change! You have up to 6 hours after placing your order to request a cancellation.

📌 How to Request a Cancellation:
To cancel your order, please email us at storeorders@synergeticheroes.com with the following details:

✅ Order Number
✅ Your Full Name
✅ Your Email Address (used at checkout)
✅ Reason for Cancellation

Important Note:
Once the 6-hour window has passed, we are unable to cancel or modify your order, as it will have already begun processing.

If you have any further questions, feel free to reach out—we’re happy to assist you!