Frequently Asked Questions

Payment

What payment methods can I use?

We accept Visa, Mastercard, Discover & American Express via Paypal or Stripe.

Shipping

Do you ship to my country?

Yes, almost all of our products can be shipped to any country.

When will I receive my item?

When you place your order, we will make sure to send your items as quickly as possible. Most orders ship within 1 or 3 days. However, in peak seasons, shipment can take up to 5 business days. Delivery Times ** United States 8-20 Business Days International 15-28 Business Days ** These are estimated delivery times. Sometimes there may be delays due to the shipping carrier or international customs sorting. International orders can take in excess of 40 days to arrive.

Can I track my order?

Once your order has been shipped, you will receive an email with a tracking link. Please allow 24hrs for the link to activate. Once the packages leaves our warehouse, the tracking links may not update but the package is still on it’s way.

Do I have to pay for my country custom fee?

If you purchase a product over $200, most likely. Every country has different regulations on how they handle imported goods. We recommended you visit this Duty Calculator to get an estimate of what you will be charged when the package arrives. We do not pre-pay or cover any import fees.

Returns

What's your return policy?

We want you to love your Totally Superhero products as much as we do and we are always bummed when that’s not the case. The upside? Items in new condition (unworn/unwashed) can be returned or exchanged within 30 days of delivery. Please note that original shipping charges are non-refundable. If we made a mistake or the item arrived defective, please contact us here and we’ll make things right. Any items purchased in the context of a ‘Sale’ (online or offline), ‘Limited Time Offer’ or with a discount code are considered final sale and are not eligible for return requests.

What's your return process?

Please ensure that your items are eligible for a return request – they must be: unworn, unwashed, undamaged and in their original packaging in the same conditions that you received them, within 30 days after you received your delivery. Email us at mail@totallysuperhero.com for a return authorization. In your email, please state your order number and the reason for your return. We’re just a baby company so we really do take feedback to heart! Please note that items returned without an authorization will be returned to sender. Upon receipt of your merchandise, our warehouse will inspect the returned items. If good conditions are met, we’ll issue a merchandise credit or a refund. Please note that it can take 7-10 days for us to process your return. Allow for 10 business days to see refunds reflected on your credit card statement, though merchandise credits are emailed to you immediately and never expire.

Can I return underwear?

Unfortunately not. We do not accept returns on underwear.