We hope you enjoy superspower products. If you have any questions, we'll make the return and exchange process as simple as possible.
1. Order Modification or Cancellation
After placing an order, you have 24 hours to contact service@superspower.com to modify your order, change your address, or cancel it. After 24 hours, your order will be processed and cannot be modified or cancelled.
2. How do I request a return?
Please email service@superspower.com with your order number. We'll then provide return instructions and an address for you to return your product. Upon receipt, we'll issue a full refund.
Note:
Please do not return items to the original shipping address listed on the shipping label.
We strongly recommend using a trackable shipping method; this will significantly expedite the return process.
3. What is the return period?
We offer refunds and exchanges within 30 days from the date you receive your package.
4. Under what circumstances will I be responsible for return shipping costs?
1) Personal Reasons: Returning an item because you don't like it/it doesn't fit
Yes, you will be responsible for all return shipping costs. We recommend that you choose tracking when returning items, as we are not responsible for lost returns.
2) Quality Issues: The returned item is incorrect/damaged
No, you will not be responsible for return shipping costs. Please email us with your order number and photos of the problem. Once we receive your email, we will investigate the situation and provide you with a solution.
5. How do I exchange an item?
Please first email service@superspower.com and include your order number. Please explain why you would like to exchange the item and the item you would like to exchange. Our customer service team will investigate and provide you with a solution after receiving your email.
6. Do I need to pay for the exchange shipping?
1) If the item you wish to exchange is not defective, please email service@superspower.com and include your order number. We will provide a return address, but you will be responsible for the shipping and price difference.
2) If the item you received has any quality issues, such as being the wrong item or damaged, you will not be charged for exchange shipping. Simply email us with your order number and details. It would be helpful if you included photos of the box with shipping information and the item you received. We will investigate your email and provide you with a solution.
7. When will I receive my exchange?
We will arrange a new order once we have received and confirmed the returned item is serviceable. All customers must contact us after returning their package and provide tracking information so we can place your exchange order. All orders take one business day to process. Please use a secure shipping carrier, such as DHL/UPS/USPS/FedEx, and follow our recommended shipping methods. Standard shipping typically takes 5-7 business days.
8. Non-returnable Products:
Severely damaged robot
Damaged or missing parts due to no fault of ours
Any product returned more than 30 days after shipment
9. Refunds (applicable only):
* Once we accept your return request, please return the product to the address provided by our customer service team. Once our warehouse receives the returned product and verifies it is resalable, we will issue a refund. Please be assured that refunds are typically processed within 7 business days.
* Once your refund is approved, you will receive the refund in your PayPal account or credit card (within 7 business days).
* If you still haven't received your refund, please check your account or contact your credit card company. It may take several business days for the refund details to be posted to your credit card account.
* If your refund is delayed or lost, please contact us immediately. Our email address is: service@superspower.com.
10. Delayed or lost refunds (applicable only):
If you haven't received your refund yet, please check your bank account again.
Then contact your credit card company. Your refund may take some time to be credited.
Next, contact your bank. Refunds typically take some time to arrive.
If you've completed all of the above steps and still haven't received your refund, please contact us at service@superspower.com.
