Need Help With Your Delivery?

If your order is delayed, missing, damaged, or delivered incorrectly, our Customer Support team is here to help. Please contact us as soon as possible so we can begin investigating your shipment.

Delivery Issue Policy

Reporting Timeframe

If you experience any delivery issue, including missing items, incorrect items, or damaged packages, please contact SUPERFUN Customer Support within 7 days of the carrier's "Delivered" date.

For orders marked as "Delivered" but not received, we encourage you to contact us within 30 days. After this period, shipping carrier records may no longer be available, which could limit our ability to investigate the issue.

Note: These reporting timeframes are part of our standard customer service procedures and do not affect your statutory rights under applicable consumer protection laws.

Delivered but Not Received (DBNR)

If your tracking information shows "Delivered" but you have not received your package, please:

  • Check with family members, neighbors, or your building management.
  • Look around your property, including side entrances, mailrooms, package lockers, or other safe delivery locations.
  • Allow additional time, as some carriers may mark packages as delivered shortly before the actual delivery.

If you still cannot locate your package, please contact SUPERFUN Customer Support as soon as possible.

To assist with our investigation, we may request:

  • A signed Declaration of Non-Receipt provided by our support team.
  • Additional supporting documentation, depending on your location and the order value, such as a police report number or available security camera footage.

SUPERFUN will work directly with the shipping carrier to investigate the issue. While packages that are confirmed as delivered but later lost or stolen are generally not covered under our Limited Warranty, we are committed to assisting customers in accordance with applicable consumer protection laws.

Shipping Address Changes

To help protect our customers and prevent fraudulent transactions, SUPERFUN cannot modify the shipping address once an order has been shipped.

Before Shipment

If you need to update your shipping address before your order ships, please contact SUPERFUN Customer Support and provide your order number or proof of purchase for verification.

Address change requests cannot be processed without valid order verification.

After Shipment

Once an order has been shipped, the shipping address cannot be changed.

Customers are responsible for providing a complete and accurate shipping address during checkout. SUPERFUN is not responsible for packages that are delayed, lost, or misdelivered due to incorrect or incomplete shipping information provided by the customer.

Replacement Orders

If SUPERFUN provides a replacement for a package reported as lost, and the original package is later delivered, you must notify us within 7 days of receiving the original shipment.

Our support team will provide a prepaid return shipping label for the original package.

Failure to return the original package may result in SUPERFUN requesting reimbursement for the replacement product, subject to applicable laws and regulations.