HOW DO I GET IN TOUCH WITH SUPERFIT HERO?
We’re always here to help and we love hearing from our community! If you have any questions or concerns, fill out this form
or email us at firstname.lastname@example.org
. If your message is regarding an order, be sure to include your order number for quicker service.
We do our best to respond to all emails in 2 business days. Please note, we are a small team that takes weekends off. :)
PRODUCTS & SIZING
WHY DID YOU CHANGE YOUR SIZE RANGE FROM XS-5XL TO L-7XL?
Plus size athletes have unique needs that we believe we can serve better by focusing on them exclusively. Our mission moving forward is to serve and care for a community that has been excluded and marginalized from mainstream fashion and fitness cultures. For more info, read the letter from our founder
Why did you stop making my size (XS-M)?
Thank you so much for your support over the years! Moving forward, we are focusing our efforts on the needs of a community that has very few options for activewear.
Why do your products cost so much?
Our products are not your typical mass produced fast fashion imported from who knows where. We use only the best materials and work with fair wage factories in Los Angeles. Each product is meticulously fit and tested with plus size models to ensure the best fit, comfort, performance, and durability. Give them a try and you’ll see they’re worth every penny. And you can feel good about where those pennies are going too.
Learn more about our our ethics and sustainability practices
Where are your products made?
We work with the best factories in Los Angeles to assemble our garments. We buy our fabrics from local vendors who source fabrics and materials from the most premium performance fabric mills. Most fabrics are imported from Taiwan and Italy.
I'm in-between sizes based on your size chart. What should I do?
The size chart is just a guide. If you're not sure, we suggest trying a couple sizes and going with whatever is most comfy for you. We offer free returns and exchanges
so you don't have to worry. If you'd like specific advice from our team, don't hesitate to reach us at email@example.com
with your measurements and any helpful info. We'd love to provide a personal recommendation.
How do I know if my leggings are the right size for me?
Superfits are designed to stay put during even the toughest of workouts. If you experience a rolling waistband, we’d recommend sizing up. If you experience a waistband that slides down your hips, we’d recommend sizing down. We understand that it can be a very subtle difference between rolling and sliding and we’re always here to answer your specific fit questions at firstname.lastname@example.org
. Be sure to include your order number in your email.
How do I care for my Superfits?
Wash in cold water on gentle cycle or hand wash. Air dry by laying flat or hanging. And no fabric softener. Heat is the number one thing that will decrease the lifespan of your Superfits. Be sure they never go into the dryer and are always washed in cold water on the gentle cycle. Hand-washing your Superfits will help them last even longer!
The product or size I want is sold out. How often do you restock?
We’re a really small business and we produce garments in small batches
. Popular items can go fast! Some collections are limited edition and may not be returning. We recommend that you order anything you have your eye on while you can. You can email us at email@example.com
to find out about a specific product.
Do Superfits run true to size?
Try At Home For Free
How does the Try At Home program work?
Never order with wrong size again! With our Try At Home Program, you can try up to 6 pieces free for 7 days. Only pay for what you keep. Returns are always easy and free.
1. Order up to 6 pieces to Try At Home.
2. Choose which items you want to keep.
*NOTE: In order to prevent fraud, debit and prepaid cards cannot be used on Try At Home order. Please use a credit card to place your Try At Home order.
What forms of payment can I use for my Try At Home order?
We allow credit cards to be used for Try At Home orders. In order to prevent fraud, debit and prepaid cards cannot be used on Try At Home orders at this time.
If you would like to use a debit card, remove the item(s) from your cart and re-add them with the "Buy It Now" button on the product page. Then return to your cart, select "Complete Checkout," and use your debit card.
Can I Try At Home if I'm outside of the US?
Our Try At Home program is only available to US customers.
Was my credit card charged when I placed the order?
We validate your credit card through an authorization for the full amount of the order. You'll see a pending authorization on your statement, but rest assured that's not a charge. We'll only charge your credit card for the items you decide to keep.
We may periodically revalidate your credit card throughout your trial. In these instances, you will see your original authorization disappear, and be replaced with a new pending charge. Some banks take a few business days to drop the original authorization, so you may see two pending charges for a day or two. Rest assured these are not charges. We will only charge you for the items you keep after you’ve had a chance to try them.
Note that we will charge your credit card before the end of your trial for the full amount of your Try At Home order if we are unable to maintain the authorization (if the financial institution declines the hold or due to insufficient funds). If this happens, you are always eligible for our regular Returns Policy.
When does the trial period begin?
Your 7 day trial period begins when your items are delivered. You have until the end of your trial period to postmark returns.
Can I work out in the clothes before returning them?
Sadly, no. Our Try At Home program is meant for a quick try on, not a workout. All returned items must be in new, unworn condition with original tags attached and in their original packaging. If we determine items are not in new resellable condition, you will be charged.
How do you know not to charge my card for the items I’m returning?
We provide an ample amount of time for any returns to arrive at our office before charging your card. Once the items are returned, we inspect the items and finalize your order.
What if I decide to keep the items but want to return them after my trial period?
Can I use a discount code on a Try At Home order?
Discount codes are not eligible on Try At Home orders. If you would like to use a discount code, remove the item(s) from your cart and re-add them with the "Buy It Now" button on the product page. Then return to your cart, select "Complete Checkout," and add your discount code at checkout.
Can I combine Try At Home items and Buy Now items in the same shopping cart?
No. If you choose to Try At Home any of the items in your cart, it will apply to all items in your cart. Your entire order will be free until the end of your trial period. The only exception to this is for items that are not eligible for the Try At Home program, including discounted items and final sale items. You will be charged for those items right away.
Returns & Exchanges
How do I return or exchange an item?
What is Superfit Hero’s return policy?
Exchanges and returns are always FREE and easy through our Online Returns Center
(US orders only). Items are eligible for return within 21 days of purchase if in new, unworn and unwashed condition with tags attached and in their original packaging. Returns should be shipped back to us in the same reusable mailer that your order arrived in. Some items (including clearance) are ineligible for return and this is noted on the product page. See our full Return Policy.
Can I return or exchange items that have been worn?
So sorry, but no. A quick try-on is great. But spin class, not so much. Returns must be unworn and unwashed with the original tags attached and in their original packaging.
Can I exchange an item for a different style?
Do you replace defective items?
Yes! We take pride in our products and our Los Angeles factories are amazing, but mistakes do happen. If your item arrives with any defects, we will be happy to replace it within 6 months of purchase. Contact us at firstname.lastname@example.org
with your order number and a photo of the defect.
Orders & Shipping
I placed an order but I haven’t received a confirmation yet, help!
If you placed an order and didn’t immediately receive a confirmation email, please check your spam folder. If it’s not hiding in there, you may have entered your email address incorrectly. Email us ASAP at email@example.com
with "URGENT" in the subject line and include your order number so we can look into it for you.
I just placed an order, but need to make a change, help!
Email us at firstname.lastname@example.org
ASAP with “URGENT" and your order number in the subject line. Keep in mind that we’re a really small team and we do our best to respond as quickly as possible.
When will my order ship? How long will it take for my order to arrive?
We ship all orders within four (4) business days (except pre-order). Shipping estimates begin once your order has shipped. Sale events and holidays may delay shipments up to two (2) business days. You will receive an email when your order has shipped with carrier information and your tracking number. Most orders take 5-7 business days in-transit, but this is just an estimate provided for your convenience and is not a guarantee. Carriers may be experiencing delays. We are not offering expedited shipping at this time.
Where is my order?
You can track your order directly via the carrier at any time. Check your shipment confirmation email for tracking information. Most orders take 5-7 business days in-transit, but delivery estimates are provided for your convenience and are not a guarantee. If you’ve received a delivery confirmation email and you cannot find your package, please reach out to the carrier with your tracking number for more information.
Does Superfit Hero ship internationally?
Yes! Please note many carriers are still seeing delays due to Covid-19. All international order MUST submit a phone number at checkout. Please refer to our Shipping Policy
for more info.
Does Superfit Hero ship to PO Boxes or APO/FPO/DPO addresses?
Yep! Just be sure to completely fill out the shipping address boxes at checkout and include your phone number. You can email us at email@example.com
if you have questions about your specific address.
My delivery is missing, help!
Package theft is a real problem! Be sure to provide us with a shipping address where you can be sure your packages will be secure. We cannot be responsible for packages that go missing after delivery confirmation.
If you cannot find your package after receiving confirmation of delivery, here's a few tips for locating it:
1. Sometimes, a carrier will mark a package delivered when it's still on the way. When this happens, all you need to do is wait until the end of the day and it will show up.
2. Look around your property. Mail carriers will often try to hide the package in an attempt to avoid theft.
3. If you have a shared mailroom, check with building management to see if it was handed off to them.
4. Check in with your neighbors. See if your package was delivered to the wrong address by mistake.
5. If it still can't be located, it's time to reach out to the carrier. Have your tracking number and history handy. The manager of your local post office or other carriers' office will be able to provide you more information about your delivery, but you must ask for it explicitly. They may be able to confirm that it was mis-delivered to another address and help you retrieve it.
There's a mistake in my order. What do I do?
We’re real humans who pack and ship each order with the utmost care. If your order arrives with a mistake (missing an item, received the wrong item or an extra item), please let us know within one week of delivery and we’ll be happy to fix it for you. Email us firstname.lastname@example.org
with "URGENT" and your order number in the subject line so we can make it right.
Why isn’t my discount/promo code working?
Confirm that the items in your cart aren’t already on sale. We do not allow double discounts. Some discount codes are for first-time customers only, and others are for specific customers or groups of customers. Confirm with the person who provided you the discount code that you are eligible to use it. If none of these solve your problem, email us at email@example.com
and we’ll get back to you as soon as we can.
Can I buy a Superfit Hero gift card?
How do I get all the latest Superfit Hero announcements?
Subscribe to our newsletter
! You can also join our private group on Facebook, Superfit Heroes,
to connect with our great community of athletes and movers.
Does Superfit Hero offer wholesale?
Not yet, but it's definitely something we're considering. Get in touch with us at firstname.lastname@example.org
so we can record your interest for future wholesale opportunities.
Does Superfit Hero have an ambassador or affiliate program, or an influencer collaboration program?