If you purchased a HeroMart item sold at a ToysRUs location or via the ToysRU website and have an issue, you will have to contact ToysRUs directly for assistance. Since you did not purchase your item directly from HeroMart, we have no way to look up your order. We also cannot give you any in-game codes if they are missing or were already redeemed.
If you purchased your item from a ToysRUs retail store, use their Store Locator with the contact information for the store you went to. If you purchased your item from www.ToysRUs.com, here is their Online HelpDesk for further assistance.