A couple things to look at:
1. Check that your deposit to ShapeShift has confirmed on the blockchain, once it confirms the exchange should process. If you can not find it on the blockchain, then you will need to contact your wallet provider for further assistance. The funds may have failed to send from your wallet.
2. Was your issue marked as resolved? If so, the funds were auto-refunded to you.
3. Was the exchange marked as complete? The funds have been sent to you.
If not, feel free to send us a message. Contact our crypto specialists here: https://shapeshift.zendesk.com/hc/en-us/requests/new