Please take care when sending funds to ShapeShift; confirm you are sending the correct type of token to the correct address. A deposit to ShapeShift that is mistakenly sent to an address of a different asset is a cross-chain deposit.
ShapeShift generally does not provide recovery of tokens mistakenly sent cross-chain and will attempt to recover deposits at our discretion and only if a significant loss is experienced by the user. Not all tokens are recoverable. Cross-chain token-recovery is complex, time-consuming, and a potential security risk.
There is no timeframe or time limit for any discretionary recovery process to be undertaken by ShapeShift. A fee will be incurred if a recovery is feasible; the fee will reflect the level of effort and developer time consumed. A successful outcome cannot be guaranteed.
If you wish to request ShapeShift to recover your coins, reach out to our Support Team with the details of your exchange. ShapeShift will evaluate if recovery is possible and get back to you.