Gem purchases are normally processed immediately, but may be delayed every once in a while. There is no need to worry as your order is most likely still being processed.
We strongly recommend you try restarting Shop Heroes to establish a new connection with our servers to see if your gems count has updated before proceeding with a support ticket.
Unfortunately, we are unable to handle any transaction matters internally. If you have not been credited with your gems 24 hours after the initial purchase, please reach out to the platform directly.
iOS: https://www.apple.com/support/contact/
Android: https://support.google.com/googleplay/?hl=en#topic=3364260&contact=1 (top-right corner)
Amazon: https://www.amazon.com/gp/help/contact-us
Kongregate: http://www.kongregate.com/pages/contact
Facebook: https://www.facebook.com/help/contact/830921593618796