What should I do if I don't receive my package?

We strive to ensure that your packages are delivered to you as safely as possible, but the shipping process is not 100% controllable. Don't worry, we offer solutions to address this issue.

Important: Before Contacting Your Bank

Your satisfaction is our top priority, and we are 100% committed to resolving any issues for you. Before considering a chargeback, please reach out to us directly. This is the fastest and most effective way to get a full refund or a replacement sent out. Please trust us to make things right for you.

Check Status & Track Your Package

• When will it ship? Your order will be processed and shipped within 0-3 business days. Once shipped, you'll receive a confirmation email with your tracking number. Please be sure to check your spam folder.
• A note on delays: Please be aware that U.S. tariff policies can occasionally impact our supply chain, which may extend the processing time for some orders. We work hard to minimize these delays and appreciate your patience.

• When to Contact Us: If you haven't received your shipping confirmation email, please get in touch with us at sales@ygwigs.com if it has been more than 5 business days (for U.S. orders) / 15 business days (for international orders).

If you have your tracking number, enter it below for the latest updates.

Domestic UPS/USPS Package

For domestic customers in the U.S., we generally use UPS/USPS for delivery. We have in-depth cooperation with Shopify, and each UPS/USPS shipping label includes insurance. The following are some common processing procedures.

1. The Package Keeps Showing in Transit

Due to weather or holidays, the package may be delayed on the road. If the information is not updated for more than 3 days, please contact the corresponding courier company for detailed instructions:

UPS: 1-800-742-5877
USPS: 1-800-275-8777

If it has not been received for more than 20 calendar days, please contact us. We will claim compensation from the insurance company, and you can choose to refund or re-ship. The claim process will take about 1 week, and you may need to sign and confirm online.

2. The Package Showed as Delivered, But It Wasn't

Please contact the courier first to confirm whether the package has been delivered correctly. Sometimes the courier will leave the package in a secret location, and sometimes the package may be received by your neighbor or family member. If you have surveillance, please check the surveillance to find the detailed dynamics of the package.

Call courier company's customer service phone number:

UPS: 1-800-742-5877
USPS: 1-800-275-8777

If you are sure you cannot find your package, please contact us. Our insurance covers porch piracy. However, please note that claims can only be made 20 calendar days after shipment, and the claim process may take about a week. A police report may be required.

3. Damaged Items

We will carefully check our products before shipping. If the product you receive is damaged, please keep the package and contact us (As Soon As Possible).

Photos of the damage are required

• Clear photo(s) of the carrier packaging and product package.
• Clear photo(s ) of how the item(s ) are damaged.

Please keep the damaged package in a safe place as the insurance company may ask you to send the package to the insurance company for verification.

International Packages

For international orders (we typically use DHL, FedEx, YunExpress, etc.), delivery times vary by destination. Please read the following policies carefully.

1. Package In Transit (Not Delivered)

We take full responsibility for your package while it is in transit. If your tracking has stopped updating for an extended period, or if you have not received your package within 30 calendar days of the shipping date, please contact us at sales@ygwigs.com. We will launch an investigation with the shipping carrier to locate your package. If it is confirmed to be lost in transit, we will arrange for a replacement or a full refund.

2. Package Shows "Delivered" But Not Found (Important Policy)

This is a critical policy for all international customers. Once the tracking status for a package is officially updated to "Delivered" by the shipping carrier, our responsibility for the shipment concludes.

We do not offer refunds or replacements for packages that are marked as "Delivered" but claimed to be not received. This is because international shipping insurance does not cover theft or loss after a confirmed delivery.

If your package is marked "Delivered" but you cannot find it, you must take immediate action:

• Step 1: Double-check Everywhere. Search all possible delivery locations, including your mailbox, front desk, lobby, and with your neighbors.

• Step 2: Contact the Final Carrier Immediately. Within 24-48 hours of the "Delivered" scan, contact the final delivery company (for example, your country's national postal service, or the local DHL/FedEx office).

• Step 3: Request Proof of Delivery. Ask them for the specific delivery details, such as the GPS coordinates of the delivery scan or a description of where the package was left. They are the only ones with this information. You may also need to file a theft report directly with them.

We understand this situation is frustrating. While we cannot cover the financial loss, we will provide you with any necessary shipping documentation to support your personal claim with the shipping carrier.