Order Shipped but Not Received? What to Do

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.

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

Weather or holiday volume can delay movement and tracking updates. If your tracking hasn’t updated for 7 consecutive days, please get in touch with us so we can help investigate. You may also reach the carrier directly if needed:

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

We will contact UPS/USPS to open an investigation, which usually takes about 1 week. If the package is confirmed lost, we’ll file an insurance claim (you pay nothing, though you’ll need to sign the claim form online). The claim typically takes about 1 week (success rate: 100%). Once the claim is finalized, we will reship or issue a full refund (100%)—your choice.

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 the 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. We will verify delivery details with the carrier and submit an insurance claim to our insurer. You won’t need to pay anything, but you may be asked to provide an online signature/affidavit to confirm non-receipt. The claim process usually takes about 1 week. Once the claim is finalized, you can choose reshipment or a full refund—your choice.

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.

Important: Keep the damaged item and packaging in a safe place. We will verify delivery details and submit an insurance claim to our insurer. You won’t need to pay anything, but you may be required to complete an online signature/affidavit to confirm the damage. The claim review typically takes about 1 week. Once the claim is finalized, you can choose reshipment or a full refund—your choice. The insurance company may request a pickup/return of the damaged item for inspection, so please do not discard anything until we confirm.

International Packages

For international orders (typically DHL, FedEx, YunExpress, etc.), delivery times vary by destination.

1. Package In Transit (Not Delivered)
   We’re responsible for your parcel while it’s in transit. If tracking stops updating for an extended period, or you haven’t received it within 30 calendar days of shipment, please email sales@ygwigs.com. We’ll investigate with the carrier. If the parcel is confirmed lost before delivery, we’ll reship or refund.

2. Status Shows “Delivered” but You Can’t Find It (Important)
   Once a shipment is marked Delivered by the carrier, loss or theft after delivery isn’t covered, and we do not carry insurance for international packages in this situation. That means we’re unable to refund or reship orders that show Delivered.

If this happens, please act quickly:

• Check carefully: mailbox, lobby/front desk, safe drop spots, neighbors.
• Contact the last-mile carrier within 24–48 hours (e.g., your national postal service or local DHL/FedEx office).
• Request proof of delivery (e.g., delivery scan details, GPS/where the parcel was left).
• If theft is suspected, consider filing a local report.

We understand this is frustrating. While we can’t cover the loss in these cases, we’ll provide any shipment documents you need to support your claim with the carrier.