Lost or Damaged Packages

Unfortunately, sometimes packages get lost or damaged in transit. If your package is lost or damaged, please let us know as soon as possible at care@yala.shop, and refer to the steps below.

LOST PACKAGE

If your order tracking number says “delivered,” but it is not at your door:

Step 1: Reach out to the shipping carrier directly (see below) for information about the context of delivery. Check with your neighbors to make sure the package was not delivered to their home by mistake.

Step 2: If the shipping carrier cannot provide more information, please let us know. If the package has not been recovered within 3 business days, we will file a claim on your behalf. Replacement items will then be sent to you.

If the shipping carrier has indicated that your package is lost:

If the shipping carrier has indicated that your package was lost in transit, please let us know as soon as possible. Replacement items will be sent to you.

DAMAGED PACKAGE

If your package arrived damaged:

Please let us know as soon as possible. We will need the damaged package report given to you by the shipping carrier OR photos of the damaged box and a description of any damaged or missing products. We will file a claim on your behalf. Replacement items will then be sent to you. 

Please note that all items lost or damaged in transit will be replaced rather than refunded. Thank you.

Please reach out to FedEx, or USPS should you have any questions regarding your delivery status.  

FedEx: https://www.fedex.com/  phone: 1.800.463.3339  

USPS: https://www.usps.com/ phone: 1.800.275.8777

UPS:  https://www.ups.com/ phone: 1.800.742.5877