What happens if my item is lost?Updated 25 days ago

Lost, damaged, or delayed shipments do tend to occur from time to time, despite the best of the Wheyl team's ability to avoid them. 🥹

In case they do happen, here are a few scenarios that might occur, and the best possible whey for us to support you from there: ⬇️

I didn’t receive my item! Is it lost?

🛵 Orders within Metro Manila: 

These are usually delivered by our in-house team of Wheyl riders! They make sure to send over a text indicating who they are and that they're nearby, or give you a call when they've arrived. 📍

Your Wheyl riders will also make sure to take a photo of your goodies upon delivery or when they've left this at your designated mailbox or with the concierge team of your apartment building. 📸

In the event that you haven't received a message or phone call from your Wheyl rider indicating delivery, we do encourage to do the following steps:

1️⃣ If you live in an apartment complex, we encourage to tap your concierge team for assistance! It might've been mixed up with other parcels, or perhaps delivered to another building; or

2️⃣ If you live in a residential address, perhaps you can ask family members, or roommates if they've intercepted the parcel on your behalf.

If you've done either steps and you're still unsure about where your goodies are, immediately reach out to your Community Managers via Facebook, Instagram, or email [email protected] with your concerns so we can focus all our efforts on investigating and tracking your delivery. 🐋

🛵 Orders outside Metro Manila (provincial): 

Wheyl orders delivering to provincial areas are done through our third-party carrier J&T Express! With the tracking details sent to you over email upon shipment, you can monitor the shipment daily and check for the dispatcher's name and phone number on the tracking site itself. 📲

[ This is usually available once your goodies are out for delivery. 🚶🏻‍♂️]

In the event that you haven't received a message or phone call from your J&T Express dispatcher indicating delivery, we do encourage to do the following steps:

1️⃣ Reach out to the dispatcher with the information available on the tracking website; or

2️⃣ You can ask family members, or roommates if they've intercepted the parcel on your behalf.

If your goodies are confirmed to be undelivered despite the tracking details saying so, immediately reach out to your Community Managers via Facebook, Instagram, or email [email protected] with your concerns so we can have this investigated with our team at J&T Express to look into it further! 🔎

Once our team at J&T Express deemed this irretrievable, we'll go on ahead and send over a new package! If you wish to change your delivery address or receiver information, just let us know and we'd be more than happy to accommodate this. ❤️‍🩹

We understand how discouraging the long wait may be, and we completely understand if you no longer wish to wait for another package. 🙏

If you'd like to cancel your order, know more about it here.  🌐

Otherwise, if you’d like to give us a chance to make it up to you, we’ll be sending out a new package with extra freebies and a discount, which discount will be coordinated with you by your Community Managers. 🎁