What happens if my item is lost or damaged?Updated 10 months ago
I didn’t receive my item! Is it lost?
We’re very sorry for the trouble! This is a situation we completely try to avoid by tracking your delivery every day. Please know our team’s got you covered! 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. 🐋
If indeed the package is confirmed lost and not received upon checking in with your Wheyl riders or our third-party courier, J&T Express, we will be sending out a new package with your consent. 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. 🎁
My order came in damaged/faulty! What can we do about this?
Oh no! This goes against the excellent experience we always wish to maintain. We’re so sorry the courier’s mishandling got in the way of the usual excellent experience we provide. 😥
While this is a scenario our Production Team and Logistics Team try to completely avoid, your goodies may take unfortunate damage especially with heavy mishandling by our third-party logistics partner. We sincerely regret the mishandling by the courier here and we sincerely apologize for the distress! 🙇♂️🙇♀️
Please reach out to your Community Managers on Facebook, Instagram, or send us an email at [email protected] within 14 days of receiving your damaged/faulty item, including a photo and/or video of the item so your Community Managers may be able to assess the situation and help you out! 📨
Please let your Community Managers know if you wish to replace your item. Likewise, we have two solutions in place for you to choose from:
- If you’d like to replace your item, we’ll gladly do it. Just let your Community Managers know. Your comfort and satisfaction are our priority here! And we’ll work our hardest to put your mind at ease; or
- We can refund the item back to you! Just let us know if you wish to receive it in the form of a refund, and send over your bank details (or your preferred payment method) to your Community Managers. Your refund will be processed right a-whey within 2 to 5 working days! Alternatively, we can use the refundable amount as store credit on your next purchase.
It also goes without saying that whichever option you choose, we got you with extra fun freebies on your next order. It’s the least we could do to make it up to you for the trouble. ✨
Of course, if you have a solution in mind not mentioned for your damaged item, please feel free to express this to your Community Managers. As promised, flexibility is always exercised to provide you with the fullest comfort! ❤️