What if my package gets lost or arrives damaged?Updated 15 days ago

Here at SYB, we strive to ensure every order reaches you in perfect condition. 

Lost packages

If the tracking status of your order says delivered, and you have not received your package, follow the instructions provided below:

1. Double-check to see if the order was, in fact, delivered, as sometimes carriers leave the packages in a safe place, out of sight and out of the weather, at the driver’s discretion. This could include the front porch, side door, back porch, garage area, or with a neighbor or leasing office.
2. Check with other members in your house to see if they have received the package on your behalf.
3. Check to see if it is held in a community mailbox for pickup.
4. Double-check the tracking information to see if the package was held for pickup at a local location.
5. Contact the carrier and ask them about the package by referencing the tracking number.
6. Start an investigation with the carrier.

If you are still unable to locate the package after following the instructions provided above, or if your shipment was lost in transit, please reach out directly to the carrier (UPS, USPS, etc.).

If you are unable to reach a satisfactory resolution with the carrier, please use our Return Portal and follow the prompts. Include the carrier investigation ID provided by the carrier, your order number and any relevant details. 

Stolen packages

If the carrier determines that your package was delivered but was stolen please file a police report. Package theft is a crime and SYB and partners can not replace stolen packages without verification that a report was filed with proper authorities.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please take a photo of the damaged product and packaging. Then follow the prompts in our Return Portal within 24 hours of receiving the order and upload the photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.