Contact Us

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Need a hand? You will reach a real person at Yay Bestie, not a bot and not a call centre script. Whether you are choosing between two ornament sizes, fixing a typo you spotted right after checkout, tracking a parcel that has gone quiet or sending us a photo of a mug that did not survive the trip, this page tells you the quickest way to get it sorted.

How to reach us

  • Email: support@yaybestie.com, the fastest way to reach us for anything.
  • Support ticket: the Submit Ticket page gives you pre-filled emails for common topics.
  • Reply time: within one business day, Monday to Friday, US Pacific time.
  • Post: Yay Bestie, 6230 Belmont Trail Ct, San Diego, CA 92130, United States.
  • Phone and live chat: not available at the moment; email lets us look up your order and reply with the details in writing.

When we reply

We read every message and reply within one business day. Business days are Monday to Friday, excluding US public holidays, on US Pacific time. A message sent on Friday evening will be answered on Monday; a message sent on Tuesday morning is usually answered the same day. In the weeks before big gift holidays we get more mail than usual, but the one-business-day promise still stands.

If you have written and not heard back within one business day, please check your spam or promotions folder for a reply from support@yaybestie.com, then send a short follow-up. Occasionally an email provider filters messages from a new store.

What to include so we can help in one reply

The quickest conversations are the ones where we do not have to ask a follow-up question. Here is what helps for the most common topics:

What to send for each type of request
Topic Please include Helpful page
Change or cancel an order Order number and the exact new wording or option; send within 24 hours of ordering Cancel or Change an Order
Where is my order? Order number and the email used at checkout Order Tracking
Damaged item Order number, photos of the box, label and item Returns & Exchanges
Wrong or misprinted item Order number and a photo of the personalization Returns & Exchanges
Return or exchange Order number, item, reason, refund or exchange Returns & Exchanges
Refund question Order number and the date of our refund email Refund Policy
Payment problem The time you tried and any error message (never your card number) Payment Methods
Product question before ordering Product name or link and your question Size Guide
Privacy request “Privacy request” in the subject, sent from the email on your orders Privacy Policy
Copyright or trademark concern The details listed on our policy pages DMCA

What happens after you write

  1. Your message arrives. Our inbox records the time it was received, which matters for the 24-hour change window: a change request sent inside the window is honoured even if our reply comes later.
  2. We find your order. We match your email address or order number to the order, check its production status and, if it has shipped, look at the carrier’s latest tracking scan.
  3. We reply with a plan. Within one business day you get a reply that says what we found and what happens next, for example “we corrected the spelling before printing”, “here is your prepaid return label” or “we have opened a carrier investigation and will update you by Friday”.
  4. We follow through. If something needs another step, such as a remake shipping or a refund being issued, you get another email when it happens, so you are never left guessing.
  5. We close the loop. Once your request is resolved, we say so. If you reply later, the conversation picks up where it left off.

Example messages that get fast answers

You do not need to write anything formal. These are the kinds of messages that we can usually solve in a single reply:

  • “Hi, order 1042. I typed Katelyn but it should be Kaitlyn with an i. Can you fix it before it is made? Thanks!”
  • “Order 1057 arrived today and the mug handle is snapped off. Photos of the box, label and mug attached.”
  • “Thinking about the acrylic night light for my sister’s wedding on June 14. I’m in Auckland. If I order today, roughly when should it arrive?”
  • “My order 1063 says delivered but it’s not here. I checked with my neighbours and the mailroom.”

Short and specific beats long and general every time. Include the order number if you have one, and attach photos when something is broken or wrong.

How common situations are usually resolved

  • A typo noticed within 24 hours: corrected before production, at no cost.
  • A typo noticed after production: the item can be returned within 60 days with free return postage, and you can reorder with the right wording.
  • Our mistake on the personalization: a free remake, usually without returning the first piece.
  • Broken in transit: a free remake or a full refund, usually from photos alone.
  • A light that will not switch on: a few quick checks first (cable, port, batteries, protective film), then a replacement if it still does not work.
  • Tracking quiet for 7 business days: we open a carrier investigation for you; if it is not resolved within 5 business days, you choose a free resend or a full refund.
  • Changed your mind: a return within 60 days of delivery, return postage on us, refund within 7 days of approval.

Taking photos that help

When something arrives damaged or wrong, two or three clear photos usually let us approve a fix immediately. Take one of the outside of the box showing the shipping label, one of the whole item, and one close-up of the problem, such as the chip, crack, misprint or wrong letter. Natural daylight works better than a flash, which can hide scratches on acrylic or make colours look different. If a lamp will not light, a short video of you plugging it in and pressing the switch is perfect. Large photo files are fine to send by email; if a file bounces, send them in two smaller emails.

Writing from Canada, Australia or New Zealand

We work on US Pacific time, so customers in Australia and New Zealand often send a message in the evening and wake up to our reply. Canadian customers on the east coast are three hours ahead of us. The one-business-day reply promise is counted on Pacific time; if your message arrives on our Friday afternoon, the answer will normally be with you by our Monday. Prices, refunds and payment questions are always handled in US dollars.

Things we will never ask you for

We will never ask you to email your full card number, security code, bank password or a one-time code from your bank. We will never ask you to pay by gift card, cryptocurrency or a transfer to a personal account. Genuine emails from us always come from an address ending in @yaybestie.com and refer to a real order number you can find in your own confirmation email. If you receive a message claiming to be from Yay Bestie that asks for any of those things, do not reply with the information; forward it to support@yaybestie.com so we can look into it.

Racing a deadline?

If you need a gift for a specific date, tell us the date in your first message. We cannot speed up the carrier or offer express shipping, but we can check where your order is in production, confirm what the carrier’s tracking says and tell you honestly how the timing looks. For future orders, the planning tips on our Shipping & Delivery page help you count back from the big day. As a rule of thumb, allow up to 17 business days from order to doorstep.

Writing to us about a gift you received

If you received a Yay Bestie gift and something is wrong, you are welcome to contact us directly, even if you did not place the order. Include the order number from the packing slip if there is one, or the name of the person who sent it, along with photos of any problem. We will help you with an exchange or a fix and keep the conversation as discreet as you like. Refunds always go back to the person who paid, which we will explain before doing anything.

Team orders, events and bigger requests

Planning mugs for a whole office, ornaments for a family reunion or favours for a party? Email us before you order with the number of items, the products you have in mind and the date you need them. We will confirm whether the timing works and the simplest way to enter many different names. We do not offer wholesale accounts or reseller pricing at the moment.

Suggestions and product ideas

Yay Bestie is a young shop and we are still building our shelves. If you were looking for something you could not find, such as a product type, a size, a colour or a kind of design, we genuinely want to know. Product ideas from customers are one of the main ways we decide what to make next. Send them to the same email address with “Idea” in the subject line.

Our business details

Yay Bestie
6230 Belmont Trail Ct
San Diego, CA 92130
United States

Email: support@yaybestie.com

This address is our business address for correspondence and legal notices. It is not a store or a returns counter, so please do not visit or send returns there without a return authorization; we will give you the correct return instructions when you contact us.

Before you write: quick answers

A lot of questions are answered in a minute on these pages:

  • FAQs: personalization, timing, care, returns and more.
  • Help Center: step-by-step guides grouped by topic.
  • Order Tracking: check where your parcel is with your order number and email.
  • Size Guide: choose between mug, ornament, plaque and lamp sizes.
  • Shipping & Delivery: timelines, countries and what happens if a parcel is late.

Language and accessibility

We provide support in English. If writing a long email is difficult for you for any reason, a short message with your order number is enough to get started, and we will take it from there. If you use assistive technology and run into a part of our website that does not work well with it, please tell us which page and what happened; we want every customer to be able to shop and ask for help comfortably.

Our privacy promise for support messages

Anything you send to support, including photos, is used only to help you with your request and kept as described in our Privacy Policy. We do not share your messages publicly or use your photos in marketing without asking first. If you would like us to delete a conversation after it has been resolved, just ask.