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\nWondering where your gift is? Enter your order number and the email address you used at checkout in the form below to see the current status of your Yay Bestie order. Your order number is in your confirmation email and starts with a # sign; type just the number. Below the form you will find what each status means, how long each stage normally takes, and what to do if tracking goes quiet.
\nTo track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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The form above shows the status of your order in our shop. Here is what each one means and what, if anything, you need to do:
\n| Status | \nWhat it means | \nWhat you need to do | \n
|---|---|---|
| Pending payment | \nThe order was started but payment has not been confirmed | \nComplete payment, or ignore it if you did not mean to order; nothing is made until payment clears | \n
| On hold | \nWe are waiting for something, such as a payment confirmation or your answer to a question about the personalization | \nCheck your email for a message from us | \n
| Processing | \nPayment is confirmed and your gift is being personalized and packed | \nNothing; changes are possible within 24 hours of ordering if production has not started | \n
| Completed | \nYour parcel has been handed to the carrier and the shipping email has been sent | \nUse the tracking number in the shipping email to follow the parcel | \n
| Cancelled | \nThe order was cancelled before production, at your request or because payment failed | \nNothing; any payment taken is refunded within 7 days | \n
| Refunded | \nAll or part of the order has been refunded | \nAllow your bank a few business days to show it | \n
Note that “Completed” means completed by us, in other words shipped, not delivered. The carrier’s tracking page shows where the parcel is after that.
\nHere is how an order normally moves, using a mug ordered on a Monday and shipped to an address in Ohio as an example:
\nOrders to Canada, Australia and New Zealand follow the same pattern with one extra stage: international transit and customs clearance, which can show as a pause of several days with no new scans. That is normal, and tracking usually updates again once the local carrier takes over.
\nThese examples show how the same order timeline plays out for each destination. Dates assume an order placed on a Monday with no public holidays in the way, and use the full ranges, so real deliveries often arrive sooner.
\n| Destination | \nShips (1–3 business days) | \nArrives (7–14 business days in transit) | \nTypical tracking pattern | \n
|---|---|---|---|
| United States | \nTuesday to Thursday, week 1 | \nBetween week 2 and week 4 | \nSteady scans between facilities, then out for delivery | \n
| Canada | \nTuesday to Thursday, week 1 | \nBetween week 2 and week 4 | \nUS scans, a pause at the border, then local carrier scans | \n
| Australia | \nTuesday to Thursday, week 1 | \nBetween week 2 and week 4 | \nUS export scans, an international flight with few updates, customs, then local carrier | \n
| New Zealand | \nTuesday to Thursday, week 1 | \nBetween week 2 and week 4 | \nSimilar to Australia, often with one longer quiet stretch in the middle | \n
Carriers are busiest from late November to early January and in the run-up to Mother’s Day and Valentine’s Day. In those weeks, scans can be less frequent and transit can sit at the slower end of the 7–14 business day range. Public holidays in the destination country, for example Thanksgiving in the United States, Boxing Day in Canada, Australia and New Zealand, or Waitangi Day in New Zealand, also pause deliveries for a day or two. Severe weather can close depots without warning. None of these change our promise: if your parcel stalls for 7 business days, tell us and we will chase it for you.
\nParcels crossing a border are checked by the destination country’s customs service. Most clear within a day or two, sometimes without a visible tracking update. Occasionally customs asks for more information or assesses import duties, taxes or a handling fee. If the carrier contacts the recipient about a payment, that charge is set by the destination country and is not part of our price or free shipping. Paying it releases the parcel; refusing it usually sends the parcel back to us, and we then refund the item price once it arrives. If you are unsure whether a request for payment is genuine, compare it with the carrier’s official website or ask us before paying.
\nYour tracking number shows the destination town and delivery events, so share it only with people you trust, such as the gift recipient. We will never ask you to pay a fee through a tracking link, and we never send tracking updates by text message from unknown numbers. If you receive a message about a “Yay Bestie parcel” asking for payment or personal details, do not click it; forward it to us instead.
\nIf your order has been in Processing for more than 3 business days, or the form above shows Completed but you have no shipping email, check your spam, junk and promotions folders for a message from support@yaybestie.com. If it is not there, email us with your order number and we will send the tracking number directly. It is also possible that the email address on the order has a typo; we can correct it once we have confirmed the order is yours.
\nGive the carrier a little time first; scans are not always recorded at every stop. Then contact us with your order number if:
\nWe will open an investigation with the carrier on your behalf. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, you choose: we remake and resend your order for free, or refund it in full. Full details are on our Shipping & Delivery page.
\nWhen you send a gift straight to the recipient, the tracking emails go to you, the buyer, so the surprise is kept. Share the tracking link with the recipient if you would like them to look out for the parcel. If the recipient spots a problem when it arrives, they can contact us directly, or you can forward their photos to us.
\nOccasionally we split an order into two parcels so that one item is not held back by another, or because some items pack better separately. You will receive a separate tracking number for each parcel, and the status above may show the order as Completed once the last one ships. A split shipment never costs extra.
\nTo help us chase a parcel quickly, include your order number, the tracking number from your shipping email, the last tracking update you can see and its date, and, for “delivered but missing” cases, where you have already looked. If the address on the parcel might be incomplete, tell us the full correct address too. With those details we can usually contact the carrier the same day we read your message, and we will keep you updated until the parcel is found, replaced or refunded.
\nEmail support@yaybestie.com with your order number, use the Submit Ticket page, or browse our Help Center and FAQs. We reply within one business day.
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