{"page":{"id":111,"title":"Submit Ticket","handle":"submit-ticket","url":"https://yaybestie.com/submit-ticket/","body_html":"<p class=\"policy-updated\">Last updated: <time datetime=\"2026-10-22\">October 22, 2026</time></p>\n<p>A support ticket is simply an email to our team that arrives with the right subject line and the details we need, so we can sort out your request in one reply instead of three. Choose the topic below that fits best and tap its link: your email app opens with the subject already filled in. Add the details listed under the topic, attach any photos, and send. Every ticket goes to <a href=\"mailto:support@yaybestie.com\">support@yaybestie.com</a>, and a real person replies within one business day, Monday to Friday, US Pacific time.</p>\n<section class=\"policy-summary\">\n<h2>How tickets work</h2>\n<ul>\n<li><strong>One topic per ticket:</strong> it keeps each request moving without waiting on another.</li>\n<li><strong>Order number in the subject:</strong> the pre-filled subjects end with &#8220;#&#8221; so you can type it straight after.</li>\n<li><strong>Photos help:</strong> for damage or mistakes, two or three photos usually mean an instant decision.</li>\n<li><strong>Reply time:</strong> within one business day, and requests sent inside the 24-hour change window are honoured whenever we reply.</li>\n<li><strong>No email app?</strong> Copy our address, support@yaybestie.com, and the subject shown under each topic into any email service.</li>\n</ul>\n</section>\n<h2>Choose your topic</h2>\n<h3>1. Change or cancel an order</h3>\n<p><strong>Best for:</strong> Within 24 hours of ordering, before production starts. <strong>Subject:</strong> &#8220;Change or cancel order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Change%20or%20cancel%20order%20%23\">Email us about: change or cancel an order</a> · related guide: <a href=\"/cancel-change-order/\">Cancel Change Order</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number in the subject line</li>\n<li>exactly what should change: the corrected wording copied in full, the new size or colour, or the new address</li>\n<li>if you want to cancel, simply write &#8220;cancel&#8221; and whether it is the whole order or one item</li>\n</ul>\n<p>Change requests are handled in the order they arrive, and anything received inside the 24-hour window is honoured even if our reply comes later. If production has already started, we will explain your options, including a free-postage return after delivery.</p>\n<h3>2. Where is my order?</h3>\n<p><strong>Best for:</strong> Any time after your order is placed. <strong>Subject:</strong> &#8220;Where is my order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Where%20is%20my%20order%20%23\">Email us about: where is my order?</a> · related guide: <a href=\"/order-tracking/\">Order Tracking</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number</li>\n<li>the tracking number from your shipping email, if you have it</li>\n<li>the last tracking update you can see and its date</li>\n<li>for &#8220;delivered but missing&#8221; parcels, where you have already looked</li>\n</ul>\n<p>If tracking has been still for 7 business days, or the parcel is 7 business days past its latest estimate, we open a carrier investigation for you and offer a free resend or a full refund if it is not resolved within 5 business days.</p>\n<h3>3. My item arrived damaged</h3>\n<p><strong>Best for:</strong> Within 60 days of delivery. <strong>Subject:</strong> &#8220;Damaged item, order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Damaged%20item%2C%20order%20%23\">Email us about: my item arrived damaged</a> · related guide: <a href=\"/returns-exchanges-policy/\">Returns Exchanges Policy</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number</li>\n<li>a photo of the outside of the box showing the shipping label</li>\n<li>a photo of the whole item and a close-up of the damage</li>\n<li>whether you would prefer a free remake or a refund</li>\n</ul>\n<p>In most cases photos are all we need: you do not have to post the broken piece back. Please keep the packaging for a few days in case the carrier asks to see it.</p>\n<h3>4. The personalization or item is wrong</h3>\n<p><strong>Best for:</strong> Within 60 days of delivery. <strong>Subject:</strong> &#8220;Wrong item or personalization, order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Wrong%20item%20or%20personalization%2C%20order%20%23\">Email us about: the personalization or item is wrong</a> · related guide: <a href=\"/returns-exchanges-policy/\">Returns Exchanges Policy</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number</li>\n<li>a clear photo of the personalization or item you received</li>\n<li>what you expected to receive, if it is different from your order confirmation</li>\n</ul>\n<p>We compare the item with what was entered at checkout. If the error is ours, we remake the item for free, usually without needing the first piece back. If the text matches what was typed, you can still return it within 60 days with free return postage.</p>\n<h3>5. Start a return or exchange</h3>\n<p><strong>Best for:</strong> Within 60 days of delivery, for any reason. <strong>Subject:</strong> &#8220;Return or exchange, order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Return%20or%20exchange%2C%20order%20%23\">Email us about: start a return or exchange</a> · related guide: <a href=\"/returns-exchanges-policy/\">Returns Exchanges Policy</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number</li>\n<li>which item or items you want to send back</li>\n<li>the reason, even a short one helps us improve</li>\n<li>whether you would like a refund or an exchange, and for an exchange, the new size, colour or design</li>\n</ul>\n<p>We reply with a return authorization and either a prepaid label or instructions for posting it yourself with reimbursement. Return postage is always on us and there is no restocking fee.</p>\n<h3>6. My lamp or night light is not working</h3>\n<p><strong>Best for:</strong> Within 60 days of delivery. <strong>Subject:</strong> &#8220;Lamp not working, order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Lamp%20not%20working%2C%20order%20%23\">Email us about: my lamp or night light is not working</a> · related guide: <a href=\"/help-center/\">Help Center</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number</li>\n<li>what happens when you plug it in or switch it on</li>\n<li>a short video or photo, if you can</li>\n<li>which checks you have already tried from our Help Center</li>\n</ul>\n<p>Before you write, try another USB port or adapter, check batteries and any shipping tab, and make sure the acrylic panel is fully seated in the base. If it still does not light, we replace it.</p>\n<h3>7. Question about a refund</h3>\n<p><strong>Best for:</strong> After a refund has been approved. <strong>Subject:</strong> &#8220;Refund question, order #&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Refund%20question%2C%20order%20%23\">Email us about: question about a refund</a> · related guide: <a href=\"/refund-policy/\">Refund Policy</a></p>\n<p>Please include:</p>\n<ul>\n<li>your order number</li>\n<li>the date of our refund email, if you received one</li>\n<li>the amount you expected</li>\n</ul>\n<p>Approved refunds are sent within 7 days to the original payment method. If our refund email is more than 10 business days old and nothing shows on your statement, include the date so we can send your bank a reference.</p>\n<h3>8. Payment problem at checkout</h3>\n<p><strong>Best for:</strong> Any time. <strong>Subject:</strong> &#8220;Payment problem at checkout&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Payment%20problem%20at%20checkout\">Email us about: payment problem at checkout</a> · related guide: <a href=\"/payment-methods/\">Payment Methods</a></p>\n<p>Please include:</p>\n<ul>\n<li>the approximate time you tried to pay</li>\n<li>any error message you saw, in your own words</li>\n<li>the country of your billing address</li>\n<li>never your card number, security code or a bank one-time code</li>\n</ul>\n<p>We cannot see card details, but we can see whether a payment attempt reached us and tell you whether there is anything left to do. A declined attempt does not create an order.</p>\n<h3>9. Question before ordering</h3>\n<p><strong>Best for:</strong> Any time. <strong>Subject:</strong> &#8220;Product question&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Product%20question\">Email us about: question before ordering</a> · related guide: <a href=\"/size-guide/\">Size Guide</a></p>\n<p>Please include:</p>\n<ul>\n<li>the product name or a link to it</li>\n<li>your question, for example which size suits a long name</li>\n<li>the date you need the gift, if you have one</li>\n</ul>\n<p>Asking before you order is always easier than fixing something after. We can help with sizes, wording, materials and whether a date is realistic.</p>\n<h3>10. Privacy or account request</h3>\n<p><strong>Best for:</strong> Any time. <strong>Subject:</strong> &#8220;Privacy request&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Privacy%20request\">Email us about: privacy or account request</a> · related guide: <a href=\"/privacy-policy/\">Privacy Policy</a></p>\n<p>Please include:</p>\n<ul>\n<li>what you would like: a copy of your data, a correction, account deletion or deletion of information</li>\n<li>send it from the email address you use for orders, so we can confirm it is you</li>\n</ul>\n<p>We answer privacy requests within 30 days, usually much sooner, and never treat anyone differently for making one.</p>\n<h3>11. Copyright, trademark or other rights</h3>\n<p><strong>Best for:</strong> Any time. <strong>Subject:</strong> &#8220;IP report&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=IP%20report\">Email us about: copyright, trademark or other rights</a> · related guide: <a href=\"/intellectual-property-policy/\">Intellectual Property Policy</a></p>\n<p>Please include:</p>\n<ul>\n<li>the details listed on our DMCA page for copyright, or on our Intellectual Property Policy for other rights</li>\n<li>the page link or product name</li>\n<li>your contact details and signature</li>\n</ul>\n<p>We acknowledge reports within one business day. Copyright notices must follow the format the law requires, so please use the checklist on the relevant page.</p>\n<h3>12. Feedback or a product idea</h3>\n<p><strong>Best for:</strong> Any time. <strong>Subject:</strong> &#8220;Idea&#8221;</p>\n<p><a href=\"mailto:support@yaybestie.com?subject=Idea\">Email us about: feedback or a product idea</a> · related guide: <a href=\"/about-us/\">About Us</a></p>\n<p>Please include:</p>\n<ul>\n<li>what you were looking for and could not find</li>\n<li>or what you loved, or did not, about an order</li>\n</ul>\n<p>We are a young shop and customer ideas genuinely shape what we make next.</p>\n<h2>What happens after you send a ticket</h2>\n<ol>\n<li>Our inbox time-stamps your message the moment it arrives.</li>\n<li>We match it to your order using the order number or your email address and check the latest production or tracking status.</li>\n<li>Within one business day you receive a reply with what we found and the next step, whether that is a corrected order, a prepaid label, a carrier investigation or a refund confirmation.</li>\n<li>When a step completes, for example a remake ships or a refund is sent, we email you again.</li>\n<li>Reply to the same email thread for anything else about the same request, so the full history stays together.</li>\n</ol>\n<h2>Tips for a quick resolution</h2>\n<ul>\n<li>Send from the email address you used at checkout. It lets us confirm the order is yours without extra questions.</li>\n<li>Write the order number as digits only, for example 1042, rather than a screenshot of it.</li>\n<li>Take photos in daylight, without a flash, and include the shipping label in at least one of them.</li>\n<li>For wording changes, paste the complete corrected text, not just the letter that changes.</li>\n<li>If a date matters, put it in the first line: &#8220;Needed by March 14&#8221;.</li>\n</ul>\n<h2>Which topic should I choose?</h2>\n<p>If your request fits more than one topic, pick the one that needs action first. A parcel that arrived broken and also has a typo is a &#8220;damaged&#8221; ticket; mention the typo in the same message and we will deal with both. A return that you would like to turn into a different product is a &#8220;return or exchange&#8221; ticket. Not sure at all? Choose &#8220;Question before ordering&#8221; or simply email support@yaybestie.com with a clear subject; we will route it to the right person and nothing gets lost.</p>\n<h2>Following up on a ticket</h2>\n<p>If you have not heard back within one business day, look in your spam, junk and promotions folders for a reply from support@yaybestie.com. If there is nothing there, reply to your original email with &#8220;Follow-up&#8221; at the start of the subject. Please avoid opening a new ticket for the same request, because two threads about one order can lead to mixed messages. If you think a decision we made is wrong, say so in the same thread and a different team member will review it.</p>\n<h2>What we never ask for in a ticket</h2>\n<p>We will never ask you to send your full card number, security code, online banking password or a one-time code from your bank, and we will never ask you to pay by gift card or transfer. If a message claiming to be from us asks for any of those, do not reply with the information; forward it to us so we can investigate. Our <a href=\"/privacy-policy/\">Privacy Policy</a> explains how we handle the information you do send.</p>\n<h2>Prefer to read first?</h2>\n<p>Many questions are answered in a minute in our <a href=\"/faqs/\">FAQs</a> or the step-by-step guides in the <a href=\"/help-center/\">Help Center</a>. Our <a href=\"/contact-us/\">Contact Us</a> page lists our business address and reply times. And if your question is about timing, the <a href=\"/shipping-delivery/\">Shipping &amp; Delivery</a> page has the full timeline from order to doorstep.</p>\n","visible_characters":10381,"meta_description":"Open a Yay Bestie support ticket with a pre-filled email for changes, tracking, damage, returns, refunds or questions, and see exactly what details to include.","parent":null,"published_at":"2026-10-22T11:18:42+00:00","updated_at":"2026-10-22T11:18:42+00:00"}}