01
Locate your order information
Have your order number, checkout email address, recipient name, and shipping address ready for verification.
Order support guide
Order Issues
Clear guidance for delayed, missing, damaged, incorrect, or incomplete orders. Follow the steps below so our support team can review your request accurately and help move it toward the right resolution.
Keep all packaging
Do not discard labels, inserts, or damaged materials until your case is reviewed.
01
Before requesting help
Prepare the basics
A few clear details help us identify your order, confirm what happened, and determine the most appropriate next step.
02
Review the latest tracking event
Check the carrier status, delivery date, delivery location, and any notes about access, weather, or an attempted delivery.
03
Keep the original materials
Retain the shipping box, mailing label, protective packaging, product packaging, and all included items until the review is complete.
04
Capture clear supporting photos
For damage, incorrect products, missing components, or package concerns, photograph the full item, packaging, label, and affected area.
The first 24 hours
Complete these checks first
Delivery notifications can sometimes appear before a parcel is physically placed at the final location. These checks resolve many cases quickly.
01
Confirm the address
Compare the order confirmation with the delivery address entered during checkout.
02
Check nearby areas
Look around entrances, porches, garages, side gates, parcel lockers, mailrooms, and sheltered areas.
03
Ask household members
Confirm whether a family member, neighbor, receptionist, building manager, or front desk accepted the parcel.
04
Allow one business day
When tracking shows delivered but the parcel is not visible, allow one business day for a delayed final scan or placement.
Order tracking
Read your tracking status
Tracking updates describe where your parcel is in the delivery process. The latest scan usually provides the most useful direction.
1
Label created
The shipping information has been prepared. Carrier movement may not appear until the first physical scan.
2
In transit
Your parcel is moving between carrier facilities. Temporary gaps between scans can occur during long-distance transportation.
3
Out for delivery
The package is scheduled for final delivery. Timing can vary based on route volume, access, traffic, and local conditions.
4
Delivered
Review the recorded location, complete the nearby-area checks, and allow one business day if the parcel is not immediately visible.
Delivery timing can shift during high-volume periods.
Delayed orders
Delayed delivery
Your parcel is still moving
Standard delivery is estimated at 3–5 business days after shipment. Weekends, holidays, severe weather, regional disruptions, carrier congestion, and address-access issues can extend the timeline.
- Review the most recent carrier scan and any revised delivery estimate.
- Confirm that the shipping address is complete and accessible.
- Allow two additional business days when tracking remains active and continues to update.
- Request a review when tracking has not updated for an extended period or the revised delivery date has passed.
Business-day timing
Business days do not include weekends or recognized carrier holidays.
Clear photographs help document the condition accurately.
Damage review
Damaged or defective
Your item arrived damaged
Stop using an item if its condition may affect safe operation, hygiene, product integrity, or intended performance. Keep every part of the shipment while the issue is reviewed.
- Photograph the full product from multiple angles in clear lighting.
- Capture close-up images of cracks, leaks, dents, broken parts, contamination, or other visible concerns.
- Include photographs of the shipping box, interior packaging, and shipping label.
- Describe whether the outer package was crushed, opened, wet, punctured, or otherwise affected.
Do not dispose of the item
The product and all packaging may be needed for verification, return instructions, or carrier review.
Some multi-item orders may arrive in separate parcels.
Missing delivery
Missing package or item
Something has not arrived
A missing package and a missing item require different checks. First confirm whether the entire shipment is absent or whether only part of the order is missing.
- Check whether your order confirmation lists more than one shipment or tracking number.
- For a delivered package that cannot be found, complete all nearby-location and household checks.
- For an opened parcel with missing contents, photograph the box, label, inserts, remaining items, and internal packaging.
- List the exact product name, quantity, size, or variation that is missing.
Separate shipments
Products in the same order may be dispatched separately and arrive on different dates.
Keep products unopened when the delivered variation is incorrect.
Incorrect item
Wrong or incomplete order
You received the wrong item
If the product, quantity, size, color, model, or included components do not match your order confirmation, keep the item unused and retain its original packaging.
- Compare the delivered item with the product name and variation shown in your confirmation.
- Photograph the delivered product, barcode, model number, package label, and all included contents.
- Do not open sealed personal-care or hygiene products when the exterior label confirms the wrong item.
- Identify the item ordered and the item received so the difference is clear.
Preserve product condition
Unused, unopened, and complete items are easier to verify and process for an exchange or return.
What happens next
Resolution guide
Each case is reviewed using the order record, tracking history, product condition, supporting evidence, and the specific circumstances reported.
Issue type
Typical review
Next step
Delayed shipment
Tracking activity, carrier scans, destination, estimated date, and transit exceptions are reviewed.
Tracking guidance
Missing package
Delivery scan, recorded location, address details, nearby checks, and carrier information are assessed.
Delivery review
Damaged product
Product photos, package condition, shipping label, reported defect, and safe-use concerns are examined.
Replace or refund
Wrong item
The ordered variation is compared with the received product, label, barcode, and included contents.
Exchange support
Missing contents
Shipment count, package photos, remaining contents, product list, and packaging condition are reviewed.
Case assessment
Supporting information
Build a clear case
Complete information reduces follow-up questions and allows the issue to be reviewed with greater accuracy.
Order number
Provide the complete order number exactly as it appears in the confirmation.
Checkout email
Use the email address associated with the order so the correct purchase can be located.
Clear photographs
Include the full product, issue area, package exterior, shipping label, internal packaging, and all delivered contents.
Packaging condition
Describe whether the parcel was sealed, opened, crushed, torn, wet, punctured, relabeled, or visibly altered.
Concise issue summary
Explain what you expected, what you received, when you noticed the issue, and whether the product was used.
Preferred resolution
State whether you are requesting tracking support, a replacement, an exchange, a return, or a refund review.
Common questions
Order support FAQ
Review these answers before submitting your request.
Why does tracking show delivered when I cannot find the package?
A carrier may complete the delivery scan shortly before final placement, leave the parcel in a less-visible secure location, or deliver it to a reception area, parcel locker, household member, or nearby address. Complete the first checks and allow one business day before requesting a review.
Can products from one order arrive separately?
Yes. An order may be divided into multiple shipments based on product availability, package size, or fulfillment location. Review your confirmation and tracking information for additional shipment numbers.
What should I do with a damaged personal-care item?
Do not use a product when the packaging seal, hygiene, contents, electrical safety, structural integrity, or intended performance may be compromised. Photograph the item and packaging, then keep everything until instructions are provided.
Should I return an incorrect item immediately?
No. Keep the product unused and in its original packaging. Wait for review and return instructions before sending anything, because an unauthorized shipment may not be identifiable or processed correctly.
How long do I have to report an order issue?
Report delivery, damage, missing-content, or incorrect-item concerns as soon as they are discovered. Return and exchange requests must also remain within the applicable 30-day return period.
What happens after I submit my information?
The order record, tracking information, product details, photographs, and requested resolution are reviewed. Additional information may be requested when required to confirm the issue or determine the correct solution.
Need direct assistance
Send us your order details
Include your order number, checkout email, a concise explanation, and any relevant photographs. DailyWell customer support is available 24/7 to help review your request.
Contact DailyWell