Is My Order Lost?Updated 7 months ago

While most of our orders arrive on time and without issues, there are occasional delays or instances where a package might get lost by the carrier (e.g., USPS, Canada Post, etc.).

For added peace of mind, we recommend opting for Navidium Shipping Protection at checkout. This optional insurance covers shipments that experience loss, damage, or theft during transit. You can review the Navidium Shipping Protection policies for more details.Click here for more information.

Although YOKU is not responsible for packages lost in transit, our support team is here to assist you as much as possible. If you believe your order may be lost and it meets the criteria outlined below, please don’t hesitate to contact us for help.

Orders Shipping to the United States (excluding APO/FPO shipments) & Canada

Navidium Protected Orders:

- The shipping address on file is correct.

- There have been no tracking updates for 7+ days.

- Tracking confirms the order is in transit and has not been returned to the sender.

Non-Navidium Protected Orders:

- The shipping address on file is correct.

- The order was shipped 21+ days ago and tracking does not provide an expected delivery date.

- Tracking confirms the order is in transit and has not been returned to the sender.

Orders Shipping to the United Kingdom or Australia

Navidium Protected Orders:

- The shipping address on file is correct.

- There have been no tracking updates for 7+ days.

- Tracking confirms the order is in transit and has not been returned to the sender.

Non-Navidium Protected Orders:

- The shipping address on file is correct.

- There have been no tracking updates for 15+ days.

- Tracking confirms the order is in transit and has not been returned to the sender.

 Orders Shipping to the European Union or New Zealand

Navidium Protected Orders:

- The shipping address on file is correct.

- There have been no tracking updates for 15+ days.

- Tracking does not indicate that the shipment is in the process of clearing customs.

- Tracking confirms the order is in transit and has not been returned to the sender.

Non-Navidium Protected Orders:

- The shipping address on file is correct.

- There have been no tracking updates for 20+ days.

- Tracking does not indicate that the shipment is in the process of clearing customs.

- Tracking confirms the order is in transit and has not been returned to the sender.

Orders Shipping to All Other Locations (including APO/FPO shipments)

Navidium Protected Orders:

- The shipping address on file is correct.

- There have been no tracking updates for 15+ days.

- Tracking does not indicate that the shipment is in the process of clearing customs.

- Tracking confirms the order is in transit and has not been returned to the sender.

Non-Navidium Protected Orders:

- The shipping address on file is correct.

- The order was shipped 45+ days ago and tracking does not provide an expected delivery date.

- Tracking does not indicate that the shipment is in the process of clearing customs.

- Tracking confirms the order is in transit and has not been returned to the sender.