Lost Packages

Lost Package Policy

At DESTELAYR LLC, we work with reliable shipping services and always provide a tracking number for every order. In rare cases, however, a package may be lost in transit.

If your order appears as “delivered” but you have not received it, we recommend checking with family members, neighbors, or your building’s reception area. In some cases, carriers mark a package as delivered before it is actually dropped off, so it is advisable to wait between 24 and 48 hours. You can also contact the carrier directly (UPS, USPS, FedEx, etc.) to start an investigation.

If after these steps the package still does not appear, please contact us at warehouse@destelayr.com or via WhatsApp at +1 (737) 395-3537. We will be happy to help you resolve the case with the carrier.

In cases where the carrier marks an order as “delivered” but it has not been physically received, DESTELAYR cannot guarantee refunds unless the investigation officially confirms that the package was lost.

If the carrier’s official investigation confirms that the package was lost, DESTELAYR LLC will handle the resolution of the case in accordance with the compensation covered by the shipping provider’s insurance. This process may take up to two weeks from the time the claim is opened. As a matter of company policy, we cannot guarantee refunds outside of this process, since responsibility for the package, once it is marked as “delivered,” lies with the carrier.

Thank you for your understanding and for placing your trust in us.