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What if I don't receive my order?

It doesn’t happen often, but carriers such as UPS and The United States Postal Service do lose packages.

If you have placed an order and have not received it in a reasonable period, do the following:

  • Phone Yukon Bay. Ask for the Customer Service Department.


  • Give the Customer Representative your Order Number you received when placing the order.
Yukon Bay will file a tracing with the carrier. Normal response time is 10 working days after the tracing is filed. Most carriers require a 10-day waiting period before they will accept a tracing request. The United States Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracing. (90 days outside continental U.S.)

Yukon Bay will notify you when we receive the result of the tracing. Results of a tracing are generally one of the following:

  • The carrier is unable to prove delivery. Therefore, credit has been issued to your account or we have re-shipped your merchandise as you requested.


  • The Carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.

    If, after receiving the photocopy, you find the signature is not yours, a neighbor’s or a member of your family’s, return the photocopy to Yukon Bay together with a denial of signature letter. We will then file a denial of signature claim with the Carrier. This will require an additional 7 to 10 working days. We will notify you of the results.


  • The Carrier may have returned the order to Yukon Bay for the following reasons:
    • UPS made three attempts at delivery to you and no one was home.


    • Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box.


    • You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to Yukon Bay.