Missing or Damaged Shipments

Missing or Damaged Shipments

If your Mysa order arrives with missing items or shows signs of damage, we're here to help. Follow these steps to get the issue resolved quickly.

Damaged Shipment

If your Mysa product arrives damaged:

1. Take clear photos of the damaged packaging and product before discarding anything
2. Keep all original packaging materials
3. Email support@getmysa.com within 7 days of delivery with:

• Your order number
• Photos of the damage (both the box and the product)
• A brief description of the damage

Warning Report any shipping damage within 7 days of receiving your order. This allows us to file a claim with the carrier and arrange a resolution promptly.

Missing Items

If your order is missing items:

1. Check your order confirmation email to verify what was included in the order
2. Check whether your order was split into multiple shipments (you may receive separate tracking numbers)
3. Verify that all items were included in the same package by checking the packing slip
4. Email support@getmysa.com with:

• Your order number
• The specific items that are missing
• A photo of the packing slip, if available

Tip Multi-item orders may ship in separate packages. Check your email for additional tracking numbers before contacting support.

Lost or Undelivered Packages

If your tracking shows "delivered" but you haven't received your package:

1. Check around your delivery location (porch, back door, mailroom, front desk)
2. Ask household members or neighbors if they accepted the delivery
3. Wait 24 hours, as carriers sometimes mark packages as delivered early
4. Contact the shipping carrier using your tracking number
5. If you still can't locate the package, email support@getmysa.com with your order number and tracking details

Carrier Information by Region

• Canada — Carrier: Purolator — Typical Delivery Time: 3-7 business days
• United States — Carrier: UPS (most orders), USPS, or FedEx — Typical Delivery Time: 5-10 business days

Note If tracking shows your package is still in transit and the estimated delivery date has passed, contact the carrier first. For persistent delays beyond the estimated window, reach out to our support team.

What to Expect

Once you report a missing or damaged shipment:

• Our support team will review your claim within 1-2 business days
• We may file a shipping insurance claim with the carrier
• Depending on the situation, we will arrange a replacement shipment or issue a refund
• Replacement shipments follow standard shipping timelines based on your region

Shipping Limitations

All orders ship via standard ground shipping with these restrictions:

• No shipping to P.O. Boxes — you must provide a street address
• Express or expedited shipping is not available
• Orders typically ship the next business day after placing your order

Need help? Contact our support team at support@getmysa.com with your order number and photos of any damage.