Issues with shipments can occur for a multitude of reasons.
Here is some handy information to diagnose the issue and steps to resolve.
This indicates your package has not yet been scanned by the carrier. It could be on its way to you or currently in FedEx’s possession and yet to be scanned. You should see movement on your tracking link within the next 24-48 hours.
Please be aware that shipment volumes at FedEx fluctuate, and from time to time there will be a lag in updates to their tracking system. It’s not uncommon to see a Pending status one day, and then see that the package is well on its way to you the next day. Please be patient with this process, in almost every case tracking will update within 2 business days.
For more information on pending status, go here.
Once FedEx receives the shipping label information, they will provide an estimated delivery date. This date could change once your shipment begins transit. This could be due to delays by the carrier, weather changes, damaged shipping labels, or a variety of other reasons.
If the shipment is continuing to be scanned, even at the same location, it is not lost and is likely just delayed.
Tip: You can sign up for delivery updates via text on your tracking link to stay informed of any changes.
To sign up for FedEx shipment SMS alerts go here (data rates may apply).
A package being scanned multiple times at one location indicates that FedEx is experiencing delays at that hub. Because the shipment is being repeatedly scanned, this indicates your shipment is not lost and will be delivered as soon as possible.
You do not need to contact us for us to know if there’s an issue with your shipment. The Layla shipping team is checking the status of shipments everyday, and if we see an unusual delay we will be taking action to investigate and correct any issues that may be identified.
If you see no change to your tracking status after 7 business days from receiving your tracking number, please email support with your order number and tracking number.
**Contacting us multiple times or through multiple channels will result in a delay in handling your request. We ask that you please contact us one time via email. We will confirm receipt of your inquiry and we will address it as quickly as possible. We understand frustrations with shipment issues and delays and we give them high priority.
For more information about how FedEx receives shipments, please see this page.
If your tracking status shows “Delivered” and you do not see your package, please take the following steps:
- Check all areas of your home and property. At times FedEx will “hide” your package to keep it safe from “porch pirates”.
- Check the outside of your front door for a “Missed Delivery” notification.
- Check with all other people in the household. Someone may have grabbed the package and stashed it somewhere for you.
- Check with your immediate neighbors if possible. Although rare, occasionally a FedEx driver may mistakenly drop a package off at the next house down or across the street.
- If you live in an apartment, condo, or gated community - Check with the leasing office or property management. If the FedEx driver is unable to get to the front door of your unit, they may have left the package with onsite management or security, or they may have left a “Missed Delivery” notice with them.
- Check your mailbox for a “Missed Delivery” notification from the driver.
- Call FedEx at 1-800-463-3339 with your tracking number. It’s possible that there is a glitch in their system.
- If you have followed all prior steps and still do not have your package, please email support with your order # for further assistance. You can view our claims policy here.
**Contacting us multiple times or through multiple channels will result in a delay in handling your request. We ask that you please contact us one time via email. We will confirm receipt of your inquiry and we will address it as quickly as possible. We understand frustrations with shipment issues and delays and we give them high priority.
If you did not receive a tracking number, please take the following steps:
- Check your email spam and promotions folders. Search for the subject line “Your Layla order is shipping”.
- Check your email trash folder.
- Follow this link and type your order number into the search field: https://laylasleep.com/track/
- If you still cannot retrieve your tracking number, please email support
**Contacting us multiple times or through multiple channels will result in a delay in handling your request. We ask that you please contact us one time via email. We will confirm receipt of your inquiry and we will address it as quickly as possible. We understand frustrations with shipment issues and delays and we give them high priority.
If your order has not yet shipped, simply chat with us or email support with the subject line "Address Change Order #999999" where the 9s represent your valid order number and we can get the address changed for you.
If the item has shipped we can reroute the package for an $18 address correction fee.
A delivery exception means your package is temporarily delayed while in transit due to unavoidable circumstances. The reason could be inclement weather, a natural disaster, a vehicle issue like a flat tire, or other conditions. It could still be delivered on time. If there are no updates for 48 hours, please reach out to FedEx for more information. They can be reached at 1-800-GoFedEX (1-800-463-3339).