Update on Wyze In Response Orders & Shipping (May 12, 2020)

So you’re saying this is now the official order “issues” thread, correct?
I posted these in another thread but I’m also posting here per your new instructions.

Order 002002545 (4/21) / support ticket 586630 - received the thermometer but not the masks. Talked to CS by phone on May 5 and was told to wait a couple days more for the item but they couldn’t confirm they shipped. Placed the ticket # above on May 8 with no response since.

Order 002005149 / 002005170 / 002005182 placed as one order (4/21) / support ticket 567762 (started May 1) - haven’t received any of these. The status changed from waiting for payment confirmation to shipped on May 6 and I was told immediately after that there was an order error and a new order would be placed. Then on May 8 I was told a specialist would contact me in 24-48 hrs. I haven’t heard anything since. I have no idea of the real status of this order other than Wyze received payment.

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Shipping to Canada?

Good morning @WyzeGwendolyn
On april 30 I placed and order of a pack of masks and packet of 4 bulbs, plus 3 bulbs for free.
On may 11 i received the mask but not bulbs, and it shows that my order has being completed.
order #002228476
Ticket #593447

Thanks for checking into this!

I just ordered this past weekend and received them yesterday. They have been coming faster than when I fisrt ordered.

Good Job WYZE


Yes, I would recommend waiting in your case, @muerte33. :slight_smile:

@TechJunkie, I see the same thing. I’m betting that your order is going to ship out when we get the new stock in. At the very least, it doesn’t look like it was shipped without the masks. When yours comes in, please let me know if you don’t receive part of it so I can look deeper.

@dr-erin, I sent you a reply on that other thread. :slight_smile:

@kmu222, sorry about that! I’ll process a replacement for those masks. Your new order number is 002516524.

@mike639, I checked on your order and it looks like part of it was the keypad. We recently got more stock of those and it looks like it finally started shipping today. Sorry for the delay!

@MatthewY, have you received a reply yet? If not, may I please have your support ticket number? I can’t use the payment ID to search but that was a good idea. :slight_smile:

@n8foo, it looks like your order is back in pick and pack so it should be processed and the rest sent out. But I’ll send this number over to the team to be on the safe side.

@Mlash, I am super sorry to hear that you’ve had trouble with our shipping before. I checked on yours and I suspect that your order got lost after it left our warehouse. I’ve processed a replacement with order 002516602. This should make it to you before the next pandemic but please let me know if you have any further trouble.

@ben.mereness, sorry about that! I’ve processed replacement order 002516647 for you.

@canawler, yes, this is the best thread to reach me. I’m struggling with keeping up with all of the other created threads in the forum and I apologize. I asked the support team to circle back to your second ticket since that process is already in motion. However, I’ve created a replacement order for your masks. The new order number is 002516755.

@williamcomartin, we’re working on Canadian shipping but it isn’t ready yet. Sorry about that!

@tanya.zuniga, our apologies! I’m sending you replacement bulbs through order 002516818.


Is it common for something to be sitting in the state of shipping label created For four days?

So, how do I get a refund on masks I ordered on 5/1/2020… still waiting, I could have got them somewhere else with no problem but I thought you were a great company And I would get them from you. Being 81 years old I don’t have time to wait on you…

Hello, ORDER # 002303782 placed 5/1 still shows Processing. However I was charged immediately for them. Why am I being charged for something that is still processing 2+ weeks later and isn’t even in stock to ship? I don’t think that’s right. In any case, it sounds like these will ship out next week correct? I want the masks, don’t want to cancel the order. Thanks.

Thanks for the update. I placed an order 002226079 on 4/30/20 for the KN95 masks and had received notification about then that the order was shipped. However, I’ve never received anything and the tracking was never updated. Just want to let you know so that this order doesn’t fall through the cracks. I still want them.

We understand that there is an urgent need for Wyze In Response products. We made changes mid-way through last week to upgrade shipping for all Wyze In Response orders to USPS First Class (1-3 business days). Previously, we were shipping Fedex SmartPost.

Wait, This was posted May 12th 2020, I ordered on May 11th 2020, You say for the last week you were upgrading to USPS First Class, then why the HECK was my order sent FedEX Smartpost? What is going on over there? I was prepared for my order to be here today, but now it is being delivered to my local USPS thanks to you sending it by FEDEX Stupidpost. And now I will wait 2-4 more days for it.

So my question is if you have been “upgrading” for the past week, then why on the 11th was my order shipped the really crappy way ??? (you guys need to DUMP FedEX all together)

It would have been in my better interest to have paid the inflated prices on Amazon instead. Sure I wouldn’t have gotten some free light bulbs, but I would have saved money in shipping and I would have gotten my product 2-5 days AGO.

I know the ODDS of you being caught in this lie about changing your shipping options mid way through last week (Prior to may 12th) were probably a million to one, but hello! I am that one, you still sent my package via dumbpost.

Wyze Ticket 597926

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All of you at wyze are doing an outstanding job with your products, orders, and shipping. For those who have had trouble, I would think the product preformance and you reaching out to communicate to all of us would out weighs any inconvenience to customers…something that all growing and great companies like Wyze will encounter.


@WyzeGwendolyn order # 002183623 - I must admit I am quite frustrated as I have sent multiple messages through customer support regarding my untraceable package and have yet to hear back from anyone. Please provide an update ASAP. My delivery is three weeks later than the date I was quoted, with no explanation or delivery update. Thank you, Becky

Order 001682073
Have not received the iHealth No-Touch Digital Forehead Thermometer.
Order Date: April 8, 2020
Amazon Pay
April 10, 2020 at 6:19 am
Shipping Label Created, USPS Awaiting Item

Hi all - I’ve updated my initial post to say that all KN95 backorders have started shipping out as of this weekend and we have additional inventory on-hand. You will start to receive shipping confirmation emails with tracking details in the next few days. Thank you all again for your patience!



Can I get an order status update on my KN95 masks? Order: 002282023
It has just waffled back and forth between “backordered” and “processing” over the past almost 3 weeks.

Need help @WyzeGwendolyn
Order # 002034165
Order # 002034153
Ordered and card charged on 4/21 but still haven’t received anything and order status has only show processing online and payment review in the app.
I would prefer to have the order cancelled and my credit card refunded.
Most recent ticket # 595801 requesting help. Previous one was apparently closed.
Thank you

Those of you that still have issues I will get the information over to Gwendolyn so they can look into these, thank you for your patience


This would have been so much more helpful as an email. I am glad to have found it but it comes weeks(nearly a month) after my order and frustrations with trying to get assistance. I never used the community pages until my frustration drove me here to try to find answers. I am all for second chances and I really do want the items I ordered. I even need to order more smart bulbs.
Out of my frustration, I left 1-star reviews in an attempt to reach anyone about this issue. If we can find a resolution I will adjust the reviews accordingly. 1) Items received review edited to reflect item experience 2) refund received review deleted.
@WyzeGwendolyn if you could please assist me with order #002042802 I would greatly appreciate it. I would still like the order if that is possible. Also, has this issue been fully handled? I will need more smart bulbs and don’t want to deal with a lost order again.
Thank you.

@WyzeGwendolyn I could use some information (tracking #) on order #002034822 . Thanks.

I received my box of KN95 masks this afternoon! They are still in “Covid quarantine” though, so I have not opened them yet. I like to let mail sit for a day or too before opening it. Thanks for checking on this for me! I appreciate all your help WyzeGwendolyn!

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