What is UU Point?
UU point belongs to our customer rewarding system, and it is your credit on this website. After you finish your order, you will earn some UU points, which could cash in during the checkout of your next purchase (1 UU point = 1 CZK, or 25 UU points roughly equal to 1 USD).
After registering your account on our website, you will get 10 UU points as award. You will need to earn more UU points before consuming them, since 11 is the minimum amount of UU points that can cash in.
You are welcome to give a review to the product you have purchased on our website. You will get 10 UU points as reward for submitting a review.
Should I register on the website to make an order?
Yes. You should register on the website before placing an order. Thus you can track the status and delivery details of your order in the ‘My Account’ page. What’s more, you will earn some UU points after finishing the order, and those UU points will be recorded in your account as well.
If you are new customer, you will have the chance to input your user name and password to create new account on the checkout page. You can always log in or register on the My Account page.
Do you resell third-party designed products?
Yes we do, but not much. We only resell the products that are well designed and with good quality. The products designed and manufactured by UUGear are placed in the “UUGear” product category, while other products are designed and produced by the third parties.
Do your listing prices include tax?
We are not VAT registered yet, so we do not (and can not) charge you the VAT.
All our quoted prices are the final price and we do not charge any extra fees on top of our advertised product price and shipping/handling fees.
However, it is your responsibility to pay any fees charged by your local customs or courier, should they be incurred.
When and how will I receive the invoice?
After going through the checkout process, you will receive the invoice by email in a few minutes (please make sure to check your spam folder as well), which contains the detailed information of your order. If you don’t receive any email from us after 24 hours, or you think you used the wrong email address, please contact us.
What does “processing” order mean?
“Processing” mean your order is confirmed and waiting for delivery.
Provided your products are in stock & we are not experiencing unusually high order volumes, the package will be sent within 48 hours except for weekends.
However, if you purchased an item that is on “BACK ORDER”, your order will be held until that item has arrived in stock. BACK ORDERS usually take no longer than two weeks, if without specific comment.
Where will you ship the products from?
We will ship from Prague, Czech Republic.
How much does shipping cost?
By default we charge a flat shipping fee for every order: 150 CZK (about 6 USD). This is quite low shipping cost because we ship your package via Czech post office. Although the posting system is not always stable, and it could be delayed for one or two weeks in bad cases, so far we never met a case the lost the package for real.
Customers in Czech Republic can enjoy the FREE shipping. If you input your address in Czech Republic, you can choose the free shipping option during the checkout.
If you prefer a faster delivery, you can choose Fedex Economy/Priority shipping. The Fedex priority shipping is very fast, and can delivery the package within two days in most countries. The Fedex shipping fee may vary depending on the product’s weight, value and destination country, and you can see the shipping rate during the checkout.
When will I receive my package?
The answer for this question varies according to the shipping method you chose.
If you choose the “International Post” shipping method, the delivery time may vary depends on your country. Below are the estimated deliver time since the shipping for different countries:
- Czech Republic (CZ): 2~3 days
- The United Kingdom (UK): 5~15 days (not traceable in UK side)
- Germany (DE): 3~7 days
- Italy (IT): 4-7 days
- Romania (RO): 6~9 days
- The United States (US): 5~20 days
- Other Countries: usually within 25 days
The listing above is just an estimation, it could be faster or slower depending on the actual situation. In case your package is shipped on Friday, it could be delayed for 1~2 days. Once your parcel is shipped, you will receive an email that contains the tracking number, which allows you to trace it online. The tracking link in the email from us is provided by Czech post office, which usually shows only the trace within Czech Republic. However, you can input the same tracking number in the website of your local post office to continue tracking it within your country. Or you can use third-party tracking system to pull data from both post offices of original and destination countries, such as 17track. Please understand that the tracking information is mainly provided by the post office in destination country, and those information may not be available in some countries (such as United Kingdom, Canada and Australia).
Remarks: in most countries, post office does not delivery package to door, instead they send you a notification to pick up the package. If you do not receive any notification from local post office after 3 weeks, please contact your local post office and tell them your package tracking number (included in our email), they should be able to find your package. If your package was deposited in local post office for too long, it might be returned.
Fedex International Priority/Economy
If you choose Fedex as shipping carrier, Fedex Priority usually takes 1~2 working days, while Fedex Economy usually takes 4~6 working days.
If you choose “International Post” shipping method, we do not consider a package lost until we have filed a missing package report with the courier (Czech post office). We can do this after 45 days since the shipping. Once we have filed a missing package report and we have a response from the courier, we can then replace your package. We will confirm with you on your address during this process. Please notice that we do not refund or replace packages that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
If you choose Fedex shipping method, it is very easy to find out whether the parcel is lost. In case of parcel lost, we can refund you or resend you the parcel.
Can I pick up the products by myself?
Sorry you couldn’t. However we offer Czech customers a better option: FREE SHIPPING
During the checkout, after specifying “Czech Republic” as your “ship to” country, you will see the free shipping option below. The free shipping is done via Czech Post and should be delivered within 2~3 days.
Received wrong item or package missing items?
We take our shipping very seriously. If you have received a package that is incorrect or incomplete, you have to follow the steps below within 48 hours of receiving the package:
- DO NOT throw away any of the packaging or product materials. Keep the package as it was when you received it.
- Weigh your package with it’s contents inside. A kitchen scale that accurate to 5g can be used.
- Take photos for the package and it’s contents. The photo should have the products, parcel and packing materials shown clearly.
- Contact us and provide the following information:
Problem with order
Photos as required above
Please notice that, failure to follow the procedures above will lead to a rejection of the claim. Package that has been crushed, damaged or has been left open, possibly allowing contents to fall out will not be accepted.
Want to change the order after payment?
In case you wish to make some changes to your order after making the payment. You could contact us with the order details, when the order is still under “processing” state. We do not accept the change requests that are not received or read before the package has been dispatched.
Returns & refunds
We can only accept returns of item with unopened package. Please make sure to contact us FIRST, to ask for the address to return the product. This has to be done within 30 days of the purchase and the product must be in new condition with original packaging and all included accessories. We do not accept crash damaged parts that have been modified. Returning product without contacting us beforehand will not be accepted, and no refund will be made in such case. Return shipment is the responsibility of the customer, and we do not refund shipping costs.