Ensuring customer satisfaction has always been our utmost priority. Our primary goal is to assure that customer shipments are delivered safely and within the allotted time interval.
Our team closely monitors all packages from dispatch until their successful delivery to customers. We hope to build trust and bring smiles to our customers’ faces with each delivered order.
Shipping Process & Procedure
Product(s) dispatched from the seller to our warehouse facility. The products(s) are then thoroughly examined at our warehouse facility before they are dispatched to our customers. We carry out timely delivery of these shipments using 3rd party courier services that deliver orders to customers on our behalf.
When you place an order, you can choose from the following two delivery options-
- Express Shipping Method: 3-6 Business days (Customs delay might occur)
- Standard Shipping Method: 5-9 Business days (Customs delay might occur)
For customers in Kuwait-
- Express Shipping Method: 7-10 Business days (Customs delay might occur)
- Standard Shipping Method: 11-15 Business days (Customs delay might occur)
The tentative date mentioned in the product description has a significant impact on the shipment's transit time.
The total shipping charges are calculated at the checkout page. The shipping charges vary depending on the product's weight and size as well as on the selected shipping option. Shipping charges will change with each additional item that is added to your cart. Customers can save more on shipping by increasing their basket size instead of making single item orders.
Important Points to Consider for Shipping:
Make sure you are acquainted with the following indexes thoroughly:
According to the international aviation organisation's norms and standards, products containing flammable liquids, compressed gases, liquid gases, oxidising agents, and flammable solids are subject to packing constraints based on their volume. Your order will be delivered in multiple packages if it happens to contain such product(s).
Shipments Stuck at Customs:
As to each such purchase made by the customer through the Ubuy website, the recipient in the destination country in all instances shall be the “Importer of Record” and must comply with all the laws and regulations of said destination country for the product(s) purchased through the Ubuy Website.
The courier company usually takes care of the customs clearance procedure. In case the shipment is held at the customs clearance processes due to missing or absence of proper paperwork/documents/declaration/ government license or certificates required from the ‘Importer of Record’:
- If the ‘Importer of Record’ fails to provide the required documents and paperwork to the custom authorities and as a result the product(s) are confiscated by the customs, Ubuy will not issue a refund. Therefore, we strongly recommend that you make advance preparations & submit the relevant documents when requested by the custom authorities.
- If the shipment is returned to our warehouse in case of missing/absent paperwork etc. from the customer’s end, a refund will be issued only after deducting the return shipping charges from the product purchase price. The shipping, and custom charges will not be included in the refund.
Undeliverable Shipments/Refused Shipment Returned
When a shipment is approved by customs authorities, the concerned courier company will contact the customer and arrange for order delivery:
In the event the customer does not respond, refuses to accept delivery or declines to pay the applicable duties and taxes due to the carrier upon delivery. The shipment will be returned to the country of origin.
The customer may file a refund claim for the above cases. If the shipment is eligible for a refund (Ubuy Return Policy – See section 2) , Ubuy will refund the price of goods of the affected shipment only. Shipping and custom charges will not be included in the refund. The cost of the return shipment will also be deducted from the total price of goods affected in the shipment.
If the shipment is not returned or the product(s) is non-returnable, the customer is not eligible for a refund.
Prohibited Items & Import Restricted items in the Destination Country:
Ubuy strives to be compliant with laws and ensures that the product(s) meet the regulatory and safety requirements in the respective countries. However, not all product(s) listed on the Ubuy Website may be available for purchase in your respective country of destination. Ubuy makes no promises or guarantees as to the availability of any product(s) listed on the website as being available in the customer’s respective country of destination.
All products purchased onthe Ubuy Website are at all times subject to all export and all Trade and Tariff Regulations of any nation of competent Jurisdiction. With millions of products available on our website/app, it's difficult to filter out those that cannot be shipped due to country-specific customs regulations and procedures.
The Customer who purchases product(s) through the Ubuy Website and/or the recipient of the product(s) in the destination country is/are solely responsible for assuring that the product(s) can be lawfully imported to the destination country as Ubuy and its affiliates make no affirmations, representations or promises of any type regarding the legality of importing any product(s) purchased on the Ubuy website into the country in the world. If the product(s) ordered is a restricted or prohibited and not approved by the custom clearance authorities in the destination country, the customer is not eligible for a refund.
The estimated delivery window provided by Ubuy reflects the most standard delivery. However, some orders may occasionally be subject to longer transit time caused by:
- Bad weather
- Flight delays
- National holidays or festivals
- Customs clearance procedures
- Natural calamities
- Massive breakout of disease.
- Other unforeseen circumstances
All shipments can be tracked using the Order Id number on our tracking page. The option to track an order can be found at bottom of our website. App users can view the “track order” option when they click on the menu icon on the top-left section of the app. The user can click on ‘my orders’ and track the shipment easily.
Feel free to contact our support team for further assistance.