Frequently Asked Questions
DO YOU SHIP INTERNATIONALLY?
Yes, we do. Our items are available and ready to be shipped to over 150 countries worldwide.
DO YOU SHIP TO APOs?
Unfortunately, at this moment, we are not able to ship to APO's. Hope you can understand this.
WHAT ARE YOUR SHIPPING TIMES?
o learn more about our delivery times please check our Shipping Page.
WHERE IS MY ORDER COMING FROM?
In order to provide the best prices and flexible international shipping options, most of our orders are shipped directly from our warehouses in Europe and Asia, using a range of International couriers. Some items are available in our USA warehouse in order to provide domestic shipping for our USA customers. In most cases, if you order more than one product, we might ship your products in different packages.
CAN I SHIP THE ORDER TO SOMEONE ELSE?
Sure! Just use your e-mail and their shipping address when checking out.
WHERE ARE YOU BASED IN?
Udarely was founded in Delaware, USA.
WHERE CAN I TRACK MY ORDER?
You can track your order on our order tracking page.
WHAT HAPPENS WITH UNCLAIMED PACKAGES?
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of the incorrect/insufficient address provided during checkout or because of refusal to pay import taxes.
Requests for refunds for unclaimed items are subject to a $20 restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to you.
A PART OF MY ORDER IS MISSING. WHY?
An order may be split into different packages for any of the following reasons:
- Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost efficient ways of delivery.
- An item may be slightly back-ordered, and shipped later than the rest of the items in an order.
- Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.
DO I HAVE TO PAY ANY IMPORT FEES?
For the majority of our orders, import fees are not collected. In rare circumstances, when it does happen, UDARELY is not responsible for any customs charges made in the country of destination as we do not have any control over these kinds of factors. These fees are subject to government regulations. They are unique for each country and they can't be influenced by us. Your refusal to pay the customs fees, in case they appear, is not an eligible reason for a refund.
MY ORDER IS DELAYED. WHY?
If you find yourself in this situation don't worry, as your order might got delayed for one of the following reasons:
- Billing and shipping addresses are not the same.
- Order is pending a credit approval and verification.
- A product is currently out of stock.
- An order which requires special customization.
- An order is shipped to remote country.
To find out more about your order status please contact us.
I DIDN'T RECEIVE MY ORDER, BUT THE TRACKING STATES I DID. WHY?
We are really sorry to hear that! Our goal is to make sure every single order travels safely and arrives on time. Sometimes things happen out of our control and this can delay your order while in-transit. UDARELY will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but you didn't receive it - we are not able to reship the items or refund the amount . Again, this only applies if the tracking details state that a delivery was made to the recipients address. In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient's address. Recipients should reach out to the courier or local post office and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you find yourself in this situation please email us and our support team will gladly assist you as soon as possible.
CAN I CANCEL MY ORDER?
Yes, you may request order cancellation by emailing us with the reason of doing so. If your item has been already shipped, cancellation will not be available.
We strive to provide the best shipping times, that's why we may ship your order within hours and we can't give you an exact deadline until you can cancel your order. If that's the case, cancellation will not be possible.
CAN I RETURN A PRODUCT?
Yes, you may return it for a full refund or exchange it for the same product within 14 days from the moment it was received in the case the product you received is not as presented on our website. Alternatively, we can issue you a store credit to place another order.
Please keep in mind that in case you received a defective/different item, we're happy to accept your return. For any other reason than that, we're not able to accept your return.
All of our images, videos, and descriptions are perfectly describing UDARELY products - and we don't allow any difference to occur. We have a department for quality control that takes a look over the items before they're shipped. When you shop from us, you only receive what you expect. UDARELY products are hand-made, which means some of them might present small imperfections, as you may also see in our product photos. That is not a legitimate reason to apply for a refund/return.
I PLACED AN ORDER FOR A SPECIAL OCCASION BUT IT DIDN'T ARRIVE IN TIME
The delivery time frame is always listed on our website before placing the order and also on our Shipping and Delivery page. We are not able to process a replacement/refund or accept a return if the order is delivered in time or still in the regular delivery frame, only because the customer wanted it earlier. We can only refund orders that have exceeded our predicted delivery frame.
For more details about shipping and delivery times, please check our Shipping and Delivery page.
However, if your order didn't arrive in the predicted time frame, please e-mail us at firstname.lastname@example.org and our team will help you with this.
THE PRODUCT I RECEIVED IS NOT WHAT I EXPECTED
As long as the product has all the details written in the description (size, capacity, material, etc.), the transaction is not eligible for a full refund.
However, if there were any missing information in the description of the product you ordered, please e-mail us at email@example.com, and our support team will help you with this! Your feedback is always appreciated as it's helping us to become better as a company.
HOW DO I INITIATE A RETURN?
1. Send us 1-2 pictures of the item(s) and explain the reason for the refund as detailed as possible at firstname.lastname@example.org. Please insert your order number in the email subject.
2. You will receive via email the return address. Once you receive the return address, please ship the item(s) via a courier of your choice within 14 days of receiving the product. We require tracking number for the return, as lost in return items are not eligible for reimbursements.
3. Once the item is returned to our warehouse you will receive a refund notification. Please allow 5-10 business days for the refund to appear in your account.
WHO PAYS FOR THE RETURN?
In case you received a defective item, the return costs to our warehouse will be fully supported by us. If the item(s) is returned for any other reason than that, the buyer supports the return costs.
I RECEIVED A DAMAGED PRODUCT. WHAT SHOULD I DO?
If you find you find yourself in this situation please e-mail us at email@example.com including photos of the box it arrived in, 1-2 pictures of the damaged product or a video within 48 hours after your package arrives. Please make sure to also include your order number in the title of the e-mail. You can apply for a free re-shipment for the broken goods or apply for a refund. Our support team will help you with a solution as soon as possible.
I RECEIVED A WRONG PRODUCT. WHAT SHOULD I DO?
If you find you find yourself in this situation please e-mail us at firstname.lastname@example.org including photos of the box it arrived in and the packing slip, 1-2 pictures/ a video of the product you received within 48 hours after your package arrives. Please make sure to also include your order number in the title of the e-mail. Our support team will help you with a solution as soon as possible.
A SALE STARTED RIGHT AFTER I PLACED MY ORDER. CAN I GET A REFUND?
No. We run offers and promotions between specific time periods. Any order placed before the start date of a promotion is not eligible for a price match according to the new price. We are not able to refund the difference between the full price and the discounted price at the time of the sale.
CAN I GET MY ORDER AMOUNT ADJUSTED?
Unfortunately, after you've already placed an order, we're not able to modify the amount you've paid. In case you forgot to add a discount code, canceling it just to place the same order again by using the discount code is not possible.
I FOUND YOUR PRODUCTS ELSEWHERE. CAN I GET A REFUND?
Unfortunately, some of our products are not trademarked yet, but we're working on it. That's why you may find some other merchants that are selling the same-looking items. We can guarantee that the main difference between shopping with us and from other merchant lies in the high-quality of our items.
All of our images, videos, and descriptions are perfectly describing UDARELY products - and we don't allow any difference to occur. We have a department for quality control that takes a look over the items before they're shipped. When you shop from us, you only receive what you expect.
We only sell our items via our website (www.udarely.com) and we don't use any other platform to do this. Every purchase made with us is final and we're not able to refund the order amount or accept a return if the reason is that you've found them elsewhere, regardless of the price difference.
You can only return it for a full refund or exchange it for the same product within 14 days from the moment it was received in case the product you received is defective or is not as presented on our website.
DO YOU HAVE ANY PHYSICAL LOCATIONS?
We started as an online business and you can't find our products in physical stores. However, we provide free worldwide delivery to make sure everybody can have access to our items.
MY CREDIT/DEBIT CARD WAS DECLINED. WHY?
The decision to reject your credit card payment is typically made by your card issuing bank (not by Udarely). To protect your security and privacy, your bank cannot provide Udarely detailed reasons for why your payment was declined. Because of this, you will need to contact your bank directly to solve most credit card related payment issues.
TOP 7 REASONS WHY CARDS ARE REJECTED
1. The transaction was blocked by the payment server because it didn’t pass all the risk checks.
2. Insufficient Funds
4. Incorrect CSC code entered (i.e., typically a 3 digit code located in the back of your card)
5. Expired card
6. Fraud suspicion
7. Declined by bank (no specific reason provided)
Can't find what you're looking for?
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at email@example.com