Orders and Payment

How long does it take to receive my order?

At Uolo, we do our best to process and ship out your orders as soon as we can. Our average processing time is 1-2 business days. Once your order is processed, it usually takes about 24-48 hours for us to update the tracking information.

Delivery time varies by your location. Our average shipping time in Canada is 3 to 7 business days, while international orders may take up to 21 business days. For more accurate delivery time, please refer to your tracking details.

Please note that if one or more of the items in your order is out of stock, your order will not ship until all items are available.  Tracking details will be provided as soon as your order is shipped.

How to check my order status and tracking information?

If you set up an account with us, you are able to view and track your order status after you log into your account. Click on “MY ORDERS”, you will get a full history of your orders since the start of your account.

If you do not have an account set up with us, please feel free to Contact Us. One of our friendly Uolo specialists will be more than happy to assist you.

What payment methods does Uolo accept for online orders?

We accept VISA, MasterCard, and AMEX for our online orders. Once an order is submitted and confirmed, most order payments will be processed and authorized on the same day.

How can I cancel or modify my order?

If you need to cancel or modify your order, please Contact Us as soon as possible. Please understand that we will not be able to modify your order and will need to cancel the existing order and resubmit a new order.

If your order has not been shipped, we will be more than happy to assist you to cancel your order, and provide you with a complete refund. If your order has already been shipped, we will be unable to cancel your order.

Shipping

How much does the shipping cost?

Uolo offers free shipping coast to coast Canada wide. For international orders, the shipping cost is calculated based on weight and location when you place your order online.

Do you ship to my country?

While we do our best to serve as many countries as we can, there might be some restrictions on where can ship from our warehouse. When you fill out the shipping address, we list all the available countries in the dropdown menu. If your country is not on the list, unfortunately we cannot ship to your country at this time.

Return and Warranty

What is our return policy?

Returns can be made within 14 days of receiving your order if your product is in new, unused, and resalable condition with its original packaging. All returns are subject to up to 35% restocking fee and return shipping and any customs fees are at the cost of the customer.  Please note this restocking fee is to cover our administrative, handling and payment/refund processing fees.

If the product has been used, there will be no buyer’s remorse return permitted (e.g. you changed your mind, or “just don’t like them/it”).

If you receive your product and it is not the correct item or it is received damaged/defective, we will send you a replacement once the warranty claim process has been approved.  Please refer to the warranty policy below.

What’s the warranty policy?

For details on our warranty policy, please find out more info on our Warranty page.

What happens next after I submit a warranty claim?

After we approve your claim, we will send out the replacement unit to the address provided for free; however, handling and shipping charges may apply. For delivery time, please refer back to FAQ – “How long does it take to receive my order?”

What should I do if I am asked to return the defective product?

You will be provided with an RMA number and a prepaid return label if you are asked to return the defective product. Please display the RMA number on the returning package. After we have received your package, please allow 7 to 14 business days for us to finalize the claim and to issue a replacement.