UGREEN Phone Holder with Roller

Our goal is to exceed customer’s delivery expectations and we regularly do. Stated delivery times are industry averages provided by our couriers. Delays may occur during holiday and peak periods or extreme weather conditions. Remote deliveries are subject to local transport schedules and may encounter extended delays.

 

Standard Postage Estimated Arrival Times

Metro - 1-2 business days

Country - Varies based on location. Please check at your local Post Office or on the Australia Post website.

This information is an estimate only and is sourced from the Australia Post website.

 

 

Express Postage Estimated Arrival Times

Metro:

1 to 2 business days

 

Country:

2 to 5 business days

 

How do I know what my tracking number is?

Once dispatched, you will receive a tracking number and you can view the status of your item on the Australia Post, StarTrack & Aramex Website.

 

If your order has been processed and you have not yet received your tracking number, it's possible the email may have been sent to your 'Spam' or 'Junk' folder. If you still have not received it, please send us an email which includes your order number for us to investigate.

 

I've received my tracking number but I cannot see any scanning on it?

It is possible that once an item is dispatched, there may not be scanning on it until Australia Post, StarTrack or Aramex scans it 'On For Delivery'. Unfortunately, we have no further information in regards to this. If you believe there may be an issue with the delivery, please let us know, or alternatively, you can contact Australia Post, StarTrack & Aramex directly.

 

Can I schedule a time for my order to be delivered?

This is not currently an option for deliveries from Australia Post.

If you are not home, a card will be left that allows you to collect your parcel from their nearest facility.

If possible, we recommend using a work address or an alternate address where someone will be present to sign for your order on your behalf.

At Umart, your convenience is paramount. Therefore, we offer a 30 Day Change of Mind Returns Policy.

Should you decide to return your purchase, please review the below information and contact our Support Team within 30 days of purchase. This will allow us to organise your product's return and refund of your product's purchase price (excluding initial delivery & handling charges).

Change of Mind Returns

Under Australian Consumer Law, businesses are not obligated to accept returns based purely on a change of mind. Nonetheless, at Umart, we strive to deliver top-tier customer service. We recognise that sometimes needs or circumstances change post-purchase. Hence, under specific conditions, we might be able to accept your item as a 'Change of Mind' return. Please understand that such returns are not guaranteed and are always subject to our approval. If you're uncertain or have queries regarding this, our Support Team is always here to assist.

Products for 'Change of Mind' returns must be in their original, FACTORY SEALED condition. We will no longer accept products that have been opened (including those with broken seals or removed shrinkwrap) for 'Change of Mind' returns. An exception to this would be if you were given incorrect advice or misled regarding a product's suitability by our staff or website.

Exclusions

Certain products, including those open box items, are not included in this policy.

Moreover, in our commitment to deter resellers and scalpers from speculative purchases, we hold the right to decline a 'Change of Mind' return for bulk orders consisting of more than three units.

Procedure for Returns

Please contact our Support Team to completing the Change of Mind Return Form. Products remain under warranty for faults or defects.

 

Issues Upon Arrival

For items Dead on Arrival (DOA), Damaged in Transit, Faulty, or Delivered Incorrectly, please immediately contact our Customer Service team. We will assist you in resolving any concerns by possibly having the product returned in suitable packaging (preferably its original packaging).

Details Required for Efficient Resolution

Your full name, best contact telephone number, address, and most importantly, your email address;

Tax Invoice or Order Number and, if applicable, the relevant tracking numbers;

Any relevant serial number(s) for the item; and

Reason for return.

Upon receiving the item, Umart will assign a Return Authority (RA) number via email and test the item. Depending on the circumstances, we will attempt to repair the item(s). In some circumstances, referral to the manufacturer for further testing and advice may be necessary.

If the product is incorrectly delivered, contact our Customer Service team for no-cost returns, and arrangements for the correct product to be delivered.

Merchantable Quality, Purpose Fitness, and Advertised Accuracy

Contact our Customer Service team if you receive any product not of merchantable quality, unfit for its intended purpose made known to us, or does not match the description provided. We adhere strictly to the Australian Consumer Law, providing advice on quality and fit for purpose.

Efficient Resolution

For the efficient dealing of such situations, the provision of your full details, Tax Invoice, or Order Number, and the reason for the return is essential. A Return Authority (RA) Number will be supplied by email upon receipt of the returned product with your full details provided. We arrange for testing, repairing, or replacement of the product, or a refund where appropriate, reflecting our commitment to customer satisfaction and world-class excellence.

Conclusion

All returns are subject to the Umart Online Warranty Policy, and the Umart Online Terms and Conditions. We encourage engagement and welcome your feedback and comments, maintaining transparency and accountability to build trust and provide reliable and verified information.

For further clarifications and assistance, please feel free to reach out to our Support Team. We are here to help clarify any concerns you may have and ensure a seamless, customer-centric experience at Umart Online.