Shipping FAQs

Ulefone Shipping Policy

I. Shipping Coverage

On the product purchase page, if the corresponding shipping method is displayed after selecting your desired country or region, delivery to that region is supported. For details, please refer to the following list:

Europe

 Germany,
United Kingdom,
Austria,
Belgium,
Bulgaria,
Croatia,
Cyprus,
Czech Republic,
Denmark,
Estonia,
Finland,
France,
Greece,
Hungary,
Ireland,
Italy,
Latvia,
Lithuania,
Luxembourg,
Malta,
Netherlands,
Norway,
Poland,
Portugal,
Romania,
Slovakia,
Slovenia,
Spain,
Sweden,
Switzerland

North America

 United States,
Canada,
Mexico

Asia

 Hong Kong SAR,
Israel,
Japan,
Saudi Arabia,
Singapore,
South Korea,
United Arab Emirates,
Vietnam,
Philippines,
Malaysia

South America

Argentina,
Chile,
Peru

Oceania

Australia,
New Zealand

Africa

 Egypt,
South Africa

 

II. Where Do We Ship From?

  • For EU customers: Smartphones, rugged phones, smart tablets, rugged tablets and accessories are all shipped from our German warehouse/Amazon EU FBA warehouse; a small quantity are shipped from Hong Kong/Mainland China.
  • For US customers: Smartphones, rugged phones, smart tablets, rugged tablets and accessories are all shipped from our Amazon US FBA warehouse; a small quantity are shipped from Hong Kong/Mainland China.
  • For UK customers: Smartphones, rugged phones, smart tablets, rugged tablets and accessories are all shipped from our Amazon UK FBA warehouse; some models and accessories are shipped from Mainland China.
  • For Oceania customers (including Australia, New Zealand, etc.): All products are shipped from our warehouse located in Hong Kong/Mainland China.
  • For Asian customers (including Japan, Singapore, Malaysia, etc.): All products are shipped from our warehouse located in Hong Kong/Mainland China.
  • For Japanese customers: All products are shipped from our warehouse located in Hong Kong/Mainland China.
  • For European customers outside the EU (Norway, Switzerland): All products are shipped from our warehouse located in Hong Kong/Mainland China.
  • For South American customers (including Argentina, Colombia, Chile, etc.): All products are shipped from our warehouse located in Hong Kong/Mainland China.
  • For African customers: All products are shipped from our warehouse located in Hong Kong/Mainland China.

Note: The specific shipping location shall be subject to Ulefone's actual shipping warehouse. Due to inventory variations, orders may be split into multiple packages for delivery.

III. Shipping Fees

  • Basic Shipping Fee: Subject to the amount displayed on the order page. Free shipping is available for certain orders and regions (during special policies and promotional periods)
  • Remote Area Surcharge: An additional fee of $45 is required for shipments to remote areas as defined by DHL, such as Puerto Rico and Hawaii. You will be notified of the fee collection via email
  • Tariff Instructions: In rare cases, orders may be subject to tariffs and value-added tax (VAT). These fees are levied by the government of your country/region, not by our website
  • Tariff Collection Details:
    • a) When DHL is selected as the shipping method, imported goods may incur tariffs/VAT. The tax rate is governed by the laws of each country, which is not included in the product price or shipping fee. The buyer shall bear such costs and complete customs clearance procedures. For countries with high tariff rates such as Canada, Norway and Mexico, it is recommended to consult the local customs in advance.
    • b) When the order is shipped via YUNExpress, the recipient is not required to pay tariffs/VAT

IV. Order Cancellation & Modification Rules

• Order Cancellation: You may contact us to cancel your order within 24 hours of order completion. Orders will be shipped within 1-3 business days after placement. Once the shipping process has commenced, cancellation is no longer possible. Unpaid orders can be directly cancelled and re-placed

• Shipping Address Modification:

  • a) Customers are responsible for providing an accurate shipping address. The shipping address cannot be directly modified after order placement. If you have entered an incorrect address, please contact us via service@store.ulefone.com within 6 hours of placing the order. We will make every effort to update your address information before shipment.
  • b) Unpaid orders can be cancelled and re-placed to modify the address;
  • c) For paid orders with no updated logistics information, please contact customer service to confirm if modification is possible;
  • d) Modification is not supported once the order has been shipped

Note: We shall not be liable for any shipping losses or delivery failures caused by incorrect addresses submitted by the recipient

V. Order Delivery & Tracking

Delivery Time:

  • YunExpress: 7-21 days for delivery after shipment.
  • DHL / Hong Kong FedEx: 3-10 days for delivery after shipment (subject to the official actual shipping time).
  • Amazon EU, US and UK FBA Warehouses: 3-10 days for delivery after shipment.
  • For international packages shipped from China/Hong Kong warehouses, the shipping time is usually 8-15 days. There may be no tracking updates during this period, and we appreciate your patience.

Order Tracking Channels:

You can track your order using the tracking number via the following websites:

  • Amazon Logistics: https://www.swiship.de/track or https://www.swiship.com/track/
  • DHL: https://www.dhl.com/cn-en/home.html
  • YunExpress: https://www.yuntrack.com/
  • 17Track: https://www.17track.net/

Tracking Information Update Time:

Logistics tracking information will be updated to your order details within 1-3 business days after the order confirmation email is sent. If no information is available after 7 business days, it may be due to the logistics company failing to update the information, an incorrect tracking number, or deleted records. Please contact customer service for verification.

VI. Package Receipt & Exception Handling

Receipt Inspection:

  • Upon receiving the package, please first check if the outer packaging is damaged or shows signs of being opened. If you have any concerns, please contact customer service for verification in a timely manner
  • If you find any abnormalities such as product tampering or missing items, please promptly take an unboxing videos/photos and contact customer service for verification. Any claims regarding product tampering or missing items reported more than 7 days after the receipt date will not be accepted

Package Non-Delivery & Return:

  • Orders may be delivered by the local post office or courier company. If you are not at home, the post office may leave a collection notice card informing you of how and where to collect the package
  • Customs Clearance Delay: Upon receiving a notification from the customs/carrier, you are required to provide the documents requested by the customs and pay the relevant taxes and fees within 48 hours. If the package is returned due to the recipient’s failure to handle the matter in a timely manner, the recipient shall bear the logistics cost for re-delivery. If the recipient refuses to accept the package, they shall bear the return shipping fee (the retail price of the product will be refunded after deducting the shipping fee)
  • Incorrect Address/Phone Number: If there is an error in the logistics notification information, we will contact the buyer. If delivery fails due to the buyer’s failure to respond in a timely manner, the recipient shall bear the cost of re-delivery
  • Non-Delivery & Return: After the carrier returns the package, we may contact the buyer to arrange re-delivery (if we are not at fault, the cost shall be borne by the buyer). If re-delivery is not possible, the payment will be refunded (after deducting the original shipping fee and handling fee)
  • Package Marked as "Delivered" but Not Received: Please contact the local logistics provider to verify the delivery information in a timely manner. No refund will be issued if the customer fails to notify customer service for verification more than 30 calendar days after the package is marked as delivered. We shall not be liable for stolen packages, and it is recommended to report the incident to the police

VII. Additional Notes

  • Customs Clearance Requirements: If the package status shows "Customs Clearance Delay" or a similar status, you need to forward the PayPal/credit card payment email to the local DHL/customs office. The email subject should be marked as "XXXXXXXXXX (your tracking number) + Payment Proof". The email body should include the tracking number, name, contact information, and note "Personal Import with No Customs Registration Number".
  • Shipping Method Change: If the selected shipping method becomes unavailable due to adjustments in the logistics provider’s policies or inventory status, it will be automatically switched to a faster shipping method without prior notice.
  • Return Policy: For returns not caused by product quality issues, the buyer shall bear the return shipping fee. A refund will be issued in accordance with the official store policy upon receipt of the returned product.
  • Customer Service Contact: You may contact us via the store’s online chat or send an email to service@store.ulefone.com.

This document was last updated on December 26, 2025. Ulefone reserves the final right to update this policy at any time without prior notice.