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UKey Store – Shipping & After-Sales Policy

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Written by UKey Wallet

1. Order Processing & Shipment Tracking

Once your order is confirmed, a shipping notification along with a tracking number will be sent to your registered email address.

Please ensure your email information is accurate so you can monitor the delivery status in real time.

Shipping fees (if applicable) will be calculated and displayed automatically during checkout.

2. Shipping Fees & Delivery Options

2.1 Regional Shipping Conditions

Due to logistics limitations in certain regions, some destinations may be subject to fixed shipping rates.
The exact shipping fee will be shown at checkout based on your delivery address.

2.2 Standard Shipping Policy

  • Orders meeting the free shipping threshold (e.g., USD $99 or above) are eligible for free standard shipping

  • Orders below the threshold will incur a shipping fee calculated based on destination

2.3 Express Delivery

For faster delivery, you may select express shipping options (such as DHL, FedEx, etc.).
Additional fees will be calculated and displayed during checkout.

3. Customs, Duties & Taxes

International shipments may be subject to customs clearance, import duties, VAT, or other applicable taxes.

Please note:

  • All such charges are the responsibility of the recipient

  • The recipient is required to cooperate with local customs procedures

If a shipment is returned due to failure to complete customs clearance or refusal to pay duties,
any resulting costs or losses will be borne by the customer.

We recommend checking your local import regulations before placing an order.

4. Customer Information & Compliance

Customers are responsible for providing complete and accurate information at checkout, including:

  • Full name

  • Shipping address

  • Contact details

  • Tax identification number (if required)

Failure to provide accurate information may result in delivery failure, delays, or package loss.

Important:
For certain countries (e.g., Brazil), a valid tax ID (such as CPF) is required, and it must match the recipient’s name.
Mismatch may lead to customs rejection or shipment disposal.

5. Return Policy

We accept return requests under the following conditions:

  • Requests must be submitted within 14 days of delivery

  • Items must remain:

    • Unopened

    • In original packaging

    • With intact tamper-evident seals

For security reasons, we do not accept returns for:

  • Activated devices

  • Devices that have been initialized or used to store any digital assets

Return shipping costs are the responsibility of the customer

Refunds will be processed within 7–10 business days after the returned item is received and inspected.

6. Warranty Policy

All products purchased from Ukey Store come with a limited 12-month warranty from the date of purchase.

Covered:

  • Manufacturing defects

  • Hardware malfunctions under normal use

Not covered:

  • Physical damage caused by misuse

  • Unauthorized modifications

  • Improper handling or storage

Warranty Service Process

If a defect is confirmed:

  1. Our support team will assist with troubleshooting

  2. If necessary, you may be instructed to disable or dispose of the device

  3. A replacement unit will be issued accordingly

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