1. Shipping and Logistics Tracking
Notice: Tracking numbers will be sent to the email address provided at the time of purchase. Please ensure your contact information is accurate.
Shipping fee calculation: Shipping costs are automatically calculated based on the destination country or region during checkout.
2. Shipping fee structure
2.1 Flat shipping fee ($80)
The following countries, regions, or designated jurisdictions have a flat rate of $80, regardless of order value, and an estimated shipping time of 8-20 business days:
Mexico (Baja California Sur), Colombia (Cundinamarca Province), Indonesia (Lampung Province), Kazakhstan (nationwide), Philippines (4 designated regions, including Zamboanga del Sur), Spain (Santa Cruz de Tenerife Province).
2.2 Flat shipping fee ($28)
The following countries, territories, or designated jurisdictions have a flat rate of $28, regardless of order value, and an estimated shipping time of 8-20 business days:
Norway (nationwide), Cyprus (nationwide), Ecuador (nationwide), Mauritius (nationwide), Indonesia (West Nusa Tenggara Province), Philippines (Bukidnon Province), Spain (Las Palmas Province), Uruguay (Paisandu Province).
2.3 Standard shipping to other regions
For other countries or regions eligible for delivery that are not listed above, the following standard shipping rules apply:
Orders ≥ $99: Get free standard shipping with an estimated shipping time of 8-20 business days.
Orders < $99: Standard shipping is $15 and estimated shipping time is 8-20 business days.
Mainland China: Enjoy free standard shipping with no order value threshold and estimated shipping time of 3-5 business days.
Hong Kong, Macao and Taiwan regions: Standard shipping rules for other regions apply; free standard shipping on orders ≥ $99, $15 standard shipping on orders < $99.
3. Customs, Duties and Taxes (Recipient's Responsibility)
The recipient is solely responsible for all customs clearance procedures, import duties, taxes and related charges. These must be handled in accordance with local regulatory requirements.
Non-compliance: If a package is returned to UKey due to failure to clear customs or pay duties, a full refund will not be issued and return shipping costs will be borne by the customer.
4. Information accuracy and tax ID requirements
The customer is solely responsible for the accuracy of all data entered at checkout, including recipient name, contact details and tax ID number.
Information is inaccurate: UKey is not responsible for losses resulting from failed deliveries, lost or destroyed packages due to incorrect or incomplete personal information.
Tax ID verification: In jurisdictions that require a tax ID number (such as CPF in Brazil), the recipient name must exactly match the tax ID record. In the event that a package is detained or destroyed due to name-ID mismatch, UKey disclaims all liability.
5. Refunds, Returns and Warranty
5.1 Return eligibility
You may request a return within 14 days of receiving your order. For an ordinary return, the product must remain in its original, unopened packaging, with all accessories included and all seals intact.
For security reasons, hardware wallets that have been activated, initialized or used to manage digital assets are not eligible for an ordinary return. Hardware wallets with opened packaging or broken seals are also ineligible for an ordinary return; verified manufacturing defects are an exception.
For returns unrelated to a quality issue, the customer pays the return shipping costs. For a verified quality issue, our support team will explain the applicable resolution.
5.2 Inspecting your order and requesting a return
Please inspect your order as soon as you receive it. If an item is defective, damaged in transit or different from what you ordered, contact [email protected] immediately so we can assess and resolve the issue.
To request a return, first email [email protected]. If your request is approved, we will provide a return shipping label and specific instructions on how and where to send the package. Items returned without prior authorization will not be accepted.
5.3 Refunds
After we receive and inspect the returned item, we will notify you whether your refund is approved. Approved refunds will be processed within 7 to 10 business days after we receive and inspect the returned item and sent to your original payment method.
Your bank or credit card company may need additional time to process and post the refund. If 15 business days have passed since approval and you have not received it, contact [email protected].
5.4 Warranty
All products have a one-year limited warranty from the date of purchase. It covers manufacturing defects and hardware failures under normal use. Damage caused by human error, unauthorized modifications or misuse is not covered.
After our support team confirms a quality issue, UKey will provide a brand-new replacement device free of charge. For a verified hardware defect, you may first be required to destroy the original device as instructed.