If the UKey device or related accessories you receive is damaged during transportation, please refer to the following official procedures to contact after-sales technical support so that we can handle it for you in a timely manner.
1. Obtain evidence of damage
After discovering that the product is damaged, please record the damage status through photos or videos as soon as possible.
2. Submit after-sales application
Please go to the UKey official customer support center to submit a service ticket.
Detailed description: Indicate the time when the package was received, the status of the outer packaging and the specific damage to the product.
Attachment certificate: Upload the photos or video materials recorded in the first stage.
3. Official review and processing
UKey after-sales team will verify the application according to the standardized process and provide a solution as soon as possible after receiving the application.
4. Special reminder
Customs random inspection: During the customs clearance process, packages transported across borders may be subject to routine unboxing inspection by local customs.
Security verification: In view of the particularity of hardware wallet products, if the packaging seal (Seal) is found to have unofficial signs of tearing, please clearly mark it in the application to ensure the safety of subsequent use of the device.