Thank you for shopping at our ultra. We are committed to delivering your orders in a timely and reliable manner. This Shipping Policy applies to all orders placed through our website, operated by TONGAN SMART CHAIN DIGITAL LIMITED.
1. Processing Time
All orders are processed within 1–3 business days (Monday–Friday, excluding Hong Kong public holidays) after payment confirmation.
- Orders placed on weekends or holidays will be processed on the next business day.
- During peak seasons or promotional events, processing times may be extended by 1–2 additional business days. We will notify you if significant delays occur.
- You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
2. Shipping Rates
We offer worldwide shipping from our fulfillment center. Shipping costs are calculated at checkout based on your location and the weight/dimensions of your order.
- Free Standard Shipping: Available on orders over $49.00 USD (applies to most countries).
- Standard Shipping: A flat rate of $9.99 USD applies to orders under $49.00 USD.
- Express Shipping: Available for an additional fee (calculated at checkout).
Note: Shipping rates are subject to change during promotional campaigns. The final shipping cost will be displayed before you complete your payment.
3. Estimated Delivery Times
Delivery times are estimated from the date of dispatch, not from the date of order placement. Please refer to the table below for typical transit times:
| Region | Standard Shipping | Express Shipping |
|---|---|---|
| United States | 7–12 business days | 4–7 business days |
| Canada | 8–14 business days | 5–8 business days |
| Europe | 7–14 business days | 4–8 business days |
| Australia / New Zealand | 8–15 business days | 5–9 business days |
| Southeast Asia | 5–10 business days | 3–6 business days |
| Other Regions | 10–20 business days | 7–12 business days |
Please note: These are estimated delivery times and are not guaranteed. Actual delivery may be affected by customs clearance, weather conditions, or carrier delays beyond our control.
4. Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing:
- A unique tracking number.
- A direct link to the carrier’s tracking portal.
Please allow 24–48 hours after receiving the email for tracking information to update on the carrier’s system. If your tracking number is not showing any information after 48 hours, please contact us at hello@ourultra.com.
5. Customs, Duties, and Taxes
As we ship from Hong Kong, your order may be subject to customs duties, import taxes, or brokerage fees levied by the destination country. These charges are not included in the product price or shipping cost and are the sole responsibility of the customer.
- Customs policies vary widely by country. We recommend contacting your local customs office for more information before placing an order.
- We are not responsible for delays caused by customs clearance or any additional charges imposed by customs authorities.
- If you refuse to pay customs fees and the package is returned to us, we will issue a refund for the product cost minus the original shipping fee and any return shipping costs incurred.
6. Shipping Restrictions
We currently ship to most countries worldwide. However, we are unable to deliver to the following locations due to carrier restrictions or local regulations:
- PO Boxes or APO/FPO addresses (for certain carriers).
- Countries or regions under international sanctions.
- Any address that is deemed invalid or incomplete.
If we are unable to ship to your location, we will contact you via hello@ourultra.com and issue a full refund.
7. Address Changes and Corrections
Please double-check your shipping address before completing your order. If you need to change or correct your address:
- Contact us at hello@ourultra.com within 12 hours of placing your order. We will do our best to update the address before dispatch.
- If the order has already been shipped, we cannot change the delivery address. The package will be sent to the address provided at checkout.
- We are not responsible for lost or delayed orders due to incorrect shipping addresses provided by the customer.
8. Lost or Delayed Shipments
While we strive to ensure all orders arrive on time, occasionally packages may be delayed or lost in transit.
- Delayed Shipments: If your order exceeds the estimated delivery time by more than 5 business days, please contact us at hello@ourultra.com and we will initiate a carrier investigation.
- Lost Shipments: If your tracking status shows “Delivered” but you have not received your package, please contact the carrier directly with your tracking number first. If the issue remains unresolved, reach out to us at hello@ourultra.com and we will assist you.
9. Contact Us
If you have any questions about our Shipping Policy or need assistance with your order, please contact us:
Company: TONGAN SMART CHAIN DIGITAL LIMITED
Address: UNIT A21, 6/F HSE OF CORONA NO.50 HUNG TO RD KWUN TONG HONG KONG
Email: hello@ourultra.com