Shipping policy
At Ultramarine, we are committed to providing reliable international shipping, transparent shipping rates, and responsive customer support. This Shipping Policy explains how we process, ship, track, and protect retail, wholesale, and customized orders.
1. Global Shipping & Logistics Partners
We ship to eligible destinations worldwide through established logistics partners and freight services.
* Retail orders: Primarily shipped through UBI Smart Parcel services.
* Wholesale orders: Shipped through DHL, UPS, FedEx, air freight, or sea freight, depending on the order and the shipping arrangements agreed by both parties.
* Order tracking: A tracking number is provided for shipments where tracking is supported by the selected service.
* Delivery coverage: Available destinations and shipping options are determined by the services offered at checkout or confirmed in a separate quotation.
* P.O. Box delivery: Available where supported by the selected shipping service. Some express courier services require a physical street address.
Shipping services, applicable charges, and estimated delivery times depend on the destination, product, selected service, and carrier availability.
2. Retail Order Processing Time
Retail orders are generally processed within 48 hours after order placement, subject to payment verification, product availability, and any necessary order review.
Order processing time is separate from shipping transit time. Processing may take longer during peak shopping periods, public holidays, or periods of unusually high order volume. During peak seasons, please allow an additional 2–3 business days where necessary.
Once an order has been dispatched, tracking information will be provided when available.
3. Retail Shipping Rates & Estimated Delivery Times
Our standard retail shipping rates are listed below in Australian dollars (AUD) and apply to the corresponding UBI Smart Parcel services.
Shipping Service Estimated Transit Time Rate Tier 1 Rate Tier 2
UBI Smart Express 4–6 business days <0.5KG A$17.50 >0.5KG A$26.50
UBI Smart Priority 5–7 business days <0.5A$12.50 >0.5 A$17.50
UBI Smart Standard 5–10 business days <0.5 A$12.15 >0.5 A$17.15
UBI Smart Economy 10–25 business days <0.5 A$7.80 >0.5 A$12.15
The two rate tiers follow our UBI retail shipping rate structure, using the 0.5 kg weight threshold. The applicable shipping charge is determined according to the relevant rate tier and will be displayed at checkout before payment.
All standard retail orders are subject to shipping charges unless an eligible free-shipping promotion is successfully applied at checkout.
Estimated Transit Times
Transit times are estimates in business days after dispatch or carrier acceptance. They do not include order processing, manufacturing, or delays caused by customs procedures, public holidays, severe weather, carrier disruptions, or other circumstances outside our reasonable control.
UBI Smart Economy is a cost-effective service with a longer estimated delivery window. Delivery may be affected by routing arrangements, limited direct connections, flight availability, customs processing, and other operational factors.
Delivery estimates are not guaranteed unless a specific delivery commitment is expressly confirmed for the order.
Next-Day Delivery
Next-day delivery is available only when the relevant product’s checkout page explicitly confirms a next-day delivery commitment for the applicable order and destination.
Any next-day delivery commitment is subject to the eligibility requirements, order cut-off times, and terms displayed at checkout. It does not apply universally to all products, destinations, or shipping services.
4. Free Shipping Promotion
We offer promotional free shipping through eligible discount codes.
To redeem the current offer, enter PSFSHNEW in the discount code field at checkout and confirm that the free-shipping discount has been applied before completing payment.
The promotion is subject to its applicable eligibility requirements, validity period, destination restrictions, and any other conditions displayed at checkout. If the code is invalid, expired, or the order does not qualify, standard shipping charges will apply.
Free shipping is a promotional benefit and does not mean that standard shipping is automatically free on all orders.
5. Retail DDP Shipping & Full Compensation
All successfully completed retail orders are shipped under Delivered Duty Paid (DDP) terms. If DDP shipping is unavailable for a destination or order, checkout payment will not be available for that order.
Under the applicable DDP arrangements, we handle the import duties, taxes, and import-clearance obligations covered by those terms.
Full Compensation for Eligible Lost or Damaged Retail Shipments
For retail orders confirmed to have been lost or damaged in transit and eligible for compensation, Ultramarine will provide full compensation equal to the total amount paid for the order.
The total amount paid means the actual amount charged to the customer for the order, including the product price, shipping fee, and any other amounts included in that order payment.
This means eligible full compensation is based on the customer’s total order payment, rather than only the product price or shipping fee.
How to Submit a Claim
To request assistance:
1. Email sales@ultramarinetechnology.com with your order number.
2. Provide the tracking number and a description of the issue.
3. For damaged shipments, include clear photographs of the product and packaging where possible.
4. Cooperate with reasonable requests for information needed to verify the claim.
We will review the order and shipment information and arrange the applicable compensation. This commitment does not restrict any consumer rights or remedies that cannot legally be excluded or limited under applicable law.
6. Wholesale Shipping & Freight Options
Wholesale, bulk, and business-to-business orders can be shipped through DHL, UPS, FedEx, air freight, or sea freight.
Shipping Method Estimated Transit Time
DHL Express 3–5 business days
UPS Express 3–5 business days
FedEx Express 3–5 business days
Air Freight 5–7 business days
Sea Freight 25–45 business days
These are estimated transit times, not guaranteed delivery dates unless expressly agreed in writing.
Wholesale shipping charges are quoted separately and may depend on shipment weight, volumetric weight, dimensions, destination, fuel surcharges, customs requirements, handling fees, and other applicable costs.
Contact our team for a shipping quotation and confirmation of the available services for your order.
Wholesale Shipping Insurance & Compensation
For wholesale, bulk, and other business-to-business orders, shipping insurance, responsibility for loss or damage, compensation limits, and claims procedures are governed by the written agreement signed by both parties.
Customers should review and confirm the applicable shipping and insurance terms before dispatch.
7. OEM/ODM Customization & Personalized Orders
Customized products and OEM/ODM orders may require additional processing and production time.
* Estimated production time: Generally 7–45 business days, depending on product complexity, order quantity, materials, sampling, and customization requirements.
* Production schedule: Confirmed through the quotation, purchase order, or project agreement.
* Shipping time: Separate from production time and begins after the products are ready and dispatched.
Once customized production has started, changes or cancellations may not be possible, subject to the agreed contract and applicable law.
Please confirm product specifications, quantities, branding, and other customization details before approving production.
8. Pre-Order Products & Combined Shipping
Products available for pre-order may display estimated availability or dispatch dates on their product pages.
If an order contains both in-stock and pre-order products, the default arrangement is to ship the items together when all products are ready.
Where operationally possible, split shipments may be arranged upon request. Additional shipping charges may apply, and the arrangements must be confirmed before dispatch.
Selecting express shipping for a pre-order does not shorten the manufacturing or product-availability period. Shipping transit estimates apply after the product is ready and dispatched.
9. Regional Logistics & Return Locations
Depending on the destination, carrier, and service selected, our logistics network may use regional logistics, forwarding, or return-handling locations.
The following addresses are associated with our logistics arrangements. Their inclusion does not mean that every location holds inventory, dispatches every order, or guarantees local delivery times.
* United States: 17256 S Main St, Gardena, CA 90248
* Australia: PO Box 6014, Chullora, NSW 1405
* United Kingdom: 59 Crew, Cou-pent, Van 81, Drop 56, C-round 734
* Canada: Unit 16-17, 3495 Laird Rd, Mississauga, ON L5L 5S5
* Germany: UBI Logistics 6538, C/O Hermes Germany GmbH
* Hong Kong: Flat 2, 3/F. Ruby Commercial Building, 480 Nathan Road, Kowloon
* New Zealand: PO Box 210075, Auckland, 2145
* France: Sodexi Cargo, 6 2 Rue Des Voyelles, 95723 Roissy
* Spain: Ctra. Villaverde-Vallecas km. 3.5, Nave S-9B, 28070 Madrid
* Italy: Unit 04, 7F Bright Way, 33 Mong Kok Rd, Kowloon
* United Arab Emirates: Manzana 008, 54990, Tultepec
* Mexico: Located SCM From HULI, Aguascalientes
* Belgium: PO Box 9333, 1934 City EMC Brucargo
Please do not send a return shipment to any address listed above without first obtaining return authorization and confirmation of the correct destination from our customer service team.
10. Packaging Standards
We select packaging according to the product type, weight, size, and protection requirements.
* Standard products may be packed in clear bags, product boxes, or suitable outer packaging.
* Protective white bubble bags or other cushioning materials may be used to help reduce the risk of impact damage.
* Keyboards, heavier products, and other items requiring additional structural protection may be packed in rigid cartons or suitable protective packaging.
Packaging materials and methods may vary depending on the product and shipping method.
11. Tracking Your Shipment
Once your order has been dispatched and tracking information is available, we will provide the tracking number through the applicable order notification or communication channel.
You can check your shipment through the following services:
* Global tracking: 17TRACK
* Australia Post: Track your parcel
Tracking updates may take time to appear after dispatch. Some economy services may provide fewer tracking scans than express services.
If your tracking information has not updated for an extended period, review the carrier’s latest information first. If the issue remains unresolved, contact us with your order number and tracking details so we can help investigate.
12. Shipping Delays & Late Arrival Support
Delivery estimates are provided in good faith but may be affected by circumstances outside our reasonable control, including severe weather, transport disruptions, customs inspections, peak-season congestion, carrier operational issues, and force majeure events.
If your shipment arrives more than 10 business days beyond the end of the estimated transit window, please contact us with your order number and tracking details.
We will review the shipment and the circumstances of the delay. Where the order qualifies under our late-arrival shipping-fee commitment, we will refund the shipping fee. This commitment concerns the shipping fee and does not automatically include a refund of the product price or other charges, except where required by law or expressly agreed otherwise.
Any specific written delivery guarantee displayed at checkout or agreed for an order will be assessed according to its stated terms.
13. Order Details & Address Changes
Please carefully check your delivery address, contact details, and selected shipping service before completing checkout.
Once an order has entered processing, been packed, or been handed to the carrier, we cannot guarantee that the shipping address or order details can be changed.
If you need to request a change, contact us as soon as possible at sales@ultramarinetechnology.com. We will check whether the request can be accommodated. Carrier fees or other additional charges may apply.
Nothing in this section limits cancellation, correction, or other rights that cannot legally be excluded.
14. Lost, Damaged, Returned or Undeliverable Shipments
If a parcel appears to be lost, arrives damaged, or is returned as undeliverable, contact us at sales@ultramarinetechnology.com with your order number and supporting details.
For damaged goods, retain the packaging and take photographs where possible. This information may help us investigate the shipment and arrange an appropriate resolution.
If a parcel cannot be delivered because of an incorrect or incomplete address, failure to collect the parcel, or other recipient-related circumstances, we will review the carrier’s records and applicable shipping terms to determine the available options.
Retail shipping protection and compensation are handled in accordance with Section 5. Wholesale claims are handled under the written agreement between the parties.
15. International Shipping & Consumer Rights
Shipping arrangements may vary according to destination, product type, carrier availability, and local import requirements.
Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, statutory right, or remedy that cannot lawfully be excluded or limited under applicable law, including the Australian Consumer Law where it applies.
If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
16. Contact Us
For questions about shipping rates, delivery estimates, tracking, DDP arrangements, or a shipment claim, please contact us:
Ultramarine Technology Co., Limited
* Email: sales@ultramarinetechnology.com
* Tel / WhatsApp: +86 13528790910
* Address: Flat 2, 3/F. Ruby Commercial Building, 480 Nathan Road, Kowloon, Hong Kong
We will do our best to assist you with your order and provide clear information about the available shipping options.