Order FAQs
I HAVEN'T RECEIVED AN EMAIL REGARDING MY ORDER.
This happens and there are a few reasons for it: you may have entered a wrong email address during checkout, or you may have a spam blocker activated. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our emails from getting to you. Try first looking up your order over here and see if all the information is valid. If it isn't, then contact us to assist in editing your information.
I WANT TO RETURN/EXCHANGE SOMETHING IN MY ORDER.
Click here to start your online return process. We must receive all returns and exchange submissions, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your order receipt. Click here to view our full returns/exchange policy.
I NEED TO CHANGE MY ORDER.
Once your order is placed, we start working on it right away. Unfortunately this means we can't make changes to an order once it's placed. In limited circumstances, we may be able to assist in offering different solutions. Please contact us for assistance.
I DON'T KNOW IF MY ORDER WENT THROUGH.
You will receive an order number via email. Otherwise you can check your order history here approximately 5 minutes after placing your order.
I NEVER RECEIVED MY CREDIT AFTER RETURNING MY ORDER.
We process your credit as soon as we confirmed your preferred resolution with you. Please allow 1-2 weeks for processing returns. Typically, the purchase amount will be restored to your credit card anywhere from 24 hours to 7 business days, depending on your bank's policy. Please note that shipping fee will be deducted from your total order value if you're returning the whole order.
MY ORDER ARRIVED DAMAGED.
THERE ARE MISSING ITEMS IN MY ORDER.
We pride ourselves in packaging your orders securely but we're aware things happen. Please contact us right away! We must receive all returns and exchange submissions, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your order receipt. Click here to view our full returns/exchange policy.
Our priority is always to ensure you receive your order as soon as possible, but depending on inventory availability, we may ship your order in separate packages if you ordered more than 1 item. Please first check your order status for all the tracking information, and your emails containing shipping information. If something is still amiss, then contact us right away!
THE SHIPMENT TRACKING WEBSITE DOES NOT RECOGNIZE THE TRACKING NUMBER OF AN ORDER I PLACED.
It takes approximately 2 business days for all tracking information to be updated in the system after your order has shipped. Try tracking your package again after 1-2 business days and follow it to your front door!
MY ORDER STILL SAYS "PROCESSING" EVEN AFTER A FEW DAYS.
When you see “processing” on your order status, please don’t worry - we definitely did not forget you! (or neither are we scammers 😩) It just means we’ve received your order, and you’re in line to have it filled as soon as we can get to it. Due to overwhelming demand, it may take some time before your order ships —and the status will say “processing” until then.
MY SHIPMENT IS DELAYED.
We are working hard to get orders out as soon as we can, but due to recent increased order volume, it will take longer than usual for your order to arrive. Just keep an eye on your email for all order updates. We'll email you once your order ships, or if there are updates on the status of your order.
MY ORDER IS STILL BEING PROCESSED AND THERE'S STILL NO TRACKING NUMBER YET.
We definitely apologize for the order and shipping delays affecting your recent order, and we truly will appreciate your patience. We are working hard to deliver your order as soon as possible while making sure your order arrives in a satisfactory state. Keep an eye on your email for all order updates. We'll email you once your order ships.
WHEN WILL I RECEIVE MY ORDER?
All orders now take a few business days to process, regardless of the shipping method used. Please keep this in mind when selecting shipping options. Orders are shipped Monday through Friday. We may also need to contact you if there is an issue with your order, so please ensure your information on file is accurate. All order communication is done via email, so it is important that your email address be accurate and current, and deactivate any spam blockers you may have used. For more information about shipping, Click here.
I'M GOING AWAY/I'M MOVING, SO I NEED TO DELAY MY SHIPMENT.
Once your order is placed, we start working on it right away. At this time, we are unable to delay or hold shipments.
I'M ORDERING AS A GIFT.
Unfortunately, we do not offer gift-wrapping but we certainly offer gift boxes during holiday season. Just add them to your order.
THE ITEM I PURCHASED A WEEK AGO HAS DROPPED ITS PRICE.
You may come across price variations due to promotions or markdowns during your shopping experience or after your order has been placed. Unfortunately we cannot offer price adjustments on any items from prior purchases.
I NEED TO CANCEL MY ORDER.
Once your order is placed, we start working on it right away. Unfortunately this means we can't make changes to an order once it's placed. In limited circumstances, we may be able to cancel orders if they have not shipped. Please contact us for assistance.
I PAID WITH PAYPAL AND NEED TO RETURN AN ITEM.
Click here to start your online return process. We must receive all returns and exchange submissions, including the replacement of missing or damaged items, within 30 days of the purchase date listed on your order receipt. Click here to view our full returns/exchange policy.
I ONLY ORDER FROM SECURE SITES.
And Ugerlov.com is a secure site. All credit card and personal information is encrypted across a secure line, and we only work with trusted payment service providers.