FAQs

Frequently Asked Questions

Find answers to common questions

I have entered my tracking number provided by the vendor but cannot see a delivery update.

If you placed your order with the vendor less than five business days ago and received your tracking number, the vendor will continue to send you updates on your parcel status throughout its journey to a UniUni facility for delivery. Please wait for continued updates via email/text. If you notice any errors in your shipping details, please contact the Customer Support Team. Contact our Customer Support Team between 10 a.m. and 9 p.m. Eastern Standard Time, Monday to Saturday via telephone, to let us know where your package should be left if you are not home when it is delivered. You can also submit a request for assistance via the form on the Support page of our website at www.uniuni.com.

How do I add a delivery instruction to my package?

Contact our Customer Support Team between 10 a.m. and 9 p.m. Eastern Standard Time, Monday to Saturday via telephone, to let us know where your package should be left if you are not home when it is delivered. You can also submit a request for assistance via the form on the Support page of our website at www.uniuni.com.

I can't find my package in your tracking system. What do I do?

If your tracking number is entered correctly at www.uniuni.com/tracking, and you still do not see an update, your parcel may not have arrived at the UniUni facility for delivery. You should allow up to five business days for the status of your parcel to be updated. If you are still having difficulty, please contact Customer Support between 10 a.m. and 9 p.m. Eastern Standard Time or complete the form on the Support page of our website at www.uniuni.com.

I've lost my tracking number. What do I do?

Your tracking number may be included in the email or text sent by the vendor. Here are some examples of typical UniUni tracking numbers: UNIAS302278352YQ, AS302278352CN, AQ302278352CN, JY123456789012345, U00123456789012, MB123456789012, UNPB0123456789, UUS012345678910, JD012345678910, BAUNI12345678910.

If you have already checked your email (including your junk or spam folders) for your tracking number confirmation and still cannot locate it, please get in touch with UniUni Customer Support. You can reach us from 10 a.m. to 9 p.m. Eastern Standard Time, or you can request help by completing the form on the Support page of our website at www.uniuni.com. Providing us with your name, address, or telephone number will assist us in tracking the status of your package.

Can I change my delivery date?

Unfortunately, we do not offer the option to change your delivery date to maintain the efficiency of our delivery system for all customers. However, if you receive a delivery notification and find that you won’t be available to accept the delivery, you have the option to have a neighbor, family member, or friend pick up the package on your behalf.

In the event, your package is brought back to the warehouse in Canada ONLY. You can arrange for someone else to pick up the package for you, please ensure that they bring a photograph or screenshot of your government-issued photo ID as proof of authorization for the package pickup. In the United States, please contact our Support Team to book a second delivery.

We appreciate your understanding and cooperation in this matter.

I have not received my package. What's next?

If you are notified that your package has been delivered and you do not see it, kindly check with everyone in your household that they have not received the item or check a common second location like your mailroom or building concierge. Also, please check the Proof of Delivery (POD) photos on our website. If you still cannot find it, please contact UniUni Customer Support from 10 a.m. to 9 p.m. Eastern Standard Time or via the form on the Support page of our website at www.uniuni.com. We can investigate the delivery for you (our drivers take photo documentation of every delivery). If this does not solve the problem, you may contact the vendor to open a claim and request a replacement or a refund.  

I can't be there to sign for my package. What do I do?

A UniUni package delivery does not require a signature. Instead, you will receive a notification once the delivery is complete, and our UniUni driver will take a photograph of the delivery location for verification.

If your package is destined for an office or business address, or if you reside in a condo or apartment building with services like a front desk, concierge, or delivery locker, your package will be securely placed at one of these designated drop-off locations for your convenience.

In the rare event that the driver cannot locate a safe spot for the delivery, they will return the package to our warehouse. In such cases, you will have the option to either pick up the package yourself or schedule a second delivery at your convenience.

I received a failed delivery notification. What's next?

If you receive a notification indicating a failed delivery attempt for your package, our driver will automatically make a second delivery attempt within 24-48 hours. In the event of a second failed delivery attempt, your package will be returned to our warehouse and securely stored until further instructions are received. If your parcel is returned to a UniUni warehouse, you have several options: You can schedule a second delivery by contacting the UniUni Customer Support Team during our operating hours from 10 a.m. to 9 p.m. Eastern Standard Time. Or you can request help by completing the form on the Support page of our website at www.uniuni.com. In Canada ONLY, you can visit the warehouse to personally collect your package. However, before heading to the warehouse, please ensure that your package has arrived there by first contacting our Customer Support Team for verification.

How long does UniUni hold my parcel?

Any undeliverable parcels are held for 30 days from the attempted delivery date. You will be notified via text message 5 days before the 30 days expiration date as a reminder to pick up your parcel provided UniUni was provided with your most up-to-date cellphone number.

I received a notification that I need to pick up my parcel within five days.

If you have been advised via text message that you are required to pick up your parcel within five days and you require additional time, please contact our Customer Support Team from 10 a.m. to 9 p.m. Eastern Standard Time, or you can request help by completing the form on the Support page of our website at www.uniuni.com.

My package has been at GATEWAY_TRANSIT for an extended period.

There are many reasons why your package is “stuck” in Customs (displayed in the App as: GATEWAY_TRANSIT), anything from incorrect/incomplete paperwork to prohibited contents. You can contact your seller to see if they have been updated on the reasons why the shipment has been delayed. An explanation of why a shipment may be delayed is not provided to UniUni. The most appropriate thing to do is wait for clearance.

My parcel’s status shows “Order Received.” What does this mean?

If your parcel’s status shows “Order Received,” that indicates that UniUni has obtained your shipping details from your vendor. (PLEASE NOTE: UniUni does not physically have your parcel yet at this point.) For accurate tracking updates, please check your tracking number within three to five business days after your parcel departs from the vendor’s warehouse. REMOVE I was notified by text message or have received a door tag that I missed the delivery of my package.When you have missed a delivery and either received a text message or a door tag, you can contact our Customer Support Team to schedule a second delivery or wait for the parcel to return to either a UniUni third-party service point (located within major metropolitan areas) or visit the UniUni warehouse for self-pickup. 

My parcel is being delivered to an incorrect address/phone number. Can I change it?

Yes, we can update your unit/house number, buzz code, or gate code. However, if you need to change your full address, you will need to reach out to your vendor directly. To update your unit/house number, buzz code, gate code, or any contact details, please get in touch with our Customer Support Team during our operating hours, which are from 10 a.m. to 9 p.m. Eastern Standard Time. Or you can request help by completing the form on the Support page of our website at www.uniuni.com.

Can I get a POD (Proof of Delivery) photo?

Certainly! To obtain copies of your delivery photos, follow these steps: Go to our website: uniuni.com. On the landing page, locate the tracking number field. Enter your tracking number and click on “Track”. The status of your parcel will be displayed if it has been delivered. Proceed to the next step and click the down arrow to expand the parcel’s journey details. Within the expanded section, you will find a link labeled “View Delivery Confirmation”. Clicking this link will prompt you to enter your postal code or zip code. Once entered, you can either copy or download the photos to your device. If you encounter any difficulties in accessing the delivery confirmation or need further clarification, do not hesitate to contact our Customer Support Team from 10 a.m. to 9 p.m. Eastern Standard Time or submit a ticket online. A customer service representative will forward the Proof of Delivery photos to you.

How do I contact my vendor?

UniUni does not have access to your vendor’s contact information. The most effective way to identify your vendor is by returning to the platform you used to purchase the product, be it a website or an app. If this approach does not yield results, consider contacting your financial institution or credit card company to verify the payment details and recipient.

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