FAQs

If you are sent a notification that your package has a failed delivery attempt, the driver will automatically attempt to redeliver your parcel within 24 hours. Upon a second failed delivery attempt, your package will be returned to the warehouse and placed into storage until further instructions are received.

If a parcel is returned to a UniUni warehouse, you may schedule a second delivery attempt through the free UniUni App. You may also contact the UniUni Customer Support Team at 1-800-282-2468 from 10 a.m. to 9 p.m. Eastern Standard Time or submit a ticket online Submit a ticket: UniUni Help Centre, or visit the warehouse to pick up your package. (Before proceeding to the warehouse to pick up your parcel, please verify that it has arrived at the warehouse by first contacting our Customer Support Team.)

If your tracking number is entered correctly at www.uniuni.com/tracking, and you still don’t 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 UniUni customer support at 1-800-282-2468 from 10 am to 9 pm EST or submit a ticket online Submit a ticket: UniUni Help Centre.

We can then track the status of your package by your name or phone number.

To ensure the efficiency and low cost of our delivery system for all users, this option is currently not available.  

We can cancel a delivery but cannot change the delivery date. A delivery notification will be sent to you. If necessary, you may have a neighbour or friend pick up your package for you.  To have a third party pick up your package for you, you will need to provide the third party a photo of your valid government-issued identification. The following are accepted: Canadian driver’s licence, passport, provincial health card, or Certificate of Indian Status card. The third party who is picking up the parcel must also provide a valid government-issued identification (Canadian driver’s licence, passport, provincial health card, or Certificate of Indian Status card), as well as a photo of you with the delivery notification, along with some form of communication (text message, email, handwritten note, typed letter), indicating that the customer wishes to designate that individual (first and last name of third party) to pick up the parcel for them.

If you placed your order with the seller/shipper less than five business days ago and received your tracking number, the seller/shipper 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 at 1-800-282-2468 between 10 a.m. and 9 p.m. Eastern Standard Time, Monday to Sunday. Customer Service can help update any required information to ensure your parcel is delivered to the correct address. We require your current daytime phone number in order for our drivers to contact you on the day of delivery.

Yes. We are able to update your unit/house number/buzz code/gate code. (However, if you require a full address change, you will need to contact your vendor.)
To update your unit/house number/buzz code/gate code, or any contact details, please contact the Customer Support Team at 1-800-282-2468 from 10 a.m. to 9 p.m. Eastern Standard Time or submit a ticket online Submit a ticket: UniUni Help Centre.

Contact our Customer Support Team at 1-800-282-2468 between 10 a.m. and 9 p.m. Eastern Standard Time, Monday to Sunday, 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 our online portal Submit a ticket: UniUni Help Centre.

Your tracking number may appear in the email/text sent by the international shipper when your product is received and scanned by them. It may also be provided via email by the vendor/seller. The following are examples of common UniUni tracking numbers:   

UNIAS302278352YQ, AS302278352CN, AQ302278352CN, JY123456789012345, U00123456789012, MB123456789012, UNPB0123456789, UUS012345678910, JD012345678910, BAUNI12345678910

If you have checked your email (including your junk or spam folders) for your tracking number confirmation and still cannot find it, please contact UniUni Customer Support at 1-800-282-2468 from 10 a.m. to 9 p.m. Eastern Standard Time or submit a ticket online Submit a ticket: UniUni Help Centre.

By providing us with your name, address, or telephone number, we can track the status of your package. 

Certainly. To obtain copies of your delivery photos, follow these steps:

1. Go to our website: uniuni.com.
2. On the landing page, locate the tracking number field.
3. Enter your tracking number and click on “Track”.
4. The status of your parcel will be displayed if it has been delivered.
5. Proceed to the next step and click the down arrow to expand the parcel’s journey details.
6. Within the expanded section, you will find a link labeled “View Delivery Confirmation”.
7. Clicking this link will prompt you to enter your postal code or zip code.
8. 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 for assistance at 1-800-282-2468 from 10 a.m. to 9 p.m. Eastern Standard Time or submit a ticket online Submit a ticket: UniUni Help Centre, with your tracking number. A customer service representative will forward the Proof of Delivery photos to you.

No signature is required for UniUni package delivery. A notification will be sent to you upon delivery and the UniUni driver will photograph the delivery location. If your package is being sent to an office/business address or you are living in a condo/apartment building with a front desk, concierge, or delivery locker, your package will be left at one of these safe drop locations. If the driver is unable to place your package in a safe location, they will bring it back to the warehouse, where you can pick it up or book a second delivery.

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.

Any undeliverable parcels are held for 30 days from the attempted delivery date. You will be notified via text message (in the event we have your most up-to-date cell phone number) five days before the 30-day expiration date as a reminder to pick up your parcel.

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 at 1-800-282-2468 from 10 a.m. to 9 p.m. Eastern Standard Time or submit a ticket online Submit a ticket: UniUni Help Centre. We can hold your parcel for up to three weeks.