FAQ

Orders & Shipping

Where do you ship?

UECOVL ships to the United States and selected international destinations. Available shipping options may vary depending on the product, destination, inventory location, and carrier availability.

How much does U.S. shipping cost?

Our standard U.S. shipping rates are:

• Orders under $99: $5.99 standard shipping
• Orders of $99 or more: free standard shipping

Promotional free-shipping offers may occasionally be available and will be displayed on the website when active.

How long does shipping take?

Orders are normally processed within 1–3 business days after payment has been confirmed.

For U.S. orders, the estimated total delivery time is approximately 8–18 business days from the order date, including:

• Order processing: 1–3 business days

• Transit after dispatch: approximately 7–15 business days

For other international destinations, transit normally takes approximately 10–20 business days after dispatch.

Delivery times are estimates and may be affected by customs clearance, public holidays, severe weather, carrier congestion, remote-area delivery, or other circumstances outside our reasonable control.

Where will my order be shipped from?

UECOVL products may be shipped from international fulfillment centers, manufacturing partners, or other fulfillment locations selected according to product availability and the delivery destination.

Your tracking information may initially show an international shipping origin. A local carrier may complete the final delivery after the package arrives in the destination country.

How can I track my order?

Once your order has been dispatched, we will send a shipping confirmation email containing the available tracking information.

Tracking updates may take several business days to appear after the parcel has been handed to the carrier.

If the tracking information has not updated for an extended period, please contact us and include your order number.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, or local handling fees imposed by the destination country.

These charges are determined by local authorities and are generally the responsibility of the recipient unless otherwise stated during checkout.

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Order Changes & Problems

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We will try to assist before the order enters processing or dispatch, but changes and cancellations cannot be guaranteed after fulfillment has begun.

What should I do if I entered the wrong address?

Contact us immediately and provide your order number and the correct delivery address.

Once an order has been dispatched, we may be unable to change the shipping address. Additional shipping costs may apply if a parcel is returned because of an incomplete or incorrect address provided during checkout.

What should I do if my order arrives damaged?

Please contact us promptly after delivery and provide:

• Your order number
• Clear photos of the product
• Photos of the outer packaging and shipping label
• A short video if the issue involves product operation

Please keep the original packaging until the issue has been reviewed.

What should I do if I received the wrong item or something is missing?

Contact us and include your order number, photos of the items received, and photos of the package contents.

We will review the information and provide the appropriate next steps.

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Returns & Refunds

What is your return policy?

Eligible products may be returned within 30 days of delivery, subject to the conditions stated in our Return & Refund Policy.

Before returning any product, please contact us for review and return instructions. Returns sent without prior authorization may not be accepted.

You can read the complete policy here: Return & Refund Policy.

What condition must a returned product be in?

Unless the return is related to a confirmed defect or shipping damage, the product should generally be:

• Unused or only inspected as reasonably necessary
• Clean and in resalable condition
• Returned with the original packaging
• Returned with the included accessories, manuals, and parts

Are any products non-returnable?

Certain opened personal-care, hygiene-related, disposable, or consumable items may not be eligible for return for hygiene and safety reasons.

Products that have been damaged through misuse, improper cleaning, unauthorized modification, or failure to follow the instructions may also be excluded from return or refund eligibility.

Who pays the return shipping cost?

Return shipping responsibility depends on the reason for the return.

If the return is caused by an incorrect item, confirmed product defect, or shipping damage, we will review the case and provide the applicable resolution.

For discretionary returns, the customer may be responsible for return shipping costs.

When will I receive my refund?

After the returned product has been received and inspected, approved refunds will be issued to the original payment method.

Bank and payment-provider processing times may vary, and it may take several business days for the refund to appear in your account.

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Warranty

Do UECOVL products include a warranty?

Eligible UECOVL products include a 1-year limited warranty covering qualifying defects in materials or workmanship under normal use.

Warranty coverage does not generally include normal wear, accidental damage, misuse, improper storage, unauthorized repair, modification, or failure to follow the product instructions.

You can read the complete terms here: Warranty Policy.

What information is required for a warranty request?

Please provide:

• Your order number or valid proof of purchase
• A clear description of the issue
• Photos or video showing the problem
• The product model or variant, when applicable

Additional information may be requested to help evaluate the issue.

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Products & Use

Are UECOVL products medical devices?

Unless a product page expressly states otherwise, UECOVL products are intended for personal care, relaxation, everyday comfort, and at-home wellness routines.

They are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Do you guarantee specific beauty or wellness results?

Individual experiences may vary depending on the product, frequency of use, personal routine, and other factors.

UECOVL does not guarantee a specific cosmetic, wellness, or personal-care result.

How should I use my product?

Read the included instructions before first use and follow the operating, cleaning, charging, storage, and safety guidance provided for the specific product.

Do not use damaged cables, adapters, connectors, controls, or products. Stop using the product if it becomes unusually hot, damaged, or operates abnormally.

Can children use UECOVL products?

UECOVL products are generally designed for adult use unless the product instructions clearly state otherwise.

Keep electrical products, packaging materials, small components, and accessories away from children.

Can I use a product if I have a health condition?

If you have a medical condition, are pregnant, have an implanted electronic device, have reduced heat sensitivity, are taking medication that may affect skin sensitivity, or are unsure whether a product is suitable for you, consult a qualified healthcare professional before use.

How should heated products be cared for?

Always follow the care label and product instructions. Unless specifically permitted:

• Disconnect the power supply before cleaning
• Do not immerse electrical connectors or controls in water
• Do not fold, crush, or sharply bend internal heating components
• Allow the product to dry completely before reconnecting power
• Store the product in a clean, dry place

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Payments & Support

Is payment on the UECOVL website secure?

Payments are processed through the secure payment methods available during checkout. UECOVL does not directly store complete payment-card information.

How can I contact UECOVL?

For questions about an order, product, return or warranty request, please contact us through our Contact Us page or by email:

Email: support@uecovlofficial.com

Please include your order number when contacting us about an existing order.

Customer support is provided by email and through our website contact form. Telephone support is not offered. We aim to respond within 2 business days. Business days are Monday through Friday, excluding public holidays in China.