UTEN USA Shipping & Returns Policy

Effective Date: June 6, 2025

This Shipping & Returns Policy outlines the terms and conditions for shipping products purchased from UTEN USA at utenusa.com, as well as the process for returns and exchanges. By placing an order with UTEN USA, you agree to comply with this policy.

1. Shipping Policy

1.1. Shipping Destinations UTEN USA ships to customers only within the United States

1.2. Order Processing Time

  • All orders are typically processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email.

  • You will receive another notification when your order has shipped.

  • Please note that processing times may be extended during peak seasons or promotional periods.

1.3. Shipping Rates & Delivery Estimates Shipping charges for your order will be calculated and displayed at checkout.

  • Domestic Shipping (within the United States):

    • Standard Shipping:

      • Estimated delivery: 4 to 7 business days.

      • Cost: Calculated at checkout based on weight, dimensions, and destination.

    • Expedited Shipping:

      • Estimated delivery: 1 to 3 business days.

      • Cost: Calculated at checkout.

1.4. Shipping Carriers We primarily use USPS, FedEx, and UPS for domestic shipments. Specific carrier details will be provided with your tracking information.

1.5. Order Tracking Once your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 24-48 hours for the tracking information to become available.

1.6. Damages, Lost Packages, and Delays

  • Damaged Items: If you receive a damaged item, please contact us immediately at utenusa@gmail.com with photos of the damage and your order number. Please refer to our Return Policy for details on damaged goods.

  • Lost Packages: If your order tracking indicates that your package was delivered but you have not received it, please check your surroundings, neighbors, and contact the shipping carrier directly. If the issue persists, contact us at utenusa@gmail.com within [Number] days of the reported delivery date.

  • Shipping Delays: While we strive for timely delivery, unforeseen circumstances (e.g., weather, carrier issues, customs delays) can cause delays. UTEN USA is not liable for shipping delays once the package has been handed over to the carrier. We will, however, do our best to assist you in tracking your order.

2. Returns & Exchanges Policy

We want you to be completely satisfied with your purchase from UTEN USA. If you are not entirely happy, we're here to help.

2.1. Return Eligibility To be eligible for a return, your item must:

  • Be unused and in the same condition that you received it.

  • Be in its original packaging with all tags, labels, and accessories intact.

  • Be returned within 7 days from the date of delivery.

  • Have proof of purchase (order number or receipt).

2.2. Non-Returnable Items Certain types of items cannot be returned:

  • Used items (unless defective or damaged upon arrival).

  • Items not in their original condition, are damaged or missing parts for reasons not due to our error.

  • Sale items

2.3. Return Process To initiate a return:

  1. Contact us at utenusa@gmail.com with your order number and the reason for your return.

  2. Our customer service team will review your request and provide you with return instructions, if applicable.

  3. Securely pack the item(s) in the original packaging, including all accessories and documentation.

  4. Ship the item(s) to the address provided in the return instructions.

2.4. Return Shipping Costs

  • Customer Responsibility: For returns due to a change of mind, incorrect size/color ordered, or similar reasons, the customer is responsible for the return shipping costs. These costs are non-refundable. We recommend using a trackable shipping service.

  • UTEN USA Responsibility: If the return is due to an error on our part (e.g., incorrect item sent, damaged or defective item upon arrival), UTEN USA will provide a pre-paid return shipping label.

2.5. Refunds

  • Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 3-7 business days. Please note that it may take additional time for your bank or credit card company to post the refund.

  • Original shipping charges are non-refundable, except in cases where the return is due to our error.

2.6. Exchanges If you wish to exchange an item (e.g., for a different color or a non-defective, new item), please contact us at utenusa@gmail.com. We will guide you through the process, which typically involves returning the original item for a refund and placing a new order for the desired item.

2.7. Damaged or Defective Items If you receive a damaged or defective item, please contact us immediately at utenusa@gmail.com within 3 days of delivery. Provide your order number and clear photos of the damage or defect. We will work with you to provide a replacement, refund, or alternative solution. Do not send damaged or defective items back without prior authorization from our customer support.

3. Contact Us

If you have any questions about our Shipping & Returns Policy, please contact us:

  • By email: utenusa@gmail.com

  • By phone: 703-853-7594