Shipping policy
1. Order Processing
Orders are generally processed within 24–48 hours after payment confirmation, excluding circumstances such as public holidays, stock verification, payment review or other unexpected operational delays.
Order processing time is separate from the shipping timeframes listed below. Delivery estimates begin after the order has been dispatched.
2. Shipping Services, Rates and Estimated Delivery Times
The following shipping services and rates are offered where available for the destination and order.
Shipping Service Estimated Delivery Time After Dispatch Shipping Rate
UBI Smart Express 4–6 business days AUD $29.99
UBI Smart Priority 5–7 business days AUD $19.99
UBI Smart Standard 5–10 business days AUD $9.99
UBI Smart Parcel (Remote Areas) 10–25 business days AUD $9.99
Important information:
* All rates above are in Australian dollars (AUD).
* These are estimated delivery windows, not guaranteed delivery dates.
* Delivery times are measured in business days after dispatch and do not include the usual 24–48-hour order processing period.
* Service availability, delivery times and rates may vary by destination, remote-area classification, parcel characteristics and checkout availability.
* The shipping service selected and the applicable final charge will be shown at checkout.
3. International Shipping and Customs
We accept orders for supported international destinations, subject to product availability, shipping service coverage, payment acceptance and applicable restrictions.
International shipments may be subject to customs inspection, import duties, taxes, brokerage fees or other charges imposed by the destination country or region. Unless expressly stated otherwise at checkout or required by law, these charges are the customer’s responsibility.
Customs clearance and local delivery procedures may affect the overall delivery time. Customers should check the import requirements that apply in their destination before placing an order.
4. Tracking and Delivery
Where tracking is available, we will provide tracking information after dispatch, usually by email.
Tracking updates may take time to appear after the carrier receives a parcel. Please allow reasonable time for the carrier’s tracking system to update.
If tracking shows a delivery attempt, collection requirement or delivery issue, please follow the carrier’s instructions. If you cannot locate a parcel marked as delivered, contact us so that we can review the available tracking and delivery information.
5. Delayed Delivery Compensation
For an eligible order that is delivered and signed for more than 30 calendar days after the original order date, the customer may contact Ultramarinelife support after signing for delivery and request a partial refund equal to 10% of the total product amount for that order, excluding shipping fees.
To assess the request, we will verify the original order date and the available delivery or signature records.
The following conditions apply:
* The order must have been delivered and signed for.
* The elapsed time is measured from the original order date to delivery and signature.
* The customer must contact support after signing for delivery to request the compensation.
* The compensation is calculated on the total product amount for the relevant order, excluding shipping fees.
* It is a partial refund, not a full refund and not a refund of shipping charges.
* The request remains subject to verification and any mandatory consumer rights or remedies that apply under law.
This compensation policy does not limit any additional rights a customer may have under applicable consumer protection laws.
6. Undelivered, Lost or Severely Delayed Orders
Orders that have not been delivered are handled separately from the signed-delivery compensation described above.
If your parcel appears lost, has no meaningful tracking updates for an extended period, or has been significantly delayed, contact us with your order number and tracking details.
We will review the available information and, depending on the circumstances, may investigate with the carrier and consider continued delivery, reshipment, cancellation or refund. The appropriate outcome will depend on the facts, the status of the shipment, the terms applicable to the order and mandatory consumer protection law.
The 10% signed-delivery compensation rule does not automatically apply to an undelivered order.
7. Incorrect Address and Delivery Information
Please review your shipping address and contact details carefully before completing checkout.
If you discover an error after placing an order, contact us as soon as possible. We will try to assist, but changes may not be possible once an order has been processed or dispatched.
Where delivery is affected by an incorrect or incomplete address supplied by the customer, the outcome may depend on the carrier’s procedures, whether the parcel can be redirected or recovered, and applicable law.
8. Contact and Support
For shipping enquiries, tracking assistance or delayed delivery claims:
Email: sales@ultramarinelife.com
Phone: +86 135 2879 0910
WhatsApp / WeChat: +86 135 2879 0910, subject to service availability
Customer service hours are Monday–Friday, 9:00 AM–5:00 PM Sydney time, excluding public holidays. We aim to respond to email enquiries within two business days.
9. Consumer Rights
This Shipping Policy should be read together with our Terms of Service and Return, Refund & Warranty Policy.
Ultramarinelife respects mandatory consumer protection laws that apply to customers in their respective jurisdictions. Nothing in this policy excludes, restricts or modifies a consumer right or remedy where doing so would be unlawful.
Operated by: Ultramarine Technology Co., Ltd., Hong Kong SAR, China.