FAQ

Frequently Asked Questions


Who are you?

UGFREAK is a very trusted and sponsor. We're pretty solid and well known on the forums and we have made a name for ourselves with our services and products for several years. The team behind UGF has been in this game for 10+ years. With that much time under our belts, we've been on the market with much success and experience. We know what we're doing and we're experts in how to take care of our customers.

What is the minimum order?

There's no minimum at UGFREAK

How much does shipping cost?

No matter the size of your order or the location of delivery, your order will be sent by the price of $25 for the shipment.

Delivery Estimate & Rate

Our team works in high speed and are able to deliver packages in 3-21 days. The T/A starts from the day the package ships according to tracking number or our tracking message. Our success rate is very high and we guarantee a delivery.

Where do you ship from?

We ship our packages from multiple countries, depending on what products have been chosen. However if you're from Europe, or live inside the UK, you can benefit from these following categories, which you will find on our website: United Kingdom International line - packages are sent from different areas Europe Domestic (currently unavailable) You can choose the category you think is suitable for you, and we'll ship from either our international warehouses, we ship EU to EU or UK to UK. It takes 3-21 days to deliver. If the postal service makes a mistake or customs get your order, obviously it causes a delay - however we will reship you the package as we offer a delivery guarantee. This way we have a 100% delivery guarantee.

Do you provide tracking numbers?

Yes. We offer tracking numbers for all of the packages being shipped. The scan updates for tracking may be late or the tracking may not give day-to-day updates. That doesn't mean package isn't moving. Tracking numbers comes typically 2 days after package has been shipped.

Do you ship direct post boxes?

Yes. We do ship to P.O. Boxes.

Are signatures required?

No. Signatures are not required upon delivery.

How is the process?

The whole process is very smooth and fast. Once you submit your order, you will automatically receive information for your payment. We expect the payment within 48 hours and instructions to be followed - the timing depends on yourself for this part. Once payment has been sent and either confirmed quickly through bitcoins or Western Union (in this case 1-3 days), we will quickly prepare your package and have it out within 2 days. This is only an exception if you're ordering a Thursday or in the weekends in general, as we don't ship in weekends.

Can I change my address?

Yes you can. However, it is very important you write a ticket where you confirm our awareness with your name and/or address change. If you've already submitted an order with the old information, it won't update for that order, and therefore we also need you to write us the new info. We highly recommend you to please write your name and address in the tickets. If a package is sent to the address you first had, without you informing us about a change in reasonable time, then the package will not be replaced by UGF as it would be your own fault.

What if my order doesn't show up? (RESHIP POLICY)

We have a reship policy if the mistake isn't your own, as if address or name has been written incorrectly by the customer. If you don't accept your package while it's shipped out for you and postal service choose to "send it back", it is most likely lost. In that case, the mistake is yours as well. Also if FAQ no. 10 (address change) has not been followed by customer, we will not replace it. For orders stopped at customs and seized, we'll reship these quickly, if you can send us a copy of the letter quickly as well. If there's no letter and if package may have issues from postal side, we'll reship without any seizure letter being shown. However we do not reship the packages before the package has been at customs or gone for 31 days. But if a seizure letter is received within 31 days, we'd like for you to scan and send us the seizure letter. AFTER 31 days, we expect customers to write us and start the reshipping process by letting us know where to ship. The same if there's any trouble with the delivery on our behalf. Do not hesitate. We will gladly reship your package if such problems occur. If both packages show up, customer has to pay for the extra package. Please contact us about the matter, make sure to mention that you agree to our terms, and we'll be able to continue. *NO RESHIPPING* Certain countries are excluded when it comes to our reship policy. These countries will not receive reshipping. Australia, Canada, Denmark, Faroe Islands, Finland, Iceland, New Zealand, Norway, Singapore and Sweden.