Shipping & Return Policy

  Shipping Policy

Read the shipping information of GlocalMe carefully to know how your order is dispatched, how to track your shipment, and what the ownership, terms and risks are.

  Where We Ship- Device Orders

Country:United States

Shipping option, shipping time and shipping fee:

Ground Shipping: 5~8 Business Days (free)

Express Shipping:3~5 Business Days  ($9.9)

Overnight Shipping:1~2 Business Days ($29.9)

Country:

Australia, Austria, Belgium, Brazil, Denmark, Finland, France, Germany, Greece, Greenland, Guam, Italy, Japan, Mexico, Netherlands, New Zealand, Qatar, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Switzerland, United Arab Emirates, United Kingdom, Venezuela

Shipping option, shipping time and shipping fee:

Standard International Shipping: 7~10 Business Days ($9.9)

Express International Shipping: 5~7 Business Days ($29.9)

Country:

Anguilla, Antigua & Barbuda, Argentina, Aruba, Bahamas, Bangladesh, Barbados, Belize, Bermuda, Bhutan, Bolivia, British Virgin Islands, Brunei Darussalam, Cambodia, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Cyprus, Czech Republic, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Faroe Islands, Grenada, Guatemala, Guyana, Haiti, Honduras, Hong Kong(China), Iceland, India, Indonesia, Israel, Jamaica, Jordan, Kuwait, Lebanon, Liechtenstein, Luxembourg, Macao(China), Mainland China, Malaysia, Malta, Monaco, Montserrat, Nepal, Nicaragua, Nigeria, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Russia, San Marino, Sri Lanka, Suriname, Sweden, Taiwan(China), Thailand, Trinidad and Tobago, Turkey, Turks & Caicos Islands, Ukraine, Uruguay, Vietnam,

Shipping option, shipping time and shipping fee:

Express International Shipping: 5~7 Business Days ($29.9~$49.9)

Note: 

Orders to remote areas would take a little longer to be delivered. Please note that the delivery time depends on the address specified for the order. 

Any delivery date given by us is our best estimate only, and GlocalMe cannot be held liable for any loss or damage suffered by you due to any reasonable or unavoidable delay in the delivery of your order.

Generally, all orders will be dispatched within 1 business day after payment is received. In case of unexpected circumstances, such as weather, out of stock, account problems, etc., there may be a delay in delivery. However, the maximum order processing time will not exceed one week. If the customer needs urgent delivery, please contact customer service: supportus@ucloudlink.com

Where We Ship- Rental Orders:

We only provide shipping to the United States now. If you live in other countries, please contact supportus@ucloudlink.com for help.

We will send the parcel out 7~10 business days before the start date. If you need the device urgently, please contact us to ship it early. Please choose overnight shipping if you need the device within 3 days.

Return Device: Kindly contact us within 2 days for a return label. Customers will need to pay $5.9 for return label.
Before shipping out GlocalMe portable WiFi, we will check it to make sure it is in perfect condition. 

Shipping for Data Plans:

No matter you purchased the data plan with or without device, we will send you a voucher code to redeem from your GlocalMe account. Voucher code will be sent via email within 24 hours once your order is processed. Please make sure you will provide us a valid email address.

 Shipping Fees:

It’s FREE SHIPPING on all orders to the United States. You can also choose express shipping which costs $9.9 and next day shipping which costs $29.9 for the United Sates orders.

The shipping fee for areas outside the US will cost from $9.9 to $49.9, you can see the shipping fee and shipping methods on the checkout page. The price depend on the delivery time and delivery country.

The total sum listed in checkout is only the money you need to pay for the product(s).

Tax and Custom Fees:

For products NOT shipped from the local warehouses (the recipient's address and the shipping warehouse are not in the same area or not in the same country) and without any customs fees declaration, we do NOT be held responsible for any duties, taxes (including VAT) and brokerage fees (if need be). These charges are recipient’s responsibility.

Customers from New York (the recipient’s address is in New York) will be charged 8.875% tax for each order.

Check Your Order and Shipment

Your order can be tracked after email confirmation has been sent to you. Usually we will ship out your package within 1 business day.

You can check your order status easily via the online tracking page. Enter your Order ID, type your email and click “Check Status”. You will get your order details.

* Please note that the "business day" does not include weekends, holidays. And the shipping will be delayed due to COVID-19 or hurricane. 

   Post offices are usually closed on weekends and we will not arrange delivery. If you need your package in time, please choose faster delivery methods.

Delivery Terms

We use the FEDEX and USPS to deliver the product.

Change of Address

We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 24 hours of placing your order at supportus@ucloudlink.com

Cancellations

Normally the orders that have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from GlocalMe due to force majeure, you are subject to the return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.

Parcels Damaged in Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

Ownership, Terms and Risk

All orders will be dispatched within one business day EXCEPT your pre-order(s). Please refer to the specific estimated shipping date for the pre-orders item(s).

Please ensure your address details are correct as once the parcel is on its way we cannot re-direct it. All orders will only be dispatched to the address given at the checkout. It is your responsibility to check and verify. Should any loss be incurred due to the input of an incorrect address or a fraudulent transaction, you will be held responsible as the sole bearer of the pecuniary loss.

Note: Please do not enter any PO Box address, which your package can’t be dispatched to by any express.

Please note that you will be required to sign for your package upon delivery. If you are not at home at the time of delivery and do not receive your package, we will send you an email to notify you of it. You can contact the delivery company to arrange another delivery.

If you do not contact the delivery company within 5 days after the delivery attempt, they may return the goods to us. A return charge may be assigned to us which may be twice of the delivery cost. If in the case of this happening, we reserve right to ask you to pay the returning charge plus an additional cost for redelivery before we are able to re-dispatch the item to you.

When the goods are delivered you are responsible for checking that the order is complete and un-damaged. You should check the goods carefully for any visible damage and the contents if possible before you accept the delivery. Should there be any damage to the goods at the point of delivery, you have right to refuse the goods and let the delivery person know the reason(s) of refusal. Alternatively you may sign for the goods as ‘UNCHECKED’ at the time of accepting delivery, you meanwhile accept that the order is completed.

If the product(s) you have ordered are not available at the time of placing your order for any reason, you will be contacted by email or telephone within the same or next working day. We will advise you of the estimated delivery time and if this is not satisfactory you will have the right to cancel your order without any obligations and a full refund will be issued.

Following a successful transaction you will be notified when your order has been dispatched and provided with a tracking number, if you do not receive a tracking number within 48 hours of completing your purchase, we ask that you first check your email “Junk/Spam” folder and then contact us.

Return Policy

For device purchases

You may request a refund or replacement for GlocalMe device for any reason you are not completely satisfied with our product. Shall you wish to return the device purchased please do so within 30 days of dispatch, and kindly follow these simple instructions. Please note, the device must be damage free and returned in perfect condition.

• Wrap the return item(s) in the original packing.
• Enclose a copy of (or original) receipt.
• Return via your preferred shipping method.
• Please allow 10 business days for the credit to be reflected in your account after we confirm receipt of your returns.

Shipping address：

GlocalMe/ uCloudlink

450 Lexington Ave Fl 4,

New York, NY 10017

Email: supportus@ucloudlink.com

Customers will need to afford the return shipping fee except for the following:

• You received an incorrect item.
• You received a damaged item.
• You received a defective item.
• You received an item that does not match its description.

For data purchases

Any data package you purchase together with/without device can be refunded in 30 days after we send out the voucher code, which must be unredeemed. Redeemed voucher code is non-refundable. Please kindly contact supportus@ucloudlink.com for more help.

For rental purchases

Full refund can be issued for orders that we didn't ship it out. 

If Customer cancels a lease order after shipment of the leased Device, Customer agrees to compensate uCloudlink $19.90 for the cancellation.

Please return the device to us within 2 days when you have reached the Hire End Date. If you fail to return the device back in time, you will be charged $9.99/day for every day after two business days. Such late fees shall accrue on a daily basis from the due date until actual return of the Device, but the maximum aggregate late fees shall be $100.00/device.

 If a leased Device is returned damaged, Customer shall be charged the following damage fees:

a.       If the Device is not functioning, US$100.00.

b.       If the USB cable for the Device is missing or damaged. US$5.00.

c.       If the pouch for the Device is missing or damaged, US$5.00.

Disclaimer

Please note that the quality and coverage of roaming networks vary by country. No representations or guarantees are made with respect to availability, quality, operation or support for data communication on third-party networks or with third-party lines while roaming.

What is the restocking fee?

- No restocking fee 

Damages and issues

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to supportus@ucloudlink.com and we will process an insurance claim on your behalf.

Exchanges

We can replace items if they are defective, damaged or shipped wrongly free of charge. If you need to exchange it for a different item, or if it doesn’t fit you are welcome to do so within the 30 days, however return costs cannot be covered and items must be returned unused, in their original packaging. Please send us an email atsupportus@ucloudlink.com to discuss your exchange needs. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not within 7 business days. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time (usually takes 3~10 days) for your bank or credit card company to process and post the refund too. If items are returned damaged, worn or missing packaging we exercise the right to refuse refunds and the item will be returned to you.  

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at supportus@ucloudlink.com.

Contact Info : 

E-mail: supportus@ucloudlink.com

Address: 450 Lexington Ave Fl 4, New York, NY 10017