Customs:

IMPORTANT: Custom Laws are particular to the country of destination and we are not responsible for any custom fees as these need to be paid by the receiver. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

SHIPPING Q&A:

What if I haven't received my package?

Lost, Stolen or Undelivered Packages

Please note that undelivered packages due to an incomplete address made in error by you will not be refunded. Please make sure prior to submitting an order that all information is accurate and complete. For orders with the correct shipping address, the following applies:

If you have not received your package within 14 days of the shipped date or you believe it has been lost or stolen, you may call the shipping carrier directly as the customer or notify us within 14 days of the shipped date.  We will refund or send you a new order free of charge and we will file a claim on your behalf. If you have not inquired with us about a missing, lost, stolen or undelivered package within 14 days of the ship date, UAWAU will not be able to refund orders.

Why can't I ship to a PO Box?

We suggest using an alternative address such as your business address to ship to instead.

Reason one:

PO boxes typically are not large enough for packages, therefore the package would be shipped back to us and the package would risk being disposed by the carrier if shipped back.

Reason two:

Since we are an international business, our private shipping carriers are not able to deliver to PO Boxes. 

Why is my package held at customs?

The package sent to the destination country can be held by officials when imported into that country for a variety of reasons.

When a package is passed through customs, the clearance process is contingent upon many factors including the customs destination country it's inspected by. Please refer to your countries Custom Border Protection for exact regulations. You may use the information below for general guidelines:

• On average, packages may be held at customs for up to 72 hours. In rare occurrences, packages can be held up to 30-45 days.
• Reasons a package may be held at customs include but not limited to a physical inspection of the merchandise, possible trademark violation, formal entry is required, outstanding taxes, or inadequate paperwork.
• If packages are not able to pass clearance, packages will be shipped back to the shipper (UAWAU) and assessed for reshipment. On average, it can take 10 days to receive the package.
• If packages are cleared for reshipment and at no fault of the receiver, UAWAU will immediately reship free of charge.

What countries/regions does UAWAU ship to?

International Shipping

All our international shipments use Express.

We ship internationally to the following countries/regions:

How do I change the shipping address or shipping method?

If you entered the wrong shipping address or would like to upgrade your shipping, please contact us immediately at info@uawau.com

Express Shipping

Due to the change in address, you may or may not have additional fees that incur. When shipping with DHL, address change is free of charge within the service area. If out of state, additional fees will be owed and you will need to pay them prior to changing the address otherwise our manufacturing center will continue processing your order with the address the order was submitted with. 

Why is my order sent in multiple packages?

Based on items ordered and manufacturing locations, packages may be shipped separately. 

With try to ship all the orders together but as we produce all our products manually we may ship your orders in multiple shipments to ensure your delivery is as quick as possible.

In the event your order is shipped in multiple packages, you will receive different tracking numbers within your order. 

Who is responsible for custom duties & taxes?

The end customer (our customers) are responsible for any fees incurred if/when transported across international boarders.

Shipments outside of the United States may encounter custom duty fees. The fees are based on the destination and the regulations the country being shipped to. Different countries have import procedures which is determined by its custom’s law in the destination country, not UAWAU nor the carrier. 

Typically, the type of goods shipped and the value of that good are factors determining custom duties and taxes. Ultimately, the end customer will be responsible for paying the customs duty.