When you place an order, the vendor needs time to process and prepare your parcel for shipment before handing it over to UniUni. During this time, the vendor updates the parcel’s status. UniUni can only provide an accurate Estimated Time of Arrival (ETA) once we have received the parcel from the vendor. If there are no updates on your tracking number, it likely means the vendor is still processing your order. We recommend contacting the vendor directly for the latest status of your shipment. Once UniUni receives your parcel, we will update the tracking information and provide an ETA.

To update your delivery information, please follow these steps:

1. Submit a Support Ticket: Visit www.uniuni.com/support/to submit a ticket.
2. Include Necessary Details: Provide your tracking number and specify the information that needs to be updated (unit number, gate/buzz code, phone number, or delivery instructions).
3. Confirmation: Our team will update your information and confirm the changes to ensure your delivery is completed successfully.

By providing accurate delivery information and instructions, we can ensure your package is delivered successfully.

If a delivery attempt fails or is rejected, follow these steps:

1. First Delivery Attempt: Our driver will automatically reattempt delivery within 24-48 hours, so you don’t need to take any action initially. This reattempt may be necessary due to incorrect information such as phone number, address, missing unit number, gate code, or delivery instructions. If you need to update any of these details, please submit a support ticket at www.uniuni.com/support/.
2. Second Delivery Attempt: If the second delivery attempt fails, your parcel will be brought back to the warehouse. Once your parcel is in the “Storage” parcel status, submit a support ticket at www.uniuni.com/support/ to arrange a second delivery.
3. Rejected Delivery Attempt: Delivery attempts may be rejected if the address is a PO Box, which we do not deliver to, or if there is an incorrect address. If your delivery attempt is rejected, please submit a support ticket to update your address or verify your contact information and delivery instructions.

By providing accurate delivery information and instructions, we can ensure your package is delivered successfully.

If you haven’t received your package or if it was delivered to the wrong address, is lost, stolen, or missing, follow these steps:

1. Verify Delivery Status: Engage with our chatbot at www.uniuni.com to verify the status of your parcel. The chatbot will create a support ticket for you if it determines there is an issue.
2. Check with Others: Verify with neighbors, building management, or the mailroom/lobby to see if the package was misplaced.

If your package arrives damaged or was mishandled, please follow these steps:

1. Document the Damage: Take clear photos of the damaged package and its contents.
2. Submit a Support Ticket: Visit www.uniuni.com/support/ to submit a ticket. Include your tracking number, photos of the damage, and a detailed description of the issue.
3. Investigation: Our team will investigate the issue and work towards a resolution. Providing all relevant details will help us address the issue promptly and effectively.

For any issues or concerns regarding the contents of your package, please contact the vendor from whom you made your purchase. UniUni’s responsibility is focused solely on the delivery of the parcel. The vendor will be better equipped to assist you with any product-related inquiries or concerns.

This means that during the sorting process, your parcel was accidentally sent to another warehouse in another city. Once the parcel arrives at this location, it is then placed with either Canada Post or USPS to complete the delivery to the address on file. This is done automatically, and there is nothing required from you. Unfortunately, your parcel will be delayed due to this error. However, when the parcel reaches a ‘transshipment complete’ status, you can be assured that it is on its way.

We understand that receiving an unexpected delivery can be confusing. Unfortunately, we have limited information on the vendor unless the parcel is from Shein, Temu, or TikTok. Our parcels come pre-labeled and packaged with minimal details. We recommend checking with friends, family, or recent purchases to verify the source of the delivery. If you still need assistance, please contact our support team for further help.

We appreciate your feedback regarding our drivers, whether it’s positive or negative. If you have experienced any issues or have any comments about a driver, please submit a ticket with the details, including the date, time, and any relevant information. Our team will review your feedback and take appropriate action as necessary.

Submit your feedback at www.uniuni.com/support/.

If you need to request or clarify Proof of Delivery photos, follow these steps:

1. Requesting Proof of Delivery: To view your Proof of Delivery, go to www.uniuni.com, enter your tracking number on the landing page, select the “View Delivery Confirmation” link, and enter the postal/zip code associated with your delivery.
2. Clarifying Unclear Photos: If the Proof of Delivery photos are unclear, please submit a support ticket with the details of your delivery. Include your tracking number and mention that the photos are unclear. Our team will review the photos and provide assistance.

Submit your ticket at www.uniuni.com/support/.

To request a return, you must contact the vendor directly to verify their return process. UniUni does not handle returns; we are only responsible for the delivery of your items. Please reach out to the vendor for further instructions on how to return your item.

If you received a delivery and you’re unsure about the sender, we have limited information on the vendor unless it is from Shein, Temu, or TikTok. Our parcels arrive pre-labeled and do not include detailed sender information. We suggest checking recent orders or contacting family and friends who might have sent you a package. If you require further assistance, please reach out to our support team.

Unfortunately, we only offer parcel pick-up services in Montreal, Toronto, and North York. For all other locations across Canada and the US, you will need to submit a support ticket to request a second delivery. Please ensure to include your full address, contact information, and any delivery instructions to ensure the second delivery is booked and completed successfully.

Submit your request at www.uniuni.com/support/.

To book a second delivery, please submit a ticket online. Be sure to include the following information:

1. Full addres
2. Contact information
3. Any specific delivery instructions Providing all relevant details will help ensure your second delivery is booked and completed successfully.

Submit your ticket at www.uniuni.com/support/.

Unfortunately, we do not deliver to PO Boxes or military bases. Here’s why:

PO Boxes: In Canada, only Canada Post is authorized to deliver to PO Boxes, and in the US, this service is provided exclusively by USPS. Our delivery system requires a physical address to ensure your package reaches you directly and securely.

Military Bases: Due to security restrictions, only USPS can deliver mail and packages to military addresses (APO/FPO/DPO) in the US. While other carriers like FedEx and UPS can deliver to countries where military personnel are stationed, they are unable to deliver directly to military bases. Our service also requires a physical address for secure and direct delivery.

To ensure successful delivery, please provide an alternate physical address. You can update your address by submitting a support ticket with the new details.

Submit your ticket at www.uniuni.com/support/.

If you believe you are entitled to a refund due to a delivery issue, please submit a customer support ticket using the refund request option in the support form. For order-related issues (such as incorrect items or damaged goods), please contact the vendor directly.

To request a refund for a delivery issue, provide the following information:

1. Tracking number
2. Reason for refund (delivery issues only; contact the vendor for any order-related issues)
3. Copy of your receipt
4. Payment information:
   In Canada: E-Transfer details (valid email address)
   In the US: A valid email address for Plooto and/or PayPal, and your preferred payment method

Submit your ticket at www.uniuni.com/support/.