Our goal is to keep the ordering process as simple as possible. Manufacturing times very between 2-3 weeks and shipping time varies between 1-4 business days.

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Order Confirmation:

• You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment.
• As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.
• If your item is on back-order or unavailable, we will reach out to you via email.
• If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

Order Shipment:

• If your order is in stock and your credit card is approved by our fraud guarantee department, the item(s) ordered will ship within 1-2 business days from the date of your order.
• We will send you the tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out.
• If you don’t receive tracking information from us within 3 business days of your order confirmation (usually it will be within 1), feel free to follow up with us at support@unofive.ca or call us at 1-800-215-9902

Damages:

• Please inspect the packaging of your item(s) when they arrive.
• If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.
• If your item(s) do arrive damaged, please send photos to support@unofive.ca and we will process an immediate replacement or refund.

Shipping Damages:

• If you believe that an item has arrived damaged or with a defect, contact us at support@unofive.ca and send a picture of the damage along with a description of the damage and we will happily file a warranty claim on your behalf. You must do this within 10 business days of receiving your order. We will not be able to ship you replacement if you send us photos after those first 10 days. Replacement orders typically take between 1-2 weeks to fulfill.

• We do not issue refunds / returns for purely cosmetic blemishes from shipping. Shipping damage is a common thing with all shipping carriers. It depends on the person(s) handling the package. We do our very best to package our products so they will not get damaged in route to the intended destination. We will not issue refunds if boxes are refused because of box damage. Again we pack our products very well on the inside so they do not get damaged. We will issue any replacement parts due to shipping damage.

Cancellations & Refunds:

• All orders cancelled after 24 hours are subject to a $15 cancellation fee, whether or not your order has shipped. This is a fee that covers administrative personnel fees.

• If your item is on back-order and you accept the back-order, we will hold your payment until the product ships. If you decide to cancel before a back-order is processed for shipping, we will not charge a fee.

• If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

 

Back-orders:

• From time to time, a product may run out of stock at our warehouse and the website wasn’t updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the back-order, what the expected time for arrival is, and what substitutes are available in case you are interested in getting another product sooner.

• The expected arrival time may change due to unforeseen circumstances like bad weather or traffic, or the factory missing a certain part needed to complete the manufacturing process.

• If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether.

• Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.

In some rare circumstances, you may receive damaged merchandise due to the shipping courier, you may want to return your product, or the product you ordered may be temporarily out of stock, otherwise known as a “back order.” Our goal is to make the buying experience as easy and enjoyable as possible.

 

Returns:

If there are any issues with your order or if you are unsatisfied with it for any reason at all, just reach out to us at support@unofive.ca or contact us at 1-800-215-9902 and we will make sure that the issue is resolved to your complete satisfaction.

Your satisfaction is ultimately the most important thing to us.