When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system, and your package may be delayed up to 1 to 2 weeks. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service.
If you see that your parcel is being returned back to UBACARE, simply reach out to us through our contact form and let us know that it is being shipped back to us. We can reship your order a second time at no additional cost (please note that we may require an alternate shipping address). If your parcel is RTS and we have not heard from you, we will be required to destroy the contents of your order upon receiving it back at our pharmacy.
Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take anywhere from 5-10 business days to conclude.
Until a missing package has been returned to UBACARE or officially declared lost, we are unable to reship or refund the order.
We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a “Safe Place/Leave with Neighbour/Delivered with Consignees Authority” request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.
Unfortunately, we are unable to modify the route of a parcel once it has been shipped. However, if you see that your parcel is being returned back to UBACARE, simply reach out to us through our contact page and let us know. We can reship your order a second time at no cost to you. Please note that we may require an alternate shipping address.
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we respect and value every customer.
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