FAQ

Order

I didn't receive order confirmation email. What's wrong?

Once you placed the order, you should have received an order confirmation email from PayPal as long as you filled in the right email address when you placed the order. Check your email spam folder to make sure it’s not there.

 

I want to order a pre-order item, will you charge my credit card (or PayPal) right away?

Yes, we charge your credit card or PayPal right away. This is to make sure you are serious and also secure the pre-order special price and your position in the pre-order queue. However, you can cancel it any time before we ship the item. Simply email us:  order at uplaytablet.com  (assume you are human, so you know to replace “at” with “@”. This is to prevent bot from harvesting  our email address and send us spams). We can locate your order right away from your email address if you used the same address in purchase. Otherwise, give us the email address you used at purchase, or the name used in the shipping address, so that we can locate your order.

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If your order is not shipped yet (you haven’t received the 2nd email from PayPal to confirm shipping ), we can cancel your order and refund you full right away.

If your order is shipped (you have received the 2nd email from PayPal to confirm shipping ), then we cannot cancel your order right away, since the item is already on the way, there is no way to get it back. In this case, you need to return the item to get refund. Make sure you read our return policy page. You will receive a refund for the full price of the item after we receive your return and confirm the item and package are new and complete. Your shipping cost is not refunded, and you are responsible for your return shipping cost as well.

In any case,  simply email us:  order at uplaytablet.com  (assume you are human, so you know to replace “at” with “@”. This is to prevent bot from harvesting  our email address and send us spams). We can locate your order right away from your email address if you used the same address in purchase. Otherwise, give us the email address you used at purchase, or the name used in the shipping address, so that we can locate your order.

Shipping

Where are those tablets shipped from?

All items are shipped from our California warehouse for US customers, unless you see a note at the product page.

International order are shipped directly from our factory or warehouse in Shenzhen, China.

We do take return and repair in our California office, so you don’t have to pay the expensive international shipping cost when you return it to us. It costs $40 to $60 USD to ship a tablet from US to China.

How do I know the item is in your California warehouse or your China factory?

You will see the note on each product page. If you don’t see a note, that means it’s shipped from California. We only ship US customers from our California warehouse. Customers in all other countries will be shipped from our factory in Shenzhen, China.

What's the average shipping time for US orders?

For items located in our California warehouse, the average shipping time is about 4 business days for standard shipping, and 2 business days for express shipping . The order handling time is 1 business days on top of the shipping time.

For items located in our factory in China, the shipping time is about 4~20 business days for standard shipping, and 3~5 business days for express shipping . The order handling time is 1 business days on top of the shipping time.

How much does the shipping cost?

We ship worldwide with a flat shipping rate. As long as you can pay Credit Card or PayPal, we should be able to ship you the item.

The standard shipping cost for one tablet is $14.95. It is shipped by Singapore Post or Fiji Post as registered parcel with a tracking number. The shipping time according to those carriers are about 3~20 business days, which is up to 30 calendar days (a month).

The express shipping cost for one tablet is $24.95. It is shipped by DHL Shipper or EMS (Singapore EMS). EMS is delivered by your country’s post office when it arrives your country. DHL shipping time is about 3~5 business days. EMS is about 3~7 business days.

You will be able to choose the shipping option at check-out.

The shipping cost for accessaries is cheaper, starting at $4.95.

 

Where is my item?

Once you place the order, you should receive two emails from PayPal as long as you filed in the right email address when you placed the order. Check your email spam folder to make sure it’s not there. The first email is to confirm we have received your payment. The second email is to confirm we have shipped your order. Tracking number is included in this email. Please make sure you following the instructions on “Track your order” page in “Customer Support” menu to track it.

Where to get my tracking number?

Once the item is shipped, you should receive another email from PayPal confirming shipment with a tracking number. Follow the detailed instruction in the page “Track your order” in the “Customer Support” menu to track the shipment.

The tracking number doesn't work. What's wrong?

The tracking number may not work with the link provided by PayPal. Please make sure you following the instructions on “Track your order” page in “Customer Support” menu to track it.

The DHL tracking number doesn't work at DHL's website. What's wrong?

We use DHL Shipper. It has a different tracking page on DHL’s website. Please  following the instructions on “Track your order” page in “Customer Support” menu to track it.

You claim 3~5 days for Express Shipping, but it has been more than 5 days, but I still haven't received it.

We are sorry that you didn’t receive it as you expected.

First, the 3~5 days is 3~5 business days, and it is an estimate given by DHL. Sometime they have delays, especially during holiday shopping season. We have no control once we ship out the item.

DHL also requires a phone number. If you didn’t provide your phone number, we have to ship by EMS, which takes about 3~8 business days.

I paid standard shipping. It has been 20 days, but I still haven't received it.

We are sorry that you didn’t receive it as you expected.

First, the 3~20 days is 3~20 business days (that’s about 28 calendar days, or roughly a month), and it is an estimate given by those carriers (like Singapore Post or Fiji post). Sometime they have delays, especially during holiday shopping season. We have no control once we ship out the item.

If you still haven’t received it after a month, please contact us. Simply email us:  order at uplaytablet.com  (assume you are human, so you know to replace “at” with “@”. This is to prevent bot from harvesting  our email address and send us spams). We can locate your order right away from your email address if you used the same address in purchase. Otherwise, give us the email address you used at purchase, or the name used in the shipping address, so that we can locate your order.

I have received tracking number, but I don't get any tracking record. What's wrong?

1. The link provided in the PayPal email only works when you are in US, you chose standard shipping or express shipping by EMS, and the item has arrived USPS’s routing center.  Please  following the instructions on “Track your order” page in “Customer Support” menu to track it on our website.

2. You don’t receive any tracking record after the carrier ships out the item and before it shows up at your countries post service. The customs sometime takes a week or two if you are unlucky.

So, just be a little extra patient. All of our items are shipped as registered mail with a tracking number. It is very rare that a package gets lost. We do see cases that the customer eventually received the item after 6 weeks.

Do I have to pay customs tax?

In general, no.

US customs doesn’t charge customs tax for any item below $500 value.

Some European countries does charge customs tax. You better check with your country’s customs.

We are not responsible for any customs tax; however, to help our customer to avoid or lower the customs tax, we do claim the package as gift and mark it as a low value (like $50).

Return, Repair, and Replacement

How do I send the item back for return/repair/replacement?

Please contact us by email, and explain your issues before you ship the item back to us.

In any case,  simply email us:  order at uplaytablet.com  (assume you are human, so you know to replace “at” with “@”. This is to prevent bot from harvesting  our email address and send us spams). We can locate your order right away from your email address if you used the same address in purchase. Otherwise, give us the email address you used at purchase, or the name used in the shipping address, so that we can locate your order.

Please follow our return policy at

http://dev.uplaytablet.com/return-replacement-repair-warranty-payment-and-shipment/

If you are in North America,
please return it to the following address in US:

uPlay Tablet
532 East Weddell Drive, Suite 2
Sunnyvale, CA 94089-2133

Otherwise, please return it to the following address in China:

uPlayTablet
3B216A Colconda Cyber Plaza,Huafa North Rd,Futian District,
Shenzhen China 518100
Tel:+86 13922895376

We recommend you ship it with a tracking number.

 

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