Frequently Asked Questions

Find answers to the most common questions about shopping with ugyard. Can't find what you're looking for? Visit our contact page to get in touch with our support team.

Orders and Purchasing

How do I place an order?

Simply browse our products, add items to your cart, and proceed to checkout. You'll need to provide shipping information and payment details. Once your order is complete, you'll receive a confirmation email. For more details, see our Getting Started guide.

Do I need to create an account to shop?

No, you can checkout as a guest. However, creating an account offers benefits like faster checkout, order history tracking, easier returns, and access to installment payment options. Accounts are free and secure.

What are installment payments and how do they work?

UGyard's installment payment option lets you buy now and pay over time. Instead of paying the full amount upfront, you can split your purchase into monthly payments (typically 3, 6, or 12 months). Approval is usually instant at checkout, and you'll receive your products while making payments. No hidden fees—all terms are clearly disclosed before you commit.

Can I shop from both Uganda and Dubai?

Yes! UGyard connects both markets. You can browse products from sellers in Uganda and Dubai, regardless of where you're located. We handle the cross-border logistics, customs, and delivery.

Can I cancel or modify my order?

You can cancel or modify orders before they ship. Contact us immediately at [email protected] with your order number. Once shipped, orders cannot be changed but can be returned according to our Return Policy.

How do I track my order?

Once your order ships, you'll receive an email with tracking information. You can also log into your account to view tracking details for all your orders. Tracking typically updates within 24 hours of shipment.

What if I entered the wrong shipping address?

Contact us immediately if you notice an error in your shipping address. If the order hasn't shipped yet, we can update it. Once shipped, we'll try to intercept the package with the carrier, though this isn't always possible. You may be responsible for reshipping costs in some cases.

Payment and Pricing

What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express, Discover), PayPal, and digital wallets like Apple Pay and Google Pay where available. All payments are processed securely.

Is my payment information secure?

Absolutely. We use industry-standard SSL encryption for all transactions. Payment processing is handled by trusted third-party processors, and we never store complete credit card information on our servers. See our Privacy Policy for more details.

When will I be charged?

Your payment method is charged when you place your order, not when it ships. If we're unable to process payment, you'll be notified immediately and the order will not be completed.

Do you offer price matching?

Currently, we do not offer price matching. However, we strive to offer competitive pricing and frequently run promotions and sales. Sign up for our newsletter to stay informed about special offers.

Can I use multiple payment methods for one order?

At this time, we only accept one payment method per order. If you'd like to split payment, you'll need to place separate orders.

Shipping and Delivery

How much does shipping cost?

Shipping costs vary based on your location, order size, and selected shipping method. The exact cost is calculated and displayed at checkout before you complete your purchase. For detailed information, see our Shipping Policy.

How long does shipping take?

Standard shipping takes 5-7 business days, expedited shipping takes 2-3 business days, and express shipping takes 1-2 business days. Processing time (1-2 business days) is additional. See our Shipping Policy for complete details.

Do you ship internationally?

Currently, we ship between Uganda & Dubai and selected international destinations. International shipping options, costs, and delivery times vary by location and are shown at checkout. Note that international orders may be subject to customs fees and import duties.

What if my package is lost or stolen?

Contact us immediately if you believe your package is lost or stolen. We'll work with the carrier to locate it. For confirmed lost or stolen packages, we'll issue a replacement or refund. We recommend checking with neighbors and your building management first, as packages are sometimes left in alternate locations.

Can I change my shipping address after ordering?

Contact us immediately if you need to change your shipping address. If the order hasn't shipped, we can update it. Once shipped, address changes are difficult and may not be possible depending on the carrier.

Returns and Exchanges

What is your return policy?

We accept returns within 30 days of delivery for most items. Products must be unused, in original packaging, with all tags attached. Some items are non-returnable. For complete details, see our Return Policy.

How do I return an item?

Contact us at [email protected] with your order number and items you wish to return. We'll provide a Return Merchandise Authorization (RMA) number and instructions. Ship the items back with tracking, and we'll process your refund upon receipt.

How long do refunds take?

Once we receive and inspect your return (2-3 business days), we process refunds immediately. Refunds appear in your account within 5-10 business days depending on your payment method and financial institution.

Who pays for return shipping?

If an item is defective, damaged, or we sent the wrong item, we provide a prepaid return label. For other returns (like change of mind), customers are responsible for return shipping costs unless otherwise specified in a promotion.

Can I exchange an item?

The fastest way to get a replacement is to return the unwanted item and place a new order for what you want. This ensures you receive your new item quickly without waiting for return processing. For defective or incorrect items, contact us for expedited exchange processing.

Products and Availability

How do I know if a product is in stock?

Product availability is shown on each product page. If an item is out of stock, you may see an option to be notified when it's back in stock. Stock levels update in real-time, but during high-demand periods, items may sell out quickly.

When will out-of-stock items be available?

Restock dates vary by product. Sign up for notifications on the product page to receive an email when the item is back in stock. You can also contact customer service for estimated restock information.

Are product photos accurate?

We strive to show products as accurately as possible, but colors may vary slightly due to monitor settings, lighting, and photography. Dimensions and specifications are provided to help you make informed decisions. If you receive a product that doesn't match the description, our Return Policy applies.

Do you offer product recommendations?

Yes! Our customer service team is happy to help with product recommendations. Contact us with details about your needs, and we'll provide personalized suggestions.

Account and Privacy

How do I create an account?

Click "Sign Up" or "Create Account" on our website and provide your email, password, and basic information. You can also create an account during checkout. Accounts are free and help you track orders, save addresses, and checkout faster.

I forgot my password. What should I do?

Click "Forgot Password" on the login page and enter your email address. We'll send you a password reset link. If you don't receive the email, check your spam folder or contact customer service.

How is my personal information protected?

We take privacy seriously and use industry-standard security measures to protect your data. Your information is encrypted, securely stored, and never sold to third parties. For complete details, see our Privacy Policy.

Can I delete my account?

Yes, you can request account deletion by contacting us at [[email protected]]. We'll delete your personal information within 30 days, subject to legal retention requirements (such as tax records).

How do I unsubscribe from emails?

Click the "unsubscribe" link at the bottom of any promotional email, or update your email preferences in your account settings. You'll still receive transactional emails related to your orders.

Promotions and Discounts

How do I use a promo code?

Enter your promo code in the designated field during checkout. The discount will be applied to your order total before you complete payment. Promo codes cannot be applied after an order is placed.

Can I use multiple promo codes?

Typically, only one promo code can be used per order. The terms of each promotion will specify any restrictions or exclusions.

Do promo codes expire?

Yes, most promo codes have expiration dates and terms of use. Check the promotion details for specific information. Expired codes cannot be honored.

Customer Service

How can I contact customer service?

We offer multiple contact options: email ([[email protected]]), phone (256 7-UGYARD1), and live chat on our website during business hours. See our Contact page for complete details.

What are your customer service hours?

Our phone and live chat support are available Monday-Friday, 9:00 AM - 6:00 PM EST, and Saturday, 10:00 AM - 4:00 PM EST. Email support is monitored 24/7, and we typically respond within 24-48 hours.

How do I leave product feedback or reviews?

After receiving your order, you'll receive an email invitation to review your purchase. You can also leave reviews by logging into your account and accessing your order history. We value your feedback!

For Merchants and Sellers

How do I become a seller on ugyard?

Contact our merchant team at [email protected] to start the application process. You'll provide business information, verify your identity, and set up your seller account. Approval typically takes 1-3 business days.

What does it cost to sell on UGyard?

We have low barriers to entry with competitive fees: a small monthly subscription for business tools access, plus a percentage commission on sales. No large upfront capital required. Contact our merchant team for the current fee structure.

What business tools do I get as a merchant?

All merchants access professional tools at tools.ugyard.com including ERP systems, CMS, inventory management, order processing, customer management, and analytics—included in your subscription.

Can small businesses and individuals sell on ugyard?

Yes! ugyard serves everyone from individual entrepreneurs to mid-sized manufacturers and distributors. You don't need massive capital or infrastructure to start.

Do you handle cross-border logistics for sellers?

Yes, we provide logistics support for shipments between Uganda and Dubai, including customs documentation, duty calculations, and shipping coordination.

What markets can I reach as a merchant?

ugyard merchants can sell to customers in both Uganda and Dubai/UAE markets, with our platform handling the cross-border complexities.