FREQUENTLY ASKED QUESTIONS
Who are you?Welcome to UGFREAK - the most trusted source on the internet! We are one of the top sponsors on eroids.com and most viewed source on outlawmuscle.com. We're pretty solid and well known on the forums and we have made a name for ourselves with our services and products for several years. The team behind UGF has been in this game for 10+ years. With that much time under our belts, we've been on the market with much success and experience. We know what we're doing and we're experts in how to take care of our customers. We guarantee our customers to have a great journey, when placing orders with us. Things are smooth and on time. Communication top notch and our service is second to none! We have no minimum order, so we urge everyone to come and see for themselves. What is the minimum order?There's no minimum at UGFREAK How much does shipping cost?No matter the size of your order or the location of delivery, your order will be sent by the price of $25 for the shipment. What are the payment options?We accept Bitcoins, Ethereum, Litecoins, Ria, Western Union and MoneyGram. Sometimes you may not be offered one of these payment methods, because we don't offer it at the current time. The payment methods possible to choose, are the ones at your disposal when you are about to select them, when finishing submitting your order. That means if one of the mentioned payment methods aren't offered, then it's not available a the moment. Do not choose one method and send it through another, or we may not be able to collect it and you'll have to redo it. NONE other options are offered. No PayPal, no Credit Cards (except through PayBis or likewise) or Cash in mail etc. Delivery Estimate & RateOur team works in high speed and are able to deliver packages in 3-21 days. The T/A starts from the day the package ships according to tracking number or our tracking message. Our success rate is very high and we guarantee a delivery. Where do you ship from?We ship our packages from multiple countries, depending on what products have been chosen. Under our categories, you can find following possibilities: International - packages are sent from different areas and to every country. Europe Domestic - from and to Europe. US Domestic - from and to the United States of America. You can choose the category you that is suitable for you, and we'll ship from either our international warehouses, EU to EU or US to US. General T/A is 3-21 days. However if the category you've chosen says something different, then that's the T/A for delivery (fx. US domestic express line 1-3 days, or the other one that is up to 15 days). If the postal service makes a mistake or customs get your order, obviously it causes a delay - however we will reship you the package as we offer a delivery guarantee. This way we have a 100% delivery guarantee. *Make sure to read the reship policy* Do you provide tracking numbers?Yes. We offer tracking numbers for all of the packages being shipped. The scan updates for tracking may be late or the tracking may not give day-to-day updates. That doesn't mean package isn't moving. Tracking numbers comes typically 2 days after package has been shipped. Do you ship direct post boxes?Yes. We do ship to P.O. Boxes. We do not ship to APO miltiary boxes. Are signatures required?Signatures may be required upon delivery, as we ship from various locations and companies. If you do not want to sign for your package, please make it clear in your order ticket. How is the process?The whole process is very smooth and fast. Once you submit your order, you will automatically receive information for your payment. We expect the payment within 48 hours and instructions to be followed - the timing depends on yourself for this part. Once payment has been sent and either confirmed quickly through bitcoins or Western Union (in this case 1-3 days), we will quickly prepare your package and usually have it out within 2 days. It may occur that we have to send out US domestic express orders after 3-4 days, due to high volume of shipments. The estimated time for dropping off a package for shipping, is only an exception if your order is to be prepared close to the weekends (or holidays), in which we don't ship orders. Can I change my address?Yes you can. However, it is very important you write a ticket where you confirm our awareness with your name and/or address change. If you've already submitted an order with the old information, it won't update for that order, and therefore we also need you to write us the new info. We highly recommend you to please write your name and address in the tickets. If a package is sent to the address you first had, without you informing us about a change in reasonable time, then the package will not be replaced by UGF as it would be your own fault. RESHIP POLICYPLEASE READ CAREFULLY! We have a reship policy if the mistake isn't your own, as if address or name has been written incorrectly by the customer. If you don't accept your package while it's shipped out for you and postal service choose to "send it back", it will be lost. In that case, the mistake is yours as well. Also if FAQ no. 10 (address change) has not been followed by customer, we will not replace it. For orders stopped at customs and seized, we'll reship these quickly, if you simply send us a copy of the letter quickly as well, to the email address mentioned in the shipping confirmation email. Please write us a ticket soon after you've done that and make sure, subject title in your email, is your order ID. If there's no letter and if package may have issues from postal side, we'll reship without any seizure letter being shown. However we do not reship the packages before 31 days (50+ days during COVID-19 outbreak for some orders). AFTER 31 days we expect customers to write us a ticket and start the reshipping process. Please note, we do not offer refunds, we offer reships if pack is lost/seized. Note, we don't reship before customers have read this and done exactly as requested below: 1) MAKE IT CLEAR in your order ticket, that you have read and agree with our terms. That you will pay us for the reship package, if you end receiving the original package. 2) Confirm which products you're requesting to be reshipped, or what tracking number (copy/paste them) 3) Provide shipping name and NEW address (new address is not needed, if we're reshipping without a seizure letter being received). We recommend confirming it, or we might just use the default address. Remember to do all 3 steps above. Not doing it means that you have not read the terms. *NO RESHIPPING* Certain countries are excluded when it comes to our reship policy. These countries will not receive reshipping. Australia, Canada, Denmark, Faroe Islands, Finland, Iceland, New Zealand, Norway, Singapore and Sweden. *During pandemics and other world situations, there can be delays with flights being cancelled, swamped post offices etc. During such times, we do not reship after 31 days of package not being received, as it can take longer to receive orders in such situations. Please be patient. We will take care eventually, according to the rest of the policy. *COVID-19/CORONA VIRUS POLICY* During the current outbreak, we will reship orders after 65 days of shipping, as sometimes delays can happen and orders arrive within that time frame.
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