Awaiting Order Arrival

I haven’t received my order yet. What should I do?

Don’t worry — delays can sometimes happen.
Please check your shipping confirmation email to find your tracking number and current delivery status.
You can also track your package directly on the DHL or FedEx website.
If your order is past the estimated delivery date, contact us at support@urgpu.com, and our team will assist you right away.

How long does delivery usually take?

  • Standard Shipping: 7–12business days (free, via DHL or FedEx)

  • Express Shipping: 1–3 business days (paid upgrade)
    Delivery times may vary slightly depending on your country and local customs clearance.

What if my package is delayed or held by customs?

Sometimes, customs inspections can cause minor delays.
If your package is held for review, the courier (DHL or FedEx) will contact you directly for any required documents or payments.
You can also notify us so we can help coordinate with the shipping carrier.

My tracking hasn’t updated for a few days — should I be worried?

No need to panic — tracking updates may pause during international transit or customs processing.
If there’s no update after 5 business days, please contact us, and we’ll check with the shipping partner for you.

What if my order arrives damaged or missing items?

If any product is damaged or incomplete, please take clear photos or a short video of the package and item, then email them to us within 48 hours of delivery.
Our support team will help you with a replacement or refund right away.

Ordering & Payment

How can I place an order on URGPU?

Simply browse our products, add the items you want to your cart, and proceed to checkout.
You’ll be asked to fill in your shipping details and select your preferred payment method before confirming the order.

What payment methods do you accept?

  • Credit/Debit Cards (Visa, MasterCard, etc.)

  • PayPal

  • Bank Transfer (available for select regions)

Can I pay in a different currency?

Yes! Our store automatically converts prices to your local currency based on your region.
Final payment is processed in USD or EUR depending on the gateway used.

I placed an order, but I want to change or cancel it. What should I do?

If your order hasn’t shipped yet, contact us as soon as possible at support@urgpu.com or through the Contact Us page.
Once the order is shipped, changes or cancellations are no longer possible, but you may request a return after delivery.

I was charged, but didn’t receive a confirmation email. What should I do?

Sometimes payment verification can take a few minutes.
If you haven’t received an email within 30 minutes, please contact us with your payment details, and we’ll verify the transaction manually.

After sales

What should I do if my product has a problem after delivery?

If your product isn’t working as expected, please contact us immediately at [your email].
Include your order number, a short description of the issue, and if possible, a photo or video showing the problem.
Our team will review it quickly and help you with repair, replacement, or refund options depending on your warranty.

Do your products come with a warranty?

Yes.

  • Used Products: Up to 180-day warranty covering functional defects under normal use.

  • Brand-New Products: Up to 2-year warranty depending on the manufacturer.
    Please refer to the product page for specific warranty terms.

What does the warranty cover?

Our warranty covers any manufacturing or functional defects that occur under normal use.
It does not cover issues caused by:

  • Physical or accidental damage

  • Overclocking or modification

  • Water or electrical damage

  • Cosmetic wear that doesn’t affect performance

How do I return a product for repair or exchange?

Contact our support team before sending anything back.
We’ll give you return instructions and a shipping label if needed.
Always pack your item safely to prevent further damage during shipping.

Who covers the shipping cost for returns or warranty claims?

If the issue is covered by the warranty, URGPU pays the return shipping cost.
If the item is returned for non-warranty reasons (like buyer’s remorse), the customer covers shipping both ways.

Refund

What is your refund policy?
We want you to be completely satisfied with your purchase.

If your item arrives damaged, defective, or not as described, you may request a refund or replacement within 14 days of delivery.
All refund requests must include photos or a short video showing the issue for quick verification.

How do I request a refund?

Simply contact our support team at support@urgpu.com or through our Contact Us page.
Provide your order number, reason for the refund, and any supporting images or videos.
Once approved, we’ll guide you through the return process.

How long does it take to process a refund?

After we receive and inspect your returned item, refunds are processed within 5–7 business days.
Refunds are issued to the original payment method used at checkout.

Can I exchange instead of getting a refund?

Of course! If you’d prefer an exchange for another model or product, just mention it in your request.
We’ll confirm availability and process the exchange quickly once the returned item is received.

When will I see the refund in my account?

Once we issue the refund, your bank or payment provider may take 3–7 business days to post it back to your account.
We’ll send you a confirmation email as soon as the refund has been processed on our end.