Shipping policy

SHIPPING INFORMATION

Where do we ship from?

EU Customers: Smartphones, rugged phones, smart tablets, and rugged tablets are shipped from our Germany warehouse. Most smartwatches are also shipped from Germany, with a few from Hong Kong/China. Accessories and spare parts are shipped from Hong Kong/China. The specific location will be shown at checkout.

US Customers: Smartphones, rugged phones, smart tablets, and rugged tablets are shipped from our US warehouse. Most smartwatches are also shipped from the US, with a few from Hong Kong/China. Accessories and spare parts are shipped from Hong Kong/China. The specific location will be shown at checkout.

UK Customers: Smartphones, rugged phones, smart tablets, and rugged tablets are shipped from our UK warehouse. Most smartwatches are also shipped from the UK, with a few from Hong Kong/China. Accessories and spare parts are shipped from Hong Kong/China. The specific location will be shown at checkout.

Australian and New Zealand Customers: All products are shipped from our Hong Kong/China warehouse. The specific location will be shown at checkout.

Hongkong and Singapore Customers: All products are shipped from our Hongkong/China warehouse. The specific location will be shown at checkout.

Japanese Customers: Smartphones, rugged phones, smart tablets, and rugged tablets are shipped from our Hong Kong/China warehouse or Amazon JP FBA warehouse. Accessories and spare parts are shipped from Hong Kong/China. The specific location will be shown at checkout.

Processing Time

Generally, orders are shipped within 1-2 business days of order confirmation/payment. Orders made on the weekends might experience a delay. The processing time for pre-sale items is based on the information provided on the purchase page.

Total Delivery Time = Processing Time + Shipping Time(depending on your location) 

NOTICE:

You can find your estimated delivery time on our product page before ordering and on our shipment checking page https://oukitel.com/apps/track123 after ordering. 

If you fail to complete your order because your country's address/purchases are not allowed on our site, please contact our customer service at email contact@oukitel.com for assistance.

Shipping FAQs

Customs & VAT Fees


In rare cases, orders may incur customs and VAT fees charged by your government, not our site.

It is the buyer's responsibility to handle customs clearance for the purchased items. Failure to arrange for customs clearance may result in the package being destroyed, and in such cases, the responsibility lies with the buyer.

Please note that customers from Canada may be required to pay customs fees, whether we ship from Hong Kong/China or the US.

Please note that customers in Brazil may be required to pay customs fees of up to 60%.

Address Accuracy

Customers are responsible for providing accurate shipping addresses. Oukitel verifies all addresses before dispatch. Should you enter an incorrect address, please contact us within 2 hours of your order confirmation at contact@oukitel.com. We will do our best to update your details before your order ships.

Undeliverable Packages

Occasionally, orders are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will contact you to make arrangements for reshipment. Reshipment will be at the customer's expense. If reshipment is not feasible, we will issue a refund minus the original shipping and handling fees.

Interception Fees

If a shipment needs to be redirected due to an incorrect address provided by the customer, the customer will be responsible for any interception fees charged by the shipping carrier.

How can I track my order? 

You can track your package at here: https://oukitel.com/apps/track123

Please note that the tracking information will be displayed 1-3 business days after you receiving the notification e-mail. Please contact us contact@oukitel.com if you have any questions with your tracking number.

Why I can’t track my order?


Please note that tracking information will be displayed 3-5 business days after you place your order. For shipments from Hong Kong/China, it may take up to 7 days. If a tracking number is not searchable after this period, there are several possible causes:

• The shipping company has not yet updated the most recent delivery information on their website.
• The tracking code is incorrect.
• The parcel was delivered a long time ago and the shipping company has removed it from the tracking code history.

We suggest you contact our Customer Service at contact@oukitel.com in these situations, and we will provide you with new information. We will contact the delivery company on your behalf, and you will be informed once there is further information.

If your package is shipped from Hong Kong/China, please note that international shipping takes time, usually about 8-15 days. It may not show any updates online, but your package is still on the move. Please be patient and track your package again a few days later.

The courier tried to deliver, but I wasn't at home. What should I do?

Please contact the courier. Usually, they will attempt to re-deliver your package on the next working day. However, sometimes they may ask you to pick up your package at their office.

The tracking site says Delivered but I haven’t received my order yet.


Please note that we provide a tracking number to each customer. It is the customer's responsibility to track their orders. Kindly contact your local post office if the parcel has arrived in your country. Please contact our Customer Service at contact@oukitel.com for further assistance. We are not responsible for any stolen packages.

Delivery


Your order may be delivered to you by either the local post office or a local courier. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

MILITARY MAIL

We do NOT ship to military addresses.