You have a question?

No problem: Here you will find the answers to the most frequently asked questions

Contact

If our FAQs cannot answer all of your questions, feel free to reach out to our Customer Service. We are always happy to help you!

Contact us!

Complaints and returns

We are sorry to hear that! But you can, of course, send a received order back to us within 14 days. For this purpose, fill in the return form in our web shop. You will then receive your free DHL return label.
We place the highest value on quality and a proper condition of our products. Should you still have received a damaged product, we are very sorry and will, of course, repair this damage immediately. Please contact our Complaints Department via ticket@ultimateguard.com and send us a photo of the defective product. Our team will get back to you as soon as possible!
If you want to cancel your already received order, you can apply for a free return using our return form. Please use only our form for creating your return label. Self-paid return shipping costs cannot be refunded by us.
Of course, you have the right to cancel your order. If you do not like the ordered item, you can cancel it within the deadline from the receipt of the item through a clear declaration. The cancellation needs no justification or no binding form and can take place verbally, in text form or via the cancellation form.

Shipping

Of course! Simply enter the address of your Packstation as delivery address. We will take care of the rest!
No need to worry! In this case, please contact our Customer Service immediately. We will leave no stone unturned to make sure that you receive your order.
If you receive your order with apparent transport damage, please raise a complaint with the delivery agent of the shipment as soon as possible; if possible, take photos of the transport damage and contact us. We will support you in finding a quick solution.
The delivery period of your order will depend on the availability of the product as well as the selected shipping country. Unless a different delivery period is specified, it will usually be two working days. The expected delivery period will also be notified to you before you complete your order. We will naturally inform you immediately about delays in delivery. You can also track the status of your order at any time in your customer account.
You can check the status of your order at any time in your customer account. There, you can also see whether your package has already been shipped and will also find your package tracking. We keep you informed! In case of open questions, our Customer Service is always happy to help you.
The costs for a package in standard shipping are € 5.00 (DE/AT) or € 9.90 (Rest of EU). The shipping costs can however vary depending on the order size. You order will be shipped free of charge above an order value of € 50.00. The shipping costs for your order will also be indicated directly in your order overview.

Payment methods

Our web shop is currently working with PayPal PLUS as payment partner. PayPal PLUS means that you can pay with the four most popular payment modes PayPal, direct debit, credit card and purchase on account – even without a PayPal account!

Availability

We always try to have all our products in stock. If an article is currently not available, but will be reproduced, you can subscribe to our reminder list. We will send you an update once the product is available again. Restock is on its way!
If a product or a certain colour of a product is no longer displayed in the shop, it has been removed from our assortment and is no longer produced. But we are sure that you will find a suitable alternative in our assortment.
If you have a delivery address in the European Union, you can order from our online shop. We currently do not deliver to countries outside the EU.

Security

We want to give you the best and safest shopping experience. Your data is in safe hands with us; it will be handled strictly according to the GDPR and will be used only for order processing. More information can be found in our data protection guidelines.

Customization

Currently, we do not offer personalised products for private customers.