If you do not receive an order confirmation email even though you have completed all the steps, please check whether the order exists in your order history in the account center. If not, please contact your account manager for further assistance.

Inventory of different warehouses is shown on the product page.

Products in stock in U.S. warehouse will be shipped from Delaware within 1 business day.

If products in your order are temporarily out of stock in U.S. warehouse, they will be prepared and shipped from Asia warehouse to you.

In addition, product inventory changes in real time. Please refer to the live inventory displayed on the product page to get up to date information of stock levels when you place an order.

If the product is sufficient in the U.S. warehouse, we can ship within 24 hours on business days.

If the product is currently out of stock in the U.S. warehouse, you can check the estimated delivery date on the product detail page.

For some custom orders, the lead time may be several weeks.

For the estimated delivery time of a specific order, please refer to the "Order Detail" Section when you checkout.

You can customize a product through the product details page or by contacting your account manager. We will do our best to meet the needs of all customers.

1. Login to ubi-net.com

2. Add the products to your shopping cart

3. Click the ''Create Quote'' tab

4. Fill in the required shipping and billing information

5. Click the "Create" tab and download the PDF

Quotes are valid for 15 days after their creation. After 15 days, the quote may need to be reworked by an account manager to reflect changes in pricing or availability.

When buying in large quantities, you can receive a discount and save even more. To get a discount either:

1. Send an email to Sales@ubinova.net for a volume discount.

2. Find "Create Quote" in shopping cart and submit your quote. You can view the quote update in your account center and make a purchase directly with the quoted price.

Check it in Quote History and confirm if there is a quoted price. If it exists, checkout the payment directly. If not, ask account manager or customer service to place an order, and a payment link will be sent to you.

Sorry that we do not offer Cash on Delivery service. Multiple payment methods are supported when you place an order at UBINOVA, including credit/debit card, PayPal, wire transfer, Net Terms, etc.

Possible reasons:

1. Country does not support. What payment methods are available mostly depends on the country in the shipping address. Some methods might not be available to buyers from a certain country.

2. Your UBINOVA account doesn't support. For example, Net Terms are available for business accounts with a line of credit established. If your account isn't Net account, Net Terms payment method won't be shown at checkout.

Please choose from the available methods at checkout to make payment.

Yes, you can change your payment method anytime before the payment is successfully paid to UBINOVA.

Payments that are yet to be completed can be found on My orders. To change your payment method go to the My Orders > Pending > select the relevant order > Pay Now > select available payment method.

Once the payment is received, you will receive an order email and you can also check the status under My orders.

If you can't check out with your credit/debit card, it may be due to transaction limits, card errors, unaccepted cards, or restrictions due to card misuse.

To find out why your card was refused in the first place, just contact your bank. They should be able to help. If the problem can't be solved in a short time, please try to pay again using a different card if you have one. Or, you can consider to change to a different payment method.

It takes more time for the payment status to be updated for some payment methods. If you have waited more than normal payment receiving timeline(e.g., normally 1~3 business days for bank transfer payment), please contact our customer service or your account manager for more information.

UBINOVA won't charge any additional fees for payments by Credit / Debit cards. If you have been billed more than your Total Payment amount at checkout, please contact your card bank to figure out the problem firstly.

If support is needed from UBINOVA, it would be more helpful if you can offer an image or receipt with the deduction amount, date, and payee.

No handling fees will be charged to establish Net terms with UBINOVA and you only need to pay the invoice before the due date if you are approved for the credit.

UBINOVA won't actively debit the amount from your account. Please kindly confirm with your family members or colleagues, maybe one of them used your account or card for the purchase.

If they didn't, kindly call your bank to froze this payment and then talk with the bank for further help.

Our system checks a random amount of orders to ensure that they were placed by an authorized user of the payment method selected. Please check your email and reply with the requested documents, we will not save your personal infomation.

UBINOVA does not store your payment details such as bank cards, credit cards or any other payment information. When you make a payment, the system will only send relevant payment information to the third-party payment platform or bank securely.

If you are experiencing error messages when making a payment, please be sure you have entered the correct details by double-checking your information. Check with your bank to ensure there are no problems with your account. After this, please contact our customer service or your account manager here and submit details and we will investigate further.

To help us resolve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

1. What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)

2. What Internet Browser you are using or if via our App (e.g. Firefox, Safari, Chrome)

3. What payment method you were trying (e.g. credit card, Paypal)

4. A description of the problem and what time the problem occurred

5. If you receive an error message, please include it in your message to us and provide us a screenshot if possible.

6. Include your order number and your email address.

UBINOVA supports various payment methods, including Paypal, credit card, bank transfer, check, Net Terms, etc. For more information, please visit Payment Methods.

After your products have been shipped, it may take 2-3 business days to deliver them to you.

However, all delivery dates specified are estimates only and are subject to change depending on a number of factors, including but not limited to, weather conditions, international customs procedures, local couriers and delivery companies, etc.

We provide different shipping methods with different shipping time and prices. If you need a product urgently, you can choose those shipping methods that can provide the earliest delivery date.

If you place an order before the logistic cut-off time and the product is in stock, you will get it the next day.

However, please note that there may be certain factors we have no control over, such as weather conditions, local couriers and delivery companies schedules which may influence the delivery date. In such cases, we hope you can understand these circumstances are out of our control and we try our best to deliver our products in the quickest time frame.

If you have any questions, feel free to Contact Us.

The main shipping methods are FedEx, UPS, DHL, and TNT.

Different destinations will be matched with the best delivery method; Regional details are included below:

USA-UBINOVA Global Shipping Program (GSP), Shipping & Delivery - UBINOVA USA

Germany-Shipping & Delivery - UBINOVA Germany

United Kingdom-Shipping & Delivery - UBINOVA United Kingdom

Australia-Shipping & Delivery - UBINOVA Australia

Singapore-Shipping & Delivery - UBINOVA Singapore

Others-//www.ubinova.net/policies/shipping_delivery.html

Certain items and order amounts qualify for free shipping. Available items will designate "free shipping" on their product description page above the "add to cart" tab. In order to take advantage of free shipping, the order total will need to exceed a certain minimum amount. For example, US orders of 79$ USD with approved items qualify for free shipping.

Different couriers and delivery speeds are available during check-out in the "Delivery Options" dropdown tab.

Blind shipping is available for request during the check out process. Please request "blind shipping" in the order notes. If your order has already been placed, please contact your account manager for help.

Yes, personal shipping accounts are able to be used for orders. During the checkout process there is a "Select Delivery Option", and “Use my own shipping account” is one of the options.

If your organization is exempt from sales tax, you can apply directly through your online account here: Tax Exemption Application. Renewals are also processed through the online account. Once approved, all purchases made to the documented exemption state(s) will be tax-free.

Yes, we do. We deliver to countries/regions worldwide.

Orders of eligible items over US$ 79 can receive free shipping with default shipping method. Orders containing heavy or oversize items are not eligible for this service. Learn more details on Shipping & Delivery page.

After you add products to shopping cart, please proceed to the checkout page and fill in the shipping address. You can see all the shipping options available for your order and the corresponding shipping cost.

As the purchase has not been completed yet, you will not be charged until you click "Confirm Order" and fill in your payment information.

For orders delivered to U.S., UBINOVA is required by state law to collect sales tax that applies to your order. If your organization is exempt from sales tax, you can submit Tax Exemption Application for tax-free shopping. Click here to read more.

UBINOVA also will bear the customs clearance for you if orders are shipped from our Asia Warehouse.

For orders delivered to Puerto Rico, no sales tax will be charged. UBINOVA also will bear the customs clearance for you if orders are shipped from our Asia Warehouse.

For orders delivered to Canada and Mexico, you need to pay the possible tariff or import fee caused by customs clearance.

Yes, we can provide FedEx Overnight Service for orders in stock in our US warehouse if you place an order by following the process below:

1. Choose a payment service whose remittance can be confirmed once you finish payment (like PayPal, Credit Card or Net Terms).

2. Place order and complete payment before the logistics cut-off time 5pm EST (Delaware Warehouse).

3. Check the product availability and choose FedEx Overnight Service (if the product is non-stock in Delaware warehouse or shows "customized", the overnight service will not be offered).

You can submit the Request sample form this link on our website and an account manager will follow up with your request.

Yes. You can see the pick up option at the checkout page if it is available for your destination. If it is, simply fill in the information and wait for the related information from our warehouse to pick it up.

The pick up option will appear under the "Delivery Options" drop down tab during check out. Pick up service is not available in all locations and may not be an option for your order.

You will need a UBINOVA order number and a valid photo ID.

Detailed pickup instructions are available on our website here: //www.ubinova.net/policies/pickup_warehouse.html.

Whether the order can be cancelled depends on order status:

1. Pending: You can click "Cancel Order" in Order Details under your online account.

2. Order Processing: Please note that most orders are automatically transmitted to our warehouse systems to process, therefore it may not always be possible to cancel your order. Please contact your account manager to assist with cancellation. Orders containing customized items or other special conditions cannot be canceled once they have entered the "processing" status.

3. In transit: In most cases, the order can't be cancelled after shipment. If it is necessary, please contact UBINOVA customer service or your account manager .

The cancellation may incur additional fees. You will be charged for any reasonable costs requested by courier and refunded the remainder if the cancellation is caused by you, otherwise, borne by UBINOVA.NET. More details about additional costs can be learnt from your account manager.

If you have not completed payment for the order, please cancel the order and place a new one with all of the required items.

If you have already paid, please contact your account manager to change items for you. You can then place a new order. Changes or modifications can be made to an order as long as it is before shipping has been processed.

The delay may result from the time required to synchronize payment confirmation between our system and the payment processor's system. We will deal with the order once remittance is confirmed.

If you need the product(s) urgently, you can choose different payment methods such as credit card or PayPal which are faster.

Please use the tracking number to track your package on the official website of the logistics company.

There are two ways to obtain the tracking number:

Email

You will receive a notification email from our warehouse once your order is on its way.

Online

You can get the tracking number in your Account Center.

You can also contact your account manager to check your order status.

You can track it conveniently in your Account Center or contact your account manager directly for a status update.

The UBINOVA address book allows you to add, edit, modify and delete addresses. You can also select a default address to make future orders easier to place during checkout.

Also, address can be modified, added, or deleted during the checkout process.

You can get the invoice for your order by contacting your account manager via email or in the Order Details page by following the process below:

1. Login to your account at UBINOVA.NET,

2. Select "My Order" on the account menu and then go to the "Orders" section.

3. Search for the order.

4. An option to Download the invoice will be available under the "Order Info" tab.

Yes, within the product warranty period, we offer a free maintenance service. If the warranty period has expired, we can still repair it for you, but we will charge a fee case-by-case. Learn more details about the Warranty Period.

You can return any eligible items that are sold on UBINOVA.NET. If you want to return or exchange a purchase, please know that the time period begins the day you receive your product.

There is a Replace&return tab on each order, you can see different return options depending on the seller, item, or reason for return.

1. Select the item you want to return, and select an option from the Reason for return menu.

2. Choose how to process your return. If applicable, select to issue a refund or replacement.

3. Select your preferred return method.

4. Print your return label and return authorization RMA form.

Tip: Each return label is assigned to a specific return. To make sure that you receive the correct refund, don't include items from multiple orders or shipments in the same box.

More information can be found here: Return Policy - UBINOVA

Some items we sell have a restocking fee(the percent will depend on products cost) if the product is defective or items can't support reselling.

Unless the product is defective or the direct result of an UBINOVA error, the customer will be responsible for the return shipping cost and customs.

You can raise a request on Return/Refund within 7 days after successful delivery or from the date you accepted the items. If delivery is unsuccessful, you need to raise a request within 30 days of order's shipping date. We will strive to reach a decision regarding your claim within 7-10 business days and you can contact your account manager for more details.

If you simply change your mind or do not need the products, you can submit a return if the item is eligible for 30-day return service.

To review your item’s return eligibility and warranty period, please check UBINOVA Products Warranty.

An RMA form is necessary for you to process the return. All items must be returned with an RMA form accordingly. RMA means "Return Merchandise Authorisation", which is provided by us after confirming your return.

Registered customers can get the RMA in the Return Review page of the account center. If you process the return offline via emails, please contact your account manager to get the RMA.

We will process the refund immediately after we have received the returned products. Usually, you will receive the refund within 3-5 business days. View more details about the Return Policy.

UBINOVA provides Spare Parts Service for you in advance to keep your network and business operating smoothly. The specific services are as follows.

1. Spare Parts Service Description: This is a service that entitles a customer to receive advance replacement of hardware after UBINOVA deems a spare part is necessary and a Return Material Authorization (RMA) number is generated. The replacement equipment may be new or equivalent to new in performance and reliability.

2. Customer Responsibilities: To enable UBINOVA to provide the best possible support and service, the customer will be required to return spare parts to UBINOVA within 15 days upon receipt of the replaced or repaired product, and will be responsible for parts damaged or lost during transit. In the event the equipment is not returned within this period or the returned equipment does not meet UBINOVA acceptance criteria, UBINOVA reserves the right to charge you the list price of the spare parts provided at that time.

3. Application Method: You can send a request to your account manager via email and they will help you with the spare parts you need.

You can submit a new technical support case or view your existing cases at any time.

Note: You must be signed in to submit a new support case or to view an existing support case.

All of the products UBINOVA offers are universally compatible, and each item is tested fully before it is packaged.

For transceiver compatibility, you can visit our Test Assured Program to see how we perform a compatibility test.

If you have any other questions, you can ask them in My Supoort for help and assistance.

It is a misconception that using third party transceivers will void your switch warranty. The truth is that they do not. And most importantly, it is against the law for the OEM to say yes. The Magnuson-Moss Federal Trade Commission Act protects consumers from this mistake! Under this act consumer warranties can not include tie-in sales. In other words, manufacturers can not force you to buy their transceivers to keep your warranty valid.

Absolutely. As a well-known manufacturer and supplier of fiber optic products, many of our products are not listed on the website. Contact our customer service team or your dedicated account manager. They can help you place an order for the product you need.

The UBINOVA Technical Support is staffed by a team of networking professionals dedicated to providing outstanding support such as customized scenario designs, product recommendations, test services, or remote demo support. Support is also able to help navigate and guide customers through technical documents. For further assistance, please fill out your request here: UBINOVA Technical team.

UBINOVA delivers high-value products, solutions and services to achieve your objectives. You can click Request Technical Support to ask for help or enter your account center and describe the specific problem in my case to seek technical expert assistance.

Please provide any of the following information:

1. UBINOVA order number (if the question is related to any specific order).

2. RMA number (if the question is about an approved after-sale request).

3. E-mail address associated with your UBINOVA account.

4. Product(s) ID or description of item(s).

If you wish to change your password, please follow the directions below.

1. Click the My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password.

2. Please select "Password" in the Account Setting page.

3. Enter in your new password and click Update Password.

If you forget your password, you can click here to reset the password.

If your password and email address are correct, please check the internet connection, enable cookies, enable javascript, and refresh the page. Then please try to sign in again.

If you are still unable to sign in, please contact UBINOVA Customer Service Team.

Contact information can be updated under your UBINOVA account's "Manage Profile". You can also edit contact, shipping, and billing information during the checkout process.

If you are not receiving emails from UBINOVA, please contact Customer Support.

UBINOVA has several warehouses around the world and orders will be automatically ship from the most convenient warehouse. Several address can be saved in the customer address book under one account.

For the corporate discount, it will be better to contact your account manager.

You can unsubscribe from UBINOVA email updates at any time. After logging into your online UBINOVA account, select Manage Profile-Subscription to choose the emails you would like to receive.

If you wish to change the email you used to register, please follow the directions below.

1. Click the My Account button located to the right of the Search bar. If you are not signed in, you will need to enter your ID and password.

2. Please select "Email Address" in the Account Setting page.

3. You will be asked to sign in again after changing email successfully.

Even though you update the registered email address, the previous order history will still be reserved if you sign in with the new address.

My Support is convenient to use when you have general questions about UBINOVA that are not so urgent. Here you can ask questions regarding your account, orders, after-sale service, technical support, customized products, etc. We will ensure to respond in the quickest time. Once your query is answered, you can check all the details relating to it in the account center and also put forward any further questions you may have.

Customer Sales Support/Technical Support hours of operation:

The United States (ET) 08:00–20:00 Monday–Friday; 10:00-19:00 Saturday-Sunday

Singapore (GMT+8) 08:30–17:30 Monday–Friday

Australia (GMT+11) 09:00–17:30 Monday–Friday

The United Kingdom (GMT) 08:30–17:30 Monday–Friday

Germany(GMT+1) 08:30–17:30 Monday–Friday

Yes. Your personal information is stored safely behind our firewall.

UBINOVA will never reveal your account information to any third party. It is recommended that you use a more complicated password when setting the account password, and avoid sharing password information across sites to protect your account security.

UBINOVA provides test services covering compatibility test, performance test, reliability test, and scenario test.

UBINOVA provides standardized process services, and the test process is divided into the following basic steps:

1.Requirements Gathering

2.Customized Test Plan

3.Test Implementation

4.Result Delivery

If the test service method you select is Demo, a remote test time will be scheduled simultaneously after your requirement is accepted. If the test service method you select is Test Report, you will get a professional test report for your verification after the test is complete.

We will evaluate to determine whether the test can be supported according to your actual testing needs. Generally, the tests for transceiver's compatibility, performance, reliability and connectivity are all supported.

Note:

1. UBINOVA will not be responsible for any malfunctions or problems of the product not caused by UBINOVA during the testing process.

2. Before shipping the products to UBINOVA, you will be informed of the procedures and precautions. Please follow the relevant operating instructions strictly.

Yes, you can choose UBINOVAOS and version for testing according to your actual needs. For other operating systems or customizations, the requirements will be evaluated to determine if testing can be supported, so you are advised to provide details of your requirements when submitting the test request.

There is no limit for the number of devices that you can select when running a test. You can choose the number of devices based on your specific testing needs.

There is no limit for the number of times you may apply for a test. You can initiate a test request according to your actual needs.

You can check the test state in "My Account-Creat a Ticket".

Once we confirm the acceptance of test requirements, we will provide timely feedback on the preceding test duration. In most cases, simple test such as compatibility test takes about 0.5~1 business day; complex tests such as scenario test, performance test, reliability test may take a longer time.

The test result will be presented in PDF format and you can check the test report within 1~2 business days after the test is complete.

You can view or download the test report in "My Account-Creat a Ticket".

Yes. UBINOVA technicians will analyze and evaluate the cause of the specific problem and provide a viable solution accordingly.