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Standard 2 Year Warranty Included on every order -

Available only on the Ubiquiti Webstore

+ Free Express Shipping to All European Customers for Orders Over 120 € (VAT excl.)

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Frequently Asked Questions

Email Support

Support Email

hello@yellow.com

Phone Support

Support Phone

+1-927-234-424

Here you can find answers to commonly asked questions regarding our order processing, the Ubiquiti Store, and other related topics.

GENERAL

We offer a wide array of technology designed for home, business, and ISP applications so we're known for many things, but our global team is uniformly driven to produce next-generation IT solutions that are powerful, cutting-edge, and most importantly, simple to use. We believe that true technical quality lies in the user's experience, not within a list of specs, which is why we are dedicated to providing high-quality, feature-rich hardware and software that benefits every type of user.

Certain products we offer are in such high demand that we have to apply a purchase limit on them. That limit is applied to each UI account to ensure that every customer has an equal opportunity to purchase what they want. Creating a UI account also makes your buying experience more convenient by allowing you to:

 • Easily follow up your purchase
• Review and reorder your past purchases
• Store shipping and billing information to save time making future purchases
• Sign up for our Early Access Program and be among the first to try our new products

Our Terms and Conditions can be found here. 

SHIPPING

We currently ship to these countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Greece, Denmark, Estonia, Finland, France, Germany, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

Unfortunately, once an order is placed, you cannot change its delivery address. However, once you receive your confirmation email with your shipment's tracking number, you can try contacting UPS to see if they can update the address. If you need to change your order's contact information, reach out to us at eu.store@ui.com and provide your order number. 

Once your order is shipped, you will receive a confirmation email with a linked tracking number. Click the link to track your order. Sometimes, multi-item shipments will be fulfilled across multiple warehouses and more than one tracking number will be generated. If so, all applicable tracking numbers will be included in your confirmation email.

All of our products are shipped from our warehouse in the Netherlands.

UPS facilitates all of our EU deliveries. DHL is our courier for all shipments outside of the EU.

All orders over 120 EUR (VAT excluded) are eligible for free express delivery. Most qualifying orders are delivered in 1-2 business days, but that timeframe may change depending on your location. Orders under 120 EUR (VAT excluded) are shipped with UPS Standard delivery, which may take 1-5 business days depending on your location. Once your order is shipped, you will receive a confirmation email with a linked tracking number that will allow you to follow your order while it's in transit.

Shipping costs within EU:
• For orders over 120 EUR, we provide free shipping.
• For orders between 70-120 EUR (VAT excluded), shipping is 7 EUR.
• For orders under 70 EUR (VAT excluded), shipping is 12 EUR.

Shipping costs outside of EU:
• For orders over 120 EUR, we provide free shipping.
• For orders under 120 EUR (VAT excluded), shipping is 12 EUR.

REFUND AND WARRANTY

You will receive a confirmation email once we have received your returned item and processed the refund for it. This process may take up to 7 business days to complete, depending on how long it takes return items to be delivered to our warehouse.

Currently, products cannot be exchanged. You will need to return wrongfully purchased item(s) then place a new order. See What is your refund policy? to learn more about our return process, or review our Terms and Conditions. 

All products purchased in an official Ubiquiti Store are protected by a two-year warranty. To check a device's warranty status, please visit our RMA Portal and provide the device's MAC ID. You can also review our full warranty terms here. 

You can review the full terms of our refund policy here, but these are the key points:

• You can request a refund for a product up to 14 days after its been delivered.
• Refunds are requested by submitting this form or contacting us directly at eu.store@ui.com.
• Products must be returned to Ubiquiti within 14 days of their refund request's submission.
• You are responsible for the initial cost of shipping returned product(s) back to Ubiquiti.
• Damaged products or those with missing accessories will not be refunded.

To request a refund, submit
this form or contact us at eu.store@ui.com.

Refunds are processed shortly after our warehouse receives the returned item, and funds are usually dispersed within 7 days of that. You will receive a confirmation email when your refund has been processed. Please note that, while unlikely, refunds can also be subject to unforeseen delays caused by your banking institution or card issuer.

Register your device in our RMA Portal so our team can review your issue and determine if a replacement should be shipped to you.

PAYMENTS AND INVOICES

Click the download link in the confirmation message you receive after placing your order. If you do not receive a confirmation message, or it does not include a download link, please let us know at eu.store@ui.com

Check your bank account to see if the order amount has been debited. If so, you can confirm the order's status at eu.store@ui.com. If not, the order did not go through and you can try submitting it again.

We accept the following payment methods:
• Visa
• Mastercard
• American Express

Yes, you can enter your company's name and VAT ID. Please ensure that you enter the correct VAT ID since we cannot retroactively change your invoice or refund incorrectly assessed VAT. You may be subject to certain fees based on your company's location and order. Please review them below:

•EU (excluding the Netherlands): No B2B orders are charged VAT.
•Netherlands: All customers are charged VAT.
•UK: All business-to-customer (B2C) orders and business-to-business (B2B) orders under 135 GBP are charged VAT.
•Other countries outside of the EU: We will not charge VAT, but the courier will upon import. They will also assess a customs fee.

VAT rates and other indirect taxes, such as duties, are determined by their respective countries. UI Europe will usually collect VAT based on these self-determined rates, but in some instances, VAT is not collected in certain countries and the customer is required to pay their own VAT, GST, or other indirect taxes. For example, VAT is currently not being collected in the Channel Island countries since shipments to them are considered exports outside of the EU.

If you feel you've been overcharged or incorrectly charged for VATs, please contact us at eu.store@ui.com.

Please note that if UI Europe collects VAT for your country of residence, it will be applied to your order during checkout. We recommend consulting a local tax professional to determine your indirect tax liability since UI Europe cannot administer indirect taxation and doesn't assume responsibility for any unpaid taxes.
 

ORDERS

Unfortunately, orders cannot be changed once they are placed. You will have to cancel it and make a new one.

Yes, you can cancel any order that has not shipped. To do so, contact us at eu.store@ui.com. If the order has already shipped, you will have to wait for it to be delivered then request a refund.

• Confirmed: We're preparing to ship your order.
On the Way: Your order has been transferred from our warehouse to our delivery partner. Once this happens, you will receive a confirmation email with your shipment's tracking number(s).
Out for Delivery: Your order is on it's way to you. If you click on the linked tracking number in your confirmation email, you can receive real-time updates from our delivery partner about its progress and projected delivery date.
Delivered: Your order has been delivered. If you see this status but have not received your order, please contact us at eu.store@ui.com.
Refunded: We have received your returned item(s) and a refund for them has been processed. Please allow up to 7 business days for funds to reach your account.

PRODUCTS

Depending on the products you purchase, you may need a UniFi OS Console, switch, or application to adopt and manage them. Equipment and application requirements will be listed in quick-start materials enclosed in product packaging, but for your reference, here are some commonly required UniFi applications and their specific use cases:

UID Manager - A mobile app that allows UID administrators to manage user access to connected networks and other in-app services.

• UI Verify - Gives your UID account an additional layer of security by requiring two-factor authentication (2FA) of each login attempt.
Download from the
Google Play or Apple Store.

• UniFi Protect - Enjoy free, remote access to live and recorded video captured by your UniFi Protect cameras.
Download from the
Google Play or Apple Store.

• UniFi WiFiMan - Optimize your wireless performance with real time data channel monitoring and modification tools.
Download from the
Google Play or Apple Store.

• UniFi Network - Host, configure, and monitor all of your network's devices with this mobile app.
Download from the
Google Play or Apple Store.

• UISP Mobile (previously UNMS) - A single-point adoption and management tool for Ubiquiti’s ISP products.
Download from the
Google Play or Apple Store. 

We recommend reviewing the product's datasheet or manual first, but if you're unable to find the information you need, you can visit our Help Center, UI Community forum, or contact one of our technical agents via email or live chat in our support portal. 

Ubiquiti's product lines include: UniFi, AmpliFi, EdgeMax, UISP, AirMax, AirFiber, GigaBeam, and UFiber. These product families include solutions that serve a variety of users including, but not limited to, casual users, smarthome enthusiasts, wireless ISPs, IT professionals, and business owners.

Your ideal amount of equipment will depend entirely on your deployment's size and application. We encourage you to visit our UniFi Design Center to project how the deployment you have in mind will fit your specific floor plan. If you're trying to figure out which airFiber or airMax products are right for you, we recommend using our Ubiquiti Airlink Wireless Link Planner. 

A product's datasheet or manual can be found in the Instructions and Manuals section of their respective Ubiquiti Store page.

AmpliFi is a product line comprised of powerful home routers that utilize advanced antenna and WiFi technology (AmpliFi HD: 802.11ac / AmpliFi Alien: 802.11ax) to provide broad, consistent wireless coverage throughout any residence.

UniFi is a comprehensive network creation suite comprised of various products, including host consoles, switches, security cameras, access points, VoIP phones, and the applications used to adopt and manage them within a UniFi deployment.

PRODUCT AVAILABILITY

If possible, we recommend looking for similar products that are in stock. When a product is out of stock, we will display a pop-up window suggesting alternatives that have similar specifications and functionality as the out-of-stock product. We follow our inventory closely and aim to restock unavailable products as soon as possible. If you would like to inquire about when a specific product will be restocked, please contact us at eu.store@ui.com

Since restock times can range from a few days to several weeks, we do not allow customers to prepay for out-of-stock items. We recommend either looking for similar products in the Ubiqiuti Store, if possible, or contacting us at eu.store@ui.com to inquire about expected restock dates for specific items.

Order limits are typically placed on new, high-demand products to ensure that more customers have the opportunity to purchase them. Since these items often sell out within just a few minutes of when they are made available, demand often outpaces supply. Order limits allow us to counteract these scenarios, but as supply and demand become more balanced over time, we will lift these limitations.

Our sales team is constantly working to make every Ubiquiti product available to our European customers. Unfortunately, due to various logistical considerations, we cannot project when currently unavailable products will become available in the EU Store. However, if you would like updates about specific product(s), please contact us at eu.store@ui.com. 

APPLICATION AND SYSTEM

All Ubiquiti apps and software are free to use, including:

UniFi Design Center - Plan and test the viability of your UniFi deployment by uploading your floor plan and arranging your desired equipment and connections.

Ubiquiti Airlink Wireless Link Planner - A link simulation tool that helps you select your ideal airFiber or airMax products.

• UID Manager - A mobile app that allows UID administrators to manage user access to connected networks and other in-app services.
Download from the
Google Play or Apple Store.

• UI Verify - Gives your UID account an additional layer of security by requiring two-factor authentication (2FA) of each login attempt.
Download from the
Google Play or Apple Store.

• UniFi Protect - Enjoy free, remote access to live and recorded video captured by your UniFi Protect cameras.
Download from the
Google Play or Apple Store. 

UniFi WiFiMan - Optimize y our wireless performance with real time data channel monitoring and modification tools.

• UniFi Network - Host, configure, and monitor all of your network's devices with this mobile app.
Download from the
Google Play or Apple Store.

• UISP Mobile (previously UNMS) - A single-point adoption and management tool for Ubiquiti’s ISP products.
Download from
Google Play or Apple Store.

POWER CORD

Some of our products are labeled as UK versions because they are compatible with UK/Ireland/Cyprus power outlet standards. If you live in one of these countries, please select the UK version before checking out. If your delivery address is located in one of these countries, we will automatically include a Type-G power cord if one is produced for the product. Unfortunately, there are a small number of products that do not have a UK version or a Type-G power cord, but we will clearly state this on all applicable product pages. If you still need to purchase products within this category, we recommend also purchasing a third-party adapter.

BACK IN STOCK NOTIFICATION

To receive product restock notifications:

1. Create or log in to your UI SSO account.
2. Go to the product page
3. Check the box that reads Email me when this product is available.

If you request restock notifications for a specific product, we'll send a message to your UI SSO account email address when the product becomes available.

Restock notifications for high-demand products are sent to customers based on how early they request them. If you don't get an email, it's likely because we only received enough product for those that requested notification before you. No worries, though! You'll keep your place in our queue, so if you aren't notified of an initial restock, check your email periodically for updates about subsequent ones.

Thank you for your patience and understanding! This queue system helps us ensure that every customer has an equal opportunity at purchasing the Ubiquiti products they need.

If you can’t find the answer you’re looking for, please consult our UI Community forum, Support Center, or contact us directly at eu.store@ui.com.