Frequently Asked Questions
What is The Ultra Gear?
The Ultra Gear is a UK-based online store specialising in rugged smartwatches designed for work, fitness, and everyday adventure. We focus on durable designs, practical features, and reliable customer support.
Do you offer free shipping?
Yes. We offer free standard shipping on all orders with no hidden fees or additional shipping charges at checkout.
How long does delivery take?
Orders are typically processed within 1 business day.
Order Cut-Off Time: 14:00, Monday to Saturday (London Time)
Orders placed before the daily cut-off time are typically processed the same business day. Orders placed after the cut-off time are processed on the next business day. Orders are not processed or dispatched on Sundays or public holidays.
Estimated Transit Time
United Kingdom: 3 - 4 business days after dispatch.
Total Estimated Delivery Time
United Kingdom: 4 - 5 business days, including processing time.
Delivery times may vary slightly due to courier operations, weather conditions, seasonal demand, or other circumstances beyond our control.
Once your order has been dispatched, tracking information will be sent to your email address.
Do you ship internationally?
At this time, we only ship within the United Kingdom.
What is your return policy?
We offer a 30-day return period from the date your order is delivered.
To be eligible for a return, items must be unused, in their original condition, and returned with the original packaging, accessories, and included materials.
For hygiene and product integrity reasons, returned items must not show signs of excessive wear, damage, misuse, or alteration.
To request a return, please contact our support team with your order number and reason for the request.
Do you offer exchanges?
Yes. Exchanges are available subject to stock availability.
Please contact our support team with your order number and details of the item you would like to exchange, and we will advise you on the available options.
How long do refunds take?
Once a returned item has been received and inspected, approved refunds are processed within 5 - 7 business days.
Depending on your payment provider, additional processing time may be required before the funds appear in your account.
What payment methods do you accept?
We currently accept:
- Major credit and debit cards
- Apple Pay
- Google Pay
- PayPal
All payments are processed securely using encrypted payment systems.
Is my personal and payment information secure?
Yes. Protecting your privacy and payment information is important to us.
All transactions are protected using SSL encryption technology and are processed through secure third-party payment providers. We do not store full payment card details on our servers.
What should I do if my order hasn't arrived?
Please first check the tracking information included in your shipping confirmation email.
If your order has not arrived within the estimated delivery timeframe, please contact us and our team will investigate the matter and assist you as quickly as possible.
What if I receive a damaged, defective, or incorrect item?
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery and provide your order number along with clear photographs of the issue.
We will review the matter promptly and arrange a replacement or refund where appropriate.
Can I update or cancel my order?
Orders may be cancelled within 24 hours of purchase, provided they have not already been processed or dispatched.
If you need to update or cancel an order, please contact us as soon as possible and we will do our best to assist.
Are your smartwatches medical devices?
No. Our smartwatches are consumer electronic devices designed for fitness, activity, and general wellness tracking.
Any health-related information provided by the device is for informational purposes only and should not be relied upon for medical diagnosis, treatment, or prevention of disease.
Still Need Help?
Our support team is happy to assist with any questions before or after your purchase.
Email: support@theultragear.com
Phone: +44 7916 692188
Address:
6 Princes Street
Mayfair
London W1B 2LG
United Kingdom
Customer Service Hours:
Monday to Saturday: 09:00 - 17:00 (London Time)
Sunday: 09:00 - 15:00 (London Time)
Average response time: within 24 hours