Buying – Shipping & Delivery

Registration, Titles, and Certificates

Q1: Can objects be shipped abroad on ULTIMZ?

A: Yes, objects on ULTIMZ can generally be shipped abroad under international rules and regulations. Here are some important details to consider when it comes to shipping objects internationally:

1. Compliance with Regulations: ULTIMZ follows international rules and regulations regarding the export and import of objects. Sellers are required to offer objects for which trade is permitted, and both the seller’s and buyer’s countries must have regulations that allow for the export and import of the object.
2. Supported Countries: While ULTIMZ supports international shipping, it’s essential to note that not all countries are supported for buying. Some sellers may not be able to ship to certain territories, even if shipping costs for “Anywhere else” are listed. You can check the list of supported countries on ULTIMZ to see where you can place bids from.
3. Shipping Costs: International shipping can be expensive, so it’s advisable to review shipping rates before placing a bid. You can find a list of shipping costs under the ‘Shipping’ tab on each object’s page.
4. Customs Duties and Taxes: When buying internationally, be aware that the imported object may be subject to customs duties, value-added tax (VAT), excise duties, import levies, and clearing charges in the country of import. It’s recommended to check with your local customs authorities to understand the specific duties and taxes that may apply to your purchase.
5. Seller’s Country: If you want to know where the object will be shipped from, you can find the country of the seller displayed above the seller’s username on the object’s page.

Shipping objects internationally can be a convenient way to access a wider range of items, but it’s essential to be aware of customs regulations, shipping costs, and any potential duties or taxes associated with your purchase.

Q2: If I buy a vehicle on ULTIMZ, do I need the original vehicle papers?

A: In most cases, yes, you will need the original vehicle papers when buying a vehicle on ULTIMZ. Here are some important considerations:

1. Original Papers Mentioned in Description: If the original papers of the vehicle are mentioned in the item’s description by the seller, they should be provided along with the vehicle.
2. De-Registration Process: After the seller has de-registered the vehicle, they will typically receive new papers indicating that the vehicle is no longer in the national registry of their country. These papers are important for transferring ownership and registering the vehicle in another country.
3. Importation and Registration: In some countries, the seller can only complete the de-registration procedure once the vehicle has been exported. You will need these de-registration papers to register the vehicle in your country.
4. Local Regulations: Vehicle registration and documentation requirements can vary from one country to another. Therefore, it’s essential to check the specific requirements within your country for importing and registering a vehicle purchased from abroad.
5. Alternative Documentation: In cases where the vehicle does not have its original papers, it may still be possible to request new documents and later obtain new registration and number plates through local clubs and associations. These organizations can guide you through the process.

Keep in mind that vehicle registration and documentation laws are country-specific, so it’s crucial to research and adhere to the requirements in your own country when importing and registering a vehicle purchased on ULTIMZ.

Q3: The car I bought comes with a US title. Can I register it in my country?

A: If you have purchased a car on ULTIMZ, and it comes with a US title, you can typically register it in your country. Here are the general steps to follow:

1. Contact Local Licensing Agency: Begin by contacting your local licensing or vehicle registration agency in your country. They will provide you with guidance on the specific steps and requirements for registering an imported vehicle.
2. Required Documentation: You will likely need to provide the following documentation:
   • The US title of the vehicle.
   • Proof of ownership, which can include your invoice or sale contract.
   • Customs documents, which may be required to verify that VAT and other taxes have been paid correctly.
   • Other documents and information as requested by your local authorities.
3. Inspections and Tests: Some countries may require imported vehicles to undergo inspections or road-worthiness tests before registration. Be prepared for any additional requirements specific to your country.
4. VAT and Tax Compliance: Local authorities will often check whether VAT and other taxes have been paid correctly on the imported vehicle.

It’s essential to work closely with your local licensing agency and follow their guidance throughout the registration process. Each country may have unique requirements and procedures for registering imported vehicles, so staying informed and compliant with local regulations is crucial.

Q4: Why does the car I bought have no license plates?

A: When a car you purchased does not have license plates, it’s because the vehicle number plates are specific to the country’s vehicle registry where they were issued. Here’s why license plates may be missing:

1. Country of Origin: The license plates uniquely identify the vehicle or its owner within the country’s vehicle registry. When a car is sold or moves to another country, the relevant government department of the country where the plates were issued typically keeps the plates.
2. Re-Issuing License Plates: The government department of the country where the car is being imported to can re-issue license plates when the car is re-registered. These new plates will be specific to the vehicle’s new location and registration.
3. Changing Ownership: When a car changes ownership or is exported, the old license plates are usually removed and returned to the issuing authority.
4. Local Registration: The car will need to undergo a registration process in the new country, which includes obtaining new license plates that comply with the local regulations and standards.

The absence of license plates on the car you purchased is a normal part of the process when a vehicle is being imported or moved to a new country. You should follow the local registration procedures and obtain the necessary license plates in accordance with your country’s regulations.

Q5: Can I get a certificate of authenticity for an item I purchase on ULTIMZ?

A: While ULTIMZ aims to provide a marketplace for high-quality and authentic items, the availability of certificates of authenticity may vary depending on the seller and the specific item being sold. Here’s what you need to know:

1. Seller Descriptions: Sellers on ULTIMZ often provide detailed descriptions of their items, including information about their authenticity, provenance, and any available certificates. It’s essential to carefully read the item’s description and check if a certificate of authenticity is mentioned.
2. Contact the Seller: If you’re interested in obtaining a certificate of authenticity for an item, you can contact the seller directly through ULTIMZ’s messaging system. Ask the seller if they can provide a certificate or any additional documentation to verify the authenticity of the item.
3. Expert Verification: Some sellers may work with experts or specialists who can verify the authenticity of certain items. If this is the case, the seller may be able to provide you with expert verification along with the item.
4. Third-Party Certificates: In some cases, items listed on ULTIMZ may come with third-party certificates of authenticity. These certificates are issued by recognized authentication organizations and can provide additional confidence in the item’s authenticity.
5. Ask Questions: Don’t hesitate to ask questions and seek clarification from the seller regarding the authenticity of the item. Reputable sellers are usually willing to provide information and documentation to support the authenticity of their items.

It’s important to exercise due diligence when purchasing valuable or collectible items. If the authenticity of an item is a significant concern for you, communicate with the seller to gather as much information as possible and request any available documentation or certificates of authenticity.

Q6: Can I return an item if it turns out to be a replica or counterfeit?

A: ULTIMZ encourages sellers to provide accurate descriptions and authentic items, but in the event that you receive an item that you believe is a replica or counterfeit, you may be eligible for a return or refund. Here are the general steps to take:

1. Contact the Seller: Start by contacting the seller directly through ULTIMZ’s messaging system. Express your concerns and provide clear evidence if possible, explaining why you believe the item is not as described or is a replica.
2. Review Seller Policies: Review the seller’s return and refund policies, which should be outlined in their item description and shop policies. Sellers may have specific procedures and timeframes for returns and refunds.
3. Request a Return: If the seller agrees to a return, follow their instructions for initiating a return. This may include returning the item in its original condition and packaging.
4. Resolution with the Seller: Work with the seller to reach a resolution. This could involve returning the item for a refund or exchange, depending on the seller’s policies and your preferences.
5. Dispute Resolution: If you are unable to reach a satisfactory resolution with the seller, ULTIMZ offers a dispute resolution process that can assist in resolving the issue.
6. Document Everything: Throughout the process, document all communication with the seller, including messages and photos of the item in question. This documentation can be useful in the event that you need to escalate the issue.

It’s important to act promptly and communicate openly with the seller to address any concerns about the authenticity of an item. ULTIMZ strives to provide a secure and trustworthy marketplace, and both buyers and sellers have a shared interest in ensuring that transactions are conducted fairly and accurately.

Customs & Fees

Q1: Do I have to pay customs fees?

A: Whether you need to pay customs fees when purchasing an item on ULTIMZ depends on various factors, including your location, the location of the seller, and the import regulations of your country. Here’s an overview:

I live in an EU country, but the object is coming from outside the EU: If you are based within an EU country and purchase an object shipped from within the EU, you typically do not need to pay customs duties and import taxes. However, if the object is shipped from outside the EU, it may be subject to customs duties, import taxes, and fees based on your country as the buyer. These charges are usually levied when the object arrives in your country. ULTIMZ has no control over these fees, and they must be paid by the buyer.

I live outside of the EU: If you reside outside of the EU, your shipments are likely to be subject to customs duties, import taxes, and fees, which are governed by your country’s customs department. ULTIMZ does not influence these fees.

General Information: Sellers on ULTIMZ are not responsible for any additional customs charges or fees once their package has left their country. If you are unfamiliar with customs fees and charges, it’s advisable to contact your local postal or customs office for more information.

It’s important to note that you cannot receive your object until customs charges are paid. If customs fees are not paid, your object may be returned to the seller. If the seller agrees to ship the object back to you, you will need to pay the customs charges and return shipping costs. Cancellation requests under these circumstances may not be valid.

Q2: Who is responsible for importing an object?

A: As the buyer, you are responsible for verifying that you are allowed to import an object into your country and for paying any associated duties and taxes. Here are some key considerations:

1. Check Import Rules: Ensure you are aware of any specific rules applicable to the import of an object into your country. This includes import bans, licensing requirements, customs duties, VAT, excise duties, and clearance charges.
2. Verify Allowed Goods: Most countries allow the import and export of certain goods, but limitations may exist for specific categories or types of items. Check with your local customs authorities for information on what can be imported.
3. Weapons: Importing weapons typically requires specific licenses and compliance with regulations. Ensure that you are eligible to import objects sold in weapons auctions into your country.
4. Negative List: Many countries maintain a negative list of prohibited items, such as protected species or objects of protected cultural heritage. Check your government’s website for relevant information, especially for objects in categories like archaeology, antiques, taxidermy, and Asian art.
5. Alcohol: Special import/export regulations may apply to alcohol. Be aware of any additional national regulations, particularly for objects in wine, whisky, and rum & spirits auctions.

Always consult with your local customs authorities if you have any doubts about the importation of a specific object. Compliance with import regulations is essential to avoid potential issues.

Q3: What do I need to import my object into the EU?

A: If you are buying an object within the EU and it is shipped from one EU member state to another, you generally do not need to pay customs fees. EU customs rules determine the import duties and taxes based on the transaction value of the object, which is often the case for sales on ULTIMZ. Here’s what you need to know:

Required Information on the ‘Commercial Invoice’: When importing an object into the EU, you may need to show the Customs Authority a commercial invoice prepared by the seller. Each EU member state may have its own interpretation of the information required on this document. Key details typically include:

• The name of the seller and the buyer.
• Description, size, and weight of the object(s).
• Number of objects (if more than one).
• Mode of transport.
• The value of the object.

You can ask the seller for an invoice if it’s needed for import purposes. The invoice provided by the seller can serve as documentation for customs authorities.

It’s essential to understand the specific requirements of your EU member state regarding customs documentation and to comply with them when importing an object.

Q4: I’m a buyer. Do I have to pay VAT to ULTIMZ?

A: As a marketplace, ULTIMZ is legally required to collect Value Added Tax (VAT) in addition to the final bid prices and shipping costs for applicable orders. The collected VAT is then transferred to your local tax authorities, which means you should not have to pay additional VAT when your order arrives. Here are some situations in which this applies:

1. Orders going to the EU (including Northern Ireland): If you are a buyer located within the EU and the final bid price is €150 or under, ULTIMZ collects and remits VAT on your behalf.
2. Orders going to France: ULTIMZ collects and remits VAT for orders going to France, regardless of the final bid price.
3. Orders going to Great Britain: If you are a buyer located within Great Britain (GB), and the final bid price is £135 or under, ULTIMZ collects and remits VAT on your behalf.
4. EU/GB Warehouse goods: This applies when a professional seller from outside your tax region (such as the EU or GB) ships an order from a warehouse within your region to a buyer within that region.
5. Orders going to Singapore: ULTIMZ collects and remits VAT for orders going to Singapore if the final bid price is S$400 or under.

In these cases, ULTIMZ handles the collection and remittance of VAT, so you do not need to pay extra VAT upon receiving your order. However, it’s important to review the specific VAT regulations and thresholds for your region and order value to ensure compliance with tax obligations.

Q5: How can I determine the customs fees and taxes for my order?

A: Customs fees and taxes can vary widely depending on the country, the value of the imported object, and the specific customs regulations. To determine the customs fees and taxes for your order, consider the following steps:

1. Check the Customs Declaration: The customs declaration on the package may provide information about the declared value of the object. This can be a starting point for estimating customs fees.
2. Contact Local Customs: Reach out to your local customs authorities or visit their official website to understand the customs regulations, import duties, and taxes applicable to your specific type of object.
3. Check Import Thresholds: Some countries have thresholds below which customs duties or taxes may not be applied. Verify if your order value falls below such a threshold.
4. Review ULTIMZ Shipping Information: ULTIMZ provides information on the shipping page of each object, including the seller’s location. Knowing where the object is coming from can help you anticipate potential customs charges.
5. Consult with the Seller: If you have questions about customs fees, you can also contact the seller for information. They may be able to provide guidance based on their experience.
6. Plan for Additional Costs: Be prepared for additional charges upon delivery, especially if your order is being shipped internationally. Customs fees and taxes are typically collected by the local postal or customs authorities at the time of delivery.

Q6: Can ULTIMZ provide an estimate of customs fees for my order?

A: ULTIMZ cannot provide specific estimates of customs fees or taxes for individual orders. Customs fees and taxes are determined by the customs authorities in your country and depend on various factors, including the type and value of the imported object.

ULTIMZ does not have control over these charges, as they are assessed by the customs office based on their regulations and policies. It’s advisable to check with your local customs authorities or visit their official website to get information about the customs fees and taxes that may apply to your order.

Q7: What happens if I refuse to pay customs fees upon delivery?

A: If you refuse to pay customs fees upon delivery of your object, several outcomes may occur:

1. Object Return: The object may be returned to the seller. In such cases, you might need to cover the return shipping costs, in addition to the customs charges.
2. Cancellation Issues: Refusing to pay customs fees is generally not considered a valid reason for canceling the order. ULTIMZ may have policies in place to address such situations, and you may still be responsible for completing the purchase.
3. Communication with Seller: It’s advisable to communicate with the seller about the situation. They may provide guidance or assistance in resolving the issue.
4. Additional Costs: Be aware that refusing to pay customs fees can lead to additional expenses, including return shipping and potential fees imposed by ULTIMZ.

To avoid complications, it’s best to be aware of the potential customs charges associated with your order and to plan for their payment upon delivery.

Q8: How can I ensure a smooth customs clearance process?

A: To ensure a smooth customs clearance process when importing an object, consider these tips:

1. Research Customs Regulations: Familiarize yourself with the customs regulations and import requirements of your country. Understand the duties, taxes, and documentation needed for your specific type of object.
2. Accurate Information: Ensure that all information on the customs declaration is accurate and matches the details of the object you purchased.
3. Complete Documentation: Prepare all necessary documentation, including the commercial invoice provided by the seller. This document should include details such as the seller and buyer’s names, object description, quantity, value, and mode of transport.
4. Communication: If you have questions or concerns about the customs process, reach out to your local customs authorities for guidance.
5. Timely Payment: Be prepared to pay any customs fees and taxes promptly upon delivery to avoid delays or issues.
6. Import Licenses: If your country requires import licenses for specific types of objects, ensure that you obtain the necessary permits before ordering.
7. Professional Assistance: In complex cases or for high-value items, consider seeking professional assistance from a customs broker or import/export specialist.
8. Stay Informed: Keep track of the status of your order and any customs notifications or requirements. Promptly respond to any requests for information or documentation.

By being proactive and informed, you can help facilitate the customs clearance process and minimize potential delays or complications.

Q9: Can ULTIMZ assist with customs-related issues or disputes?

A: ULTIMZ is primarily a marketplace connecting buyers and sellers, and it does not have direct involvement in customs-related matters or disputes. Customs regulations and fees are determined by the customs authorities of your country, and ULTIMZ cannot influence or control these processes.

If you encounter customs-related issues or disputes, it’s advisable to:

1. Contact Local Customs: Reach out to your local customs authorities for assistance and guidance on resolving the issue.
2. Communicate with the Seller: If you believe the seller can provide relevant information or documentation to assist with customs clearance, consider discussing the matter with them.
3. Follow Local Regulations: Comply with your country’s customs regulations and requirements to ensure a smooth import process.

While ULTIMZ may not be able to directly resolve customs-related issues, it is essential to address them promptly and in accordance with your local customs regulations to avoid potential delays or complications with your order.

Shipping Costs

Q1: Why do I have to pay for shipping costs twice?

A: You may need to pay for shipping costs twice in certain situations, depending on the circumstances:

• Seller’s Mistake: If the order couldn’t be delivered to your shipping address due to a mistake made by the seller, such as using the wrong address or not providing the necessary export documentation, the seller should bear the responsibility for the second shipment’s cost.
• Buyer’s Fault: If the order is returned to the seller because of a mistake or fault on the buyer’s part, such as providing an incorrect or incomplete address, failing to clear customs in time, or refusing to receive the order, the buyer will be required to pay for the second shipment.
• No Fault: If the shipment fails and is returned to the seller through no fault of either the buyer or the seller, it’s advisable to contact the seller directly to discuss sharing the cost of a second shipment.

ULTIMZ’s Terms of Use outline these responsibilities, and payment for the second shipment should be arranged directly with the seller. In cases where there’s a dispute or question about who should bear the shipping cost, communication with the seller is key to finding a resolution.

Q2: The shipping costs seem excessively high. What do I do?

A: Shipping costs can vary based on the shipping company selected by the seller, the object’s size and weight, delivery time, and insurance coverage. If you believe that the shipping costs for your order are excessively high, consider the following steps:

• Consult Transport Companies: You can get an estimate of potential shipping costs by consulting transport or shipping companies in your local area. They may offer competitive rates and alternative shipping options.
• Contact the Seller: Reach out to the seller through your order detail page if you believe you’ve overpaid for shipping fees when your object arrives. The seller is responsible for reimbursing you directly for any excess shipping costs.

It’s important to communicate with the seller to resolve any concerns about shipping costs, and sellers are required to accurately calculate and charge reasonable shipping fees.

Q3: Who pays for the shipping costs?

A: As the buyer, you are responsible for paying the shipping costs when you win an object on ULTIMZ. Shipping costs are typically included along with the final bid and the Buyer Protection fee when you complete your purchase. Sellers are required to set shipping costs for all supported countries when listing their objects for sale.

It’s important to note that for shipped objects, you cannot pay the shipping costs separately from the winning bid. If you mistakenly select the pickup option during the payment process, you can still arrange shipment directly with the seller (if the object offers a shipping option). In such cases, you will need to pay the shipping costs directly to the seller.

Please be aware that some objects are available only for pickup, and the decision to ship an object is at the discretion of the seller.

Q4: Can I pay shipping for just one package if I buy different objects from the same seller?

A: In some cases, you may have the option to combine shipping for multiple objects purchased from the same seller. Here are the conditions for combining shipping:

• All objects won are sold by a single seller.
• The seller offers combined shipments.
• All objects were won in the same auction category on the same day.

If these conditions are met, you will only need to pay the highest of the two shipping costs at checkout, and this will be adjusted automatically by the system. Please ensure that all objects from the same seller have been successfully won and that the auction has ended before making payment. Retroactive combination of shipments is not possible.

If the criteria for combined shipping do not apply, you should pay for the objects you’ve won, and then contact the seller to discuss any further shipping options.

Keep in mind that shipping costs can be influenced by factors such as weight and volume, so the seller may not always be able to reduce shipping costs, even when combining shipments.

Q5: Why are the actual shipping costs different from the amount I paid?

A: The actual shipping costs you paid for your order cover various aspects of the shipping process, including the shipping company’s fees, insurance, and packing and handling expenses. If you notice that the actual shipping costs are different from the amount you paid, here are some possible explanations:

• Insurance and Packing: The extra cost may include insurance fees to protect the shipment and cover potential damages. Additionally, it could account for expenses related to packing materials such as boxes, tape, bubble wrap, or packing foam. In some cases, especially for fragile items, sellers may need to custom-make packaging to ensure safe shipping.
• Customs Fees: If you live in a different country than the seller, you might be required to pay customs fees upon the import of the object. These fees are not included in the initial shipping cost but may be added later.

If you have questions about the additional costs associated with shipping, consider reaching out to the seller for clarification. It’s essential to understand the breakdown of shipping expenses and any potential customs fees when receiving your order.

Shipping Status

Q1: Why and how does ULTIMZ use the courier and tracking code?

A: ULTIMZ utilizes courier names and tracking codes to track shipments efficiently and provide real-time shipment progress information to both sellers and buyers. These tracking details serve several essential purposes:

• Shipment Tracking: ULTIMZ uses the courier name and tracking code to monitor the shipment’s progress. This enables us to display relevant information about the shipment’s status for sellers and buyers.
• Real-Time Notifications: Tracking information allows ULTIMZ to send real-time notifications to both buyers and sellers via email and push notifications. These notifications keep parties informed about the progress of their shipments and provide updates on expected delivery times. Sellers are also notified about when they will receive their payments.
• Customer Support: The tracking information is invaluable for ULTIMZ’s Customer Support team. It helps them assist buyers and sellers more effectively with any questions or issues related to the shipping process.

The use of tracking information enhances transparency, communication, and accountability in the shipping process on ULTIMZ.

Q2: What is a ‘Tracking’ or ‘Track & Trace’ code?

A: A ‘Tracking’ or ‘Track & Trace’ code is a unique identifier associated with your shipment that allows you to follow the progress of your mailed item or parcel to its destination using an online international tracking system. This tracking code is provided by the seller once they have shipped your order. Here’s how you can use the online tracking tool:

1. Copy the tracking code from your order detail page in your ULTIMZ account.
2. Visit the website of the courier company that the seller used for shipping your order.
3. Look for the “Track & Trace” or similar section on the courier’s website.
4. Enter the tracking code in the provided “Tracking Number(s)” box.
5. Click the “Track” or equivalent button to view the current status and location of your shipment.

You can access the tracking information for your order within your ULTIMZ account by going to ‘My won lots’ and selecting the relevant order. This tracking feature allows you to monitor the shipment’s progress and stay informed about the estimated delivery date.

Q3: I’ve paid for my object. Why haven’t I received it yet?

A: If you’ve paid for your object but haven’t received it yet, it’s important to consider various factors that can lead to delays in receiving your order. Here are some key points to keep in mind:

• Shipping Notification: Once the seller ships your order, you should receive an email notification from ULTIMZ. This email typically includes a tracking button that allows you to monitor your order’s progress. You can also track your order on your order detail page.
• Estimated Delivery Date: Check the estimated delivery date provided on your order detail page. This date is based on various factors, including the shipping method, destination, and courier service. It provides an approximate timeframe for when you can expect to receive your order.
• Tracking Information: Ensure that the tracking information you have is accurate and regularly updated. If you can’t locate the tracking information or if the delivery date has passed without receiving your order, consider reaching out to the seller for assistance. Instructions on how to contact the seller can be found on our platform.
• Seller Responsibility: Since the seller is responsible for arranging shipping, they are in the best position to inquire with the shipping company about the status of your order. It’s essential to maintain communication with the seller to address any concerns or inquiries related to the shipping process.
• ULTIMZ Support: If 22 days have passed since your order was shipped, and you still haven’t received it, ULTIMZ will send you an email with instructions. Be sure to follow the guidance provided in that email. If your order hasn’t arrived, you should notify us within 3 days of receiving our email communication.
• Damaged or Not as Described: If your order arrives damaged or not as described, ULTIMZ has specific guidelines on how to handle these situations. You can follow the relevant articles for further assistance and guidance.

For any further questions or concerns, you can reach out to us through the “Contact Us” button for additional support and assistance.

Q4: What do the shipping statuses mean?

A: Shipping statuses provide valuable information about the current location and status of your order during the shipping process. These statuses are derived from tracking data provided by shipping companies or details provided by you and the seller for pickup. They are not manually updated by ULTIMZ but are based on real-time data from the shipping process.

Delivery Status:

• Your order is being prepared: This status indicates that the seller is in the process of carefully packing and preparing your order for shipment. They are getting it ready to take to the post office or parcel point.
• Your order is on the way: Once the seller has dropped off your order at the post office or parcel point, this status is displayed. The track & trace information has been received, allowing accurate tracking of your order’s progress.
• Your order is arriving today: This status notifies you that your order is scheduled for delivery on the same day.
• Your order was delivered: When track & trace data confirms that your order has been delivered to your address, a nearby parcel point, or even a neighbor’s address, this status is shown.

Pickup Status:

If you’ve chosen to pick up your order, you may encounter the following statuses:

• Your order is ready for pickup: This status indicates that your order is ready for you to pick up. Follow the arrangements you’ve made with the seller for pickup.
• Let us know you got your order: After picking up your order, you need to mark it as picked up in the system.
• Your order was picked up: Once you’ve marked your order as picked up, this status will be displayed to confirm that you’ve successfully received your order.

If you have additional questions or need further assistance regarding shipping, we recommend contacting the seller directly through your order details page. The seller can provide specific information about your order’s status and the shipping process. Please note that some regions may experience longer delivery times due to safety precautions, so it’s essential to stay informed about the latest updates and developments.

Shipping and Delivery Issues

Q1: What to do if my order got lost during shipping?

A: If your order appears to be lost during shipping, take the following steps to address the situation:

1. Message the Seller: Reach out to the seller through your order details page on ULTIMZ. Inform them that the tracking information hasn’t been updated and request that they contact the shipping company to initiate an investigation to locate your order.
2. Contact ULTIMZ: If you believe your order is lost, you can also contact ULTIMZ by using the provided contact option. Keep an eye on any messages sent by ULTIMZ regarding your shipped orders.
3. Follow Email Instructions: ULTIMZ may send you an email if your tracking information hasn’t been updated, and it has been 22 days since your order was shipped. Carefully read the instructions in the email, especially if your order has not arrived by that point.
4. Notify ULTIMZ: If you have not received your order and it’s been 22 days since it was shipped, inform ULTIMZ within 3 days of receiving their email communication. This prompt communication helps ensure that your payment does not go through to the seller until the issue of the lost order is resolved.

By following these steps, you can assist in expediting the resolution process and locating your lost order.

Q2: What if my order has been returned to the seller?

A: If your order has been returned to the seller, follow these steps:

1. Contact the Seller: Reach out to the seller directly through your ULTIMZ account’s order detail page. Inquire about the reasons for the parcel being returned to the sender and understand the circumstances that led to the return.
2. Discuss Solutions: Depending on the reasons for the return, discuss potential solutions with the seller. This may involve resending the order, adjusting the shipping address, or exploring other suitable options.
3. Agree on a Solution: Work with the seller to reach a fair and satisfactory solution regarding the returned order and any associated costs. Effective communication is essential to resolving such situations.
4. Contact ULTIMZ if Needed: If you encounter difficulties in reaching an agreement with the seller or believe that ULTIMZ’s assistance is required, notify ULTIMZ through the provided contact option. ULTIMZ’s Customer Support team can help you navigate the situation.

By taking these steps, you can work towards finding a resolution regarding your returned order in a constructive and collaborative manner.

Q3: What is the best way to handle an issue after my order has been delivered?

A: Handling an issue after your order has been delivered effectively involves the following steps:

1. Contact the Seller: Reach out to the seller through your ULTIMZ account’s order detail page. Clearly and politely explain the issue you are facing. Communication with the seller is crucial to resolving problems.
2. Discuss Possible Solutions: Engage in a constructive dialogue with the seller to explore potential solutions. This may include options such as a partial refund, replacement of the item, or return and refund. Strive to reach a mutually acceptable resolution.
3. Document the Issue: If possible, take clear photos of the issue you are experiencing. Documentation serves as evidence of the problem to both the seller and ULTIMZ’s Customer Support, if necessary.
4. Adhere to Timelines: Ensure that you initiate contact with the seller and inform them about the issue within 3 days of receiving the order. ULTIMZ’s system records the delivery date through Track & Trace. Beyond this period, your payment will be sent to the seller, and opening a claim may not be possible.
5. Agree on a Solution: Collaborate with the seller to agree on the most suitable solution for the problem. This may involve a partial refund, replacement, or return. Ensure that both parties are content with the resolution.
6. Contact ULTIMZ if Necessary: If you encounter challenges in reaching an agreement with the seller or require further assistance, reach out to ULTIMZ’s Customer Support. They can guide you through the process and mediate the situation if needed.

Handling issues promptly and professionally helps maintain a positive buying experience and ensures a fair outcome for both you and the seller.

Q4: What should I do if I received an empty box?

A: If you have received an empty package, follow these immediate steps:

1. Contact the Seller: Reach out to the seller through your ULTIMZ account’s order detail page. Inform them that you received an empty package and express your concerns. Include detailed information about the order, such as the tracking number and order details.
2. Contact ULTIMZ: Contact ULTIMZ’s Customer Support as soon as possible and within 3 days of receiving the empty package. ULTIMZ can assist you in resolving the issue and securing your payment during the investigation.
3. Provide Evidence: Document the situation by taking clear photos of the package you received, both from the outside and inside. Capture all sides of the box, including the shipping label. If possible, record a video of the unboxing process. Additionally, provide a picture of the parcel on a scale to show its weight. This evidence is crucial for the investigation.
4. Open a Claim with the Delivery Company: Contact the delivery company to open a claim regarding the missing contents. This initiates an investigation on their end.
5. File a Police Report: File a police report about the missing contents. This additional documentation strengthens your case.
6. Cooperate with Investigation: ULTIMZ and the seller will collaborate to investigate the issue. Your evidence, along with any evidence provided by the seller and the shipping company, will be considered.

Stay in close communication with both the seller and ULTIMZ’s Customer Support throughout the investigation process. Respond promptly to any requests for information. Taking action within the first 3 days closely after receiving the empty package is crucial for securing your payment and ensuring that the issue is thoroughly investigated.

Q5: The vehicle I bought was damaged during transport. What should I do?

A: If your vehicle was damaged during transport, follow these steps to address the situation:

1. Contact Seller and ULTIMZ: Immediately contact both the seller and ULTIMZ to report the issue. Provide photos, videos, and any other relevant information regarding the damage. This should be done within 3 days of receiving the vehicle.
2. Thorough Inspection: Before signing for the delivery, thoroughly inspect the vehicle for any damage. Check the interior, exterior, underside, and engine. If you notice any damage, create a detailed damage report with the transporter and have them sign it. Keep a copy of this report.
3. Document the Damage: Document the damage with clear and detailed photographs and videos. This evidence will be crucial for the investigation.
4. Notify the Transport Company: Contact the transport company immediately and provide proof of the damage. Share this evidence with the seller using the internal chat tool on ULTIMZ.
5. Contact ULTIMZ: After informing the transport company and the seller, contact ULTIMZ. ULTIMZ specialists will guide you through any further steps.

If Your Vehicle Was Incorrectly Described on the Auction Page:

If you believe that the vehicle you received does not match the description on the auction page, follow these steps:

1. Review Conditions: Compare the actual condition of the received vehicle with the details outlined in the article provided.
2. Report Discrepancies: If you find significant differences, report these discrepancies to ULTIMZ by following the instructions provided in the article.

What to Provide:

To process a claim effectively, provide the following materials:

• At least one picture showing the entire vehicle.
• At least five detailed pictures highlighting differences between the listing and the received item.
• A detailed description of the main differences.
• A video showing the condition of the vehicle if necessary.
• For technical claims, provide a detailed and signed report from a certified garage or dealer.
• Use a service like WeTransfer for sharing large files if needed.

CMR Document:

A CMR (Convention des Marchandises par Route) is a transport document that includes basic information about the vehicle, sender, recipient, and any additional items being transported. It serves as a receipt of delivery and is used to confirm the condition of the vehicle before and after shipment. It’s important to thoroughly inspect the vehicle and the CMR document upon delivery.

Remember, timely communication with the seller, transport company, and ULTIMZ is crucial to resolving any issues related to your vehicle order.

Q6: What will happen if a seller is not willing to ship my order?

A: If a seller is unwilling to ship your order, follow these steps to address the situation:

1. Message the Seller: Initially, attempt to contact the seller to understand the situation and explore potential solutions. Politely inquire about the reason for the delay or the seller’s unwillingness to ship, and see if you can reach an agreement.
2. Contact ULTIMZ: If you are unable to resolve the issue with the seller directly, contact ULTIMZ using the provided contact option. ULTIMZ’s Customer Experience team will intervene and communicate with the seller on your behalf to understand the situation and encourage them to ship the order.
3. Cancellation and Refund: If the seller continues to refuse shipping or remains unresponsive, ULTIMZ may decide to cancel the order and issue you a refund. This action is taken to protect buyers from disappointing situations. If the cancellation results in any additional costs, the seller may be required to cover them.
4. Future Consequences: Sellers who repeatedly fail to fulfill orders or refuse to ship may face consequences, such as losing their seller status on ULTIMZ. ULTIMZ takes these situations seriously to ensure a positive experience for buyers.

Direct Communication (After Cancellation): If the order is canceled, ULTIMZ will not be able to intervene further. If you still wish to proceed with the purchase, you will need to communicate directly with the seller to work out an agreement.

It is important to maintain polite and professional communication with both the seller and ULTIMZ’s support team throughout the process to achieve the best possible outcome.

Arranging Delivery & Pickup

Q1: How much time do I have to pick up the vehicle I bought?

A: We kindly request that you get in touch with the seller to coordinate the vehicle pickup within five days from the notification of your payment being received. Please be mindful that the seller might impose storage fees, underscoring the importance of expediting the pickup arrangements at your earliest convenience.

Q2: Can I arrange to pick up my item?

A: Yes, you can arrange to pick up your item in person in many cases. Here’s how to go about it:

For most items auctioned on ULTIMZ, you can opt to pick them up. The availability of this option is determined by the sellers themselves. Look for this information within the “shipping information” section located below the item’s description. To access this information, simply scroll down the page of the item you’re interested in and click on “Show more” to reveal the shipping details. The format might be similar to this:

Once you’ve successfully won an item, during the checkout process, make sure to select the ‘pick up’ option.

In cases where you initially paid for shipping but later reach an agreement with the seller to pick up the item instead, please note that the seller will directly reimburse you for the shipping costs. ULTIMZ cannot process partial refunds due to the payment system in place. This is due to our payment partner, Stripe’s, procedures.

It’s important to be aware that if a seller hasn’t specified whether an item can be picked up, we cannot guarantee the possibility of arranging a pickup.

If you meet with the seller in person to retrieve an item, make a thorough inspection of the item before confirming acceptance. After the pickup and the reimbursement of the shipping fee, kindly inform us so we can update the order status to “delivered” and facilitate the seller’s payment.

Q3: Coordinating Item Pickup

A: For large or unwieldy items, sellers may label them as ‘pickup required,’ indicating that shipping options aren’t available. In such cases, it’s necessary to directly communicate with the seller to establish a suitable time for pickup. You can find guidance on reaching out to the seller through the provided link.

Q4: Can I Organize My Own Shipping and Pickup Service?

A: Certainly, you have the option to do so. However, before making any arrangements or booking a courier for pickup, it’s advisable to first discuss your intentions with the seller. A mutual agreement on a timeframe is important. Keep in mind that if the seller already has an agreement with a courier company (more common for luxury items), you might not be able to use your own courier. Confirm with the seller beforehand.

Please note that if an order has a shipping fee attached to it, altering or removing this requirement is not feasible. This implies that you’ll need to make the upfront payment for shipping and subsequently coordinate a reimbursement with the seller.

Q5: Determining Pickup Location

A: To get an approximate idea of an item’s location for pickup, review the seller’s indicated location. This can be found under the ‘shipping information’ section, right below the object information panel. It’s important to note that we cannot publicly display the exact address of the seller.

Q6: The seller is asking me for a signed copy of the CMR. What does this mean?

A: The CMR-waybill serves as a shipping document containing essential details about the transported vehicle, be it a car or motorcycle. Your role involves signing the sender’s copy of this document. Subsequently, you would return the signed copy to the seller. This action serves as evidence of successful delivery.