01
Where are orders shipped from and how long does delivery take?
Most iKAGOO orders are dispatched from our fulfillment
location in China after the product configuration and vehicle
information have been checked.
Normal order processing is approximately
1–3 business days.
Estimated delivery after dispatch is generally:
- USA & Canada: approximately 5–9 business days
- European Union: approximately 7–15 business days
- UK & Australia: approximately 7–10 business days
- Other supported regions: approximately 7–20 business days
Customs clearance, holidays, weather, carrier delays and
remote-area delivery may affect these estimates.
02
Will I need to pay VAT, import duties or customs charges?
Standard international shipping normally does not include
destination-country VAT, import duties, brokerage charges or
customs clearance fees.
For eligible European Union destinations,
DDP shipping may be available.
Import-related charges are included only when DDP is selected
at checkout or confirmed by iKAGOO in writing before shipment.
When DDP is not selected, charges collected by local customs
or the delivery carrier are normally the recipient's responsibility.
03
Can I request express shipping and how do I track the parcel?
Express or expedited shipping may be available for selected
products and destinations. Availability, carrier and any
additional cost are confirmed before shipment.
Depending on the route and product type, iKAGOO may use DHL,
FedEx, UPS, EMS, 4PX or another tracked logistics provider.
After dispatch, the tracking number or tracking link is
normally sent to the email address used for the order.
Tracking updates may take several business days to appear
during international carrier transfers.
04
What is the return and refund policy?
Return eligibility depends on the reason for return, product
condition, installation status, supporting evidence and
whether the return has been approved by iKAGOO.
For an approved non-defective return, the product must normally
remain unused, uninstalled, complete and suitable for resale.
The customer is generally responsible for approved return
shipping costs.
Original shipping, DDP, VAT, customs duties and other logistics
costs are generally non-refundable unless required by law or
otherwise confirmed by iKAGOO.
Do not send a product back before receiving an approved
return address and return instructions from iKAGOO.
05
What if the product still cannot be installed after compatibility review?
Additional protection may apply when iKAGOO reviewed the
vehicle compatibility, the customer supplied accurate vehicle
information and reasonable installation and diagnostic steps
have been completed.
If iKAGOO confirms that no reasonable technical solution is
available and the issue is reported within
7 calendar days after delivery,
the customer may be eligible for a refund of the product price
without being required to return the product.
Original shipping, DDP, VAT, customs duties and other
third-party charges are not included in this product-price refund.
06
What warranty is provided, and does opening the product cancel it?
Eligible products include a
12-month limited hardware warranty
covering verified manufacturing defects and eligible hardware
failures under normal use.
Depending on the verified issue, support may include remote
diagnosis, configuration assistance, replacement parts,
repair, replacement, partial refund or full refund.
Inspection or third-party examination does not automatically
cancel the entire warranty. However, damage caused by
unauthorized repair, incorrect modification, broken circuits,
improper reassembly, incorrect wiring, impact, water ingress
or misuse is not normally covered.
Contact iKAGOO before dismantling, modifying or repairing
the product so the correct diagnostic procedure can be provided.
07
What if my order arrives damaged or has missing parts?
Contact iKAGOO within
7 calendar days after delivery
and keep the original packaging, shipping label, accessories
and product.
Please provide clear photos or video showing:
- The external shipping carton and shipping label
- Visible packaging damage
- The product and affected area
- All accessories and wiring received
After verification, iKAGOO may arrange a missing-part shipment,
replacement, repair, refund or another reasonable solution.
08
What if I ordered the wrong version or need to change my order?
Contact iKAGOO as soon as possible and before installation.
For address, vehicle configuration or product changes, contact
us preferably within
12 hours after placing the order.
An exchange or return may be approved when an incorrectly
selected product remains unused, uninstalled, complete and
suitable for resale. Customers are normally responsible for
relevant shipping costs and price differences.
Vehicle-specific products may enter procurement, programming,
testing or configuration shortly after payment. Once preparation
or shipment has started, cancellation may no longer be possible,
or reasonable costs already incurred may be deducted.
09
What is included in the package?
Package contents vary by product, vehicle model, factory system
and selected configuration.
Depending on the product, the package may include the main
device, vehicle-specific wiring harnesses, CANBUS interface,
adapters, USB cables, antennas, microphones, mounting hardware
or other required installation accessories.
Refer to the relevant product photos, specifications and order
confirmation for the exact contents of your order.
10
How do I contact iKAGOO for technical or after-sales support?
You can contact iKAGOO through the website contact form,
WhatsApp or other available support channels. Typical response
time is within 24 business hours.
For faster technical diagnosis, include your order number,
vehicle model and year, relevant factory-system photos,
product photos and a clear video showing the issue.
Contact iKAGOO Support →
11
Is payment secure and are installment options available?
Payments are processed through the secure payment methods
displayed during checkout.
Available card, wallet and installment options may vary by
country, currency, payment provider and customer eligibility.
Installment services, including options offered by PayPal or
another payment provider, remain subject to that provider's
regional availability and approval requirements.
This section is a simplified customer guide. The complete published
policy pages, order confirmation and applicable consumer law take
priority if any wording differs.
Mason Hale –
Dropped this unit into my 2012 CLS550 over the weekend. Truly plug-and-play — factory NTG functions, steering-wheel buttons, and reverse camera all stayed. Wireless CarPlay boots in seconds. For the price, it’s a serious upgrade and yes, it’s a genuine Sky Universe product.