Shipping Policy

Free Shipping on Eligible Non-Oversized Products

UOUOAO currently ships to selected international markets, including the United States, Australia, Germany, France and the United Kingdom.

Eligible non-oversized products may qualify for free shipping. Shipping availability, delivery options and estimated delivery times may vary depending on the destination, product and order details.

1. Order Processing

Orders are generally processed after payment and order information have been successfully confirmed.

Processing times may vary depending on product availability, order volume and other fulfilment requirements.

Orders placed on weekends or public holidays may be processed on the next available business day.

Once your order has been shipped, tracking information will be provided where available.

2. Shipping and Delivery

We work with established logistics and delivery providers to deliver orders to supported destinations.

The carrier used for an order may vary depending on:

Destination country
Product type
Package size and weight
Available shipping services
Local delivery arrangements

Estimated delivery times are provided for reference and may vary depending on the destination and logistics conditions.

International deliveries may take longer due to customs processing, local carrier operations, weather, public holidays or other circumstances outside our reasonable control.

3. Free Shipping

Free shipping may be available for eligible non-oversized products within supported shipping regions.

Oversized products, special delivery locations or certain destinations may be subject to additional shipping charges.

Where additional charges apply, relevant shipping information will be displayed before the order is completed where possible.

4. Packaging

We take reasonable care when preparing orders for shipment.

Products are packed using suitable packaging and protective materials according to the size and nature of the item.

5. Order Tracking

When tracking is available, customers will receive tracking information after the order has been dispatched.

Tracking updates may take some time to appear after the package has been handed to the carrier.

You can track your order here:

https://www.uouoao.com/apps/17track

Please note that estimated delivery information provided by tracking services is controlled by the relevant carrier and may change during transit.

6. Delivery Address Changes

Customers are responsible for providing accurate and complete delivery information when placing an order.

If you need to request a change to your delivery address, please contact us as soon as possible at:

support@uouoao.com

Once an order has been processed or entered the shipping network, we may not be able to change the delivery address.

We therefore recommend reviewing your shipping information carefully before completing your order.

7. Delayed Deliveries

Delivery times are estimates and may occasionally be affected by circumstances such as:

Customs clearance
Local carrier delays
Weather conditions
Peak shipping periods
Public holidays
Incorrect or incomplete delivery information
Events outside the reasonable control of UOUOAO or the carrier

If your order appears to be significantly delayed, please contact us with your order number so that we can review the available shipping information.

8. Damaged Packages

If your package arrives damaged, please document the condition of the package and product where possible.

After receiving the package, contact our customer support team at:

support@uouoao.com

Please include:

Your order number
A description of the issue
Clear photographs of the damaged packaging
Clear photographs of the affected product, where applicable

We will review the information and assist with the appropriate next steps, which may include a return, replacement or other available resolution.

9. Incorrect or Missing Items

If you receive an incorrect item or believe that part of your order is missing, please contact us as soon as reasonably possible.

Please provide your order number and relevant details so that we can investigate the issue.

10. International Shipping

UOUOAO serves customers across selected international markets.

Shipping availability, delivery times, tracking services and logistics providers may differ between countries.

Customers may also be responsible for complying with applicable local import requirements where relevant.

11. Customer Support

For questions relating to shipping, tracking or delivery, please contact:

Email: support@uouoao.com

Business Location: Guangzhou, Guangdong, China

UOUOAO currently serves selected international markets, including the United States, Australia, Germany, France and the United Kingdom.

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.