Support from people who've crimped the cable.
Every reply comes from someone who installs this gear for a living — no phone tree, no script. Most answers are below; everything else goes through the form and comes back within one business day.
Track an order
Tracking emails the moment the label prints. Lost it? Send the order number below.
Start a return
30 days, no restocking fee. The policy in plain language, plus the four-step process.
Get design help
Coverage problems are usually sizing problems. Free kit design from an installer.
Firmware & guides
The UniFi briefing tracks every release we've tested — and the ones to skip.
Asked often, answered once
Grouped by the three reasons people actually write in. If yours isn't here, the form below reaches the same bench.
Orders & shipping
Where's my order? +
Orders placed before 2 PM ET ship the same business day from Altamonte Springs, FL, and tracking is emailed when the label prints. Standard transit is 3–5 business days in the contiguous US. No tracking email after 24 hours? Check spam first, then send us the order number.
Can I change the address or cancel after ordering? +
If it hasn't left the bench, yes — and the bench moves fast, so write immediately with the order number. Once the carrier has it, we can't reroute, but the 30-day return policy covers a misdelivered decision.
Do you ship to Alaska, Hawaii, or internationally? +
AK, HI, and US territories: yes, quoted per order at carrier cost — the $99 free-shipping threshold applies to the contiguous 48 only. International: not currently.
Returns & warranty
How do I return something? +
Email or use the form below with your order number. You'll get an RMA within one business day. Returns are free of fees — you cover the return postage unless the item is defective or we made the mistake, in which case the prepaid label is on us. Full details on the shipping & returns page.
My gear arrived dead or damaged. +
Photos of the unit and the box, plus the order number, to the form below. We send a prepaid label and a replacement ships as soon as the fault is confirmed — usually the day the return scans into the carrier network, not the day it arrives back.
Who handles warranty after the return window? +
We do. Everything carries the manufacturer's warranty and we run the claim for you — one email to us instead of a ticket queue. Keep the order number; it's the only paperwork you need.
Setup & gear
My AP won't adopt. +
Nine times out of ten it's one of three things: the AP and controller are on different VLANs, the PoE budget is maxed (check the switch dashboard), or the device needs a factory reset — hold the reset button 10 seconds until the LED flashes. Still stuck? Tell us your gateway model and switch in the form and we'll walk it with you.
Do kits really arrive pre-configured? +
Kits ordered through the design service or a commercial quote ship staged: firmware current, devices named, adoption ready. Individual items ship factory-fresh — adoption takes minutes either way.
Which firmware should I be on? +
Whatever the UniFi briefing currently calls stable — we test every release on our bench before recommending it, and we say so when one is worth skipping. “Newest” and “best” are occasionally different answers.
Will you tell me if I'm buying too much? +
Yes. It's the house rule — if the $99 part covers your floor plan, that's the recommendation you'll get. Trust is the actual product.
Write to the bench
One form, one queue, answered by engineers. Include an order number when there is one — it saves a round trip.
In the queue.
You'll hear back within one business day — usually sooner. If it's a defective-item report, the prepaid label email may arrive first.