Frequently Asked Questions

How do I track my order?

Once your order is dispatched — within 24–48 hours of purchase — you'll receive a shipping confirmation email with your tracking number and a direct link. You can also track your order at any time using the button below.

How long does order processing take?

Orders are processed within 24–48 hours on business days. Orders placed on Sundays or Hong Kong public holidays are processed the next working day. Processing time is separate from delivery time — your estimated delivery window begins from the date of dispatch.

Can I modify or cancel my order after placing it?

We begin processing orders quickly, so modifications can only be made before dispatch. If you need to change your delivery address or cancel, contact us immediately at info@ombrellae.com with your order number. Once an order has been handed to the carrier, we are unable to make changes.

My tracking number isn't updating — what should I do?

Tracking information can take up to 24–48 hours to appear after dispatch, particularly for international shipments entering customs. If your tracking shows no updates after 5 business days from your dispatch confirmation, contact us and we will investigate with the carrier on your behalf.

I received an order confirmation but no shipping confirmation — is that normal?

Yes — your order confirmation is sent immediately after purchase. Your shipping confirmation, which includes your tracking number, is sent separately once your order is packed and dispatched (within 24–48 hours). Check your spam folder if you haven't received it after 48 hours, or contact us.

Where do you ship from?

All ombrellae orders are dispatched from our partner fulfilment facility in Hong Kong SAR. We ship worldwide using trusted international carriers with full tracking on every order.

Will I have to pay customs or import duties?

Depending on your country, import duties and customs fees may be applied by your local customs authorities upon delivery. These charges are not included in your order total and are the customer's responsibility. ombrellae ships from Hong Kong, which operates a zero-rate tax regime — no VAT is added to your order. However, your own country may apply import VAT on arrival.

My order hasn't arrived within the estimated window — what should I do?

Delivery estimates are provided by the carrier and are not guaranteed. If your order hasn't arrived within 10 business days of dispatch (standard) or 5 business days (express), contact us at info@ombrellae.com and we will open an investigation with the carrier on your behalf.

Can you deliver to a PO Box?

Standard shipping to PO Boxes is available in select countries. Express shipping cannot be delivered to PO Boxes. If you're unsure whether your address is eligible, contact us before placing your order.

How do I start a return?

You have 45 days from your delivery date to initiate a return. Log in to your account or email us at info@ombrellae.com with your order number and reason for return. Once approved, we'll provide return instructions and the return address in Hong Kong.

Who pays for return shipping?

For standard returns (change of mind, unused product), the customer is responsible for return shipping costs. If your item arrived damaged, defective, or incorrect, ombrellae covers the return shipping in full.

How are refunds issued?

We offer two refund options: store credit (issued instantly upon return approval, no waiting) or a refund to your original payment method (processed within 5–10 business days). Store credit never expires and can be used on any future order.

My item arrived damaged — what should I do?

Contact us at info@ombrellae.com within 48 hours of delivery with your order number and clear photographs of the damaged packaging and item. Do not discard the original packaging — it is required to process the claim. We will arrange a full replacement or refund at no cost to you.

What items cannot be returned?

The following are final sale and cannot be returned or refunded under any circumstances:

What products does ombrellae sell?

ombrellae offers two product lines designed for fast, reliable portable storage:

What devices are ombrellae products compatible with?

Both ombrellae Flash and ombrellae Drive are broadly compatible across all major platforms and operating systems:

Does the ombrellae Flash work with iPhone and iPad?

Yes — the ombrellae Flash has two connectors built directly into the drive: a USB-C end and a Lightning end. There is no adapter or extra accessory needed. Plug the Lightning end into your iPhone or iPad and it works immediately through Apple's native Files app (iOS 13 and above). Plug the USB-C end into your Mac, PC, or Android device. One drive, every device.

What is the USB-A Adapter?

The USB-A Adapter allows you to connect our USB-C flash drives to older devices and computers that only have standard USB-A ports. It plugs directly onto the USB-C end of the drive, giving you universal compatibility without carrying a separate adapter.

What is the Data Blocker?

The ombrellae Data Blocker is a security adapter that physically blocks data transfer pins while allowing power-only charging. It protects you from "juice jacking" — a cyberattack that steals data or installs malware through public USB charging stations. Use it whenever you charge from an unknown or public USB port.

Should I keep a backup of data stored on my ombrellae device?

Yes — always. ombrellae products are high-quality storage devices, but no storage medium is immune to failure. We strongly recommend maintaining independent backups of all important data. ombrellae cannot be held liable for data loss resulting from product failure or physical damage. This is an industry-wide best practice that applies to all storage devices.

What warranty do ombrellae products come with?

All ombrellae products include a standard 2-year limited warranty against manufacturing defects, commencing from your confirmed delivery date.

What does the warranty cover?

How do I make a warranty claim?

Contact us at info@ombrellae.com with your order number, a description of the fault, and any relevant photos or diagnostic information. Our team will review your claim and respond within 2 business days with next steps.

What payment methods do you accept?

ombrellae accepts the following payment methods at checkout:

Is it safe to pay on ombrellae.com?

Yes. ombrellae.com is hosted on Shopify, one of the world's most trusted e-commerce platforms. All transactions are encrypted via SSL and processed through PCI-compliant payment infrastructure. We never store your card details.

What currency are prices displayed in?

All prices on ombrellae.com are displayed in USD ($). BULKECOM LIMITED is registered in Hong Kong, which operates a zero-rate tax regime — no VAT is added at checkout. Your card provider may apply a foreign transaction fee or currency conversion depending on your account.

I was charged but didn't receive an order confirmation — what should I do?

Check your spam or junk folder first. If you still can't find it after 30 minutes, contact us at info@ombrellae.com with the email address used at checkout and the approximate transaction amount. We'll locate your order and resend the confirmation immediately.

What is Shipping Insurance?

Shipping Insurance is an optional add-on available in your cart for a flat fee of $2.99 per order. It provides 100% guaranteed coverage against confirmed package loss, damage in transit, and theft — from the moment your order leaves our facility to the moment it arrives at your door.

What happens if I don't add Shipping Insurance?

Without Shipping Insurance, ombrellae is not liable for lost, damaged, or stolen items once dispatched. We will assist you in filing a claim with the carrier, but resolution is subject to the carrier's investigation process (typically 15–30 business days) with no guaranteed outcome.

How do I enable Shipping Insurance?

Shipping Insurance is available as a toggle directly in your cart drawer before proceeding to checkout. Simply enable it — it will be added to your order for $2.99.

Can I get a refund on Shipping Insurance?

No. Shipping Insurance is a final sale item. It is activated at the moment your order is dispatched and cannot be returned or refunded, regardless of whether a claim has been filed.

Who is ombrellae?

ombrellae is a consumer electronics brand specialising in portable storage — USB flash drives and portable SSDs. We are operated by BULKECOM LIMITED, incorporated in Hong Kong, and our brand and IP are owned by our parent company BULKECOM LLC-FZ, registered in Meydan Free Zone, Dubai, UAE. All products are sold exclusively through ombrellae.com.

Do you have a referral program?

Yes! When you buy any ombrellae product, you receive a personal referral code that gives your friends $15 OFF their first order — for up to 10 friends. Every time one of your friends purchases using your code, you automatically earn a free 128GB ombrellae Flash drive.

Where are ombrellae products manufactured?

ombrellae products are manufactured in China under quality oversight standards, and distributed worldwide from our partner fulfilment facility in Hong Kong SAR.

I'm interested in stocking ombrellae — who should I contact?

Send us an email at info@ombrellae.com with the subject line "Partnership Enquiry", including your company name, country, and a brief description of your business. Our team will get back to you within 2 business days.