Orders & Tracking
How do I track my order?
Track at https://track.ubazol.com using your ubazol order number and the mobile number used for the order. You can also sign in at ubazol.com and open Orders or use Orders in the Android app. Live driver tracking and driver chat become available after collection.
I cannot find my tracking link.
The support bot can verify the email used for the order with a one-time code and provide that order's tracking link in this chat. If the verified order has no usable link a team member will continue here.
Why is the tracking map not updating?
The tracking map can stop updating when the driver's network connection is weak and may not refresh again until the driver arrives. A frozen map alone does not mean the delivery has stopped.
What happens when my order is delayed?
Use the current order status and ETA in Orders or the tracking page. A delay under 90 minutes does not automatically qualify for cancellation or refund.
What happens if my order has not arrived within 90 minutes?
Orders not delivered within 90 minutes are generally cancelled and refunded after verification. In some cases the driver may still complete delivery as ubazol's apology; support will confirm this in chat.
Can I cancel my order?
Cancellation depends on the current order and delivery state. Ask in support chat; cancellation is confirmed only after the action succeeds.
I did not receive a tracking message.
You can always track at https://track.ubazol.com using your ubazol order number and the mobile number used for the order or open Orders in the website or Android app.
Delivery & Drivers
How do I message the driver?
Open the order tracking link and use the driver chat there. You send the message directly; the support bot does not relay messages or confirm that a message was received.
Can support call the driver or change my delivery address?
A team member must handle driver calls and changes to an active delivery. Continue in this support chat and wait here for the handoff.
Support
How do I speak to a person?
Continue in this support chat. When human review is required the bot will hand the conversation to a team member and ask you to wait here.
How quickly will a team member respond?
There is no promised response time. After a confirmed handoff stay in this support chat and a team member will continue here.
Items & Problems
An item is missing from my order.
Report the order and missing item in support chat. The automated resolution will confirm any refund or wallet credit after it has been applied.
I received the wrong item.
Report the item in support chat and upload a clear photo of the item and packaging when requested. The resolution will be confirmed after the review or automated action completes.
My order says delivered but I did not receive it.
Report this in support chat so the current delivery evidence can be checked. A delivered status is not treated as proof that you personally received the order.
How do I request or check a refund?
Use support chat for the refund request or status check. A refund or wallet credit is reported only after the action confirms the amount and destination.
How do I report a quality problem?
Report the order and item in support chat and provide the requested evidence. The resolution is confirmed only after the review or automated action completes.
Account & Access
Where can I see my orders?
Sign in at ubazol.com and open Orders from the profile menu or open Orders in the Android app. Identity verification is required before support can discuss order history.
I cannot sign in.
Use the sign-in recovery option and enter the one-time code sent to your registered contact method. Continue in support chat if recovery does not complete.
How do I keep my account information safe?
Use only ubazol sign-in and checkout pages. Never share your password or one-time verification code in ordinary support messages.
Ordering & Availability
How do I place an order?
Enter your delivery address and select the matching suggestion. Open an available store; add products to your cart and complete checkout.
Do you deliver to my area?
Enter the delivery address at the top of ubazol.com and select the matching suggestion. The stores currently available for that address will then appear.
Why are no stores showing?
Check that the delivery address was selected from the suggestions or use Locate Me with location access enabled. If no stores appear after that there may be no current coverage or availability for the address.
How do I know whether a product is available?
The current store catalogue is the source of truth. If a product cannot be added to the cart choose another available product or store.
Can I collect my order?
ubazol is delivery-only; customer collection is not available.
How old must I be to order age-restricted products?
You must be 18 or older and may be required to complete age verification.
Can I get a store's address or contact details?
Stores fulfil delivery orders through ubazol. Private store addresses and direct contact details are not provided to customers.
Why can I not add an item to my cart?
The product or store may not be available at that moment. Refresh the current catalogue and choose another available product or store if the item still cannot be added.
How do I find a product?
Enter your delivery address first and then search or browse the current stores and categories available for that address.
Promotions
How do I apply a promo code?
Enter the exact promo code during checkout. The discount applies only when checkout confirms the code and its eligibility rules.