After-Sales Support
Warranty, returns, troubleshooting and support requests, all in one place.
Warranty
Ultience products come with a 24-month limited warranty from the date of purchase against defects in materials and workmanship under normal use.
- Covered: manufacturing defects, such as a connector that stops working or an intermittent connection under normal use.
- Not covered: physical damage, liquid damage, misuse, normal wear, or use outside the stated specifications (for example, video output).
- Remedy: replacement with the same or an equivalent product, or a refund, at our discretion.
- Proof of purchase: your Amazon order number is required.
Returns & exchanges
Items bought on Amazon can be returned or replaced through Amazon under Amazon's return policy. Go to Your Orders on Amazon and choose Return or replace items.
After Amazon's return window, defective items are handled under our warranty. Submit a support request below and we'll arrange a replacement.
Troubleshooting
My device isn't detected through the adapter.
Unplug and reconnect firmly at both ends. Try a different USB-A port, preferably one directly on the computer rather than through a hub. Make sure the cable you're using supports data, because some USB-C cables are charge-only.
Transfer speed is slower than 10Gbps.
Check that the USB-A port is USB 3.x (often blue or marked SS) and supports 10Gbps. The cable and the connected device must also support 10Gbps. On single-chip models, flip the USB-C plug: full speed works in one orientation only.
My phone charges slowly.
Charging speed depends on the USB-A charger and the device. Computer USB-A ports usually supply little power, so use a wall or car charger rated for higher output.
My monitor or dock doesn't work.
USB-A to USB-C adapters don't support video output or dock passthrough via a computer's USB-A port. Connect the monitor or dock directly instead.
CarPlay / Android Auto disconnects.
Use a data-capable USB-C cable, reseat the adapter, and try another USB port in the car if available. Restarting the phone and the car's infotainment system can also help.
Warranty claim / support request
Contact support
Email: support@ultience.com
Amazon buyers can also contact us through Your Orders → Contact seller.