Shipping & Global Delivery Policy

Comprehensive delivery guidelines, warehouse fulfillment schedules based on UAE Standard Time (GST), weekend dispatch rules, and tracking details.

Official Document Version 2.4 UAE Standard Time (GST / UTC+4)

1. Operating Hours & Order Processing Timelines

Our online store accepts orders 24 hours a day, 7 days a week (24/7). All orders enter fulfillment processing according to UAE business hours.

  • Fulfillment Business Hours (UAE Time / GST):
    • Monday - Thursday: 9:00 AM - 5:00 PM GST
    • Friday: 9:00 AM - 12:00 PM GST
    • Saturday & Sunday: Closed
  • Weekend & Holiday Dispatch Delay: Orders placed on Friday afternoon, Saturday, or Sunday (UAE Standard Time) or on UAE public holidays will be processed and dispatched on the next business day (Monday, UAE Time).
  • Standard Processing SLA: In-stock orders placed during business hours are picked, checked, and handed over to logistics carriers within 1 to 2 business days.
  • Order Confirmation: An automated order receipt is issued immediately upon checkout. Dispatch confirmation with carrier tracking is emailed as soon as the shipping label is generated.

2. Shipping Rates & Carrier Networks

We partner with leading global logistics providers (DHL, FedEx, UPS, and Aramex) to ensure fast, reliable, and trackable delivery across the GCC and internationally.

  • Standard Shipping: Estimated transit time of 5 to 9 business days for major cities worldwide. Shipping rates are calculated dynamically at checkout based on weight, volume, and destination.
  • Express Shipping: Expedited transit time of 2 to 4 business days available for select regional destinations during checkout.
  • Oversized Items Handling: Large inflatable rafts, rigid SUP paddle boards, heavy beach umbrellas, and folding wagons are shipped via specialized heavy parcel freight. Additional transit time of 2-3 days may apply.
  • Free Shipping Thresholds: Promotional free shipping offers apply automatically at checkout when minimum cart amounts are met.

3. International Customs & Import Duties

We deliver globally to customers across the Middle East, Europe, North America, Asia, and worldwide.

  • Duties & Taxes: Customs duties, local VAT, and import fees may be calculated and prepaid at checkout or billed directly by local customs agencies upon arrival depending on destination country laws.
  • Customs Inspection Clearance: Local customs clearance inspections are beyond carrier control and may occasionally add 1 to 5 days to original transit estimates.
  • Restricted Freight Destinations: We cannot deliver to PO Boxes, APO/FPO military addresses for oversized gear, or embargoed regions.

4. Package Tracking & Status Lookup

Every order includes end-to-end tracking to monitor your parcel from our warehouse to your delivery address.

  • Track your order live anytime using our portal: Track My Order.
  • Tracking status updates within 24 hours of physical carrier pick-up during UAE working days.
  • If tracking shows no movement for more than 5 consecutive UAE business days, contact support at elvora76@gmail.com for priority carrier investigation.

5. Damaged, Missing, or Delayed Shipments

We guarantee safe arrival of your gear. Follow these steps if your package arrives damaged or delayed:

  • Damaged Packaging: Inspect cartons upon delivery. If merchandise is damaged, take clear photographs of the box and product and file a claim within 7 business days.
  • Non-Delivery Claims: If tracking states "Delivered" but the package cannot be located, contact our team within 5 days to initiate a formal carrier investigation.
  • Customer Support Contact: Reach out to elvora76@gmail.com during UAE business hours (Monday-Thursday 9am-5pm, Friday 9am-12pm GST) with your order number for swift assistance.