Shipping & Delivery Policy

1. Introduction

At IOFFER DOT AE FZE ("iOffer," "we," "us," or "our"), we strive to deliver your orders quickly and safely across the United Arab Emirates. This Shipping and Delivery Policy outlines our delivery areas, charges, timeframes, and process.

Company Information:

• Legal Name: IOFFER DOT AE FZE
• License Number: 6650
• License Type: E-Commerce License
• Registration Authority: Sharjah Research Technology and Innovation Park Free Zone Authority (SRTI Park)
• Contact Email: [email protected]
• Contact Phone: +971 545 878 363
• Website: ioffer.ae

Warehouse Location: As an e-commerce-only platform, we operate from our warehouse facility in accordance with our SRTI Park Free Zone license, enabling us to serve customers across all UAE emirates.

2. Delivery Coverage

2.1 Service Areas

We deliver to all areas across the United Arab Emirates, including:

Emirates Covered:

• Dubai
• Abu Dhabi
• Sharjah
• Ajman
• Umm Al Quwain
• Ras Al Khaimah
• Fujairah

Areas Included:

• Urban and city centers
• Suburban areas
• Remote locations (subject to courier accessibility)
• Free zones
• Residential and commercial addresses

2.2 Address Requirements

To ensure successful delivery, please provide:

• Complete address with building name/number
• Street name and area
• Emirate
• Nearest landmark (if available)
• Accurate contact phone number
• Alternative contact number (recommended)

2.3 Restricted Delivery Locations

Delivery may not be possible or may incur additional charges for:

• Military zones requiring special clearance
• Extremely remote desert areas
• Locations inaccessible to courier vehicles
• P.O. Boxes (not supported - physical address required)

3. Delivery Charges

3.1 Standard Shipping Charges

Flat Rate Shipping:

• 12 AED for orders below 150 AED
• Applied uniformly across all UAE emirates

Free Shipping:

• FREE delivery on orders of 150 AED and above
• No minimum quantity requirement, only order value
• Automatically applied at checkout

3.2 Shipping Charge Calculation

• Shipping charges are based on order value, not weight or size
• Shipping charges are calculated at checkout before payment
• All shipping charges are inclusive of VAT

3.3 Additional Charges

In exceptional cases, additional charges may apply for:

• Remote or hard-to-reach locations (communicated before shipment)
• Multiple delivery attempts due to customer unavailability
• Special handling requirements (large or fragile items)
• You will be informed of any additional charges before shipment

4. Delivery Timeframes

4.1 Standard Delivery Promise

We strive to deliver within 48 hours from the time your order is confirmed.

Order Confirmation:

• Your order is confirmed when you receive an order confirmation email/notification
• Delivery timeframe begins after order confirmation

Typical Delivery Time:

• 1-2 business days for most areas in UAE
• Orders placed before 2:00 PM UAE time may be processed the same day
• Orders placed after 2:00 PM may be processed the next business day

4.2 Factors Affecting Delivery Time

Delivery may take longer due to:

Order-Related Factors:

• Payment verification (especially for COD and new customers)
• Out-of-stock items requiring restocking
• High order volumes during sales and promotions
• Product preparation and quality checks

External Factors:

• Public holidays and weekends
• Courier capacity and availability
• Weather conditions (rare but possible)
• Traffic and road conditions
• Remote or hard-to-access locations
• National events or closures

Uncertainties: As stated in our promise, delivery times are estimates. While we aim for 48-hour delivery, uncertainties beyond our control may occasionally cause delays. We appreciate your understanding.

4.3 Peak Seasons

During peak shopping seasons, delivery may take longer:

• Ramadan
• Eid holidays
• National Day
• New Year
• Black Friday and major sales events

We will communicate expected delays during peak periods.

4.4 Order Processing Time

• Orders are processed during business hours: 9:00 AM - 6:00 PM UAE Time
• Orders placed on weekends or public holidays will be processed on the next business day

5. Delivery Partners

5.1 Current Courier Service

We currently use Ajex as our primary courier partner for deliveries across the UAE.

About Ajex:

• Professional courier service
• Experienced delivery personnel
• Real-time tracking capabilities
• Coverage across all UAE emirates

5.2 Courier Partner Changes

Important: Our courier partner is subject to change at any time based on:

• Service quality and reliability
• Cost efficiency
• Coverage and speed
• Customer feedback

We reserve the right to change courier partners without prior notice to improve service quality.

5.3 Third-Party Courier Terms

• Delivery is subject to the courier's terms and conditions
• We coordinate with couriers but are not liable for their delays or conduct
• Couriers operate as independent service providers

6. Order Tracking

6.1 Tracking Information

Once your order is shipped, you will receive:

• Shipment confirmation email/SMS
• Tracking number
• Link to track your order
• Estimated delivery date

6.2 Tracking Methods

Track your order through:

• iOffer Website: Log in to your account and view order status
• iOffer App: Check order tracking in the app
• Tracking Link: Click the link provided in your shipment notification
• Customer Support: Contact us with your order number

6.3 Tracking Updates

You will receive notifications at key stages:

• Order confirmed
• Order packed and ready for shipment
• Order picked up by courier
• Out for delivery
• Delivered

7. Delivery Process

7.1 Delivery Attempts

• The courier will make 1-2 delivery attempts to your address
• You will receive a call from the courier before delivery
• Please ensure someone is available to receive the order

7.2 Successful Delivery

• The courier will deliver the package to your provided address
• Signature or acknowledgment may be required
• For COD orders, payment must be made in cash at the time of delivery

7.3 Failed Delivery Attempts

If the courier cannot deliver due to:

• No one available at the address
• Incorrect or incomplete address
• Customer not reachable by phone

Next Steps:

• The courier will attempt redelivery (if applicable)
• You will be contacted to reschedule delivery
• Additional delivery charges may apply for multiple attempts

7.4 Customer Unavailability

If you will not be available:

• Provide an alternative contact who can receive the order
• Arrange delivery for a specific date/time (subject to courier availability)
• Ensure someone is available at the delivery address

8. Delivery Inspection

8.1 Package Inspection

Important: Please inspect your package upon delivery.

Check for:

• Visible damage to the outer packaging
• Tampered or opened boxes
• Crushed or dented packages

8.2 Damaged Packaging

If the package appears severely damaged:

• Do not accept delivery or note the damage before accepting
• Take photos of the damaged package (all angles)
• Contact customer support immediately at +971 545 878 363 or [email protected]

8.3 Product Inspection

After accepting delivery:

• Open and inspect the product as soon as possible
• Check for missing items or damages
• Compare with your order confirmation

If there are issues:

• Contact us within 24 hours for damaged or defective products
• Refer to our Returns Policy for return procedures

9. Proof of Delivery

9.1 Delivery Confirmation

The courier will obtain proof of delivery through:

• Recipient signature
• Photo of delivered package
• Confirmation from recipient
• OTP verification (if applicable)

9.2 Delivery Disputes

If there is a dispute about whether delivery occurred:

• We will investigate with the courier
• Proof of delivery records will be reviewed
• GPS delivery location may be checked
• Contact history will be reviewed

10. International Shipping

10.1 UAE Only

Currently, we only ship within the United Arab Emirates.

We do not offer:

• International shipping to other countries
• Shipping to GCC countries
• Cross-border deliveries

10.2 Future Expansion

We may expand to international shipping in the future. Check our website for updates on shipping to other regions.

11. Special Delivery Instructions

11.1 Delivery Instructions

You may provide special delivery instructions at checkout:

• "Leave at reception"
• "Call upon arrival"
• "Deliver to security"
• Preferred delivery time window (subject to courier availability)

Note: We will do our best to follow instructions, but cannot guarantee compliance as delivery is managed by third-party couriers.

11.2 Safe Place Delivery

• We do not leave packages unattended without confirmation
• Packages require acknowledgment from a person
• We are not liable for packages left unattended per customer request

12. Bulk and Large Orders

12.1 Large Item Delivery

For large or heavy items (e.g., large appliances):

• Delivery to ground floor or reception only
• No assembly or installation services (unless separately arranged)
• Unpacking and placement inside premises not included
• Special delivery arrangements may be required (we will contact you)

12.2 Bulk Orders

For orders with multiple items or large quantities:

• May require additional processing time
• May be delivered in multiple shipments
• We will inform you if your order will be split

13. Undeliverable Orders

13.1 Return to Warehouse

Orders will be returned to our warehouse if:

• Customer is unreachable after multiple attempts
• Delivery address is incorrect or invalid
• Customer refuses delivery
• Package is unclaimed

13.2 Unclaimed Orders

If your order is returned to us:

• We will contact you to arrange redelivery
• Redelivery charges may apply
• If not claimed within 14 days, the order may be cancelled and refunded (return shipping costs deducted)

14. Order Modifications After Shipment

14.1 Address Changes

• Address changes cannot be made once the order is shipped
• Contact the courier directly if you need to redirect delivery (may not always be possible)
• If redelivery to a new address is needed, additional charges may apply

14.2 Delivery Date Changes

• We will attempt to accommodate delivery date change requests
• Not guaranteed once the order is out for delivery
• Contact customer support as early as possible

15. Cash on Delivery (COD)

15.1 COD Process

For COD orders:

• Prepare exact cash amount (couriers may not have change)
• Payment must be made to the courier at the time of delivery
• Obtain a receipt from the courier for your payment
• Do not pay anyone other than the official courier

15.2 COD Refusal

If you refuse a COD order without valid reason:

• Return shipping charges will be deducted from any refund
• Repeated COD refusals may result in COD being disabled for your account

16. Responsibilities and Liabilities

16.1 Our Responsibilities

We are responsible for:

• Processing orders accurately
• Packing products securely
• Coordinating with couriers for timely delivery
• Providing tracking information
• Addressing delivery issues

16.2 Courier Responsibilities

The courier is responsible for:

• Safe transportation of packages
• Timely delivery
• Contacting customers for delivery
• Obtaining proof of delivery

16.3 Customer Responsibilities

You are responsible for:

• Providing accurate delivery information
• Being available or arranging someone to receive delivery
• Inspecting packages upon receipt
• Reporting issues promptly

16.4 Limitations of Liability

We are not liable for:

• Delays caused by couriers beyond our control
• Delivery failures due to incorrect address or customer unavailability
• Delays due to force majeure events (weather, natural disasters, government restrictions)
• Loss or damage after successful delivery and acceptance

17. Force Majeure

Delivery may be delayed or suspended due to circumstances beyond our control:

• Natural disasters
• Pandemics or health emergencies
• Government restrictions or lockdowns
• Labor strikes
• War, terrorism, or civil unrest
• Severe weather conditions
• Utility or internet outages

We will communicate any known delays and resume delivery as soon as possible.

18. Customer Support for Delivery Issues

For delivery-related questions, issues, or assistance:

IOFFER DOT AE FZE

• Email: [email protected]
• Phone: +971 545 878 363
• WhatsApp: +971 545 878 363
• Live Chat: ioffer.ae
• Support Hours: 9:00 AM - 11:00 PM UAE Time
• Response Time: Within 12 hours

Common Delivery Issues We Can Help With:

• Tracking updates
• Delayed deliveries
• Failed delivery attempts
• Address corrections (before shipment)
• Damaged or missing items
• Delivery rescheduling

19. Policy Updates

We may update this Shipping and Delivery Policy from time to time. Changes will be posted on our website and app with an updated "Last Updated" date. Continued use of our Platform after changes constitutes acceptance of the updated policy.

We are committed to getting your orders to you quickly and safely. Thank you for choosing iOffer!

For real-time assistance with your delivery, contact our customer support team.

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