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Shipping & Returns

Shipping Policy


All orders may require 24-48 hours processing time before shipping. does not process orders during weekends. does not guarantee same day shipping. offers shipping by air freight, sea freight or by courier as chosen by its customer.

Exact delivery times cannot be guaranteed. will NOT deal with or provide any services or products to OFAC sanctioned countries in accordance with the law of UAE


 Placing An Order:

Placing an order can be done from the website, by telephone . Should you place an order from the website, you have to be sure that personal data is correct and updated. suggests the Customer to proof-read his/her form several times before validating an order. is neither responsible for sending e-mails to the wrong e-mail address nor for sending parcels to the wrong delivery address if the form is incorrectly filled-out.

 Processing Time:

You can expect your order to be processed within approximately 24-48 hours, provided the items are in stock and there are no problems with payment verification. does not guarantee same day-shipping. Orders are not processed on weekends and holidays.

Order Acceptance Policy:

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. reserves the right at any time after receipt of your order to accept or decline your order for any reason. reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. We may require additional verification or information before accepting any order.

 Order Acknowledgement: will keep you informed of your order status via e-mail. All tracking information will be emailed to your ID once your order has processed or changed status. You may also acquire your order status and other live updates by logging in to your account on our Web site.

Change Orders:

You may request a change to your order provided the order has not already been charged to your account. Please call us during's hours of operation to request a change to your order. Please have your sales order (SO) or customer number ready for better assistance. We strongly discourage sending change order requests via email because it is unlikely we will receive the message in time to make an adjustment due to the sheer volume of emails we receive each day.

 Cancel Orders:

You may request that an order be cancelled provided the order has not already been processed and shipped. Simply call us during's hours of operation to request an order cancellation. We strongly discourage sending order cancellation requests via email because it is unlikely we will receive the message in time to void the order due to the sheer volume of emails we receive each day.

Delivery/Shipment Policy

Multiple shipments/delivery may result in multiple postings to the cardholder's monthly statement.

PAYMENT currently offers pay Locally payments and Online Payment solution. In order to protect the website visitors to the best of our knowledge, we implement several security policies and certificates. These layers of protection could be by-passed if the user's computer is/was infected with a virus or malicious software. or its associated partners and employees cannot be held responsible in such a scenario or circumstance. reserves the right to refuse a delivery or honor an order from a Customer who has not paid part or the totality of a previous order or with whom a litigious dispute is in progress. also reserves the right to take any necessary steps including legal action in case of outstanding or non-payment of fees by you.



The order form filled out online by the Customer cannot be considered as an invoice. Regardless of the purchase or payment methods, the Customer receives an invoice inside his/her parcel when it is delivered. A digital/hard copy of each invoice is registered in data base.


SECURITY will take all reasonable precautions to ensure the security of any payment details included in your order nevertheless, barring direct negligence on our part, we cannot be held liable for any losses incurred as a result of unauthorized access to information you may provide. If you have any queries or issues regarding security at please contact



If any dispute, claim, controversy or difference (including in relation to any tortious or statutory claim) ("Dispute") arises out of or in connection with or in relation to this User Agreement, including (without limitation) any question regarding the formation, existence, scope, performance, interpretation, validity or termination of this User Agreement or this clause, or any question regarding the legal relationships established by this User Agreement or the consequences of its nullity, then the parties shall first attempt amicably to settle the Dispute through good-faith negotiations over a period of thirty (30) calendar days commencing on the date that a party first sends to the other party a written notice of the Dispute.


In the event that a Dispute has not been settled amicably by the relevant parties by the end of such thirty (30) calendar day-period, the parties hereby agree that the Dispute shall be referred to and finally resolved by binding arbitration as set out below, under the Arbitration Rules of the Dubai International Financial Centre - London Court of International Arbitration ("LCIA"), which rules ("Rules") are deemed to be incorporated by reference into this clause. The number of arbitrators shall be one. The parties to the arbitration shall seek to agree on a sole arbitrator to be nominated to the LCIA court for appointment. If the parties to the arbitration fail to nominate a sole arbitrator within 30 days from the date of the service of the request upon the respondent (or such greater or lesser period as may be fixed by the LCIA Court), the sole arbitrator shall be appointed by the LCIA Court. The seat or legal place of the arbitration shall be Dubai International Financial Centre in Dubai, UAE.


The arbitration proceedings shall be conducted in the English language and the award shall be in English. The foregoing provisions of this clause are without prejudice to the right of to seek interim relief at any time from any court of competent jurisdiction (whether or not an arbitrator has been appointed) and shall not be deemed to have breached this arbitration agreement or infringed the powers of the arbitrator for having done so.





If you are dissatisfied with the Site or any content or materials on it, your sole exclusive remedy is to discontinue your use of it. Further, you agree that any unauthorized use of the Site and its services as a result of your negligent act or omission would result in irreparable injury to and shall treat any such unauthorized use as subject to the Terms and Conditions of this User Agreement.



This User Agreement is governed by, and construed in accordance with, UAE law. This clause will survive any expiry or cancellation of this User Agreement for any reason.

In case of any disputes the law applicable would be based on the UAE Governing Law. will NOT deal or provide any services or products to any of OFAC sanctions countries in compliance with the law of UAE.

 United Arab of Emirates is your company’s country of domicile.

 We accept payments online using Visa and MasterCard credit/debit card in the (USD). If "Credit Card Online" is selected as the payment methods, then the details on the Customers ID (Card holder’s ID) should exactly match that of the credit card used to make the purchase.

Pre Order

Pre-order is a service that lets you order a product before the official launch date.

Delivery: We aim to deliver pre-ordered products on the official launch date, provided that we have received and processed your payment. This is not always possible due to availability at our warehouse. Delivery charges may apply to all pre-orders unless otherwise stated. Standard Delivery timelines will apply from the moment the pre-ordered product is available. We reserve the right to cancel any order for reason that we may or may not disclose. Delivery date for the pre-ordered items may change without any prior notice or confirmation.

 Payment: Payment must be made in advance to confirm your preorder. If for any reason you would like to cancel your order before shipment you must do so at least 3 days before we dispatch your order.

Return, Refund & Exchange Policy

Dubai Cartz offers returns for defective/damaged products within 48 hours of receipt of the shipment to you if the product is eligible for return. Products such as lingerie, underwear and consumables are not eligible for return. Products that are not eligible for return cannot be returned under any circumstances. A product will not be accepted as returned until it has been notified to the customer that it is accepted for return. Defective products has to be reported within 24 hours of receiving the items and has to be returned to the local office within 48 hours of receiving the item. 
Once the item reaches our fulfillment center, allow for up to two (2) business days for us to receive and process your returned product. After the return is processed, it may take up to fifteen (15) to thirty (30) business days for the refund or replace, and in case of refund it will be the price of the product, excluding shipping charges, which will be given as credit. Your refund is subject to the condition of the returned product.

In case fails to fulfil your order for any reason with in our control or force majeure, the customer will be offered with a credit for the same amount to the wallet/as a voucher and in case needed, a refund will be provided within 7 to 10 business days from the day of notification of failure of fulfilment.

Products eligible for returns will only be accepted under the following conditions: 

Electronics and Mobiles 

  1. The product must be returned with the original packaging, sealed, and unopened. 

  2. If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect. 

  3. If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned too. 

Beauty and Health 

  1. Hair and personal care, vitamins-dietary supplements and sports nutrition products are not eligible for return. 

  2. Beauty (Cosmetics, Skin Care, etc.), fragrances and Health products that are opened or used will not be accepted. 


  1. Apparels such as underwear, lingerie, swimwear, bra, socks & tights are not eligible for return. 

  2. Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all their labels and tags completely intact, in original packaging. 

  3. Footwear, eyewear, watches, bags & luggage must be returned in their original packaging with all tags completely intact. 

Home & Kitchen 

  1. Furniture and large home appliances are not eligible for return. 

  2. Unwrapped bedding products will not be accepted for return. 

  3. Products that have been used, altered, assembled, or installed will not be accepted unless they are defective. 

Sports & Outdoors 

  1. Products eligible for return can be returned only if the product is not used and is in the original packaging. 

Toys & Games 

  1. Dressing up costumes are non-returnable 

  2. Toys and Games that are used, activated or missing parts will not be accepted for return 

Baby Products 

  1. Hygiene-related products, feeding & training accessories, diapers and accessories, bath care, and medical treatment products are not eligible for return. 

  2. Baby products eligible for return must be returned with the original packaging, sealed, and unopened. 


  1. All perishable items are non-returnable. 


  1. The product must be returned with the original packaging, sealed, and unopened. 

  2. If the product has been used, or the product’s original box was opened, or the original seal was removed, we will decline the refund and return the product back to you unless there is a manufacturing defect. 

  3. If the product is not working due to a manufacturing defect, the original box, information booklet, and all other accessories must be returned too. 

Tools & Home Improvement 

  1. The item must be returned in its original condition, including all original packaging and materials (manuals, accessories, etc.) 

  2. Any item which is used or damaged will not be accepted for return. 


  1. Books will not be accepted for return. 

Pet Supplies 

  1. Products that are eligible for a return, unused, and in the original packaging can be returned. It must be in the same condition as the customer received it. 

  2. Perishable goods such as food treats and supplements cannot be returned. 


Stationery & Office Supplies 

  1. Any item which is used or damaged will not be accepted. 

General conditions applicable to all returns 

Dubai Cartz shall reserve the right to return a product to the customer if the product returned does not meet any of its guidelines or conditions. The customer shall not be entitled to any refund if the product is not eligible for return. In the case a product is declined for a return request at any stage, we will make two (2) attempts to deliver the product back to the customer. In case both attempts of delivery are unsuccessful, we will hold the product for three (3) business days only in our delivery hub. The customer can raise a request for another attempt with our customer care team within three (3) business days post the last notified attempt. If we receive the request from the customer for another attempt within three (3) business days post the last notified attempt, we can arrange the last attempt for delivery within two (2) business days otherwise the item will be sent for liquidation and the customer won’t be able to request for the delivery of the product again. 

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