Shipping policy

International Shipping and Delivery Policy

Effective date: [INSERT DATE]
Last updated: [INSERT DATE]

This Shipping and Delivery Policy explains how [INSERT LEGAL BUSINESS NAME], trading as [INSERT STORE NAME] (“we,” “us,” or “our”), processes and delivers orders placed through [INSERT WEBSITE ADDRESS].

Our store sells surplus, clearance, short-dated and expired original, compatible and remanufactured ink cartridges, toner cartridges and related printer consumables.

1. Countries and Regions We Serve

Subject to courier service availability, customs requirements and product restrictions, we may ship to:

  • The United Arab Emirates.

  • Saudi Arabia.

  • Oman.

  • Qatar.

  • Bahrain.

  • Kuwait.

  • Other Middle Eastern countries.

  • The United States of America.

  • Germany.

  • European Union countries.

  • The United Kingdom.

  • Other selected European and international destinations.

The availability of delivery to a particular country will normally be displayed at checkout.

The appearance of a country at checkout does not guarantee that every product can legally or safely be shipped to that country. We may cancel an order if the product is restricted by a courier, airline, customs authority or destination-country law.

2. Order Processing

Orders are normally processed within [1–3 business days] after payment has been confirmed.

Orders placed during weekends, UAE public holidays or outside our working hours will be processed on the next available business day.

Processing time is separate from transit and customs-clearance time.

We may contact you before dispatch to confirm:

  • Your delivery address.

  • Your telephone number.

  • Your tax or identification details where required.

  • Your printer model and cartridge compatibility.

  • Your preferred delivery service.

  • Information required for customs clearance.

  • Payment for any additional shipping charges.

Orders may be delayed if the information provided is incorrect or incomplete.

3. Estimated Delivery Times

Estimated delivery times after dispatch are:

United Arab Emirates

  • Dubai, Sharjah and Ajman: 1–3 business days.

  • Abu Dhabi, Al Ain, Fujairah, Ras Al Khaimah and Umm Al Quwain: 2–5 business days.

  • Remote UAE areas: 3–7 business days.

Middle East and GCC

  • Saudi Arabia, Oman, Qatar, Bahrain and Kuwait: 3–10 business days.

  • Other Middle Eastern destinations: 5–15 business days.

United States

  • Express delivery: 4–10 business days.

  • Economy or postal delivery: 8–25 business days.

Germany and European Union

  • Express delivery: 4–10 business days.

  • Economy or postal delivery: 7–21 business days.

United Kingdom and Other European Countries

  • Express delivery: 4–12 business days.

  • Economy or postal delivery: 8–25 business days.

These timeframes are estimates only and do not include unexpected customs delays.

Delivery times may be affected by:

  • Customs inspections.

  • Import-document requirements.

  • Public holidays.

  • Severe weather.

  • Flight or transport disruption.

  • Security checks.

  • Remote-area delivery.

  • Incorrect customer information.

  • Unpaid import duties or taxes.

  • Events outside our reasonable control.

We do not guarantee a particular delivery date unless this has been expressly confirmed by us in writing.

4. Shipping Charges

Shipping charges depend on:

  • Destination country.

  • Parcel weight.

  • Parcel dimensions.

  • Number of products.

  • Courier service.

  • Express or economy delivery.

  • Remote-area surcharges.

  • Customs handling requirements.

  • Any special packaging requirements.

The applicable shipping charge will normally be displayed at checkout or communicated through a separate shipping quotation.

Free shipping promotions, when available, apply only to the countries, order values and delivery methods stated in the promotion.

International shipping charges are generally non-refundable after an order has been dispatched, except where required by applicable law or where the shipment problem was caused by our error.

5. Customs Duties, VAT and Import Taxes

International orders may be subject to:

  • Customs duties.

  • Import VAT or sales tax.

  • Tariffs.

  • Brokerage fees.

  • Customs-clearance fees.

  • Postal handling charges.

  • Remote-area fees.

  • Other government or courier charges.

The amount charged depends on the destination country, product classification, country of origin and declared value.

Unless duties and taxes are specifically shown and collected at checkout, international orders are shipped on a Delivered at Place basis, meaning that the customer or recipient is responsible for paying all destination-country import duties, taxes, brokerage charges and clearance fees.

Where we offer duties-paid delivery and collect duties or taxes at checkout, this will be clearly indicated before the order is completed.

We cannot guarantee the amount of duties or taxes that may be charged by customs authorities.

Customers should contact their local customs authority before ordering if they need an estimate of possible import charges.

6. Importer of Record

Unless otherwise agreed in writing, the customer or recipient will be considered the importer of record for international shipments.

The importer of record is responsible for:

  • Confirming that the product may legally be imported.

  • Providing identification or tax information required by customs.

  • Paying applicable duties, taxes and fees.

  • Cooperating with customs and the courier.

  • Obtaining any required permits, approvals or registrations.

  • Ensuring compliance with destination-country laws.

We are not responsible for delays or losses resulting from the customer’s failure to complete customs-clearance requirements.

7. Customs Declarations

We will declare the parcel contents and transaction value accurately on shipping and customs documents.

We cannot:

  • Declare a commercial purchase as a gift.

  • Intentionally reduce the declared value.

  • Use an incorrect product description.

  • Provide false customs information.

  • Remove required commercial invoices or customs documents.

Customers must not request us to submit inaccurate customs information.

8. Product Import and Courier Restrictions

Some ink and toner products may be subject to special courier, aviation, postal, environmental or import restrictions.

Restrictions may depend on:

  • Whether the cartridge contains liquid ink, toner powder or pressurised components.

  • Product quantity.

  • Packaging condition.

  • Product classification.

  • Country of origin.

  • Destination country.

  • Courier or airline rules.

  • Whether the product is classified as hazardous, restricted or controlled.

We reserve the right to:

  • Change the selected shipping method.

  • Request additional packaging charges.

  • Ship an order in separate parcels.

  • Refuse or cancel an order.

  • Restrict the quantity shipped.

  • Request additional documentation.

If we cannot ship an item legally or safely, we will cancel the affected item and refund the amount paid for that item.

9. Expired and Short-Dated Product Disclosure

Some products sold through our store are expired, short-dated, old stock, discontinued, clearance or surplus products.

The relevant product condition will be stated on the product page wherever applicable.

International customers acknowledge that:

  • The manufacturer’s expiry date may have passed.

  • Manufacturer support or warranty may no longer apply.

  • Packaging may show shelf wear, fading, dents, labels or discolouration.

  • Customs authorities may inspect the shipment.

  • Destination-country import rules may differ from UAE rules.

The expiry or short-dated condition of a product does not remove any mandatory rights that the customer has under applicable consumer-protection law.

10. Printer and Regional Compatibility

Printer cartridges may have regional coding, chip, firmware or model compatibility requirements.

Before placing an order, customers must verify:

  • The exact printer brand and model.

  • Cartridge or toner model number.

  • Regional cartridge number.

  • Chip compatibility.

  • Printer firmware requirements.

  • Voltage compatibility where the order includes electronic accessories.

  • Whether the printer accepts cartridges from another sales region.

We are not responsible for compatibility issues when the correct product information was displayed and the customer ordered a cartridge for the wrong printer, model or region.

Customers may contact us before ordering for compatibility assistance.

11. Delivery Address and Contact Information

Customers must provide:

  • Full legal name.

  • Complete street address.

  • Building, apartment, office or unit number.

  • City.

  • State, province, emirate or region.

  • Postal or ZIP code.

  • Country.

  • Working telephone number.

  • Valid email address.

  • Tax or identification number where legally required.

Courier companies may contact customers through telephone, SMS, email or WhatsApp.

We are not responsible for delays, losses or additional expenses caused by incorrect or incomplete customer information.

Address changes may not be possible after dispatch.

12. Tracking

Where tracking is available, we will provide a tracking number through:

  • Email.

  • SMS.

  • WhatsApp.

  • The customer’s online account.

  • Another available communication method.

Tracking information may take up to 48 hours to update after dispatch.

Customers are responsible for monitoring the tracking status and responding promptly to requests from the courier or customs authority.

13. Customs Delays

Customs-clearance times are controlled by government authorities and are outside our direct control.

Customs may:

  • Inspect the parcel.

  • Request invoices or proof of payment.

  • Request customer identification.

  • Reclassify the product.

  • Assess additional duties or taxes.

  • Delay, return, seize or refuse entry to the shipment.

We will provide reasonable assistance with shipping documents, but we cannot guarantee that customs will release a shipment within a particular period.

A customs delay alone does not automatically qualify an order for cancellation or refund while the shipment remains in transit or under customs review.

14. Refused or Unpaid Customs Charges

If a customer refuses delivery or fails to pay customs duties, import VAT, taxes, brokerage fees or clearance charges, the shipment may be:

  • Held by customs or the courier.

  • Returned to us.

  • Abandoned.

  • Destroyed.

  • Seized by the relevant authority.

Where permitted by law, any refund for a returned shipment may be reduced by:

  • Original shipping charges.

  • Return shipping charges.

  • Customs charges.

  • Import or export taxes.

  • Courier handling fees.

  • Brokerage fees.

  • Storage charges.

  • Disposal charges.

  • Other costs incurred by us.

A refund can normally be considered only after the parcel has been safely returned to us and inspected.

If the courier or customs authority abandons, destroys or seizes a parcel because the customer did not complete import requirements or pay applicable charges, we may be unable to provide a refund, except where applicable law requires otherwise.

15. Failed Delivery Attempts

The courier may make one or more delivery attempts.

If delivery fails because:

  • Nobody was available.

  • The recipient did not respond.

  • The address was incorrect.

  • Access to the property was unavailable.

  • The recipient refused the parcel.

  • Identification or customs documents were not provided.

The parcel may be returned to us.

The customer may be responsible for additional redelivery or return-shipping charges.

16. Damaged Parcels

Please inspect the parcel immediately after delivery.

If the parcel arrives visibly damaged:

  1. Photograph the outer packaging before opening it.

  2. Photograph the shipping label.

  3. Photograph the internal packaging and products.

  4. Keep all packaging materials.

  5. Contact us within 48 hours of delivery.

Where possible, customers should also make an unboxing video.

Do not discard or use a damaged product until we have reviewed the claim.

Failure to retain the parcel and packaging may affect our ability to submit a courier claim.

17. Missing or Incorrect Items

If your order contains a missing or incorrect item, contact us within 48 hours of delivery.

Please provide:

  • Order number.

  • Photographs of all products received.

  • Photographs of the parcel and shipping label.

  • A description of the missing or incorrect product.

If we confirm that we made an error, we may provide a replacement, refund or other suitable remedy.

18. Lost Shipments

A shipment will not be considered lost merely because it is delayed.

If tracking has not updated for an unusual period, we will request an investigation from the courier.

A refund or replacement may be considered after:

  • The courier declares the parcel lost.

  • The courier completes its investigation.

  • Any required customer documents have been submitted.

Courier investigations may take several weeks, particularly for international postal shipments.

19. Separate Shipments

Large or mixed orders may be sent in more than one parcel.

Different parcels may:

  • Have separate tracking numbers.

  • Arrive on different dates.

  • Be cleared separately by customs.

  • Be subject to separate courier or customs charges.

Receiving one parcel does not necessarily mean that the remaining items are missing.

20. Order Changes and Cancellations

Orders may be changed or cancelled only before packing or dispatch.

Once an order has been dispatched, it cannot normally be cancelled through our shipping department.

Customers should contact us immediately when requesting a change to:

  • Product model.

  • Quantity.

  • Delivery address.

  • Telephone number.

  • Delivery country.

  • Shipping method.

We cannot guarantee that a requested change can be completed.

Mandatory cancellation or withdrawal rights available under applicable consumer law remain unaffected.

21. Returns from International Destinations

Customers must contact us and receive return instructions before sending any product back.

Unauthorised international returns may be refused.

Unless the product is defective, incorrect or otherwise covered by mandatory consumer law, the customer may be responsible for:

  • Return shipping.

  • Export documentation.

  • Customs-clearance charges.

  • Insurance.

  • Tracking.

  • Any applicable import or re-import charges.

Returned products must be packaged securely and sent using a traceable service.

Our separate Refund and Return Policy applies to all return requests.

22. European Union and German Customers

Customers located in Germany or another European Union country may have mandatory consumer rights, including rights relating to:

  • Pre-contract information.

  • Delivery.

  • Cancellation or withdrawal.

  • Returns.

  • Faulty or non-conforming goods.

  • Refunds.

Nothing in this Shipping and Delivery Policy excludes or limits rights that cannot legally be excluded or limited.

Where a conflict exists between this policy and mandatory consumer law, the mandatory law will apply.

23. Business Customers

Different shipping, payment, return and warranty terms may apply to wholesale, reseller and other business-to-business orders.

Any special B2B terms must be confirmed in a written quotation, invoice, purchase order or agreement.

The customer is responsible for informing us before purchase when an order is being placed for commercial resale or business use.

24. Events Beyond Our Control

We are not responsible for a delay or failure caused by events outside our reasonable control, including:

  • Severe weather.

  • Flooding or natural disasters.

  • War, civil disturbance or sanctions.

  • Government action.

  • Customs restrictions.

  • Border closures.

  • Labour strikes.

  • Flight cancellations.

  • Courier interruption.

  • Cyber incidents.

  • Public-health restrictions.

  • Other force majeure events.

We will make reasonable efforts to communicate with affected customers and arrange a suitable solution where possible.

25. Contact Us

For shipping, delivery or customs enquiries, contact:

Legal business name: [INSERT LEGAL BUSINESS NAME]
Store name: [INSERT STORE NAME]
Website: [INSERT WEBSITE ADDRESS]
Email: [INSERT SUPPORT EMAIL]
Telephone/WhatsApp: [INSERT CONTACT NUMBER]
Business address: [INSERT REGISTERED BUSINESS ADDRESS]
Country of dispatch: United Arab Emirates

Please include your order number when contacting us.