Shipping policy

This policy outlines shipping terms for FMCG products from Emirwa Global Trading to our B2B clients in the Maldives and internationally.

Contact: [[email protected]] | [your-phone-number]

1. Shipping Destinations

Current Markets:

  • Primary: Maldives (all atolls and islands)
  • Base: United Arab Emirates (UAE)
  • Future: Global expansion planned

Some products may have destination restrictions based on local regulations.

2. Processing Time

  • Standard orders: 1-3 business days
  • Bulk orders: 3-7 business days
  • Rush processing: Available upon request (additional fees apply)

Orders placed on weekends/holidays are processed the next business day. You'll receive order confirmation within 24 hours and tracking information once shipped.

3. Shipping Methods & Delivery Times

To Maldives:

  • Standard Shipping: 5-10 business days
  • Express Shipping: 2-4 business days
  • Freight (Bulk): 7-14 business days

International:

  • 7-21 business days depending on destination
  • Express options available

Note: Delivery times are estimates. Actual delivery may vary due to customs, weather, or carrier delays.

4. Shipping Costs

Calculated based on:

  • Order weight and dimensions
  • Destination location
  • Shipping method selected

Free Shipping: Available for orders over [amount] AED to Maldives (standard shipping only)

Additional Fees: Remote area surcharges, fuel surcharges, and special handling fees may apply.

5. Tracking

  • Tracking number sent via email once shipped
  • Track on carrier's website
  • Contact us if tracking hasn't updated in 48 hours

Carriers we use: DHL, FedEx, Aramex, sea freight partners, and local Maldives delivery services.

6. Delivery

Your Responsibilities:

  • Provide accurate delivery address and contact information
  • Ensure someone is available to receive shipment
  • Inspect immediately upon delivery
  • Note any damage on delivery receipt before signing
  • Report issues within 48-72 hours

Delivery Attempts:

  • Carriers make 2-3 delivery attempts
  • Unclaimed packages held at carrier facility or returned (return fees apply)

7. Customs & International Shipping

Documentation:

  • We provide all necessary customs documents (commercial invoice, packing list, certificates)
  • Accurate product descriptions and values declared

Customs Duties & Taxes:

  • Your responsibility: All customs duties, import taxes, and fees
  • Paid directly to customs or carrier upon delivery
  • NOT included in our shipping costs
  • We cannot predict exact amounts

Customs Clearance:

  • Takes 1-5 business days (varies by country)
  • You may need to provide additional documentation
  • We assist with paperwork but cannot control customs processes

Refused Shipments:

  • You pay return shipping costs
  • Original shipping fees non-refundable

8. Damaged or Lost Shipments

Damaged Products:

  • Report within 48-72 hours with photos of damage
  • We file carrier claim
  • Replacement or refund provided once approved

Lost Shipments:

  • Contact us if shipment hasn't arrived within expected timeframe
  • We investigate with carrier (7-14 days)
  • Replacement or refund for confirmed losses

All shipments are insured for their declared value.

9. Address Issues

Your Responsibility:

  • Provide complete, accurate addresses
  • Include: recipient name, company, street address, city, postal code, phone number

Address Errors:

  • We're not responsible for delays due to incorrect addresses
  • Carrier correction fees passed to you
  • Returned shipments due to address errors subject to return fees

Changes: Contact us immediately. Changes may not be possible once in transit.

10. Temperature-Sensitive Products

  • Shipped with insulated packaging and cooling elements
  • Express shipping recommended for perishables
  • Inspect immediately upon delivery
  • Report issues within 24 hours

We're not responsible for spoilage due to delays beyond our control.

11. Undeliverable Packages

Reasons: Incorrect address, recipient unavailable, refused delivery, customs issues, unpaid duties

Result:

  • Package returned to us
  • You pay return shipping costs
  • Original shipping fees non-refundable
  • Product refund subject to Return Policy

12. Peak Seasons & Delays

High Volume Periods: Ramadan, Eid, holidays, tourist season

  • Processing and delivery times may be extended
  • Order early for timely delivery

Delay Causes: Customs, weather, carrier issues, holidays, port congestion, pandemic restrictions

  • We'll notify you of known delays
  • We'll provide regular updates
  • Shipping fees non-refundable for delays beyond our control

13. Special Arrangements

For Regular Clients:

  • Scheduled deliveries
  • Consolidated shipments
  • Multiple location delivery
  • Negotiated rates

Bulk Orders:

  • Custom shipping solutions
  • Freight consolidation
  • Discounted rates

Urgent Orders:

  • Same-day/next-day processing available
  • Premium express options
  • Additional fees apply

14. Packaging

  • Products securely packed to prevent damage
  • Food-grade packaging for FMCG products
  • Sealed and labeled per shipping regulations
  • Recyclable materials used when possible

15. Policy Updates

We may update this policy to reflect changes in carriers, methods, destinations, or costs. Updates posted on our website with notification to active clients.

16. Contact Us

Shipping Department
Email: [[email protected]]
Phone: [your-phone-number]
WhatsApp: [your-whatsapp]
Address: [Your Complete Address], United Arab Emirates
Hours: [Your business hours in GST/UAE time]

Response Time:

  • Urgent issues: 4-6 hours (business hours)
  • General inquiries: Within 24 hours
  • Weekends/Holidays: Next business day