Thank you for shopping with our HORECA marketplace platform. This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered across the United Arab Emirates (UAE).
Delivery Coverage
We currently provide delivery services across most areas within the UAE, including:
We currently provide delivery services across most areas within the UAE, including:
- Dubai – Next-day delivery
- Abu Dhabi – Next-day delivery
- Sharjah – Next-day delivery
- Ajman – Next-day delivery
- Ras Al Khaimah – Weekly 1 times
- Fujairah – Weekly 1 time
- Umm Al Quwain – Weekly 1 times
- Al Ain and other supported regions—1 time weekly
Delivery availability may vary depending on supplier location and product type
Delivery Time
Estimated delivery timelines:
- Same-day delivery (selected products/locations)
- Next-day delivery
- 1–3 business days for standard orders
Delivery times may vary due to:
- Product availability
- Supplier processing time
- Weather conditions
- Public holidays
- Traffic or courier delays
Frozen, chilled, and fresh products may require scheduled delivery timing.
Order Processing
Orders are processed for delivery after:
- Payment confirmation
- Vendor acceptance
- Stock verification
Orders placed after cut of time (morning 8 am) may be processed on the next working day.
Delivery Charges
Delivery charges may vary depending on:
- Delivery location
- Order value
- Product category
- Weight or volume
- Vendor policies
Some vendors may offer:
- Free delivery above minimum order value
- Area-based delivery fees
- Scheduled delivery services
Applicable delivery charges will be displayed during checkout.
Multi-Vendor Orders
As a multi-vendor marketplace:
- Products from different suppliers may arrive separately
- Delivery timings may differ by vendor
- Separate delivery fees may apply for different vendors
Customers will receive updates regarding order status when available.
Delivery Requirements
Customers are responsible for:
- Providing accurate delivery information
- Ensuring someone is available to receive the order
- Providing valid contact details
Failed delivery attempts due to incorrect information or unavailable recipients may result in:
Order cancellation
Additional delivery charges
Order delays
Frozen, Chilled & Perishable Products
For frozen, chilled, and fresh food products:
- Immediate refrigeration/storage is recommended upon delivery
- Products should be inspected at the time of delivery
- Returns may not be accepted once products are received in good condition
We prioritize temperature-controlled handling whenever applicable.
Delivery Delays
While we aim to deliver orders on time, delays may occur due to:
- High order volume
- Supplier delays
- Courier issues
- UAE weather conditions
- Government restrictions or emergencies
We are not liable for delays beyond reasonable control.
Damaged or Missing Items
Customers should inspect orders upon delivery.
If you receive:
Missing items
Damaged products
Incorrect items
please contact customer support within the specified reporting period with:
Order number
Product photos (if applicable).
Description of the issue
Approved claims may qualify for:
Replacement
Refund
Store credit
Delivery Refusal
Orders may be refused or canceled if:
Unsafe delivery conditions exist
Delivery address is inaccessible
Contact details are incorrect
Payment verification fails
Order Tracking
By WhatsApp
Payment verification fails