Shipping policy
Shipping Policy
Last updated: 14 September 2025
Brand: Syncom Wellness Marketplace (“we”, “our”, “us”)
1) Order Processing & Stock Availability
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Processing time: Orders are processed within 5 business days (Excluding public holidays), and subject to stock availability.
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Cut-off time: Orders placed after 2:00 PM GST begin processing on the next business day.
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According to stock: If any item is unavailable after checkout, we will contact you within 24–48 hours to offer:
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Free cancellation & full refund, or
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Backorder with an estimated ship date, or
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Replacement of equal value (with your approval).
We may ship available items separately at no extra cost.
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2) Shipping Destinations
We ship worldwide except where service is unavailable or restricted by sanctions/regulations. If we cannot ship to your country, we will notify you and refund the affected item(s).
3) Shipping Methods & Estimated Transit Times*
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UAE: 10–15 business days
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GCC (Saudi Arabia, Kuwait, Qatar, Bahrain, Oman): up to 20 business days
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International (outside GCC): 20–30 business days
*Transit times are estimates from the ship date (after processing) and may vary due to customs clearance, carrier capacity, weather, or local holidays.
4) Shipping Fees
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UAE: Free over AED 1,000; orders below AED 1,000: AED 100 flat
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GCC: Standard AED 150 · Express AED 250
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International (outside GCC): Standard AED 300 · Express AED 450
Final fees at checkout depend on weight, dimensions, and destination.
5) Duties, Taxes & Import Fees
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Incoterms: Unless stated otherwise, international shipments are sent DAP/DDU (Delivered At Place) — import duties, taxes, and fees are the customer’s responsibility and are collected by the carrier prior to or at delivery.
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If DDP (Delivered Duty Paid) is offered at checkout, import charges are included in your total.
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Customs rules vary by country; please check local regulations before ordering.
6) Address Accuracy & P.O. Boxes
Please ensure your full address, phone number, and postcode are accurate. We are not responsible for delays or losses due to incorrect/incomplete addresses. P.O. Boxes / APO/FPO: Not supported for courier delivery.
7) Order Tracking
When your order ships, you’ll receive a shipping confirmation, and we’ll share updates at every step (dispatched, in transit, out for delivery, and delivered). Tracking links may take up to 24 hours to activate. You can also track anytime from your account page or the “Track shipment” link in your email/SMS.
8) Delivery Attempts & Unclaimed Packages
Couriers typically make up to 3 attempts. If delivery fails and the parcel is returned to us, we can reship (new postage applies) or refund the product price minus original shipping (if any). Refused/unclaimed shipments may incur return handling fees charged by the carrier.
9) Delays, Lost, or Damaged Shipments
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Delays: Weather, customs, and peak seasons may extend transit times.
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Damage on arrival: Please photograph the parcel and contents and contact us within 48 hours of delivery.
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Lost shipments: If tracking shows no movement for 7 business days (UAE) or 10–14 business days (international), contact us so we can open a carrier investigation. Resolution (replacement or refund) follows the carrier’s outcome.
10) Split Shipments
To speed delivery, your order may ship in multiple parcels at no extra cost. You will receive tracking for each parcel.
11) Product Restrictions
Certain items (e.g., batteries, aerosols, some medical/beauty devices) may face carrier or destination restrictions. If an item cannot be shipped to your country, we will notify you and refund that item.
12) Holiday & Peak Periods
During Eid, year-end holidays, and major sales, processing and transit may take longer. We recommend ordering early to avoid delays.
13) Support
Questions about delivery, duties, or tracking?