Shipping policy

Shipping Policy

At Metro Mart, we aim to provide a smooth, reliable, and convenient delivery experience for customers across the United Arab Emirates.

By placing an order through our website, you agree to the terms outlined in this Shipping Policy.

Shipping Coverage

Metro Mart currently delivers to customers across the United Arab Emirates (UAE).

Delivery availability may vary depending on the customer's location, courier coverage, or other operational limitations.

If we are unable to deliver to your location, our customer support team will contact you.

Order Processing

Orders are normally processed within 1–2 business days after order confirmation.

Cash on Delivery orders may be confirmed through phone, WhatsApp, SMS, or another available communication method before dispatch.

Orders placed during weekends, public holidays, or promotional periods may require additional processing time.

Estimated Delivery Time

Most UAE orders are typically delivered within approximately:

2–5 business days

Delivery times are estimates and may vary depending on:

  • Customer location

  • Courier availability

  • Public holidays

  • Weather conditions

  • High order volumes

  • Incorrect or incomplete delivery information

  • Events outside our reasonable control

We will make reasonable efforts to deliver orders within the estimated delivery period.

Shipping Charges

Applicable shipping or delivery charges will be displayed on the product page, checkout page, or communicated before the order is completed.

Metro Mart may occasionally offer Free Delivery as part of a promotion or special offer.

Any applicable conditions will be clearly stated on our website.

Cash on Delivery

Cash on Delivery may be available for eligible orders within the UAE.

Customers selecting Cash on Delivery must provide:

  • Correct full name

  • Valid UAE phone number

  • Complete delivery address

  • Correct Emirate and area information

Customers should ensure that someone is available to receive and pay for the order at the delivery address.

Order Confirmation

Metro Mart may contact customers before dispatch to verify or confirm an order.

If we are unable to contact the customer using the provided details, the order may be delayed or cancelled.

Delivery Attempts

Courier partners may contact the customer before attempting delivery.

If a delivery attempt is unsuccessful because the customer is unavailable, cannot be contacted, refuses the shipment, or has provided an incorrect address, another delivery attempt may be arranged where available.

Additional delivery charges may apply for repeated delivery attempts where permitted and applicable.

Incorrect Delivery Information

Customers are responsible for providing complete and accurate shipping information.

Metro Mart will not be responsible for delays caused by:

  • Incorrect phone numbers

  • Incomplete addresses

  • Incorrect building or apartment details

  • Incorrect Emirate or area information

  • Customer unavailability

If you notice an error in your delivery details, please contact us as soon as possible before the order is dispatched.

Order Tracking

Where tracking is available, customers may receive tracking information through email, SMS, WhatsApp, or another available communication method.

Tracking updates are provided by the courier and may occasionally take time to appear in the courier's system.

Delayed Orders

While we aim to deliver all orders on time, unexpected delays may occur.

If your order is significantly delayed, please contact our customer support team at:

Email: metromart018@gmail.com

Please include your order number and registered phone number so we can assist you efficiently.

Damaged Packages

Customers should inspect their order after receiving it.

If your parcel or product arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible.

We may request:

  • Your order number

  • Photos of the product

  • Photos of the packaging

  • Photos of the shipping label

  • A short video showing the issue where necessary

Eligible cases will be handled according to our Return & Refund Policy and applicable UAE consumer protection requirements.

Refused Orders

Customers are requested to place orders only when they genuinely intend to receive them.

Repeated refusal of confirmed Cash on Delivery orders may result in Metro Mart restricting Cash on Delivery or future orders associated with the same customer details.

Order Cancellation

If you would like to cancel your order, please contact us as soon as possible at:

metromart018@gmail.com

We will attempt to cancel the order if it has not already been processed or dispatched.

Once an order has been handed over to the courier, cancellation may no longer be possible. In such cases, our Return & Refund Policy may apply after delivery.

Lost or Missing Orders

If tracking shows that your order has been delivered but you have not received it, please:

  1. Check with family members, reception, security, or anyone who may have received the parcel on your behalf.

  2. Verify that the delivery address provided with your order was correct.

  3. Contact Metro Mart customer support.

We will work with the courier partner to investigate the matter where appropriate.

Public Holidays and Peak Periods

Delivery may take longer during:

  • UAE public holidays

  • Ramadan or Eid periods

  • Major sales campaigns

  • Promotional events

  • High-volume shopping periods

We appreciate your patience during these periods.

Changes to This Shipping Policy

Metro Mart may update this Shipping Policy from time to time to reflect changes in our shipping practices, courier arrangements, services, or applicable requirements.

The latest version will always be available on our website.

Contact Us

For shipping, delivery, tracking, or order-related questions, please contact:

Metro Mart
United Arab Emirates
Email: metromart018@gmail.com

Last Updated: September 2026