Last updated October 16, 2025

SUMMARY OF KEY POINTS

We offer in-store pickup (free) and courier delivery (UAE, GCC, international). Free UAE shipping on orders AED 300+. Standard UAE delivery: 1-2 business days (AED 25). Same-day delivery available (cut-off 3 PM). International orders: 5-15 business days (customs duties your responsibility). Delivery times are estimates only (not guaranteed). Risk passes to you upon courier handover. We’re not liable for courier delays, customs issues, incorrect addresses, or post-dispatch loss/damage. Restricted items subject to compliance screening and may be refused or delayed.

Nothing in this Shipping & Delivery Policy limits, excludes, or waives any mandatory, non-waivable consumer protection rights you have under:

  • Federal Decree-Law No. 15 of 2020 on Consumer Protection (UAE);
  • Federal Decree-Law No. 50 of 2022, Civil Transactions Law (seller’s warranty against hidden defects, delivery obligations);
  • EU Consumer Rights Directive, UK Consumer Contracts Regulations (for EU/UK customers);
  • Other applicable mandatory consumer protection laws;

Where mandatory law provides greater rights than this Policy, mandatory law prevails.

(For comprehensive preservation of mandatory consumer rights, see Terms and Conditions, Section 20.7 – Mandatory UAE Consumer Protection Rights Preserved).

Table of Contents

1. SHIPPING & FULFILLMENT OPTIONS

1.1 Available Fulfillment Methods

We offer the following fulfillment options for confirmed orders:

(a) In-Store Pickup (Click & Collect) – FREE (see Section 1.2);
(b) Courier Delivery (UAE, GCC, International) (see Section 1.3);
(c) Supplier Direct Shipment (where applicable) (see Section 1.4);

Selection at Checkout: You select your preferred fulfillment method during checkout. Availability and costs are displayed and confirmed before payment.

1.2 In-Store Pickup (Click & Collect)

1.2.1 Availability and Cost

In-store pickup is available for all confirmed orders (unless otherwise specified for specific items) at no additional charge (FREE).

Pickup Location:
Maslool Hunting Requisites Trading
Shop No. 49, M-Floor
Al Rais Shopping Centre
74 Al Mankhool Road, Al Raffa, Bur Dubai
Dubai, United Arab Emirates

1.2.2 Pickup Hours

Monday – Friday: 9:00 AM – 9:00 PM
Saturday: 9:30 AM – 3:00 PM
Sunday: 3:00 PM – 9:00 PM

Closed: UAE Public Holidays (dates announced on Website or via email)

Note: Pickup hours are subject to change. Check Website or contact us for current hours before visiting.

1.2.3 Order Ready Notification

When your order is ready for pickup, you will receive notification via:

(a) Email (to the email address provided at checkout);
(b) SMS (to the mobile number provided at checkout); AND/OR
(c) WhatsApp (if you provided WhatsApp number or opted in);

Ready Time: Orders are typically ready for pickup within:

  • Same day (if ordered before 12:00 PM noon on business days);
  • Next business day (if ordered after 12:00 PM or on weekends/holidays);
  • 1-3 business days (for special orders, made-to-order, or out-of-stock items requiring restocking);
1.2.4 Pickup Requirements

To collect your order, you MUST present:

(a) Valid Government-Issued Photo ID:

  • UAE residents: Emirates ID (front and back);
  • Visitors/tourists: Passport;
  • Other: Driver’s license or national ID card (with photo);

(b) Order Confirmation:

  • Printed copy of order confirmation email; OR
  • Order number (written or displayed on mobile device); OR
  • “Ready for Pickup” notification email or SMS;

(c) Payment Receipt (if paid online/in advance):

  • Confirmation of payment (email receipt, bank statement, payment app confirmation);

Age Verification: For age-restricted items (18+ or 21+), we will verify your age using your ID. If you do not meet the minimum age requirement, pickup will be refused and you will be offered a refund (see Terms and Conditions, Section 4.2 – Age Requirements and Eligibility Verification).

Authorized Representative: If someone other than the purchaser will collect the order, you must:

  • Notify us in advance (via email to info@maslool.ae or WhatsApp +971 50 504 1792);
  • Provide the representative’s name and ID details;
  • The representative must present their own valid ID and your order confirmation;
  • Age-restricted items: Representative must meet minimum age requirement;
1.2.5 Inspection Upon Pickup

You are encouraged (and have the right) to inspect the order at the time of pickup before leaving the Store premises:

(a) Verify items match your order (correct products, quantities, specifications);
(b) Check for visible damage, defects, or missing components;
(c) Test functionality (where feasible and safe);

By accepting and leaving the Store premises with the order, you are deemed to have inspected and accepted the products in their condition at pickup, unless:

  • Defects are hidden or not reasonably discoverable upon visual inspection;
  • Items are sealed in original packaging (unopened) and inspection is not possible without breaking seals;

(See Terms and Conditions, Section 9.3.2 – Inspection Upon Delivery for comprehensive inspection obligations and consequences).

1.2.6 Unclaimed Orders (Abandoned Pickups)

If you do not collect your order within fourteen (14) calendar days from the date of “Ready for Pickup” notification:

(a) Your order will be deemed abandoned and may be automatically cancelled;

(b) You will be charged:

  • Restocking fee: 2% of order value (minimum AED 5, maximum AED 200); AND/OR
  • Storage or handling fee: AED 10 per day (from day 8 onward), maximum AED 100;

(c) Refund (if applicable): Refund of amounts paid LESS restocking fee, storage fees, and any non-recoverable costs (payment processing fees);

(d) No refund (if order was made-to-order, custom, or personalized): Deposit and full payment are forfeited as liquidated damages;

Extension: If you need additional time to collect, contact us before the 14-day period expires to request extension (granted at Maslool’s discretion; storage fees may apply).

1.3 Courier Delivery (Domestic & International)

1.3.1 Service Providers

We offer courier delivery through trusted third-party courier services and logistics partners, including but not limited to:

(a) UAE Domestic: Aramex, Emirates Post, DHL, FedEx, or other licensed UAE couriers;
(b) GCC and International: DHL Express, FedEx International, Aramex International, UPS, or other international carriers;

Maslool’s Discretion: We select the courier service based on destination, product type, delivery speed, cost-efficiency, and availability. You cannot specify a particular courier (unless special arrangements are made and agreed in writing).

1.3.2 Delivery Address Requirements

You MUST provide:

(a) Complete and accurate delivery address, including:

  • Recipient name (full name);
  • Street address (building name/number, street name, area/district);
  • City, Emirate, and Country;
  • P.O. Box (if applicable);
  • Postal code / ZIP code (where applicable);
  • Landmark or additional directions (if address is difficult to locate);

(b) Valid contact telephone number (mobile number with country code);

(c) Email address (for tracking and delivery notifications);

Your Responsibility: You are solely responsible for providing accurate, complete, and up-to-date delivery information. (See Terms and Conditions, Section 6.6 – Billing Information & Accuracy for consequences of inaccurate information).

Consequences of Incorrect Address:

  • Delivery failures, delays, or mis-deliveries;
  • Return-to-sender (RTS) fees, re-delivery fees, or address correction fees charged to you;
  • Refusal of re-delivery (at Maslool’s discretion) and refund less shipping costs, restocking fees, and courier fees;
1.3.3 Delivery to Restricted Locations

We cannot deliver to the following locations (orders will be cancelled or held pending alternative address):

(a) P.O. Boxes (for certain items or couriers that do not accept P.O. Box delivery);
(b) Military bases, embassies, or government facilities (unless pre-approved and compliant with security protocols);
(c) Offshore locations, oil rigs, or vessels (marine/offshore addresses);
(d) Prohibited or sanctioned destinations (countries or territories subject to UAE, UN, US, EU, or UK sanctions);
(e) Addresses in conflict zones, war zones, or areas of civil unrest;
(f) High-risk destinations (as determined by Maslool or courier for security or compliance reasons);

(See Terms and Conditions, Section 6.4.5 – Refusal to Ship to High-Risk Destinations).

1.3.4 Business vs. Residential Delivery

(a) Residential Delivery:

  • Standard delivery to home addresses, apartment buildings, or residential complexes;
  • May require recipient signature or ID verification;
  • Couriers may leave with building security or reception (if authorized by you);

(b) Business Delivery:

  • Delivery to office buildings, commercial addresses, or business premises;
  • Delivery during business hours only (typically 9 AM – 5 PM, Monday-Friday);
  • May require recipient name, company name, and contact person;

Specify at Checkout: Indicate whether address is residential or business to ensure proper delivery handling.

1.4 Supplier Direct Shipment (Drop Shipping)

1.4.1 When Direct Shipment Occurs

For operational efficiency, cost savings, or faster delivery, certain items in your order may be shipped directly from authorized suppliers, manufacturers, distributors, or warehouses (not from Maslool’s physical Store), including:

(a) Bulk items or large products (swords, large knives, specialty equipment);
(b) Special orders, pre-orders, or backorders (sourced from suppliers);
(c) Items held at supplier/manufacturer warehouses (for inventory optimization);
(d) International orders (shipped from manufacturer locations closer to destination);

1.4.2 No Additional Charges

No extra delivery charges will be applied beyond the confirmed order total (shipping cost displayed at checkout) if items ship from multiple locations or suppliers.

One Shipping Fee: You pay one shipping fee at checkout (based on your selected delivery option), regardless of whether items ship from Maslool’s Store, supplier warehouse, or multiple locations.

1.4.3 Tracking and Communication

(a) You will receive separate tracking numbers for each shipment (if order is split across multiple suppliers or warehouses);

(b) Tracking information for all shipments will be sent via email or SMS;

(c) Items may arrive on different dates (not simultaneously);

1.4.4 Quality and Warranty

Supplier direct shipments are subject to the same quality standards, warranties, and return policies as items shipped from Maslool’s Store (see Terms and Conditions, Section 9 – Warranties & After-Sales Support and Return & Refund Policy).

Maslool remains responsible for order fulfillment, product quality, and customer service, regardless of which warehouse or supplier ships the item.

2.1 Shipping Rate Structure

Shipping costs are calculated based on:

(a) Destination (UAE, GCC, International);
(b) Weight and dimensions of items;
(c) Delivery speed (Standard, Express, Same-Day);
(d) Order value (free shipping thresholds);

Rates Displayed at Checkout: Final shipping cost is calculated and displayed at checkout before payment. You accept the shipping cost by completing payment.

2.2 UAE Domestic Shipping Rates

Service TypeEstimated DeliveryCost / Notes
Free Standard Shipping1–2 business daysFREE on UAE orders of AED 300 and above (before taxes)
Standard Delivery1–2 business daysAED 25 (flat rate) for orders below AED 300
Express Delivery (Nothern Emirates)Same day or next dayAED 50–75 (varies by location and order size)
Same-Day Delivery (Dubai Express only)Same day (cut-off 5:00 PM)AED 50 (available for orders placed before 5 PM on business days; Dubai Metro areas only)

Notes:
Business days: Sunday-Thursday (excludes Friday-Saturday weekends and UAE public holidays);
Cut-off times: Orders placed after cut-off time (5 PM for same-day) will be processed next business day;
Same-day delivery availability: Limited to Dubai, Sharjah & Ajman Metro areas; check availability at checkout.

2.3 GCC Shipping Rates

Service TypeEstimated DeliveryCost / Notes
GCC Standard2–5 business daysAED 50–150 (rate calculated at checkout based on destination country)
GCC Express1–3 business daysAED 100–250 (rate calculated at checkout based on destination country)

GCC Countries: Saudi Arabia, Kuwait, Bahrain, Oman, Qatar

Customs Duties: GCC customs duties, import taxes, or inspection fees (if any) are your responsibility (see Section 5 – International Deliveries & Customs Duties).

2.4 International Shipping Rates

Service TypeEstimated DeliveryCost / Notes
International Standard5–15 business daysAED 100–500 (varies by destination, weight, and size; calculated at checkout)
International Express3–7 business daysAED 200–800 (varies by destination, weight, and size; calculated at checkout)

Countries Served: We deliver to most countries worldwide (subject to restrictions and sanctions – see Section 3 – Shipping Restrictions & Compliance).

Customs Duties & Taxes: Excluded from shipping cost; your responsibility to pay upon delivery or customs clearance (see Section 5).

2.5 Delivery Timeframes are Estimates Only

2.5.1 No Guaranteed Delivery Dates

All delivery timeframes (1-2 days, 2-5 days, 5-15 days, etc.) are estimates only and are NOT guarantees, commitments, or binding promises of delivery by a specific date.

Actual delivery times may vary based on:

(a) Order processing time (1-2 business days for standard items; longer for custom, pre-order, or backorder items);
(b) Courier network performance (courier delays, backlogs, capacity constraints, staffing issues);
(c) Destination location (urban vs. remote areas, accessibility, address accuracy);
(d) Customs clearance (international orders – customs inspections, documentation, duties payment);
(e) Weather conditions (extreme weather, sandstorms, flooding, natural disasters);
(f) Force Majeure events (see Section 9 – Delays or Force Majeure);
(g) Public holidays, peak seasons, or high-volume periods (Eid, Ramadan, National Day, Black Friday, year-end holidays);

2.5.2 No Liability for Delivery Delays

Maslool is NOT liable for any losses, damages, or consequences arising from delivery delays (missed events, gift occasions, deadlines, alternative sourcing costs, opportunity losses, consequential damages), EXCEPT:

(a) Where delay is caused by Maslool’s proven fraud, gross negligence, or willful misconduct (not ordinary negligence or courier delays);

(b) Where mandatory UAE consumer protection law requires liability for unreasonable delays;

(See Terms and Conditions, Section 21.2 – Exclusion of Consequential Damages and Section 19 – Force Majeure).

2.5.3 Your Remedies for Excessive Delays

If delivery is unreasonably delayed (exceeding estimated timeframe by more than 14 days for UAE domestic, or 30 days for international), you may:

(a) Contact us to request order status update and revised estimated delivery date;

(b) Cancel the order and request a full refund (if order has not yet been dispatched or is significantly delayed);

(See Terms and Conditions, Section 17.4.3 – Right to Cancel for Unreasonable or Excessive Delay for detailed cancellation rights and procedures).

3.1 Regulated and Restricted Items

Certain products sold by Maslool — including but not limited to knives, swords, blades, edged tools, pointed items, tactical equipment, outdoor equipment, hunting requisites, and similar items — are subject to UAE and international import, transport, possession, and carriage laws, regulations, and restrictions.

(See Terms and Conditions, Section 1.2 – Licensing & Regulatory Framework, Section 5.5 – Regulatory & Export/Import Compliance, and Section 7.1.3 – Unlawful Procurement & Prohibited Transactions).

3.2 Right to Decline, Delay, or Cancel Shipments

Maslool reserves the absolute right to decline, delay, hold, cancel, or refuse any shipment or delivery where:

(a) Violation of Laws or Regulations:

  • Shipment would violate UAE law, destination country law, or international law (export controls, sanctions, arms control, customs regulations);
  • Items are prohibited, restricted, or controlled in destination jurisdiction (import bans, licensing requirements, age restrictions);

(b) Incomplete or Unverifiable Information:

  • Delivery address is incomplete, inaccurate, suspicious, or unverifiable (fake address, high-risk location, freight forwarder used to evade restrictions);
  • Recipient identity, age, or eligibility cannot be verified (see Terms and Conditions, Section 3.3 – Verification & Requests for Evidence);

(c) Licensing or Documentation Requirements:

  • Items require import permits, licenses, end-user certificates, or regulatory approvals that customer has not provided or obtained;
  • Age verification required (18+ or 21+) and customer has not provided proof of age;

(d) Compliance or Sanctions Concerns:

  • Customer is on sanctions lists (UAE, UN, OFAC, EU, UK) or is a Politically Exposed Person (PEP) with elevated risk;
  • Destination is a sanctioned country or high-risk jurisdiction;
  • Transaction exhibits red flags for export control violations, sanctions evasion, or unlawful diversion;

(See Terms and Conditions, Section 18 – Sanctions, AML/CFT & Compliance Screening for detailed compliance screening obligations).

(e) Safety or Security Concerns:

  • Shipment poses safety risks (hazardous materials, improperly packaged items);
  • Security concerns (suspected fraud, identity theft, stolen payment methods);

3.3 Customer’s Sole Responsibility for Compliance

You are SOLELY and EXCLUSIVELY responsible for:

(a) Ensuring that products you order are lawful to import, possess, own, carry, and use in your destination jurisdiction;

(b) Obtaining all necessary permits, licenses, authorizations, or approvals required by your destination country (import permits, weapons permits, age verification);

(c) Complying with all local laws, regulations, customs requirements, and restrictions governing possession, carriage, transport, or use of edged, pointed, or regulated items;

(d) Paying all customs duties, import taxes, inspection fees, or other charges imposed by destination country authorities;

(See Terms and Conditions, Section 5.5.3 – Your Sole Responsibility and Section 6.3 – International Taxes, Duties & Import Charges).

3.4 No Representations or Warranties of Legality

Maslool makes NO representation, warranty, or guarantee that:

(a) Products are lawful to import, possess, or use in your destination jurisdiction;
(b) Shipment will clear customs or be released by authorities;
(c) Delivery will be completed without delays, seizures, or confiscations;

You accept all risks associated with cross-border shipment of regulated items (see Terms and Conditions, Section 6.4.4 – No Representation of Legality in Your Jurisdiction).

3.5 Consequences of Refusal, Delay, or Cancellation

If Maslool refuses, delays, or cancels a shipment under Section 3.2:

(a) Notification: We will notify you via email or telephone (where practicable) of the refusal and the general reason (without violating tipping-off prohibitions under AML/CFT law);

(b) Refund: If shipment is cancelled before dispatch, you will receive a full refund of amounts paid (product price, shipping fee) within 14-30 business days;

(c) No Refund: If shipment is cancelled after dispatch (due to customs refusal, regulatory action, or destination country prohibition), no refund of shipping costs; product refund subject to successful return-to-sender (RTS) and condition upon return;

(d) No Liability: Maslool has no liability for losses, damages, or consequences arising from shipment refusal, cancellation, customs seizure, or regulatory action (see Section 8.3 – No Liability for Customs Seizure or Confiscation).

4.1 Order Processing Time

4.1.1 Standard Processing Time

Orders are processed (picked, packed, and prepared for dispatch) within:

(a) 1-2 business days for in-stock items (regular products available in our Store or warehouse);

(b) 3-7 business days for special orders, backorders, or restocking items (items that need to be ordered from suppliers or restocked);

(c) 3-14 business days for custom products, made-to-order items, or personalized items (engraving, customization, special fabrication) (see Terms and Conditions, Section 17.5.4 – Production Timeline and Delivery Estimates);

Processing begins after:

  • Payment is confirmed and cleared (credit card authorization, bank transfer received);
  • Identity or age verification is completed (if required);
  • Compliance screening is cleared (sanctions screening, AML/CFT screening);
4.1.2 Business Days Defined

Business days: Sunday through Thursday (UAE business week), excluding:

  • Fridays and Saturdays (UAE weekends);
  • UAE Public Holidays (New Year’s Day, Eid Al-Fitr, Eid Al-Adha, Islamic New Year, Prophet’s Birthday, UAE National Day, etc.);

Orders placed on weekends or public holidays will be processed on the next business day.

4.1.3 Cut-Off Times

Orders must be placed before 5:00 PM UAE time on business days to be processed same day.

Orders placed after 5:00 PM will be processed next business day.

4.2 Order Confirmation and Dispatch Notification

4.2.1 Order Confirmation Email

Upon successful order placement and payment, you will receive an Order Confirmation Email (typically within 5-30 minutes) containing:

(a) Order number (unique reference for tracking);
(b) Order summary (items ordered, quantities, prices, shipping address);
(c) Payment confirmation (amount charged, payment method);
(d) Estimated processing and delivery timeframe;

Check Spam/Junk Folder: If you do not receive order confirmation within 1 hour, check your spam/junk folder or contact us at info@maslool.ae.

4.2.2 Shipping Confirmation and Tracking Information

Once your order is dispatched (handed to courier or shipped from warehouse), you will receive a Shipping Confirmation Email and/or SMS containing:

(a) Shipment confirmation (order has been dispatched);
(b) Tracking number (courier tracking number or AWB – Air Waybill number);
(c) Courier service provider (Aramex, DHL, FedEx, Emirates Post, etc.);
(d) Tracking link (direct link to courier’s tracking portal);
(e) Estimated delivery date (based on courier’s estimate);

Track Your Shipment:

  • Use tracking number and link provided in email/SMS;
  • Visit courier’s website and enter tracking number;
  • Contact courier’s customer service for real-time status updates;

4.3 Delivery Attempts and Failed Deliveries

4.3.1 Courier Delivery Attempts

Couriers typically make 1-3 delivery attempts to the address provided:

(a) First Attempt: Courier visits address at scheduled time; if recipient is unavailable, courier leaves notification card or SMS;

(b) Second Attempt (if first failed): Courier may attempt delivery again on next business day or at scheduled time (depending on courier policy);

(c) Third Attempt (if second failed): Final attempt; if unsuccessful, parcel may be returned to sender (RTS) or held at courier depot for pickup;

Delivery Notification: Courier will typically call, SMS, or leave notification card indicating:

  • Delivery attempt was made;
  • Options for re-delivery or pickup from courier depot;
  • Contact information for arranging re-delivery;
4.3.2 Reasons for Failed Delivery

Common reasons for failed delivery include:

(a) Recipient absent or unavailable (no one at address to receive and sign for parcel);
(b) Incorrect or incomplete address (address not found, wrong building number, missing details);
(c) Address inaccessible (gated community, security restrictions, construction blocking access);
(d) Recipient refused delivery (refused to accept parcel, refused to pay COD or customs duties);
(e) ID or age verification failed (recipient unable to provide ID or does not meet age requirement);
(f) Security or safety concerns (courier unable to access address safely);

4.3.3 Your Responsibility for Failed Delivery

You are responsible for:

(a) Providing accurate and complete address (see Section 1.3.2 – Delivery Address Requirements);

(b) Being available to receive delivery during courier’s operating hours (or arranging alternative pickup);

(c) Ensuring address is accessible (providing access codes, gate codes, security clearance, or special instructions);

(d) Monitoring tracking information and responding to courier notifications (SMS, calls, tracking updates);

4.3.4 Re-Delivery or Pickup Arrangements

If delivery fails, you may:

(a) Arrange Re-Delivery:

  • Contact courier using contact information provided in notification;
  • Schedule re-delivery at convenient time (may be subject to courier’s scheduling availability);
  • Re-delivery fees may apply (charged by courier or deducted from refund if order is cancelled);

(b) Pickup from Courier Depot:

  • Visit courier’s depot or service center to collect parcel in person;
  • Bring valid ID and tracking number or delivery notification card;
  • Depot pickup is typically available for 7-14 days before parcel is returned to sender (RTS);
4.3.5 Return-to-Sender (RTS) After Failed Delivery

If you do not arrange re-delivery or pickup within the courier’s holding period (typically 7-14 days), the parcel will be returned to sender (RTS) (returned to Maslool).

Upon RTS, you will be charged:

(a) Return shipping cost (cost of returning parcel from destination to UAE – charged by courier);
(b) Re-delivery fees (if re-delivery attempts were made);
(c) Address correction fees (if address was incorrect or incomplete);
(d) Restocking fee (2% of order value, minimum AED 5, maximum AED 200);

Refund (after RTS): Refund of product price LESS all courier fees, restocking fee, and original shipping cost (if you paid for shipping).

No Refund (if order was custom, made-to-order, or non-returnable): Deposit and payment forfeited; no refund issued.

5.1 International Shipping Availability

We deliver to most countries worldwide, subject to:

(a) Destination country not being on sanctions lists or embargoed (see Terms and Conditions, Section 18.3.1 – Sanctions and Restricted Parties Status);

(b) Products not being prohibited or restricted in destination country (import bans, weapons restrictions, controlled goods);

(c) Courier service availability (DHL, FedEx, Aramex, or other carriers serving destination);

Check Availability: Enter destination country at checkout to verify delivery availability and shipping cost.

5.2 Free Shipping Promotions Do Not Apply

Free UAE shipping promotions (e.g., free shipping on orders AED 300+) do NOT apply to international orders.

International orders are subject to standard international shipping rates calculated at checkout based on destination, weight, and delivery speed.

5.3 Customs Duties, Import Taxes, and Fees

5.3.1 Customer Responsibility for Customs Charges

You (the customer) are SOLELY and EXCLUSIVELY responsible for:

(a) Customs Duties (import duties, tariffs, ad valorem duties);

(b) Import VAT / GST (Value Added Tax, Goods and Services Tax, or other consumption taxes imposed by destination country);

(c) Customs Broker Fees (clearance fees, document processing fees, handling fees charged by customs brokers);

(d) Inspection Fees (customs inspection, X-ray, examination, or quarantine fees);

(e) Storage or Demurrage Fees (if parcel is held in customs warehouse for extended period);

(f) Other Charges (security surcharges, regulatory fees, or any other fees imposed by customs, border control, or government authorities in destination country);

(See Terms and Conditions, Section 6.3 – International Taxes, Duties & Import Charges).

5.3.2 Payment of Customs Duties

Customs duties and taxes are typically collected:

(a) Upon Delivery (Cash-on-Delivery for Duties):

  • Courier collects duties/taxes from you at the time of delivery (before releasing parcel);
  • You must pay in cash or card (depending on courier’s payment options);
  • Refusal to pay = delivery refused and parcel returned to sender (RTS) (at your expense);

(b) Pre-Payment (in some countries):

  • Customs or courier may contact you via email or phone to pre-pay duties/taxes online before delivery;

(c) Self-Clearance (where allowed):

  • You may clear parcel through customs yourself (visiting customs office, submitting documents, paying duties directly to customs);
5.3.3 Maslool Cannot Estimate or Pre-Pay Duties

Maslool has NO control over and cannot estimate, forecast, or pre-pay customs duties, import taxes, or fees on your behalf, because:

(a) Duties/taxes vary widely by:

  • Destination country (different countries have different duty rates, tax rates, and regulations);
  • Product classification (HS Code – Harmonized System commodity code);
  • Product value (declared value on customs declaration);
  • Duty exemptions or trade agreements (free trade agreements, duty-free thresholds);

(b) Customs authorities make final determination of duties/taxes based on their own assessment, inspection, and classification;

(c) Duties/taxes are calculated and collected at destination (by destination country customs or courier);

We are NOT responsible for inaccuracies, discrepancies, or unexpected duty amounts assessed by customs.

5.3.4 No Refunds for Customs Duties

Customs duties and taxes paid by you are NOT refundable by Maslool, even if:

(a) You return the product for refund (duties are collected by destination country government, not Maslool; we cannot refund government-imposed charges);

(b) Parcel is refused or returned to sender (duties may still be charged by customs);

(c) Product is defective or incorrect (you may claim refund for product price, but duties are non-refundable);

Reclaiming Duties: If you believe duties were incorrectly assessed or overcharged, contact destination country customs authorities or customs broker directly to request review or refund (Maslool cannot facilitate customs duty refunds).

5.4 Customs Clearance and Delays

5.4.1 Customs Clearance Process

International shipments must clear customs (border control inspection and regulatory clearance) in the destination country before delivery.

Customs clearance may involve:

(a) Document review (commercial invoice, packing list, export declaration, import permit);
(b) Physical inspection (X-ray, manual inspection, or examination of parcel contents);
(c) Classification and valuation (determining HS Code, assessing declared value, calculating duties/taxes);
(d) Regulatory checks (import restrictions, prohibited goods screening, licensing requirements);
(e) Payment collection (collecting duties/taxes before release);

5.4.2 Customs Delays

Customs clearance may cause delays (ranging from 1-2 days to several weeks or longer) due to:

(a) High volume of shipments (peak seasons, holidays, bottlenecks);
(b) Additional documentation required (import permits, licenses, certificates of origin);
(c) Inspection or examination (random or targeted inspections);
(d) Discrepancies or errors in documents (incorrect HS codes, valuation disputes);
(e) Customs strikes, system outages, or staffing shortages;

Maslool has NO control over customs clearance timelines, procedures, or decisions.

5.4.3 No Refunds for Customs Delays

Customs delays do NOT qualify for refunds, cancellations, or compensation (unless delay is unreasonable and excessive – see Terms and Conditions, Section 17.6.3 – Right to Cancel for Unreasonable or Excessive Delay).

Your exclusive remedy for excessive customs delays (exceeding 30 days) is to request order cancellation and refund (subject to parcel being returned to sender successfully).

5.5 Import Restrictions and Prohibitions

5.5.1 Customer’s Responsibility to Verify Legality

You MUST independently verify that products are lawful to import into your destination country BEFORE placing an order.

Common restrictions on knives, blades, swords, and edged items:

(a) Blade length restrictions (e.g., blades over 12 inches, 6 inches, or other limits prohibited);
(b) Automatic or spring-assisted mechanisms prohibited (switchblades, OTF knives, assisted-opening knives);
(c) Concealed carry restrictions (daggers, stilettos, concealed blades);
(d) Weapons classification (items classified as weapons, requiring licenses or prohibited entirely);
(e) Age restrictions (18+, 21+, or other minimum age for possession);
(f) Import permit or licensing requirements (police permits, weapons licenses, end-user certificates);

Check Destination Country Laws: Consult destination country customs authority, border control, or legal advisors before ordering.

5.5.2 Customs Refusal or Seizure

If customs refuses entry, seizes, confiscates, detains, or destroys your shipment due to:

(a) Products being prohibited or restricted in destination country;
(b) Missing permits, licenses, or documentation required by destination country;
(c) Violation of import laws or regulations;
(d) False or inaccurate customs declarations (undervaluation, misdescription);

You bear all responsibility and consequences (see Section 8.3 – No Liability for Customs Seizure or Confiscation).

5.6 Contact for International Shipping Support

For assistance with international shipments, customs, or import requirements:

Email: shipping@maslool.ae
Subject Line: “International Shipping Inquiry – Order #[Order Number]”

We will provide reasonable assistance (providing commercial invoices, customs declarations, product descriptions, HS codes), but cannot provide legal advice on import laws or facilitate customs clearance on your behalf.

6.1 Split Shipments (Multiple Shipments from One Order)

6.1.1 Why Orders May Be Split

For operational efficiency, cost savings, faster delivery, or inventory management, items in a single order may be shipped separately in multiple shipments from:

(a) Different warehouses or storage locations;
(b) Different suppliers or manufacturers (direct shipment – see Section 1.4);
(c) Different times (if some items are in stock and others are backordered or delayed);

6.1.2 No Additional Charges

No extra delivery charges will be applied beyond the confirmed order total (shipping cost displayed and paid at checkout).

One Shipping Fee Covers All Shipments: You pay one shipping fee at checkout, regardless of how many shipments are required to fulfill your order.

6.1.3 Separate Tracking Numbers

Each shipment will have its own tracking number (sent via email or SMS).

Items may arrive on different dates (not simultaneously).

6.2 Backorders (Temporarily Out-of-Stock Items)

6.2.1 What is a Backorder?

A “backorder” occurs when an item in your order was listed as “in stock” or “available” at the time of order placement but becomes temporarily unavailable after order placement due to:

(a) Stock discrepancies (inventory count errors);
(b) Concurrent orders depleting stock;
(c) Supplier delays or restocking delays;
(d) Quality issues or damage discovered before dispatch;

(See Terms and Conditions, Section 17.3 – Backorders for comprehensive backorder terms).

6.2.2 Notification and Options

If an item in your order is backordered, we will notify you promptly (typically within 1-3 business days of order placement) via email or phone and provide:

(a) Estimated restock date (if known) or estimated availability timeframe;

(b) Your options:

  • Wait for restock (no additional charge; order remains open; item will ship when available);
  • Cancel backordered item (refund for that item only; proceed with rest of order);
  • Substitute with alternative product (if available and acceptable to you);
  • Cancel entire order (full refund for all items);

(See Terms and Conditions, Section 17.3.2 – Notification & Options for detailed backorder options).

6.2.3 Dispatch When Available

Backordered items will be dispatched as soon as stock becomes available.

We will notify you when the backordered item is restocked and ready to ship or ready for pickup.

6.2.4 Right to Cancel Backorder

Maslool retains the right to cancel backordered items and issue refunds if:

(a) Item is discontinued by manufacturer or supplier;
(b) Fulfillment becomes impossible or commercially impractical;
(c) Delay exceeds 90 days from order date (extended backorder);

You will receive full refund for cancelled backordered items (see Terms and Conditions, Section 17.2.4 – Maslool’s Right to Cancel Pre-Orders).

7.1 Remote Area Delivery

Remote areas are locations that are:

(a) Outside courier’s standard service coverage (not regularly serviced by courier);
(b) Located in rural, isolated, or hard-to-reach areas (desert areas, mountain areas, islands, offshore locations);
(c) Requiring additional transportation, resources, or time to reach (beyond courier’s normal operating routes);

Examples: Remote desert areas, outlying Emirates (e.g., Fujairah mountain areas, Ras Al Khaimah remote areas), offshore islands, isolated communities.

7.2 Additional Charges for Remote Areas

Additional courier fees (remote area surcharges) may apply for deliveries to remote or out-of-coverage areas within the UAE or GCC.

Surcharge Amount: Typically AED 25-75 (varies by courier and location); charged by courier, not Maslool.

7.3 Notification Before Shipment

If a remote area surcharge applies to your delivery address, we will:

(a) Notify you via email or phone before shipping the order;

(b) Provide the surcharge amount and obtain your consent to proceed with delivery (and pay the surcharge);

(c) If you decline the surcharge, you may:

  • Change delivery address to non-remote area (no surcharge);
  • Select in-store pickup (free);
  • Cancel order and receive full refund;

No Surprise Charges: Remote area surcharges will NOT be charged without prior notification and consent.

8.1 Transfer of Title and Risk

8.1.1 When Title Passes to You

Legal title and ownership of products pass to you upon:

(a) Full payment is received and cleared by Maslool (credit card authorization, bank transfer cleared); AND

(b) Delivery occurs (as defined in Section 8.1.2);

Until full payment and delivery, Maslool retains title (see Terms and Conditions, Section 6.13.1 – Retention of Title Until Full Payment).

8.1.2 When Risk of Loss Passes to You

Risk of loss, damage, theft, or destruction passes to you upon:

(a) In-Store Pickup:

  • Physical handover of products to you (or your authorized representative) at the Store premises, following completion of inspection (if any) and signing of delivery receipt or collection acknowledgment;

(b) Courier Delivery (UAE, GCC, International):

  • Handover to courier (delivery to Aramex, DHL, FedEx, Emirates Post, or other carrier engaged by Maslool for transport to you);
  • Risk passes when parcel is handed to the first carrier or logistics provider (consistent with DAP / DDU Incoterms® 2020 – Delivered At Place / Delivered Duty Unpaid);

From the point of risk transfer, you bear all risk of:

  • Loss, damage, theft, destruction, or deterioration of products;
  • Customs seizure, detention, confiscation, or destruction by authorities (see Section 8.3);
  • Courier delays, mishandling, or loss in transit;

(See Terms and Conditions, Section 6.13.2 – Passage of Risk of Loss for comprehensive risk transfer terms).

8.2 Proof of Delivery

8.2.1 What Constitutes Proof of Delivery?

Delivery is deemed complete and proven when:

(a) Courier’s tracking system shows “Delivered” status; AND/OR

(b) Signature obtained by courier (recipient signature, security signature, or authorized representative signature); AND/OR

(c) Photographic proof of delivery (photo of parcel left at address, with doorstep, building number, or door visible);

Accepted by Someone Else: Delivery is considered complete even if received by someone other than the purchaser, including:

  • Family members, household members, roommates;
  • Building security, reception, concierge, or doorman;
  • Neighbors (if authorized by you or if courier leaves notice);
  • Any person present at delivery address who accepts the parcel;

Your Responsibility: Ensure that persons at your address are authorized to receive parcels on your behalf, and that you retrieve the parcel from them promptly.

8.2.2 Contactless or Safe Drop Delivery

In certain circumstances (COVID-19 protocols, recipient request, courier policy), couriers may use contactless delivery or safe drop methods:

(a) Parcel left at doorstep, porch, or designated safe location (without signature);
(b) Photo taken as proof of delivery (showing parcel at location);
(c) SMS or notification sent to recipient;

By requesting or accepting contactless delivery, you accept all risks of theft, damage, or loss after parcel is left (see Section 8.3.3 – No Liability for Theft After Delivery).

8.3 Maslool’s Disclaimer of Liability Post-Dispatch

8.3.1 No Liability for Post-Dispatch Loss or Damage

Once an order is handed to the courier, title and risk of loss or damage pass to you (see Section 8.1.2).

Maslool bears NO liability for:

(a) Packages lost, stolen, or misplaced by courier during transit;
(b) Packages damaged during shipping or handling by courier;
(c) Packages delayed by courier, customs, weather, or other factors beyond our control;
(d) Packages left unattended at delivery address and subsequently stolen or damaged;
(e) Packages refused, unclaimed, or returned to sender due to recipient’s inaction;

Maslool’s Assistance: We will assist you in filing claims with the courier or shipping provider on your behalf (providing tracking information, proof of dispatch, commercial invoice), but ultimate responsibility lies with you and the courier.

8.3.2 Courier’s Liability (Limited)

Couriers typically have limited liability for lost or damaged shipments, subject to:

(a) Declared value limits (e.g., AED 500, AED 1,000, or USD $100 maximum compensation per shipment, unless additional insurance purchased);
(b) Exclusions (certain items, fragile goods, or high-value items may be excluded or have lower liability limits);
(c) Filing requirements (claims must be filed within 7-30 days of delivery date, with proof of loss or damage);

Shipping Insurance Recommended: For high-value items (AED 1,000+), we recommend purchasing shipping insurance or cargo insurance (where available as add-on at checkout or through courier).

8.3.3 No Liability for Theft After Delivery

If a parcel is delivered (courier confirms delivery, signature obtained, or photo proof provided) and subsequently stolen from your doorstep, porch, building reception, or address:

Maslool is NOT liable for theft, loss, or damage occurring after delivery.

Your Responsibility: Secure your delivery location, retrieve parcels promptly, or arrange alternative delivery (courier depot pickup, secure locker, neighbor authorization, etc.).

Police Report: File a police report with Dubai Police or local authorities for theft; provide report to courier and Maslool for insurance claims (if applicable).

8.3.4 Cargo Insurance (Your Responsibility)

You are responsible for obtaining cargo insurance, transit insurance, or shipping insurance if you desire coverage for loss or damage during transit or customs clearance.

Maslool may offer optional shipping insurance or cargo insurance as an add-on at checkout (where available), but is not obligated to provide or arrange such insurance.

(See Terms and Conditions, Section 6.13.3 – Cargo Insurance Responsibility).

9.1 Delivery Dates Provided in Good Faith

All delivery dates, timeframes, or estimates provided by Maslool (at checkout, in emails, or in communications) are provided in good faith based on:

(a) Normal operating conditions and typical courier performance;
(b) Current stock availability and processing capacity;
(c) Historical trends and past delivery times;

Delivery dates are NOT guaranteed, NOT binding, and NOT contractual commitments (see Section 2.5 – Delivery Timeframes are Estimates Only).

9.2 Force Majeure Events

Maslool shall NOT be held liable for delays, failures, or inability to fulfill orders caused by Force Majeure events (events beyond reasonable control), including but not limited to:

(a) Natural Disasters: Earthquakes, floods, hurricanes, sandstorms, extreme weather, fires, or other natural calamities;

(b) Pandemics or Epidemics: COVID-19, health emergencies, disease outbreaks, quarantine measures, lockdowns, or public health restrictions;

(c) Wars, Conflicts, or Civil Unrest: War, armed conflict, terrorism, civil unrest, riots, strikes, labor disputes, or political instability;

(d) Government Actions: Government orders, regulations, directives, import/export bans, sanctions, embargoes, customs restrictions, or border closures;

(e) Courier or Supplier Failures: Courier strikes, backlogs, capacity constraints, insolvency, or cessation of operations; supplier failures, insolvency, or inability to supply;

(f) Utilities or Infrastructure Failures: Power outages, internet outages, telecommunications failures, system failures, or cyberattacks;

(g) Other Unforeseeable Events: Any other event or circumstance beyond Maslool’s reasonable control that prevents, delays, or hinders order fulfillment or delivery;

(See Terms and Conditions, Section 19 – Force Majeure for comprehensive Force Majeure provisions).

9.3 Maslool’s Obligations During Force Majeure

During Force Majeure events, Maslool will:

(a) Use commercially reasonable efforts to mitigate delays, expedite fulfillment, and maintain communication with customers;

(b) Notify affected customers (via email, SMS, or Website notice) of delays, expected duration, and alternative options (where practicable);

(c) Offer affected customers options to:

  • Wait for fulfillment (no cancellation, order remains open);
  • Cancel order and receive full refund (if fulfillment is significantly delayed or impossible);

9.4 No Compensation for Force Majeure Delays

Force Majeure delays do NOT entitle you to:

  • Compensation, liquidated damages, or penalty payments;
  • Consequential damages (missed events, alternative sourcing costs, opportunity losses);
  • Price reductions or discounts;

Your exclusive remedy for Force Majeure delays is order cancellation and refund (where delay is excessive or fulfillment becomes impossible) (see Terms and Conditions, Section 19.3 – Extended Force Majeure & Right to Terminate).

For detailed information on returns, refunds, exchanges, and defective product claims related to shipped orders, please review our:

Return & Refund Policy (separate document, incorporated by reference)

Key Points:

  • Returns accepted within 7 days of delivery (for eligible items);
  • You pay return shipping costs (unless item is defective or incorrect);
  • 2% restocking fee applies to returns;
  • Sale items, custom items, personalized items are final sale (non-returnable);
  • Defective or damaged items eligible for replacement or refund (no restocking fee);

(See Terms and Conditions, Section 9.3 – Return Policy and Procedures for comprehensive return terms).

11.1 Shipping Inquiries and Support

For questions, assistance, or issues regarding shipping, delivery, tracking, or customs:

Email: info@maslool.ae OR shipping@maslool.ae
Subject Line: “Shipping Inquiry – Order #[Order Number]”

WhatsApp: +971 50 504 1792

Telephone: +971 50 504 1792

Website Contact Form: www.maslool.ae/contact-us

In-Store (for in-person assistance):
Shop No. 49, M-Floor
Al Rais Shopping Centre
74 Al Mankhool Road, Al Raffa, Bur Dubai
Dubai, United Arab Emirates

Business Hours: Monday-Friday 9 AM – 9 PM, Saturday 9:30 AM – 3 PM, Sunday 3 PM – 9 PM

11.2 Response Time

We will respond to shipping inquiries within 1-2 business days (typically within 24 hours during business days).

For urgent matters (missing packages, delivery failures, time-sensitive issues), contact us by phone or WhatsApp for faster response.

12.1 Right to Modify Policy

Maslool reserves the right to modify, update, amend, or revise this Shipping & Delivery Policy at any time, at our sole discretion, to reflect:

(a) Changes in courier services, shipping rates, or delivery options;
(b) Changes in applicable laws, regulations, or customs procedures;
(c) Operational changes, business changes, or service improvements;
(d) Clarifications, corrections, or updates to terms;

12.2 Effective Date and Notification

Updated versions of this Policy will be:

(a) Published on our Website (www.maslool.ae/shipping-policy) with updated “Last Updated” date;

(b) Effective immediately upon posting (unless otherwise specified in the update);

Material Changes: For material changes (significant changes to shipping costs, delivery times, liability limitations, or customer rights), we will:

  • Notify customers via email (to registered users) or Website banner;
  • Provide reasonable notice period (typically 7-30 days) before changes take effect;

Continued Use = Acceptance: By placing orders or using shipping services after changes take effect, you accept the updated Shipping & Delivery Policy.

(See Privacy Policy, Section 17 – Changes to This Privacy Policy for notification procedures, which apply similarly to policy updates).

12.3 Review Policy Periodically

We encourage you to review this Shipping & Delivery Policy periodically (especially before placing orders) to stay informed of current shipping options, costs, timeframes, and terms.

BINDING NATURE OF THIS POLICY

This Shipping & Delivery Policy forms an integral and binding part of our Terms and Conditions (see Terms and Conditions, Section 1.7 – Cross-Border Movement & Customs, Section 5.3 – Availability and Stock Limitations, Section 6.13 – Retention of Title & Risk of Loss, and Section 19 – Force Majeure) and must be read together with them. By placing an order with Maslool Hunting Requisites Trading (“Maslool,” “we,” “our,” or “us“), you expressly acknowledge, accept, and agree to be legally bound by this Shipping & Delivery Policy in its entirety. This Policy is subject to and does not override any mandatory consumer protection rights under UAE law (Federal Decree-Law No. 15 of 2020 on Consumer Protection; Federal Decree-Law No. 50 of 2022, Civil Transactions Law) or other applicable mandatory laws.

This Shipping & Delivery Policy is governed by UAE law and forms part of our Terms and Conditions (see Terms and Conditions, Section 23 – Governing Law & Dispute Resolution). Any disputes arising from shipping, delivery, customs, or courier issues are subject to the dispute resolution procedures in the Terms and Conditions (negotiation, mediation, binding arbitration in Dubai). (See Terms and Conditions, Section 23.4 – Arbitration Agreement for mandatory arbitration clause and dispute resolution process).