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This Shipping Policy explains how PrintOnline delivers orders placed on printonline.ae — where we deliver, what it costs, how long it takes, and what we need from you for a delivery to succeed. It forms part of our Terms and Conditions and should be read together with our Return Policy.
1.1 We deliver across the United Arab Emirates using professional courier companies. Delivery outside the UAE is available on request and is arranged before you order, not priced automatically at checkout. See section 3.
1.2 Deliveries are made within the courier's city limits. If your address falls outside those limits, the courier will hold the shipment at its office for you to collect. If you are not sure whether your location is covered, ask us by email or WhatsApp before placing your order.
1.3 Large-format products may not reach emirates other than Dubai, Sharjah and Ajman on time or in suitable packaging. For those items we recommend collection from our Sharjah production facility.
2.1 Delivery within the UAE is charged by the weight of your order. The exact amount is calculated and shown in your cart before you pay:
2.2 Deliveries outside the UAE are quoted separately and are not charged at checkout. Ask us for a rate before placing your order. See section 3.
2.3 A further delivery charge applies where a delivery fails for a reason within your control, or where you change the delivery address after production has started. See sections 6 and 7.
2.4 Collection from our Sharjah production facility is free of charge. Please arrange collection with us before travelling.
2.5 Reprints and replacements are delivered free of charge. Where we accept a claim under section 2 of our Return Policy, we collect the affected goods from you free of charge and deliver the replacement free of charge. No delivery cost applies to a reprint or replacement.
3.1 We deliver within the United Arab Emirates by default. Orders placed through the website are priced and dispatched for delivery inside the UAE.
3.2 If you need delivery outside the UAE, please ask us for a shipping rate before you place your order. International rates are not calculated automatically at checkout. We will confirm the cost, the carrier and the expected timescale in writing so you can decide before you pay.
3.3 Once your order has gone into production it is non-refundable. This applies equally to international orders, including where the shipping arrangement is changed or cancelled after production has begun. Please settle the destination and the rate with us before production starts.
3.4 Fragile goods damaged by the courier in transit are not covered by our warranty on international shipments. Cross-border transport involves handling and transfers we are not able to supervise. If your order includes fragile items such as crockery, glass or ceramics, please discuss packing and the risks with us before ordering.
3.5 Indicative rates for Oman, Qatar, Kuwait and the Kingdom of Saudi Arabia are set out below. Each rate covers one box. Each additional box within the same weight band adds AED 50.
| Weight | Rate per box |
|---|---|
| Up to 5 kg | AED 150 |
| Over 5 kg and up to 10 kg | AED 300 |
| Over 10 kg and up to 15 kg | AED 350 |
| Over 15 kg and up to 20 kg | AED 400 |
| Over 20 kg and up to 30 kg | AED 550 |
| Over 30 kg and up to 50 kg | AED 650 |
| 100 kg | AED 1,200 |
3.6 Weights between 50 kg and 100 kg, and above 100 kg, are quoted on request.
3.7 These rates are indicative and subject to change, as international carriers revise their tariffs from time to time. The rate that applies to your order is the one we confirm to you in writing when we quote it.
3.8 For any destination other than Oman, Qatar, Kuwait and Saudi Arabia, please consult us before placing your order so we can confirm whether we are able to ship to your location and at what cost.
4.1 Each product page shows a production timeline. Courier delivery adds one to two further working days once the item leaves production.
4.2 Production begins only after you approve your artwork or mockup. Until that approval is given, no delivery date is confirmed. See section 2 of our Return Policy.
4.3 Deliveries take place between 09:00 and 02:00.
5.1 We do not guarantee delivery on a specific day or at a specific time unless we have agreed that with you in writing before you place the order.
5.2 We are not responsible for delays caused by the courier.
5.3 We are not responsible for delays caused by events outside our control, including severe weather, heavy rainfall, earthquakes and other natural causes.
5.4 If your order is tied to an event date, please tell us before ordering so that we can confirm in writing whether we can meet it. Where no written confirmation has been given, a missed date is not grounds for cancellation or refund.
6.1 We deliver only to the address given on the order.
6.2 The address cannot be changed once production has started. If a change is unavoidable, email cc@printonline.ae before you approve your artwork. An address change adds a further delivery charge and can delay delivery by around two days while the shipment is rerouted.
7.1 The delivery address must have free parking access. Where no free parking is available, delivery may be delayed. Where only paid parking is available, the recipient pays the parking fee.
7.2 Drivers cannot be asked to wait. If a driver is kept waiting, the shipment is returned to us, a further delivery charge applies, and delivery is delayed.
7.3 Instructions given to a driver that were not agreed with us in advance may place the order on hold until the matter is resolved.
8.1 Please check the goods before accepting delivery. We are responsible for goods that do not arrive in good condition, provided this is reported in line with section 5 of our Return Policy.
8.2 Fragile items must be reported within 24 hours. For crockery, glassware, ceramics and other fragile goods, please check them while the driver is still present, and report any breakage within 24 hours of delivery. See section 4 of our Return Policy.
8.3 If your items are fragile, ask us about our dedicated-driver option when you order. Damage caused in transit by a standard courier is not our responsibility.
9.1 Title and risk of loss pass to you when we hand the goods to the courier. Shipping documents are available on request.
10.1 We do not dispatch an order until the invoice is paid in full, including any additional charges arising from order changes or amounts deducted as bank transfer fees. An unpaid order may still be produced, but it will not ship until the invoice is settled.
11.1 Invoices, receipts and shipping memos are generated by our system and emailed to you. We do not issue printed copies.
12.1 For anything relating to this policy, email support@printonline.ae or cc@printonline.ae, or message us on WhatsApp +971 52 383 1019. Further detail is available in our Terms and Conditions and our FAQ.
