Order Processing Time

1.1 Processing Timeline. All orders are processed within five (5) business days after payment confirmation, unless otherwise stated on the product page or in your order confirmation. Orders are not shipped or delivered on weekends or UAE public holidays.

1.2 Delays / High Volume / Backorders. In cases of high order volume, carrier constraints, customs checks, or supplier delays, shipment may take longer than expected. We will notify you by email if there is a significant change to your estimated shipping timeline.

1.3 Made-to-Order / Special Order Items. Certain items are manufactured, configured, or sourced to order (including special orders). These items may require additional lead time beyond standard processing, and delivery estimates may vary.

Shipping Rates and Delivery Estimates

2.1 Shipping Fees. Shipping charges are calculated and displayed at checkout based on the order weight/dimensions, delivery destination, and carrier service level selected.

2.2 Delivery Estimates (Non-Guaranteed). Delivery estimates shown at checkout are estimates only and are not guaranteed, as final delivery timing may be affected by:

• customs clearance and inspections
• weather conditions
• remote area routing
• carrier operational constraints
• supplier dispatch timing (where applicable)

Shipping Carriers

We use reputable courier and logistics partners, including (but not limited to):

• Emirates Post
• Aramex
• DHL
• FedEx
• UPS
• TNT Express

Carrier availability may vary by destination and item type.

Shipment Confirmation and Order Tracking

Once your order ships, you will receive a shipment confirmation email containing:

• tracking number(s)
• carrier details (when available)
• tracking link (if provided by the carrier)

If your order ships in multiple parcels, you may receive multiple tracking numbers.

Delivery Requirements and Customer Responsibilities

5.1 Address Accuracy. You are responsible for providing a complete and accurate delivery address, including building name/number, street/area, city/emirate, and a phone number reachable by courier.

If a shipment is delayed, returned, or undeliverable due to an incorrect or incomplete address, the customer may be responsible for additional delivery, re-shipping, or return charges.

5.2 Delivery Attempts / Refused Shipments. Couriers may attempt delivery more than once depending on their policy. If a delivery is refused or not accepted, it may be treated as a return (if eligible) and may be subject to restocking fees and shipping charges in accordance with our Return & Exchange Policy.

5.3 P.O. Boxes. Some carriers cannot deliver to P.O. Boxes. If your destination requires a P.O. Box, delivery may be limited to carriers that support it.

Risk of Loss; Title; Proof of Delivery

To the maximum extent permitted by applicable law, risk of loss passes to you upon handover of the shipment to the carrier (shipment contract). However, where applicable UAE law requires otherwise, we will apply the legally required rule.

For delivery confirmation, carriers may use tracking scans, GPS confirmation, signature capture, OTP delivery, or photo proof of delivery.

Damaged Shipments, Missing Items, or Wrong Items

7.1 Visible Damage at Delivery. If your parcel arrives visibly damaged, we strongly recommend taking photos/videos immediately (box + label + item condition) and noting damage with the courier (where possible).

Please email info@ramotrading.com with your order number, description of the issue, and photos.

Resolution (replacement, repair pathway, claim support, or return authorization) depends on inspection results and carrier/manufacturer requirements, and is handled according to our Return & Exchange Policy and applicable law.

International Shipping, Customs, and Import Duties

8.1 Worldwide Shipping. We ship worldwide, subject to carrier coverage, destination restrictions, and compliance screening.

8.2 Importer of Record. For international shipments, you are the Importer of Record and are responsible for import permits (if required), customs clearance procedures, and payment of import duties, VAT, brokerage fees, and any local taxes.

8.3 Customs Delays and Holds. Customs authorities may delay, inspect, hold, or reject shipments. We are not responsible for customs delays, seizures, rejections, or related consequences outside our control.

Restricted Destinations / Compliance Screening

Some products may be subject to regulatory restrictions, export controls, or carrier limitations. We reserve the right to cancel or refuse shipment to certain destinations or parties where required for compliance, security, or carrier restrictions.

If payment has already been processed and the order is canceled for compliance reasons, a refund will be issued for the amount actually paid, subject to applicable law.

Returns and Exchanges

Returns, exchanges, restocking fees, and return shipping costs are governed by our Return & Exchange Policy. If you believe the item is defective, damaged upon arrival, incomplete, or not as described, please contact us immediately as described in Section 07.

Force Majeure / Events Beyond Our Control

We are not responsible for delays caused by events beyond our reasonable control, including (without limitation):

• natural disasters
• pandemics
• war or civil unrest
• embargoes/sanctions
• carrier disruptions
• port congestion
• customs delays
• supplier delays
• IT/telecommunications failures

Contact Us

If you have any questions regarding shipping or delivery, please contact us:

Email: info@ramotrading.com
UAE Phone: +971-58-600-0926

For faster support, include your order number and delivery city/emirate (or destination country for international orders).