Shipping Info

Sand & Brew Coffee Trading LLC

Effective date: May 12, 2026

🌍 Section 1 — Shipping Destinations

We ship to the following locations:

Region	Status
United Arab Emirates (all 7 emirates)	✅ Full service
Saudi Arabia	✅ Full service
Kuwait	✅ Full service
Qatar	✅ Full service
Bahrain	✅ Full service
Oman	✅ Full service
Other international countries	⚠️ Contact customer service for quote

Note: We do not ship to sanctioned countries or regions under UAE trade restrictions.

🇦🇪 Section 2 — Shipping Rates (UAE Local)

Order value	Standard shipping (2–4 days)	Express shipping (1–2 days)
AED 0 – AED 199	Free	Free
AED 200 and above	Free	Free

Free shipping threshold: AED 200

Examples:

Item price	Shipping cost
AED 150	Free (standard, express)
AED 200	Free (standard, express)
AED 500	Free (standard, express)

🌐 Section 3 — Shipping Rates (GCC Countries)

GCC = Saudi Arabia, Kuwait, Qatar, Bahrain, Oman

Order value	Standard shipping (5–7 days)	Express shipping (2–4 days)
AED 0 – AED 499	AED 60	AED 120
AED 500 and above	Free	AED 60

Free shipping threshold: AED 500

Currency note: All prices are in UAE Dirhams (AED). Your bank may apply exchange rate fees.

✈️ Section 4 — Shipping Rates (International)

Destination	Standard shipping (10–14 days)	Express shipping
USA	Calculated at checkout	Not available
UK	Calculated at checkout	Not available
Europe (EU countries)	Calculated at checkout	Not available
Rest of world	Calculated at checkout	Not available

International shipping costs are calculated in real-time at checkout based on:

Package weight
Package dimensions
Destination country

📅 Section 5 — Delivery Timeframes

UAE delivery timeframes (from shipment date):

Shipping type	Delivery time	Business days counted
Standard shipping	2–4 days	Sunday – Thursday
Express shipping	1–2 days	Sunday – Thursday

GCC delivery timeframes (from shipment date):

Shipping type	Delivery time	Business days counted
Standard shipping	5–7 days	Sunday – Thursday
Express shipping	2–4 days	Sunday – Thursday

International delivery timeframes (from shipment date):

Destination	Delivery time	Business days counted
USA	10–14 days	Monday – Friday (local time)
UK	10–14 days	Monday – Friday (local time)
Europe	10–14 days	Monday – Friday (local time)

Critical notes:

Business days in UAE: Sunday, Monday, Tuesday, Wednesday, Thursday

Friday and Saturday are not business days

UAE national holidays are not business days

Delivery timeframes are estimates — not guarantees

⚙️ Section 6 — Order Processing Time

All orders are processed within 24–48 hours of order confirmation.

Processing includes:

Payment verification
Inventory picking
Quality inspection
Packaging
Label generation

Coffee beans — special processing:

Roast type	Processing time
Coffee beans (whole or ground)	Roasted to order — 48 hours processing
Equipment only	24 hours processing

Example timeline:

Monday 10:00 AM: Order placed
Monday 10:00 AM – Wednesday 10:00 AM: Processing (48 hours for coffee)
Wednesday 10:00 AM: Package ships
Thursday – Saturday: Delivery (UAE standard shipping)

We do not process or ship orders on: Fridays, Saturdays, and UAE national holidays (list on our website).

🚚 Section 7 — Shipping Carriers

Destination	Standard shipping carrier	Express shipping carrier
UAE	Aramex / FedEx	Aramex / DHL
GCC countries	Aramex / DHL	DHL Express
International	DHL eCommerce	Not available

Note: You cannot choose the carrier. We select the best carrier based on destination, package size, and shipping speed selected.

🔍 Section 8 — Order Tracking

Tracking number is sent to your email within 24 hours of shipment.

Tracking availability:

Shipping type	Tracking updates	Tracking delay
UAE Standard	Full tracking — every scan	None
UAE Express	Full tracking — every scan	None
GCC Standard	Full tracking — every scan	24–48 hours for first scan
GCC Express	Full tracking — every scan	None
International	Full tracking — major scans only	3–5 days for customs scans

How to track your order:

Check your email for tracking link (sent from shipping@coffeestoreuae.com)
Click the link to view real-time status on the carrier website
Copy the tracking number and paste it into the carrier website directly

Tracking number examples:

Aramex: 1234567890
DHL: 123456789012
FedEx: 123456789012345

💰 Section 9 — Customs, Duties, and Taxes

UAE orders:

5% VAT included in product price — no extra charges at delivery

GCC orders:

UAE VAT (5%) included in product price
Destination country may charge additional VAT or customs duties
Customer is responsible for all import fees, duties, and taxes

International orders (USA, UK, Europe, Rest of World):

UAE VAT (5%) is removed at checkout for international orders
Destination country may charge VAT, customs duties, and handling fees
Customer is responsible for all import fees, duties, and taxes

Important: We do not pay customs fees. We do not mark packages as “gift”.

Customs fee estimates:

Destination	Typical customs/VAT rate	Example (AED 500 product)
Saudi Arabia	15% VAT	AED 75 extra
Kuwait	5% customs + 5% VAT	AED 50 extra
Qatar	5% customs + 5% VAT	AED 50 extra
Bahrain	10% VAT	AED 50 extra
Oman	5% VAT	AED 25 extra
USA	De minimis (under $800 = no fee)	AED 0
UK	20% VAT	AED 100 extra
Europe (EU)	19–25% VAT	AED 95–125 extra

We recommend you contact your local customs office for exact rates before ordering.

📭 Section 10 — Undeliverable Packages

A package is considered undeliverable if:

Incorrect shipping address provided by customer
Customer refuses to pay customs fees (international orders)
Customer not available after 3 delivery attempts
Customer refuses to accept the package at delivery

What happens next:

Scenario	Action	Fee
Wrong address provided	Package returned to us	AED 50 return fee
Customer refuses customs fees	Package abandoned or returned	No refund on product or shipping
3 failed delivery attempts	Package returned to us	AED 50 return fee
Customer refuses package at door	Package returned to us	AED 50 return fee + no refund on shipping

After package is returned to us:

We contact you to confirm correct address
You pay AED 50 return fee + new shipping cost
We reship within 48 hours

Important: If you do not respond within 14 days: order is cancelled, product cost refunded (minus AED 50 return fee), shipping cost not refunded.

🚨 Section 11 — Missing or Lost Packages

Definition of lost package:

Shipping type	Lost definition
UAE Standard	No tracking update for 10 business days
UAE Express	No tracking update for 5 business days
GCC Standard	No tracking update for 14 business days
GCC Express	No tracking update for 7 business days
International	No tracking update for 21 business days

If your package is lost:

Email shipping@coffeestoreuae.com
Subject line: Lost Package – Order #<number>
We confirm with carrier within 48 hours

If confirmed lost:

We send a replacement at no cost (if product available), OR
We issue a full refund (product + shipping)

Important: We are not responsible for packages marked “Delivered” by the carrier.

If carrier shows “Delivered” but you did not receive it:

Check with neighbors and building security
Wait 24 hours (carrier sometimes marks delivered early)
File a claim with the carrier directly

We provide proof of delivery but do not issue refunds for delivered packages.

📦 Section 12 — Damaged in Transit

If your package arrives damaged:

Do not throw away the box or packaging materials
Photograph the damage immediately:

Box from all 6 sides
Damaged product next to the box
Close-up of the damage

Email defects@coffeestoreuae.com within 48 hours of delivery
Subject line: Damaged – Order #<number>

What happens next:

We review your photos within 24 hours
If damage verified: we send a free replacement or full refund (you choose)
You do not need to return the damaged item unless we request it (we will send a prepaid label)

No photos = no refund. We cannot process damage claims without visual proof.

📮 Section 13 — Shipping to PO Boxes

Destination	PO Box delivery	Requirements
UAE	✅ Yes	Must include PO Box number and emirate
GCC	⚠️ Limited	Most carriers require physical address
International	❌ No	Physical address required

For UAE PO Box delivery, provide:

PO Box number
Emirate (Dubai, Abu Dhabi, Sharjah, etc.)
Phone number (carrier will call you for pickup)

Recommendation: We strongly recommend using a physical address for faster and more reliable delivery.

➗ Section 14 — Split Shipments

If you order both coffee and equipment in the same order:

Items may ship separately
Coffee ships from our roastery (Al Quoz)
Equipment ships from our main warehouse (Al Quoz — same building but different departments)
You will receive two tracking numbers if items ship separately

You are not charged extra for split shipments.

Note: Split shipments do not extend your return window. Return window for each item begins on its individual delivery date.

⏰ Section 15 — Order Cutoff Times

Same-day processing cutoff: 12:00 PM UAE time (GMT+4)

Order placed	Processing starts	Shipment date
Before 12:00 PM Sunday–Thursday	Same day	Next business day
After 12:00 PM Sunday–Thursday	Next business day	2 business days later
Friday any time	Sunday	Monday
Saturday any time	Sunday	Monday

Example:

Order placed Wednesday 11:00 AM → ships Thursday
Order placed Wednesday 2:00 PM → ships Sunday

🎉 Section 16 — Holiday Shipping Schedule

UAE public holidays (no shipping):

Holiday	Date (2026)	Status
New Year’s Day	January 1	Closed
Eid Al Fitr	Variable (3 days)	Closed
Arafat Day	Variable (1 day)	Closed
Eid Al Adha	Variable (3 days)	Closed
Hijri New Year	Variable (1 day)	Closed
Prophet’s Birthday	Variable (1 day)	Closed
Commemoration Day	December 1	Closed
UAE National Day	December 2–3	Closed

Note: Orders placed during holidays are processed on the next business day. Delivery timeframes are extended by the number of holiday days.

📞 Section 17 — Contact for Shipping Questions

Issue	Email	Extension	Response time
Shipping status	`shipping@coffeestoreuae.com`	Ext. 3	24 hours
Lost packages	`lost@coffeestoreuae.com`	Ext. 3	24 hours
Damaged packages	`defects@coffeestoreuae.com`	Ext. 6	24 hours
Customs questions	`customs@coffeestoreuae.com`	Ext. 3	48 hours
International orders	`intl@coffeestoreuae.com`	Ext. 4	48 hours

Physical address for pickup (by appointment only):

Sand & Brew Coffee Trading LLC – Warehouse 7
Al Quoz Industrial Area 3
Dubai, United Arab Emirates

Pickup hours:

Sunday – Thursday: 10:00 AM – 2:00 PM
No pickups on Friday, Saturday, or holidays

Important: You must call +971 55 600 2037 (Ext. 3) to schedule pickup at least 24 hours in advance.

⚖️ Section 18 — Governing Law

This Shipping Policy is governed by the laws of Dubai, United Arab Emirates.

Any dispute regarding shipping, delivery, or carrier performance shall be resolved exclusively in the courts of Dubai.

Note: Carrier terms and conditions apply in addition to this policy. In case of conflict, carrier terms govern the shipping transaction, but this policy governs our relationship with you.

By placing an order with Sand & Brew Coffee Trading LLC, you agree to all terms in this Shipping Info.

END OF SHIPPING INFO

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