Help Centre
Frequently Asked Questions
Answers about Trekaline orders, shipping across the UAE, returns and exchanges, gear warranties, and booking our guided adventures. Can't find what you're looking for? Reach our team — we're based in the UAE and reply fast.
Shipping & Delivery
Where does Trekaline deliver?
We deliver to all Emirates across the UAE! We offer Standard Shipping nationwide, and express/same-day delivery options (subject to availability) for Dubai and Sharjah.
How much does shipping cost?
- Standard Shipping: AED 30 across the UAE.
- Free Shipping: Available for all orders of AED 500 or more!
- Same-Day Shipping (Dubai & Sharjah): Subject to availability. Rates vary between AED 20 and AED 100 depending on your order value and location. All shipping fees are calculated at checkout and are inclusive of the 5% UAE VAT.
How fast will I get my order?
- Standard Delivery: 2–3 business days for major cities, and 3–5 business days for remote areas (such as Al Dhafra or mountainous regions).
- Same-Day Delivery (Subject to availability): When available, this applies to eligible orders in Dubai and Sharjah placed before 12:00 PM (Monday–Friday). Orders placed after 12:00 PM are dispatched the next business day.
Why did my order arrive in multiple packages?
Because we carry various brands that are sometimes stored in different warehouses, your shipment may be split into separate packages. Depending on the size, weight, and availability of your outdoor gear, these packages may be delivered by different third-party courier partners at different times.
Returns & Exchanges
What is your return policy?
We offer a 14-day return window from the date of delivery. To be eligible, the gear must be completely unused, unworn, showing no signs of outdoor use (or odors like campfire smoke), and in its original packaging with all tags attached.
How do I start a return?
Simply email us at support@trekaline.com with your order number, the reason for the return, and current photos of the product so we can verify its condition. We will then send you return instructions.
What if I just changed my mind?
No problem! We accept "convenience" returns as long as the item meets our condition requirements. Please note that for change-of-mind returns, the original shipping fees are non-refundable.
My gear arrived damaged. What should I do?
Outdoor gear can sometimes get scuffed in transit. Please inspect your package immediately upon delivery. If an item arrives damaged or defective, you must email support@trekaline.com with photos within 48 hours of receipt so we can make it right and arrange a replacement.
Are there any items I cannot return?
Yes. For safety and hygiene reasons, we do not accept returns on consumables (camping food, gas canisters, flammable liquids), personal care items (sunscreen, insect repellent), or custom/final sale items.
Orders & Payments
Do you offer Cash on Delivery (COD)?
No, we do not currently offer Cash on Delivery (COD). All orders must be paid securely online at the time of checkout.
Do your prices include VAT?
Yes! In accordance with UAE law, all product prices and shipping rates listed on our website are inclusive of the 5% Value Added Tax (VAT).
Can I cancel or change my order?
Orders can only be modified or canceled before they are dispatched from our warehouse. Once an order is with the courier, delivery charges are non-refundable. If you need to make a change, please contact us immediately!