Shipping policy

Trekaline Shipping Policy (United Arab Emirates)

Section 1 - Service Area & Courier Partners

  • Nationwide Coverage: Doorstep delivery is available across all Emirates in the UAE.
  • Same-Day Service: Available exclusively in Dubai and Sharjah (see Section 3 for details).
  • Courier Partners & Multiple Shipments: Trekaline shipping is provided by various third-party logistics partners. Depending on the size, weight, and availability of the items in your order, your shipment may be split into separate packages and delivered by multiple courier handlers at different times.

Section 2 - Standard Shipping (UAE)

  • Standard Fee: AED 30
  • Free Shipping: Available for all orders of AED 500 or more.
  • Estimated Delivery: 2–3 business days to major cities.
  • Remote Areas: Deliveries to remote areas take 3–5 working days. Couriers in the UAE classify certain areas as remote or "out of service" for standard daily routes. Examples include, but are not limited to: Al Dhafra/Ruwais (Abu Dhabi) and certain mountainous regions in Ras Al Khaimah or Fujairah.

Section 3 - Same-Day Shipping (Dubai & Sharjah)

  • Cut-off Time: Orders must be placed by 12:00 PM (Monday–Friday). Orders placed after 12:00 PM will be dispatched the next business day.
  • Availability: Subject to courier capacity, traffic, weather conditions, and product eligibility (see Section 6).

Same-Day Delivery Fees

Order Value (AED) Dubai Fee (AED) Sharjah Fee (AED)
0 – 499 50 100
500 – 999 40 50
1,000 – 1,499 30 40
1,500+ 20 30

Note: All shipping and delivery rates listed above include the 5% UAE VAT.

Section 4 - Order Processing & Business Days

  • Business Days Defined: Our standard business and courier operations run from Monday to Friday. Saturday and Sunday are not considered standard business days for courier operations.
  • Processing Time: 1 business day after payment confirmation.
  • Daily Cut-off: 12:00 PM UAE time for all shipping methods.
  • Saturday Operations: Partially available (processing and support are limited).
  • Sunday Operations: Closed (no order processing, dispatch, or customer support).
  • Note: Public holidays and peak shopping periods may extend standard processing and delivery times.

Section 5 - Tracking & Communication

  • Tracking: A tracking link will be shared via email once your order processing is complete. You can also view your active tracking information at any time by logging into your customer profile on our website.
  • Assistance: Our team actively monitors shipments and is available to assist with delivery coordination during regular support hours. You can reach us via email at support@trekaline.com or WhatsApp at +971 50 366 7971.

Section 6 - Oversized & Large Items

  • Special Handling: Large or heavy items (e.g., big tents, coolers, roof racks) may require additional handling time before dispatch.

Section 7 - Inspection of Goods & Damaged Gear

  • Inspection of Goods: Especially for oversized items (coolers, roof racks, etc.), please inspect your package upon delivery. Outdoor gear can sometimes be prone to scuffs in transit. If an item arrives damaged, you must contact our support team at support@trekaline.com with photos within 48 hours of receipt so we can file a claim with our courier and arrange a replacement.

Section 8 - Delivery Attempts, Address Changes & Re-delivery

  • Delivery Attempts: The courier will make a maximum of 3 delivery attempts.
  • Address Changes: Modifications requested after an order is placed may impact delivery times and cannot be guaranteed once the item has been dispatched.
  • Undeliverable Parcels: If a package cannot be delivered due to an incorrect address, an unreachable recipient, or refusal upon delivery, the parcel may be returned to our warehouse.

Section 9 - Cancellations

  • Policy: Order changes or cancellations are only possible before the order is dispatched. Once the order has been dispatched, delivery charges are non-refundable.

Section 10 - Warehouse Pickup (Click & Collect)

  • Eligibility & Request: Warehouse pickup is available upon request. Please note that you must check eligibility with our team first, as not all of our brands' warehouses are capable of accommodating customer pickups.
  • How to Arrange: To check eligibility and schedule a pickup, please contact us after placing your order via email (support@trekaline.com), phone call, or WhatsApp (+971 50 366 7971). Our team will confirm if pickup is possible and let you know the date and time your gear will be ready.

Section 11 - Force Majeure

  • Unforeseen Delays: During severe weather, public holidays, or other unforeseen events, processing and delivery may be delayed. We will do our best to keep you updated.

Section 12 - Contact Us