What if there is a problem with my order?

While we try to make sure every order is perfect, sometimes they aren't. There may be manufacturer defects, logistics issues, a wrong item etc. If you believe something is wrong, please let us know as soon as you've received the order by contacting our support team from your orders' page. We will resolve your issue as quickly as possible :)

Tags: order problem, order issue, item issue

Our warranty process

Some of the products listed on the website are with 6 months to 1-year international warranty and depends on the manufacturer. We suggest you see the warranty information of the product on the item page, or on the manufacturer's website first before placing your order.

If there is an issue with the product you ordered from us and you need our help claiming the warranty, please contact us for further clarification of the warranty claim of the product you ordered.

Be advised that warranty claims will take at least 30-60 days and sometimes up to 90 days depending on what country the product will be returned and the manufacturer’s lead time. Since most of the products are sourced from international merchants, the products have to be shipped back to the merchant/manufacturer and we will never charge you for the product's return shipping to us and to the merchant/manufacturer's country. The merchant/manufacturer may send back the fixed product or send us a new product.

Please note that while we do our best to follow up with the merchant, we have no control over how long they will take to ship the item back to us.

Tags: warranty

Can I cancel orders that have already shipped?

You can cancel your order until we have prepared the items and charged your card (usually within 24 hours from placing the order). Orders cannot be cancelled after they are prepared for shipment.

In the case of a returning an order, the shipping fees (if any)cannot be refunded.

Tags: cancel, order cancellation, cancel order

When will I receive my refund?

If we have issued a refund for one of your orders, the amount will be debited into the original account you used to purchase the order.

For card transactions - refunded amount will be debited to the same card used to purchase the order.

For bank transfer and cash deposit - refunds will be processed in a form of a store credit.

Be advised that refunds may take 5-10 business days to show up on your statement depending on your issuing bank.

Tags: refund , refund process

Perishable items

Due to the changes in weather and the shipment progression from the international merchants, we do not want to take the risk of processing your order because you might receive the item in bad condition. Most of the international merchants would not want to commit and ensure the freshness of the food.

If you have placed an order about it, this will be canceled by the merchant selling the product. Please be advised that there will be no card charges in the order so there is no need for refund. These items normally would be those that would melt easily during transit (chocolates, gummies, supplements with gel-like substances)

While we try our best to filter out items that we are unable to deliver, our large list of items makes it hard to do so accurately. But, we do have a consistent process to remove all perishable items.

Tags: food, perish, perishable items

Are all appliances and electronic items compatible with the UAE's voltage?

As we also have electronic items and appliances from the United States, we unfortunately cannot guarantee if they are adapted to our native UAE voltage (220-240V).

Please be reminded we will send an email disclaimer to confirm if you would proceed with the order knowing the US electronic product might not work.
A voltage converter/transformer can be used with the product however this will void the warranty of the item if found damaged from being fused.

We recommend to purchase electronics coming from the UK or from India, they can be of suitable use here in the UAE, while 99% of US items are using 110-120V.

You can filter the list when you click on the filter menu while searching for products in the website, and then select either Imported from India or Imported from UK to check if there are alternative items with voltage suitable for use in 220-240V.

Tags: voltage, appliances, electronics

I wish to contact Desertcart for another reason

Please use the following emails to contact us for more specific queries:

Press/Media/Public Relations: press@desertcart.ae
Careers: careers@desertcart.ae
Legal: legal@desertcart.ae

Tags: legal, careers, others

What products can I purchase?

You can purchase almost all of the items that are listed on our website. Just search for something you are looking for! While we try our best to filter prohibited items, it does not always work. Occasionally, we may not be able to deliver an item listed on Desertcart due to international shipping regulations, customs regulations, or other reasons.
Our trained staff review each order and will let you know if there are any issues before you are charged.

Tags: items, products, banned items, allowed items, not allowed items

How are prices calculated?

The prices shown to you include the total price of your purchase including the item cost, any customs charges as well as shipping and handling charges. We show you the total cost that will be charged to you. But if there may be changes, we will communicate this with you before we charge your order.

Tags: price, amount, prices

Are all items in stock?

We try to show you the most up-to-date information on availability that we have obtained. However, as all items are sourced from third-parties, items may become unavailable in a short span. If there is any issue with items being backordered or out of stock, we will make sure to inform you and we will not charge for your order.

Tags: availability , stock, stocks

I want something not listed on Desertcart.

If you want something that is sold online, but cannot find it on Desertcart, please send us an email to productrequests@desertcart.ae with a link to the item and the name of the store. Our team dedicated to such requests will get back to you and let you know if they can obtain the item for you.

Tags: not listed, other source

Are the prices final?

Our goal is to provide the most affordable way to shop online, and we try to give you the lowest price that we can provide. The prices listed on our site are final, however, they are subject to change based on the sellers pricing. Sellers may lower or raise their prices at anytime. Also, if your item exceeds a courier’s standard dimension or weight, they may charge an additional fee.

We will communicate this with you before we charge your order.

Tags: prices, amount, price

Where do the products come from?

Most products listed on our website are sold by other online retail stores. Some from the UAE, some are from international merchants from US, UK and India. We currently focus on showing the items from online retailers such as Amazon, Walmart etc.

Tags: availability, source

How much does delivery cost?

In the UAE, we have a flat AED 25 delivery charge for all orders below AED 250. If your order is AED 250 or above, your order is delivered for free! You can see the final cost of your order after adding an item to your cart.If the item you have ordered is an oversized item, an extra shipping charge may apply. If your item exceeds a courier’s standard dimension or weight, they may charge an additional fee. We will communicate this with you before we charge your order.

Please see below for other countries' flat rate delivery charges:

- KSA - SAR 25
- India - ₹ 250
- Jordan - JD 5.00
- Bahrain - BD 2.500
- Kuwait - KD 2.500
- Qatar - QAR 25
- Lebanon - $7.00
- Oman - 2.500 OMR

Tags: shipping charges, shipping charge, additional shipping cost, additional shipping charge, additional shipping charges

Can I self-collect the items?

To keep our operation running as efficiently as possible, we send all your items directly to the courier. You will get an SMS as well as an email with the courier's name, phone number and tracking number.

In the UAE, packages are usually delivered within 24 hours after they are dispatched to the courier and 3-4 days to other countries.

Most couriers have an option for you to collect your package from their offices in most UAE cities or arrange for self collection if you are in an area the courier does not service, that, if they already have it.

Tags: self collection, collection, warehouse collection

Can I track my order?

You can see the exact location of each item in your order from your order details page. Click the "Order Details" button on your orders page for more information.

Tags: tracking , track order, track

How long will it take for an order to be delivered?

The products listed on the website are sourced from both local and international merchants and are usually not stored in any of our distribution centers.

Delivery times can vary based on the seller and various other reasons(public holidays, country of origin etc.). They are calculated based on how fast the merchant usually delivers the item to our hub, and transit times from our international hubs to your country.We try to provide our best estimate of an item's estimated delivery date when you add an item to your cart. You can also filter our products by delivery estimate depending on how quickly you need it.

Some of our items have an "express delivery" option, which means that they will usually be delivered faster than regular items for an additional fee. You can see the delivery estimates and fees by adding an item to your cart.

Tags: delivery date, delivery estimate

What is Desertcart?

DesertCart is an online shopping service that brings you the best of online retail from around the world. We provide you the ability to purchase products from stores anywhere in the world and have it delivered directly to you in the UAE and other GCC countries. We currently focus on shipping and delivering products from the US, the UK and India.

We want to provide a hassle-free and give you the best experience possible at an affordable price.

Tags: delivery, about us, about desertcart

What is the returns policy?

You can return most items for store credit or get them exchanged within 14 calendar days of the delivery date if they are still in their original packaging.

At Desertcart, all our products are unused and in their original packaging. However, due to manufacturer or logistics errors, defects or problems may occur and we'll do our very best to resolve your issue as soon as possible.

Some of our products are shipped out with an international warranty, so if there is any manufacturer fault in your shipment, please contact us and we will advise you on the next step. If however, the defect is from our end, we will accept your product and exchange it for a new one.

If you are unsatisfied with your purchase for any reason, or it did not present itself to you as advertised, Desertcart will issue you a full refund or store credit for the product, provided that it is returned to us in new condition and in its original packaging. We'll also pay the return shipping costs if the result is of our error. If the reason for return isn't a result of our error at all, the cost of return shipping (AED 25) will be deducted from your refund.

Items such as undergarments and personal grooming products cannot be returned and refunded if opened and used.

You can request a return by contacting us through 04 524 5555 9AM - 9PM except for Fridays, live chat (24 hours), or sending an email within 14 calendar days of your delivery. The item(s) will be picked up at a scheduled time convenient for you by our courier partners which will be arranged by us.

Refunds will be processed as soon as the item is received by us. Refunds normally may take 5-10 business days to show on your account depending on your bank's refund process.

Please see below for other countries' return shipping costs:

- KSA - SAR 25
- India - ₹ 250
- Jordan - JD 5.00
- Bahrain - BD 2.500
- Kuwait - KD 2.500
- Qatar - QAR 25
- Lebanon - $7.00
- Oman - 2.500 OMR

Tags: refunds, refund, returns and exchange, returns , exchange

Express Delivery

Some of our items have an "express delivery" option, which means that they will usually be delivered faster than regular items for an additional fee. You can see the delivery estimates and fees by adding an item to your cart. The express delivery option is only available for customers in the UAE.

Tags: express delivery, fast delivery

Can I pay with cash on delivery?

We currently do not support cash on delivery for various reasons.

However, we support payments with cash through any of our partner banks.

Customers can pay with cash either by (a) depositing cash in a bank's cash deposit machine or (b) doing a bank transfer to any of our UAE bank accounts.

These options are available on the payment part of the checkout page. Once the deposit or transfer is made, just add the reference number and the transaction amount for faster verification. We will process the order once your transaction has been verified which may take upto 24 working hours. You can optionally upload a screenshot, or picture of your deposit slip.

Please note that cash or bank transfers can only be refunded as store credit if an item cannot be shipped, is out of stock or if you request for cancellation.

Currently, bank transfers and cash deposit options are only available in the UAE.

Tags: cod, cash on delivery, cash, payment

I have a quotation request or inquiry for a business purchase

To request a quotation for a wholesale purchase, you can reach out to us at support@desertcart.ae with your inquiry. Please send an email along with the quantities and product Ids for your requested items.

Tags: quotation, bulk order