Shipping policy
SHIPPING POLICY
Last updated: July 2026
Thank you for shopping with IBA Oral Care. This Shipping Policy explains where we deliver, how orders are processed, estimated delivery times, shipping charges, and what to do if an issue occurs with your delivery.
1. SHIPPING COVERAGE
IBA Oral Care currently delivers to addresses within the United Arab Emirates only.
International shipping is not currently available.
Delivery availability may depend on the accessibility of the customer’s location and the service coverage of our delivery partners.
2. ORDER PROCESSING
Orders are generally processed within 1–3 business days after payment has been successfully confirmed.
Orders placed on weekends or UAE public holidays will begin processing on the next available business day.
Processing time is separate from delivery time.
During product launches, promotional periods, public holidays, or periods of unusually high order volume, processing may take slightly longer. Customers will be contacted if a significant delay affects their order.
3. ESTIMATED DELIVERY TIME
Standard UAE delivery is typically completed within 1–5 business days after the order has been dispatched.
Delivery times are estimates and may vary depending on:
• Delivery location
• Courier availability
• UAE public holidays
• Weather or road conditions
• Incorrect or incomplete delivery information
• Events outside the reasonable control of IBA Oral Care or the courier
Once an order has been dispatched, the customer may receive tracking or delivery updates by email, SMS, phone, or another communication method used by the courier.
4. SHIPPING RATES
The following standard delivery rates currently apply within the UAE:
• Orders below AED 200: AED 10 standard delivery
• Orders of AED 200 or more: Free standard delivery
The applicable shipping charge will be displayed during checkout before the customer completes the purchase.
The qualifying order value for free delivery is calculated based on the eligible cart value shown at checkout.
Discounts, promotional codes, refunds, or changes to the order may affect whether the order qualifies for free delivery.
No additional shipping charge will be added after checkout without first informing the customer and obtaining approval where required.
5. ORDER TRACKING
Where tracking is available, customers will receive tracking information after the order has been dispatched.
Tracking information may take some time to update after the courier receives the shipment.
Customers who have not received a shipping update within the expected processing period may contact us at:
support@ibaoralcareshop.com
Please include your order number when contacting us.
6. DELIVERY ADDRESS AND CONTACT INFORMATION
Customers are responsible for providing complete and accurate delivery details, including:
• Full name
• Complete delivery address
• Emirate and area
• Apartment, villa, office, or building details
• Valid UAE mobile number
• Any relevant delivery instructions
IBA Oral Care is not responsible for delays caused by incorrect, incomplete, or outdated information provided during checkout.
Customers should contact us as soon as possible if delivery information needs to be changed.
We will try to update the delivery details before dispatch, but changes cannot be guaranteed after the order has been handed to the courier.
7. FAILED DELIVERY ATTEMPTS
The courier may contact the customer before or during delivery.
If delivery cannot be completed because the customer is unavailable, cannot be reached, refuses the delivery, or provided incomplete information, the courier may schedule another delivery attempt or return the shipment to IBA Oral Care.
Where a new delivery charge becomes necessary, the customer will be informed before any additional fee is charged.
Repeated failed delivery attempts may result in the order being returned to IBA Oral Care.
8. DELIVERY DELAYS
Although we aim to deliver orders within the estimated timeframe, delivery dates are not guaranteed.
Delays may occur due to courier disruptions, public holidays, high order volumes, weather, traffic, restricted locations, or other circumstances outside our reasonable control.
If an order is significantly delayed, customers should contact us so that we can investigate the shipment with the courier.
9. DAMAGED PACKAGES OR PRODUCTS
Customers should inspect their package when it is received.
If the package or product arrives damaged, please contact us as soon as possible, preferably within 48 hours of delivery, and provide:
• Order number
• Description of the issue
• Clear photographs of the external packaging
• Clear photographs or video of the damaged product
• Photograph of the shipping label, where available
Customers should retain the product and all original packaging until the case has been reviewed.
We will assess the issue and provide an appropriate resolution in accordance with our Refund Policy and applicable consumer protection requirements.
10. MISSING OR INCORRECT ITEMS
If an order contains a missing or incorrect item, please contact us as soon as possible at:
support@ibaoralcareshop.com
Please include:
• Order number
• Description of the issue
• Clear photographs of the package
• Clear photographs of all received items
Once the issue has been reviewed and verified, we will arrange an appropriate resolution.
11. LOST SHIPMENTS
An order is not automatically considered lost because it has passed the estimated delivery date.
If tracking has not updated or the order is substantially overdue, please contact us. We will investigate the shipment with the courier.
Any replacement, refund, or other resolution will be handled after the delivery status has been reviewed and in accordance with our Refund Policy and applicable requirements.
12. ORDER CHANGES AND CANCELLATIONS
Customers should contact us immediately if they need to change or cancel an order.
We will try to accommodate the request, but cancellation or modification cannot be guaranteed once the order has been processed, packed, or dispatched.
Orders that have already been dispatched will be handled according to our Refund Policy.
13. SEPARATE SHIPMENTS
In some cases, items from the same order may be delivered in separate packages.
Where this happens, the customer will not be charged an additional delivery fee unless a separate arrangement was clearly disclosed and accepted before checkout.
14. PROMOTIONAL SHIPPING OFFERS
Free-delivery promotions or temporary shipping offers may be subject to separate conditions, including:
• Minimum order value
• Eligible products
• Promotion period
• Eligible customers or locations
• Discount-code requirements
The conditions shown during the promotion and at checkout will apply.
15. CONTACT US
For questions about shipping or delivery, contact:
IBA Oral Care
Email:
support@ibaoralcareshop.com
Website:
ibaoralcareshop.com
Please include your order number for faster assistance.