Shipping policy

Delivery coverage

TOC The Online Cart FZ-LLC delivers orders placed through our website to addresses across the United Arab Emirates using a partner courier. Please note that certain geographical limitations apply, and standard delivery may not be available to some remote areas or locations within the Western Region of Abu Dhabi. These areas are defined by our partner courier and may change from time to time. To ensure accurate delivery and avoid delays, we encourage you to contact us at hello@toc-uae.com to confirm whether your location is serviceable before placing an order.

Where delivery to a remote or restricted area is possible, it can be arranged separately and subject to an additional delivery fee.

Delivery fees

  • The maximum allowable weight per order is 15kg.
  • Standard delivery: A flat fee of AED 35 (incl. VAT) applies per order.
  • Free standard delivery: Orders totaling AED 200 or more (after discounts) in a single transaction and delivered to one address qualify for free standard delivery up to 15kg.
  • Orders below AED 200: A standard delivery charge of AED 35 (incl. VAT) applies.

Unsuccessful deliveries

  • If delivery is unsuccessful after two attempts due to reasons within the customer’s control—such as providing an incorrect address, incomplete delivery details, or unavailability to receive the package—the cost of return shipping and any applicable re-delivery fees will be borne by the customer. In cases where the delivery failure results from courier or operational errors beyond the customer’s control, such re-delivery costs will be covered by TOC The Online Cart FZ-LLC.

Order processing and delivery time

  • Orders are processed and dispatched within 1–2 business days after payment confirmation.
  • Once your order has been shipped, you will receive a shipping confirmation email.
  • Standard delivery time is 2–4 business days depending on your location*. While we make every effort to ensure timely delivery, these timeframes are estimates and may be affected by factors beyond our control, such as courier delays, weather conditions, or public holidays.
  • Standard delivery is available across the UAE. However, certain geographical limitations apply. Deliveries to *remote areas and the Western Abu Dhabi region may take 3–5 business days, as these locations fall outside our standard delivery routes.

Package limitations

  • Maximum package dimensions: 36 x 25 x 15 cms.
  • Maximum package weight (standard delivery): 15kg.

Damaged, incorrect, or non-conforming items

If your order arrives defective, damaged, or incorrect, please refuse delivery, contact us immediately and we will make it right for you. If the courier has already completed delivery, kindly reach out to us as soon as possible for assistance. Once verified as eligible, we will arrange a replacement or return at no additional cost to you, including return shipping fees. For complete details on eligibility and procedures, please refer to our Return and Refund Policy.

Packaging condition

  • Please note, minor dents or surface scuffs on the outer packaging may occasionally occur during transit. These are considered normal and do not indicate damage to the product itself. We take great care to pack every order securely, ensuring the contents remain in perfect condition. However, if you believe the product inside has been affected, please contact us immediately for assistance.

Additional information

  • If your order exceeds the maximum size or weight limit, we will contact you to arrange an alternative shipping method.
  • Tracking information will be provided once your order has been dispatched.
  • Delivery timelines are estimates and may be affected by external factors such as courier delays, weather conditions, or public holidays. In such cases, we will take all reasonable steps to minimise any disruption and keep you informed of updated delivery timelines.

Policy updates

  • TOC The Online Cart FZ-LLC reserves the right to review and update this Shipping Policy as necessary to reflect operational or legal requirements. Any changes will take effect only after prior notice is provided through our website. All terms and practices under this policy shall comply with applicable UAE Consumer Protection Laws. Nothing in this policy limits or overrides your statutory rights as a consumer.

*Remote and restricted delivery areas

Please note, the following list of areas is provided and defined by our partner courier and may change from time to time. Delivery to the following areas may be arranged with us, subject to an additional delivery fee. For enquiries about this, email hello@toc-uae.com

*Western AUH Region include (Remote areas) include:

  • Ghayathi
  • Madinat Zayed
  • Ruwais

*Outer Remote Areas (DXB/SHJ/AJM/RAK/AL AIN) include but not limited to:

  • DXB Hatta
  • SHJ Lehbab
  • AJM Masfout
  • RAK Wadi Al Shiji
  • RAK Al Showka
  • DXB Nazwa
  • SHJ Madam
  • AL AIN Nahil
  • AL AIN Sawehan
  • AL AIN Al Dahra
  • AL AIN Al Qua
  • AL AIN Al Wagan

Contact Us

If you have questions regarding our Shipping Policy, please email us at: hello@toc-uae.com