Shipping Policy

Thank you for shopping with Eqaaya! We aim to provide a smooth and efficient shopping experience, including timely and reliable shipping. Please read our Shipping Policy carefully to understand how we process, ship, and deliver your orders.

1. Processing Time

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• Orders are typically processed within 3 Business Days after the payment is confirmed. The orders placed for the products are subject to availability. If the product is unavailable, customers will be informed about the next steps.
• You will receive an email confirmation once your order has been processed, along with tracking information once your package is shipped.
• Please note that some items, particularly seasonal or personalized products, may require additional processing time.

2. Shipping Rates and Methods

We offer the following shipping methods for your convenience:

• Standard Shipping: Delivery within 7 business days. Rates are based on the weight of the package and the delivery destination.
• Expedited Shipping: Delivery within 2-3 business days. This service is available for an additional charge.

Shipping costs are calculated at checkout based on your location and the weight of your order.

3. Order Tracking

Once your order is shipped, you will receive a confirmation email containing a tracking number. You can use this tracking number to monitor the progress of your shipment directly on the carrier’s website.

If you do not receive your tracking number or if you encounter any issues with tracking, please contact our customer service team at [info@eqaaya.com] for assistance.

4. Shipping Delays

While we strive to ensure timely delivery, Eqaaya is not responsible for delays caused by:

• Shipping carrier delays (e.g., due to weather conditions, natural disasters, or public holidays).
• Customs delays for international shipments.
• Incorrect or incomplete shipping information provided at checkout.

In case of any unforeseen delays, we will notify you as soon as possible.

5. Lost or Damaged Shipments

We take great care in packing your items securely. If your order is lost, damaged, or not delivered, please contact us immediately. We will work with the carrier to resolve the issue and ensure you receive a replacement or a refund if applicable.

• Damaged Items: If your item arrives damaged, please email us at info@eqaaya.com within 48 hours of receiving the order. Provide pictures of the damage, and we will assist you with a return, exchange, or refund.
• Lost Packages: If your package has not arrived within the expected delivery time, please contact us within 7 days of the expected delivery date, and we will work with the carrier to investigate the issue.

6. Shipping Address

Once the order is shipped, Eqaaya team is not responsible for any refunds due to an incorrect address. However, Eqaaya team will try their best to provide the best customer service but cannot guarantee the shipment will be redirected to the right address within the timeframe. Eqaaya team has no control over the shipping company policy and it varies from each organisation and each country. Customers are highly advised to verify their address before placing orders to avoid any delay.

7. Order Modifications and Cancellations

Once an order has been processed or shipped, we are unable to make changes or cancel the order. If you need to modify or cancel an order, please contact our customer service team at [info@eqaaya.com] as soon as possible, and we will do our best to accommodate you. If your order has already been shipped, you will need to initiate a return once the item arrives.

8. Customs and Import Duties (International Orders)

For international shipments, customs duties, taxes, and any additional fees may apply depending on the destination country. These charges are the responsibility of the customer. We recommend that you check with your local customs office for more information on potential duties and taxes before placing an order.

9. Contact Us

If you have any questions or concerns about shipping, please do not hesitate to contact us: info@eqaaya.com