Shipping policy

1) Where do you ship?

We currently sell and deliver only within Saudi Arabia, using stock held in Saudi Arabia.

Visitors in other countries can browse the website in the available languages. International ordering and delivery are not currently available.

2) How much is shipping?

Shipping fees and any free-shipping eligibility are displayed at checkout before payment. Please use the checkout total for your delivery address.

International shipping rates and free-shipping offers are not currently available. We will publish the applicable rates when international sales launch.

3) How long does delivery take?

Saudi Arabia local delivery usually takes 3–5 business days after dispatch. Processing time is separate from transit time.

Delivery estimates may vary during holidays, promotions or carrier disruptions. Follow your tracking updates for the latest status.

4) When will I receive my order after placing it?

4.1 Processing & Dispatch

In-stock items: Orders are usually dispatched within 3 business days.

Customized items: Production and preparation may take longer. Please contact our support team for the exact lead time.

4.2 Typical Delivery Time (Non-Promotion Period)

Saudi Arabia local courier: typically 3–5 business days after dispatch, based on tracking updates.

4.3 Important Notes

Holidays, major promotions, epidemics, and other unforeseen events may affect dispatch schedules and delivery timelines. Please follow tracking updates for the latest status.

If delivery fails due to the following reasons, the recipient is responsible for related costs and consequences:

  • Incorrect or incomplete shipping address / phone number
  • Carrier cannot reach the recipient
  • Recipient refuses delivery
  • Loss/damage caused by choosing “no signature required”
  • Refusal to pay local taxes, duties, or fees
  • Failure to provide required customs documents
  • Parcel lost/stolen due to recipient negligence or being unreachable

5) International shipping and customs

International delivery is not currently available. Destination-specific shipping and customs information will be published before this service launches.

6) My order has an issue — how can I get help?

We recommend checking the parcel condition before signing for it, and recording an unboxing/video during opening and use for after-sales support.

If you receive a defective, missing, or incorrect item, please email:

hello@dunevoyager.com

Please include the following:

  • Order number
  • A clear description of the issue
  • Clear photos/videos (must include the outer carton and shipping label)

If the provided information is insufficient, we may request additional verification. Once confirmed, we will arrange a replacement, partial refund, or full refund depending on the case.

If an incorrect item was shipped, whether the original item needs to be returned will be decided by DuneVoyager after evaluation. Please contact us first.

Our support team usually reviews and replies within 3 business days.

7) Can I cancel or modify my order?

Order cancellation or changes are only possible before the order enters processing or has been shipped, and must be handled manually by our support team.

  • Within 24 hours after purchase, you can request cancellation or changes if the order has not been processed yet.
  • Typically, orders enter processing within 2 business days after purchase.
  • During weekends or promotions, processing may take 3–5 business days.
  • Once an order is processing or shipped, it cannot be canceled or changed.

Support availability may be limited on non-working days/weekends. Please confirm your order details carefully before placing an order. For urgent requests, contact us via email or online chat.

8) Can I track my shipment?

Yes.

  • After placing an order, you will receive an Order Confirmation email.
  • After shipment, we will send another email with your tracking number, which you can use to check the delivery status online.

If you didn’t receive the emails or have trouble tracking, please contact our support team.

9) Which logistics carriers do you use?

We select reliable logistics partners based on destination and service availability, including but not limited to:

J&T Express, SF Express, YunExpress, BTY, FedEx, DHL Express.