Shipping policy

Shipping & Delivery Conditions

Thank you for shopping with ETÜGENE!

Below are our detailed terms and conditions regarding shipping and delivery to ensure transparency and a smooth experience.

1. Shipping Locations

  • Products purchased on www.etugene.com are only available for delivery within the United Arab Emirates (UAE).
  • Orders placed from outside the UAE cannot be processed or delivered.

2. Shipping rates

  • Standard Shipping: delivery is included in the price of all items available on our website, with no minimum purchase required. No additional shipping costs will be charged to you at any time.

3. Delivery Times

  • In-Stock Items: If the product is in stock, we will process your order. The estimated shipping time is provided on each product page.
  • Made-to-Order (“On-Demand”) / Out-of-Stock / Customised Items: If the product is not in stock but Made-to-Order or requires customization, additional production time will apply. The production time varies depending on the item and is stated on each product page. Shipping will commence immediately after the production period is complete.

Delivery delays can occasionally occur.

4. Order Processing

  • All orders are subject to confirmation of availability and payment verification.
  • Once your order is processed, you will receive an email confirmation.
  • Once order is processed, changing delivery address is not allowed.
  • Cancellation is possible only when order is not processed. Please contact us.

5. Estimated Delivery Dates

  • While we strive to meet all delivery timelines indicated on each product page, unforeseen delays may occur due to factors outside our control, such as shipping carrier delays or public holidays.
  • Any estimated delivery dates provided are not guaranteed and should be considered as approximations.
  • Delivery times include only working days. Public holidays are not considered as working days

6. Delivery Terms

  • Orders will be delivered to the shipping address provided at checkout. Please ensure that your address details are accurate and complete.
  • If a delivery attempt fails due to incorrect address details or the recipient being unavailable, you will be contacted by email. Additional charges may apply for re-delivery.

7. Tracking and Notifications

  • Once your order has been shipped, you may receive a confirmation email containing tracking information (if available), allowing you to monitor the status of your shipment. 

8. Delays or Issues

  • In rare cases of unexpected delays or issues with your shipment, we will notify you promptly and work with you to resolve the matter.

9. Damaged items on reception

We strive to ensure that your order reaches you in perfect condition. However, if your item arrives damaged, we kindly ask you to take the following steps: 

·        Document the Damage: Upon receipt, please take clear photos and videos of the damaged item(s), including the packaging.

·        Contact Us Promptly: Email us as soon as possible with the photos, videos, and a detailed explanation of the damage. This will help us address your concern efficiently. 

Depending on the circumstances, we may offer a replacement item or a refund. Please review our Return and Refund Policy for full details. Your satisfaction is our priority, and we are here to assist you. 

10. Customs, Duties and Taxes

 All product prices include applicable custom duties and taxes. You will not be charged any additional customs fees upon delivery. 

For customs clearance, certain documents may be attached to your package by carrier or border authorities. There are for administrative use only and can be discarded. 

Invoices are issued by ETÜGENE and be requested at any time.

11. Questions or Support

For inquiries regarding shipping, delivery, or order status, please contact our customer support team at by sending an email. We operate from Monday to Thursday, 9 AM to 5 PM (GST).