Shipping policy

Delivery

We can ship to virtually any address in the world. Note that there are restrictions on some products that cannot be shipped to international destinations due to licensing restrictions. We will notify you in case you stumbled upon a case like this.

When you place an order, we will estimate shipping and delivery dates for you based on your delivery destination, the availability of your items and the shipping options you choose. Depending on the shipping provider, shipping date estimates may appear on the shipping quotes page and you might get a tracking number to track the whereabouts of your package.

We deliver domestically in two markets: the UAE and Lebanon. We also ship internationally from the UAE and from Lebanon, depending on where you are and on where your purchased product is. To note that the shipping rates for many items we sell are based on their volumetric weight or actual weight, whichever is higher (as per courier’s policy).

Delivery Methods

Domestic Shipping (UAE)

Delivery:
We use local shippers like SMSA, Fetchr, Careem and even our own drivers to deliver your orders. If we get very busy, there may be a small delay in shipping. Local deliveries inside Dubai are available at a flat rate of 10 AED and takes 1 - 5 working days*.
Free shipping for orders exceeding 500 AED in value.
Local deliveries outside Dubai are availabe at a flat rate of 25 AED and takes 1-5 working days*.
Free shipping for orders exceeding 1000 AED in value.
Any orders after 3pm is considered the next day.

Self Collection:
Ideal for customers who need their order right away or have no one at home to receive the order. Once your order is ready, we will contact you through phone call/SMS/Whatsapp/email and advise you on the best pick-up point for you based on your location and date/time preferences.

Special Arrangements:
Of course, if you need to make special shipping arrangements (emergency birthday gifts), please enter a message in the comments box during checkout or contact us via the "Contact Us" page or email us at shop.uae@superheatedneurons.com and we will be happy to help! If you have made a purchase with one of our Customer Service Representatives over social media, via a phone call or chat, you can also ask them any questions, and raise any concern through them and ask for the possibility of special arrangements.

Working Days:
Sunday-Thursday (excluding UAE government Public Holidays)

Domestic Shipping (Lebanon)

Delivery:
We use local shippers like Liban Post, Aramex and even our own drivers to deliver your orders. If we get very busy, there may be a small delay in shipping. Local deliveries are FREE of charge and take 1-5 working days*.
Any orders after 3pm is considered the next day.

Self Collection:
Ideal for customers who need their order right away or have no one at home to receive the order. Once your order is ready, we will contact you through phone call/SMS/Whatsapp/email and advise you on the best pick-up point for you based on your location and date/time preferences.

Special Arrangements:
Of course, if you need to make special shipping arrangements (emergency birthday gifts), please enter a message in the comments box during checkout or contact us via the "Contact Us" page or email us at shop.leb@superheatedneurons.com and we will be happy to help! If you have made a purchase with one of our Customer Service Representatives over social media, via a phone call or chat, you can also ask them any questions, and raise any concern through them and ask for the possibility of special arrangements.

Working Days:
Monday-Friday (excluding Lebanon government Public Holidays)

International Shipping

Delivery:
We offer delivery via DHL Express, for International orders. We aim to dispatch within a day from your order and goods should arrive within 2-8 working days following dispatch depending on the destination country.

Our delivery charges are based on the parcel weight or volumetric weight (whichever is higher) as well as the country where you reside. Some items have a flat rate shipping or even a free shipping option, this depends on the item itself, where the item is going to ship from and your destination. You will be able to review an estimated shipping cost prior to placing your order on the website, or through our customer service agent in contact with you.

You may be charged for duties, taxes or any surcharges which may be imposed by your country as your order passes through customs, in addition to handling/storage fees imposed by the courier (if applicable). Any charges on a parcel shall be paid and borne by the person/company receiving the parcel. These are considered Import Fees and are the full responsibility of the person receiving the package in the country of destination. If required by local authorities, the courier company may reach out to you for official documents, such as tax invoices or proof of payment, to facilitate customs clearance.

If available, you will be issued a tracking number for your package when it is shipped. This should allow you to see exactly where your package is and when it should arrive.

Special Arrangements:
Of course, if you need to make special shipping arrangements (emergency birthday gifts), please enter a message in the comments box during checkout or contact us via the "Contact Us" page or email us at shop@superheatedneurons.com and we will be happy to help! If you have made a purchase with one of our Customer Service Representatives over social media, via a phone call or chat, you can also ask them any questions, and raise any concern through them and ask for the possibility of special arrangements.

Working Days:
Monday-Saturday (excluding Lebanon government Public Holidays)

International shipping limitations:
For international shipping outside the UAE and Lebanon, buyers are responsible for complying with their respective country's laws, regulations, taxes, and duties. We cannot be held accountable for any packages being detained, delayed, opened or damaged in Customs and any additional fees incurred resulting from Law and Regulations of the destination country. (Hope you can understand.)

Please note that product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering with us, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

 

Definition of Terms

-Import Fees: apply for international shipping only. Items you order and want to deliver outside the UAE or Lebanon may be subject to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

-Volumetric Weight: is calculated as follows: Length x Width x Height of package divided by 5000.