Shipping policy

This Shipping Policy explains how NOVA Labs ("we", "us", "our") processes and delivers orders placed on our website.

1) Where we ship

We ship to two regions:

United Arab Emirates (UAE) — our primary market, with cooled and tracked delivery.
GCC countries — Bahrain, Kuwait, Oman, Qatar, and Saudi Arabia — with tracked standard delivery.

2) Order processing time

Processing days: Monday to Friday (excluding UAE public holidays)
Processing time: Orders are typically processed within 1 working day after payment is confirmed.
If we need additional information (e.g., address clarification), processing may be delayed until we receive your response.

3) UAE delivery — shipping rates & estimated timelines

To qualify for next-day delivery, orders must be placed by 6:00 PM UAE time on a business day. Orders placed after the cutoff will be dispatched the following business day.

Dubai & Sharjah

Standard delivery fee: AED 30
Free delivery on orders AED 400 or more
Estimated delivery: 1 day (cooled, tracked)

Other Emirates (Abu Dhabi, Ajman, Umm Al Quwain, Fujairah, Ras Al Khaimah, and other non-western areas)

Standard delivery fee: AED 60
Free delivery on orders AED 800 or more
Estimated delivery: 1 day (cooled, tracked)

Western Regions (Al Dhafra, Ruwais, Liwa, Ghayathi, Madinat Zayed, Mirfa, Tarif, Sila, Sir Bani Yas, and surrounding areas)

Standard delivery fee: AED 60
Free delivery on orders AED 800 or more
Estimated delivery: 2–3 working days
Important: Cooled shipping is not available to western regions. Orders are dispatched in standard (non-refrigerated) packaging.

Delivery times are estimates and may be affected by traffic, weather, public holidays, carrier capacity, or other events outside our control.

4) GCC delivery — shipping rates & estimated timelines

We ship to Bahrain, Kuwait, Oman, Qatar, and Saudi Arabia via tracked courier.

Estimated delivery: 5 working days
Any applicable customs duties or import taxes are collected directly by the courier upon delivery and are the responsibility of the recipient.
Important: Cooled (cold-chain) shipping is not available for GCC deliveries.

GCC shipments generally clear customs without issue. In the rare event that a shipment is held or returned by customs, NOVA Labs is not responsible for delays or costs arising from the inspection. A refund will only be issued once the items have been physically received back at our facility in Dubai. Return shipping costs in such cases are not covered by NOVA Labs.

5) Cold-chain & temperature-controlled packaging

For UAE orders to Dubai, Sharjah, and most other Emirates, we use cooled, insulated packaging to help protect temperature-sensitive products during transit.

However:

Temperature control cannot be guaranteed once a shipment is handed to the courier.
Delivery delays, incorrect addresses, or unattended deliveries can compromise product integrity.
Cooled shipping is not available to UAE western regions or GCC countries.
We may decline responsibility for temperature-related issues arising from failed delivery attempts or customer-provided address or contact errors.

If you require strict temperature-controlled logistics, please contact us before placing an order to confirm availability.

6) Carriers & tracking

We use reputable third-party courier partners for all deliveries.

Tracking: Where tracking is available, we will share tracking details by email or SMS once your order is dispatched.
Carrier selection: The carrier may vary based on destination, product requirements, and service availability.

7) Failed delivery & address issues

Please confirm your delivery address and contact number carefully at checkout. If a delivery fails due to an incorrect or incomplete address, an unreachable phone number, the recipient being unavailable, or refusal to accept the delivery, we may:

arrange a re-delivery (additional fees may apply), or
return the package and process it in accordance with our Refund Policy (shipping fees are generally non-refundable unless required by law).

8) Delays

We are not liable for delays caused by courier operations, customs or inspection requirements, weather, public holidays, or events outside our control. If your order is delayed, we will assist in checking its status with the courier and provide updated delivery information where available.