Last Updated: 4 September 2026

This Shipping Policy explains how MENA3D handles the shipping, delivery, collection, and receipt of physical products supplied to customers.

This policy applies to products supplied by Mena3D Trading FZE, located at JAFZA One Building, 11th Floor, Office No. A1100, Dubai, United Arab Emirates.

MENA3D supplies specialist metrology equipment, geospatial equipment, accessories, hardware, and related professional solutions to customers primarily within the United Arab Emirates.

Because many of our products are specialist professional systems supplied through our technology partners and manufacturers, shipping methods, availability, lead times, and delivery arrangements may vary according to the individual product and order.

1. Shipping Coverage

MENA3D primarily supplies and delivers products to customers within the United Arab Emirates (UAE).

Delivery availability may depend on:

  • Customer location.
  • Product type.
  • Product size and weight.
  • Manufacturer availability.
  • Shipping requirements.
  • Installation requirements.
  • Transportation restrictions.
  • Project requirements.

Specific delivery arrangements will normally be confirmed in the applicable quotation, order confirmation, or other written communication from MENA3D.

If you have questions about delivery to a particular location, please contact us at contact@mena3d.com.

2. Shipping Methods

Depending on the product and delivery location, MENA3D may arrange delivery using:

  • Local courier services.
  • Specialist logistics providers.
  • Freight services.
  • Manufacturer-arranged shipping.
  • Direct delivery by MENA3D where appropriate.
  • Customer collection where agreed.
  • Other suitable transportation methods depending on the equipment.

The shipping method will be selected based on the product type, value, dimensions, weight, handling requirements, destination, and agreed commercial terms.

Certain professional or sensitive equipment may require specialist handling or transportation.

3. Shipping Charges

Shipping charges may vary depending on the order and delivery requirements.

Factors that may affect shipping costs include:

  • Delivery location.
  • Product dimensions and weight.
  • Shipping method.
  • Insurance requirements.
  • Specialist handling.
  • Freight requirements.
  • Manufacturer shipping charges.
  • Urgent or expedited delivery requests.
  • Installation or site-delivery requirements.

Where applicable, shipping or delivery charges will be communicated through the relevant quotation, order confirmation, or other commercial documentation.

Customers should review the applicable quotation carefully before confirming an order.

4. Order Processing

After an order has been accepted by MENA3D, our team will process the order according to the agreed product specification, availability, manufacturer requirements, and commercial terms.

Order processing may include:

  • Confirming product availability.
  • Placing an order with the relevant manufacturer.
  • Confirming the required configuration.
  • Arranging accessories or additional components.
  • Preparing documentation.
  • Coordinating transportation.
  • Scheduling delivery.
  • Coordinating installation or commissioning where applicable.

Processing requirements vary according to the product and order.

5. Product Availability

Products displayed on the MENA3D website are not necessarily held in local stock at all times.

As an authorized distributor and supplier of specialist professional technologies, MENA3D may source products from its manufacturers and technology partners based on customer requirements.

Product availability may depend on:

  • Manufacturer stock.
  • Production schedules.
  • Product configuration.
  • Model availability.
  • Accessories required.
  • Manufacturing lead times.
  • International shipping.
  • Import procedures.
  • Logistics conditions.

MENA3D will provide available lead-time information through the applicable quotation or communication with the customer.

6. Estimated Delivery Times

Delivery times vary depending on the product and order.

Where an estimated delivery date or lead time is provided, it is given based on the information available at that time.

Estimated delivery times may depend on:

  • Manufacturer lead times.
  • Product availability.
  • Product configuration.
  • International transportation.
  • Freight schedules.
  • Customs clearance.
  • Import procedures.
  • Local transportation.
  • Customer location.
  • Installation requirements.
  • Events outside MENA3D’s reasonable control.

Unless MENA3D has expressly confirmed a guaranteed delivery date in writing, delivery dates and lead times should be considered estimates.

MENA3D will make reasonable efforts to keep customers informed of significant changes affecting an expected delivery.

7. Manufacturer Lead Times

Some products supplied by MENA3D are manufactured or prepared specifically after an order is confirmed.

Manufacturer lead times may therefore form part of the overall delivery period.

Lead times may change because of:

  • Production capacity.
  • Component availability.
  • Product configuration.
  • Factory schedules.
  • Manufacturer holidays.
  • Supply-chain conditions.
  • Transportation availability.
  • Other circumstances affecting the manufacturer.

Where manufacturer lead times apply, MENA3D will provide the available information to the customer as part of the quotation or order process.

8. Special-Order and Configured Products

Certain products may be:

  • Specially ordered for a customer.
  • Manufactured according to customer requirements.
  • Supplied with selected accessories.
  • Configured for a particular application.
  • Prepared with specific hardware or software.
  • Procured specifically against an accepted quotation or purchase order.

These products may require additional preparation and shipping time.

Estimated timelines for such orders will be communicated according to the information available from the relevant manufacturer.

Please also refer to our Return & Refund Policy regarding cancellation or return conditions for special-order and configured products.

9. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

This should include, where applicable:

  • Company name.
  • Contact person’s name.
  • Building or facility name.
  • Street or area.
  • Emirate.
  • Delivery instructions.
  • Contact telephone number.
  • Any site-access requirements.

MENA3D is not responsible for avoidable delays resulting from incorrect, incomplete, or outdated delivery information provided by the customer, except where otherwise required by applicable law.

If your delivery information changes after an order is confirmed, please contact MENA3D as soon as possible.

10. Site Access and Delivery Requirements

Certain equipment may require special arrangements for delivery because of its size, weight, value, sensitivity, or installation requirements.

Customers should inform MENA3D in advance if the delivery location has special requirements such as:

  • Restricted vehicle access.
  • Security clearance.
  • Loading or unloading restrictions.
  • Specific delivery hours.
  • Site permits.
  • Access passes.
  • Loading docks.
  • Lifting equipment requirements.
  • Special handling requirements.
  • Site safety procedures.

Failure to provide relevant site information may result in delivery delays or additional arrangements.

11. Delivery and Installation

For certain products, delivery may be coordinated with installation, commissioning, setup, calibration, demonstration, or training services.

Where these services form part of the agreed scope, the applicable quotation or project documentation will specify the relevant arrangements.

Delivery of equipment does not automatically include installation, commissioning, calibration, or training unless these services have been included in the agreed quotation or otherwise confirmed by MENA3D in writing.

12. Customer Collection

Where agreed in advance, customers may be permitted to collect certain products directly from MENA3D or another designated collection location.

Collection arrangements must be confirmed before arrival.

Customers may be required to provide:

  • Order reference.
  • Company information.
  • Identification.
  • Authorization to collect on behalf of the purchasing organization.

Products should not be collected until MENA3D has confirmed that the order is ready for collection.

13. Delivery Inspection

Customers should inspect delivered products as soon as reasonably possible after receiving them.

Please check:

  • The number of packages received.
  • The external condition of the packaging.
  • Product model and description.
  • Visible physical damage.
  • Missing components.
  • Incorrect products.
  • Any obvious delivery discrepancy.

Where there is visible shipping damage, customers should, where possible, document the condition of the shipment before or immediately after opening it.

Photographs of the packaging and product may help us investigate the issue with the courier, freight provider, or manufacturer.

14. Damaged Shipments

If a product appears to have been damaged during transportation, please contact MENA3D promptly at contact@mena3d.com.

Please provide, where available:

  • Order or quotation reference.
  • Product name.
  • Product model.
  • Serial number.
  • Description of the damage.
  • Photographs of the external packaging.
  • Photographs of the internal packaging.
  • Photographs of the damaged product.
  • Delivery documentation.

Please retain the product, original packaging, labels, accessories, and shipping materials until MENA3D has reviewed the matter.

MENA3D will investigate the issue and coordinate with the applicable logistics provider, manufacturer, or other relevant party where necessary.

15. Incorrect or Incomplete Deliveries

If you receive an incorrect product, incorrect model, incorrect quantity, or a shipment that appears to be incomplete, please contact MENA3D promptly.

Please provide your order information and details of the discrepancy.

MENA3D will review the order and determine the appropriate corrective action.

Where MENA3D confirms that an incorrect product or quantity was supplied, we will coordinate the appropriate resolution in accordance with the order terms and applicable law.

16. Failed Delivery Attempts

Customers are responsible for ensuring that an authorized person is available to receive the shipment where required.

If delivery cannot be completed because:

  • No authorized recipient is available.
  • Access to the site is unavailable.
  • Incorrect delivery details were supplied.
  • Required security clearance was not arranged.
  • The customer refuses delivery without an applicable reason.
  • Other customer-controlled delivery requirements have not been satisfied.

the shipment may need to be rescheduled, held, returned, or otherwise rearranged.

Any additional costs resulting from a failed delivery for reasons attributable to the customer may be communicated to the customer where applicable and permitted by law.

17. Delivery Delays

Although MENA3D makes reasonable efforts to meet expected delivery timelines, delays may occasionally occur.

Possible causes include:

  • Manufacturer production delays.
  • Product shortages.
  • Component shortages.
  • International transportation delays.
  • Customs processing.
  • Import procedures.
  • Courier or freight disruptions.
  • Port or airport disruption.
  • Severe weather.
  • Government restrictions.
  • Supply-chain disruption.
  • Force majeure events.
  • Other circumstances beyond MENA3D’s reasonable control.

Where we become aware of a material delay, MENA3D will make reasonable efforts to provide updated information to the affected customer.

18. Customs and Import Procedures

Certain products supplied by MENA3D may be imported into the UAE from international manufacturers.

Delivery timelines may therefore be affected by customs clearance, import documentation, regulatory approvals, classification requirements, inspections, or other applicable import procedures.

MENA3D will coordinate applicable import and logistics arrangements according to the agreed commercial terms.

Customers may be required to provide documentation or information where it is reasonably necessary for a specific shipment, destination, application, or regulatory requirement.

19. Risk and Responsibility During Transportation

Responsibility for products during transportation and the point at which risk passes between MENA3D and the customer may depend on the delivery terms stated in the applicable quotation, purchase order, contract, or other agreed commercial documentation.

Where specific shipping or delivery terms have been agreed for an order, those terms will apply.

Customers should review their quotation or order documentation for any specific delivery conditions.

20. Tracking Information

Where shipment tracking is available through the selected courier or logistics provider, MENA3D may provide tracking or shipment information to the customer.

Tracking availability depends on the transportation method and logistics provider used.

Certain freight shipments, specialist deliveries, or direct manufacturer shipments may be tracked through different procedures.

For information regarding an active order or shipment, customers may contact contact@mena3d.com.

21. Changes to Delivery Arrangements

If you need to change the delivery address, contact person, site instructions, or other delivery details after confirming an order, please contact MENA3D as soon as possible.

We will make reasonable efforts to accommodate requested changes where possible.

However, changes may not always be possible once a product has:

  • Been dispatched.
  • Entered international transportation.
  • Been handed to a courier.
  • Been assigned to a freight provider.
  • Entered customs clearance.
  • Reached the final delivery stage.

Additional transportation or handling costs may apply where a customer-requested change creates additional logistics requirements.

22. Refused Deliveries

Customers should not refuse a shipment without contacting MENA3D unless there is a reasonable immediate concern, such as significant visible transportation damage.

If a shipment appears damaged, please photograph the packaging and contact MENA3D promptly.

Where a customer refuses delivery without an applicable reason after an order has been properly supplied and dispatched, additional transportation, storage, redelivery, or return costs may apply where permitted by the applicable agreement and law.

23. Lost Shipments

If a shipment cannot be located or appears to have been lost during transportation, please contact MENA3D.

MENA3D will investigate the matter with the applicable courier, freight provider, manufacturer, or logistics company.

If the shipment is confirmed as lost, the appropriate resolution will be determined according to the circumstances, applicable shipping arrangements, contractual terms, insurance coverage where relevant, and applicable law.

24. Force Majeure and Events Beyond Our Control

MENA3D will not be responsible for a failure or delay in delivery caused by circumstances reasonably beyond our control.

These circumstances may include:

  • Natural disasters.
  • Severe weather.
  • Fire or flooding.
  • War or civil disturbance.
  • Government action.
  • Transport restrictions.
  • International trade disruption.
  • Customs delays.
  • Port or airport closures.
  • Labor disputes.
  • Manufacturer disruption.
  • Supply-chain shortages.
  • Telecommunications failures.
  • Cybersecurity incidents.
  • Epidemics or pandemics.
  • Other comparable unforeseen circumstances.

Where such an event materially affects an order, MENA3D will make reasonable efforts to communicate available information and coordinate an appropriate next step with the customer.

25. Returns After Delivery

Shipping and delivery matters relating to returns, defective products, incorrect products, exchanges, replacements, or refunds are governed by our Return & Refund Policy.

Customers should contact MENA3D before returning any product.

Products should not be returned without prior authorization.

Please refer to our Return & Refund Policy for further information.

26. Manufacturer Warranty

Physical products supplied by MENA3D are generally subject to the applicable manufacturer’s warranty, unless otherwise expressly stated in writing.

Shipping or transportation associated with a warranty claim may depend on:

  • Manufacturer warranty conditions.
  • Nature of the defect.
  • Product location.
  • Inspection requirements.
  • Manufacturer service procedures.
  • Applicable contractual terms.
  • Applicable UAE law.

MENA3D will provide appropriate instructions after reviewing the warranty request.

27. Professional Services

This Shipping Policy primarily applies to the supply and delivery of physical products.

MENA3D also provides professional services including training, installation, technical support, surveying, scanning, measurement, mapping, and related services.

Scheduling, mobilization, travel, site attendance, equipment transportation, and other requirements associated with professional services will be governed by the applicable quotation, proposal, statement of work, or project agreement.

28. Compliance With UAE Law

MENA3D aims to handle shipping and delivery activities in accordance with applicable laws and regulations of the United Arab Emirates.

Nothing in this Shipping Policy is intended to exclude, restrict, or reduce any mandatory rights or remedies available to a customer under applicable UAE law.

Where applicable law provides a customer with rights that differ from a provision of this policy, the applicable legal requirement will prevail.

29. Relationship With Other Agreements

Individual orders may be subject to additional terms contained in an official:

  • MENA3D quotation.
  • Purchase order.
  • Order confirmation.
  • Sales agreement.
  • Project agreement.
  • Tender.
  • Statement of work.
  • Other written commercial agreement.

Where specifically agreed written commercial terms differ from this general Shipping Policy, the specifically agreed terms will apply to that particular transaction to the extent permitted by applicable law.

30. Changes to This Shipping Policy

MENA3D may update this Shipping Policy periodically to reflect changes in our logistics arrangements, manufacturers, products, business operations, shipping practices, or applicable legal requirements.

When changes are made, the “Last Updated” date at the top of this page will be revised.

We encourage customers to review the current Shipping Policy when placing or confirming an order.

31. Contact Us

If you have questions about shipping, delivery, product availability, lead times, an existing shipment, or delivery requirements, please contact MENA3D.

MENA3D
Mena3D Trading FZE

Address: JAFZA One Building, 11th Floor, Office No. A1100, Dubai, United Arab Emirates
Phone: +971 2 872 8014
Email: contact@mena3d.com

Our team will assist you with the applicable shipping and delivery information for your order.