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Aroma Labs
AROMA LABS

Shipping policy

Last updated: July 2, 2025

At Aroma Lab FZCO (“we,” “us,” or “our”), we strive to deliver your fragrance products accurately, securely, and on time. This Shipping Policy outlines our processing times, carriers, costs, delivery estimates, and international shipping terms.

1. Order Processing

  • Processing Window: Orders are processed Monday–Friday, 9 AM–6 PM GST (GMT +4), excluding UAE public holidays.

  • Processing Time:

    • Sample Kits & Vials: Processed and shipped within 2–3 business days of order confirmation.

    • Pilot Runs & Bulk Orders: Processed within 5 business days of sample approval or payment receipt.

2. Shipping Carriers & Methods

We partner with trusted carriers for reliable delivery:

  • Domestic (UAE): Aramex or Emirates Post

  • International: DHL Express, FedEx International, UPS Worldwide

At checkout, you may select your preferred carrier (where available) and service level (standard or expedited).

3. Shipping Costs & Estimates

  • Calculation: Shipping fees are calculated at checkout based on total weight, shipment dimensions, destination, and carrier rates.

  • Estimated Delivery Times:

    • UAE Standard: 1–2 business days

    • UAE Express: Next-business-day delivery (cutoff 3 PM GST)

    • Middle East & South Asia: 3–5 business days (standard)

    • Europe & North America: 4–7 business days (standard)

    • Rest of World: 7–14 business days (standard)

  • Expedited Options: Available at checkout for faster transit; subject to additional fees and carrier availability.

All delivery estimates are from the date of handover to the carrier.

4. Customs, Duties & Taxes

  • International Shipments: Recipients are responsible for any import duties, customs fees, or local taxes assessed by the destination country.

  • Customs Documentation: We include a commercial invoice and (where required) Safety Data Sheets (SDS) to facilitate customs clearance.

5. Order Tracking

  • Once your order ships, you will receive a confirmation email with the carrier name and tracking number.

  • You can track your shipment directly on the carrier’s website.

  • For multi-package orders, each parcel will have its own tracking details.

6. Lost, Damaged or Delayed Shipments

  • Damage in Transit: Inspect all packages on delivery. If you notice visible damage, please refuse delivery or sign with “damage noted,” then contact us within 7 days at support@aroma-labs.com with photos.

  • Lost Shipments: If tracking shows a delivery exception or loss, notify us within 10 business days of the expected delivery date. We will work with the carrier to locate or replace your order.

  • Delayed Shipments: Transit delays due to customs, weather, or carrier issues are beyond our control. We will assist in liaising with the carrier but cannot guarantee expedited resolution.

7. P.O. Boxes & APO/FPO Addresses

  • We can ship samples and small parcels via Emirates Post or USPS-dutiable routes. Please be aware that some carriers may not deliver to all military or remote addresses.

8. Returns Shipping

  • See our Return & Refund Policy for instructions on returning damaged or defective items and information on pre-paid return labels.

9. Contact Us

For any shipping inquiries or assistance, please contact:
Email: support@aroma-labs.com
Phone: +971 4 XXX XXXX (Mon–Fri, 9 AM–6 PM GST)

Thank you for choosing Aroma Lab. We appreciate your business and will do our utmost to ensure your orders arrive safely and promptly.