Shipping Policy
1) Where do you ship?
Saudi Arabia: We deliver nationwide across Saudi Arabia via local couriers.
International: We also offer international shipping to most countries and regions. Before you pay, the checkout page will automatically show the available shipping options and the exact cost based on your delivery address.
In rare cases (force majeure or special situations), available services and delivery times may change. The options shown at checkout are the final reference.
2) How much is shipping?
2.1 Local Delivery (Saudi Arabia)
We provide an economical local shipping service within Saudi Arabia.
Free shipping is available for orders over USD 27.
We’re working on adding more local warehouses in additional countries/regions to lower shipping costs and improve delivery speed.
2.2 International Express Shipping
For other countries and regions, we typically ship via DHL Express or an equivalent international express service.
International shipping usually ranges from USD 10–40 tax not included depending on destination.
Free DHL Express shipping is available for orders over USD 500.
2.3 Duties, Taxes & Customs Fees
International shipping fees do not include any import tax, customs duty, or clearance/handling charges that may be applied by your country/region.
DuneVoyager does not cover fees charged by customs or local carriers. Please check local import rules in advance.
Important: If a parcel is refused/returned/destroyed due to the buyer’s refusal to pay duties or related fees, the order is not eligible for a refund, and shipping fees already incurred are non-refundable.
2.4 Special Shipping Scenarios
For some destinations, taxes may be included in the international shipping service. However, if customs or the carrier charges extra administrative or service fees, the recipient must cover them.
Remote areas may incur additional delivery surcharges. If this applies, we will contact you for confirmation before dispatch.
If you have any questions about shipping methods, costs, or estimated delivery time before ordering, please contact DuneVoyager Support. We’re happy to help.
3) How long does delivery take?
Delivery time depends on the shipping origin warehouse, destination country/region, and the selected shipping method.
The following estimates are in business days and may vary. Always refer to tracking updates for the most accurate status.
Estimated Transit Time (Business Days)
| Origin Warehouse | Continent / Region | Country / Region | Estimated Time | Shipping Method |
|---|---|---|---|---|
| Saudi Arabia · Riyadh | Asia | Saudi Arabia | 3–5 days | Local courier |
| China · Shenzhen | North America | United States | 7–12 days | International express |
| China · Shenzhen | North America | Canada | 8–15 days | International express |
| China · Shenzhen | North America | Mexico | 7–12 days | International express |
| China · Shenzhen | Oceania | Australia, New Zealand | 7–12 days | International express |
| China · Shenzhen | Europe | United Kingdom | 10–15 days | International express |
| China · Shenzhen | Europe | Germany, France, Italy, Spain, Netherlands | 10–15 days | International express |
| China · Shenzhen | Europe | Belgium, Ireland, Austria, Sweden, Denmark, Switzerland, Poland, Greece, etc. | 10–15 days | International express |
| China · Shenzhen | Europe | Belarus | 15–20 days | International express |
| China · Shenzhen | Europe | Montenegro | 20–30 days | International express |
| China · Shenzhen | South America | Colombia, Chile | 15–20 days | International express |
| China · Shenzhen | South America | Brazil, Peru, Argentina | 20–30 days | International express |
| China · Shenzhen | Asia | Japan, South Korea, Hong Kong | 7–10 days | International express |
| China · Shenzhen | Asia | UAE, Qatar, Kuwait, Bahrain, Israel, Kazakhstan | 7–10 days | International express |
| China · Shenzhen | Asia | Vietnam, Philippines, Thailand, Singapore, Malaysia, Taiwan | 7–10 days | International express |
| China · Shenzhen | Asia | Indonesia, Turkey, India, Pakistan, Cambodia | 10–15 days | International express |
| China · Shenzhen | Asia | Oman | 15–20 days | International express |
| China · Shenzhen | Africa | Morocco | 10–15 days | International express |
| China · Shenzhen | Africa | Algeria, Mauritius | 15–25 days | International express |
| China · Shenzhen | Other | More countries/regions | Updating | International express |
Delivery Time Notes
- Times above are typical estimates under normal conditions; actual delivery depends on tracking updates.
- If you need a more precise estimate for your destination, please contact our support team before ordering.
Special Notes (Selected Countries)
Brazil
- Recipients must pay import taxes before the parcel enters Brazil.
- The recipient’s tax ID must match the delivery information.
- Please provide a valid tax ID at checkout, for example:
- 11 digits (e.g., 12345678901) / XXX.XXX.XXX-XX / XXX.XXX.XXX/XX
Chile
- Customs clearance may require the recipient’s personal tax ID.
- Please leave the tax ID in the order note to avoid clearance delays.
Thank you for your understanding. If you have questions about shipping or customs, feel free to contact DuneVoyager Support.
4) When will I receive my order after placing it?
4.1 Processing & Dispatch
In-stock items: Orders are usually dispatched within 3 business days.
Customized items: Production and preparation may take longer. Please contact our support team for the exact lead time.
4.2 Typical Delivery Time (Non-Promotion Period)
International shipping: typically 2–3 weeks. Some destinations may take 2–3 months due to complex customs procedures.
International delivery time may be affected by customs and local logistics, which are outside our control. DuneVoyager does not issue refunds for delivery delays.
Saudi Arabia local courier: typically 3–7 business days after dispatch, based on tracking updates.
4.3 Important Notes
Holidays, major promotions, epidemics, and other unforeseen events may affect dispatch schedules and delivery timelines. Please follow tracking updates for the latest status.
If delivery fails due to the following reasons, the recipient is responsible for related costs and consequences:
- Incorrect or incomplete shipping address / phone number
- Carrier cannot reach the recipient
- Recipient refuses delivery
- Loss/damage caused by choosing “no signature required”
- Refusal to pay local taxes, duties, or fees
- Failure to provide required customs documents
- Parcel lost/stolen due to recipient negligence or being unreachable
5) Who pays import tax or customs duties?
Any import tax, customs duty, or clearance fee that may apply is the responsibility of the recipient.
If the recipient refuses to pay and the parcel is returned or rejected, any shipping costs already incurred will still be borne by the customer.
In such cases, DuneVoyager will refund the remaining order amount if applicable after deducting related shipping costs.
6) My order has an issue — how can I get help?
We recommend checking the parcel condition before signing for it, and recording an unboxing/video during opening and use for after-sales support.
If you receive a defective, missing, or incorrect item, please email:
hello@dunevoyager.com
Please include the following:
- Order number
- A clear description of the issue
- Clear photos/videos (must include the outer carton and shipping label)
If the provided information is insufficient, we may request additional verification. Once confirmed, we will arrange a replacement, partial refund, or full refund depending on the case.
If an incorrect item was shipped, whether the original item needs to be returned will be decided by DuneVoyager after evaluation. Please contact us first.
Our support team usually reviews and replies within 3 business days.
7) Can I cancel or modify my order?
Order cancellation or changes are only possible before the order enters processing or has been shipped, and must be handled manually by our support team.
- Within 24 hours after purchase, you can request cancellation or changes if the order has not been processed yet.
- Typically, orders enter processing within 2 business days after purchase.
- During weekends or promotions, processing may take 3–5 business days.
- Once an order is processing or shipped, it cannot be canceled or changed.
Support availability may be limited on non-working days/weekends. Please confirm your order details carefully before placing an order. For urgent requests, contact us via email or online chat.
8) Can I track my shipment?
Yes.
- After placing an order, you will receive an Order Confirmation email.
- After shipment, we will send another email with your tracking number, which you can use to check the delivery status online.
If you didn’t receive the emails or have trouble tracking, please contact our support team.
9) Which logistics carriers do you use?
We select reliable logistics partners based on destination and service availability, including but not limited to:
J&T Express, SF Express, YunExpress, BTY, FedEx, DHL Express.