Shipping & Delivery Policy

Last Updated: 19 August 2026

Welcome to TEREAA.AE.

This Shipping & Delivery Policy explains how we process, prepare, and deliver orders placed through TEREAA.AE within the United Arab Emirates.

We aim to provide a reliable delivery service while following applicable UAE laws, regulations, and age-verification requirements.

1. Delivery Coverage

TEREAA.AE provides delivery services within the United Arab Emirates, subject to delivery-area availability, product availability, and applicable laws and regulations.

Our delivery coverage may include:

• Dubai
• Abu Dhabi
• Sharjah
• Ajman
• Umm Al Quwain
• Ras Al Khaimah
• Fujairah
• Al Ain
• Other accessible UAE locations covered by our delivery service

Delivery availability may vary depending on the location, operating hours, product availability, and delivery conditions.

Some remote or restricted locations may require different delivery arrangements.

2. Dubai Delivery

We offer fast delivery options in Dubai, subject to the customer's location, order confirmation, product availability, and delivery capacity.

Same-day or express delivery may be available for eligible Dubai locations.

Estimated delivery times may vary because of traffic, weather, public holidays, road restrictions, order volume, or other circumstances outside our reasonable control.

3. UAE-Wide Delivery

Delivery to other Emirates is available where our delivery service covers the customer's location.

Delivery time outside Dubai may vary depending on the destination and delivery route.

Customers will receive an estimated delivery timeframe when their order is confirmed.

4. Order Processing

Orders are processed after they are successfully received and the required information has been confirmed.

Before dispatch, we may contact the customer by phone or WhatsApp to confirm:

• Customer name
• Mobile number
• Delivery address
• Order details
• Delivery instructions
• Age eligibility where required

Orders may be delayed or cancelled if the information provided is incomplete, inaccurate, or cannot be verified.

5. Delivery Charges

Applicable delivery charges will be shown during checkout or communicated by our team before the order is confirmed.

Delivery charges may depend on:

• Delivery location
• Order value
• Delivery service
• Promotional delivery conditions
• Remote or special-access locations

If an order qualifies for free delivery under a specific offer, the applicable terms of that offer will apply.

6. Age Verification

TEREAA.AE does not sell tobacco or tobacco products to persons under 18 years of age.

Under applicable UAE tobacco-control requirements, the sale or attempted sale of tobacco products to persons under 18 is prohibited.

For applicable orders, the delivery team may request valid identification from the recipient.

If the recipient is under 18 or cannot provide satisfactory age verification when required, the delivery will not be completed.

7. Recipient Requirements

The customer or an eligible recipient must be available to receive the order at the provided delivery address.

Our delivery team may contact the recipient before or during delivery.

For applicable tobacco-product orders, the recipient must satisfy the required age-verification requirements.

The delivery team may refuse delivery if the required legal conditions cannot be satisfied.

8. Delivery Address

Customers are responsible for providing complete and accurate delivery information.

Please provide:

• Full name
• Valid mobile number
• Emirate and area
• Building or villa name/number
• Apartment, office, or unit number where applicable
• Useful delivery instructions

TEREAA.AE is not responsible for delays caused by incorrect, incomplete, or outdated delivery information supplied by the customer.

9. Failed Delivery

A delivery may be unsuccessful if:

• The customer cannot be contacted
• Nobody is available to receive the order
• The delivery address is incorrect or incomplete
• The recipient does not meet the applicable age requirement
• Required identification cannot be provided
• Access to the delivery location is restricted
• The customer refuses the order
• Delivery cannot legally be completed

Where reasonably possible, our team will contact the customer to arrange another delivery attempt.

Additional delivery charges may apply for repeated delivery attempts where applicable.

10. Delivery Delays

We make reasonable efforts to deliver orders within the estimated timeframe provided to the customer.

However, delivery times may be affected by circumstances beyond our reasonable control, including:

• Heavy traffic
• Road closures
• Severe weather
• Public holidays
• Courier or delivery disruptions
• High order volumes
• Incorrect delivery information
• Access restrictions
• Government or regulatory requirements
• Technical or operational issues

A delivery estimate is not a guaranteed delivery deadline.

11. Damaged or Incorrect Orders

Customers should check their order when it is delivered.

If you receive an incorrect, damaged, or materially defective item, please contact us as soon as reasonably possible.

Please provide:

• Order number
• Customer name
• Description of the issue
• Clear photographs where appropriate

Our team will review the issue and advise you on the appropriate resolution under our Return & Refund Policy.

12. Missing Items

If an item appears to be missing from your order, please contact TEREAA.AE promptly after delivery.

Our team may request order information, photographs, or other details to investigate the issue.

After verification, we will determine the appropriate resolution in accordance with our applicable policies.

13. Order Cancellation Before Dispatch

Customers who wish to cancel an order should contact us as soon as possible.

Cancellation requests may be accepted if the order has not yet been dispatched.

Once an order has been dispatched or handed to the delivery team, cancellation may no longer be possible.

Any eligible refund will be handled according to our Return & Refund Policy.

14. Refusal of Delivery

TEREAA.AE reserves the right to refuse or stop delivery when necessary to comply with applicable UAE laws, age-verification requirements, safety requirements, or order-verification procedures.

This includes situations where the recipient is under 18 or required age verification cannot be completed.

Where an order cannot be legally or reasonably delivered, our team will contact the customer regarding the available next steps.

15. International Shipping

TEREAA.AE currently focuses on delivery within the United Arab Emirates.

International shipping is not guaranteed and will only be offered where legally permitted and operationally available.

Customers are responsible for complying with applicable customs, import, export, and regulatory requirements for destinations outside the UAE.

16. Delivery Confirmation

An order may be considered delivered when it has been handed to the eligible recipient at the confirmed delivery location.

Where appropriate, delivery confirmation may be recorded through the delivery service or courier system.

17. Contact Us About Your Delivery

For delivery questions, order updates, or assistance, please contact our support team.

Website: TEREAA.AE

WhatsApp: +971 58 803 2346

When contacting us about an existing order, please provide your order number and registered mobile number so that we can locate your order efficiently.

18. Policy Updates

TEREAA.AE may update this Shipping & Delivery Policy from time to time to reflect changes to our delivery services, operational procedures, or applicable legal requirements.

The latest version will be published on this page with the applicable Last Updated date.

TEREAA.AE

Delivery services are subject to product availability, delivery-area coverage, age verification, and applicable UAE laws and regulations.