United Arab Emirates

• We proudly serve all seven emirates: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah
• Coverage includes both urban centers and residential areas
• Service may extend to remote locations subject to additional fees
• Delivery to labor camps and industrial areas is available with specific instructions required

International Shipping

• International shipping services are currently under development
• Sign up for our newsletter to receive updates when international shipping becomes available

Delivery Options & Charges

Standard Delivery Service

• Base cost: AED 15 for all UAE locations
• Service includes professional handling and real-time tracking
• Temperature-controlled vehicles for sensitive items
• Next-day delivery available when ordered before 5 PM
• Rural area surcharge: Additional AED 10–30 based on location accessibility
• Delivery confirmation via SMS and email

Same-Day Delivery

• Premium service through certified courier partners
• Availability varies by location and item type

Same-Day Delivery Process

Contact Verification

• Email us at support@pep.ae
• Message us through WhatsApp
• Include delivery location and desired delivery window

Confirmation Process

• We'll verify service availability
• Provide exact delivery charges
• Confirm delivery timeframe
• Send payment link for additional charges

Cut-off Times

• Dubai: Orders must be placed before 3 PM
• Other emirates: Orders must be placed before 12 AM
• Orders after cut-off time will be scheduled for next-day delivery

Delivery Process & Guidelines

Scheduling Your Delivery

• Select delivery date during checkout process
• Available delivery dates shown in calendar format
• Blackout dates clearly marked for holidays
• Special instructions can be added to order notes
• Recommended to schedule one day ahead for important occasions

Delivery Hours & Timeframes

• Standard delivery window: 8:30 AM – 5:00 PM
• Extended delivery possible until 7:00 PM during peak seasons
• Morning delivery (8:30 AM – 12:00 PM) available in select areas
• Afternoon delivery (12:00 PM – 4:00 PM) available in all areas
• Specific time slots cannot be guaranteed but preferences noted

Contact Requirements

• Local UAE phone number mandatory for delivery coordination
• Alternative contact number recommended
• Building name/number required
• Detailed directions for new developments
• WhatsApp number optional but recommended

Failed Delivery Handling

Additional charges may apply for:

• Incorrect address information
• No response at delivery location
• Customer unavailable during delivery window
• Rescheduling requests after courier dispatch
• Return delivery attempts

Tracking & Customer Support

Delivery Day Support

• Status check available after 10 AM on delivery day
• Contact us if no update received by 2 PM
• Dedicated support team for delivery coordination
• Real-time updates from courier operations
• Priority handling for same-day deliveries

Communication Channels

• Email Support: support@pep.ae — 24/7 email monitoring; response within 2 hours during business hours
• WhatsApp Chat: +971 585 585 247 — Live chat support during business hours; quick response for urgent queries

Service Guarantees & Disclaimer

Our Commitment

• Professional handling of all deliveries
• Temperature-controlled transport where required
• Real-time tracking and updates
• Prompt response to all queries
• Resolution of delivery issues within 24 hours

Important Notes

• We partner with leading UAE courier services
• Delivery times may vary during peak seasons and holidays
• Weather conditions may affect delivery schedules
• Force majeure events may cause unavoidable delays
• Schedule deliveries one day early for critical dates

Cancellation & Modification

• Orders can be modified up to 24 hours before delivery date
• Cancellation charges may apply within 24 hours of delivery
• Delivery date changes subject to availability
• Refunds processed within 5–7 business days
• Store credit in the form of Gift Cards available for immediate use