Shipping policy
Our Promise
Every Rocker Duck order is prepared with care and dispatched promptly. We want your experience from checkout to delivery to reflect the same standard as the product itself — precise, reliable, and effortless.
Delivery Coverage
We deliver across all seven Emirates of the United Arab Emirates, and ship internationally to select markets across the GCC, Europe, the UK, Asia, Oceania, and the Americas via DHL Express.
Certain restricted zones — including some free zones, highly remote locations, and countries outside our current shipping list — may not be serviceable. If your address is outside our coverage, we will notify you promptly after your order is placed.
Delivery Timeframes
UAE — Next-Day Delivery
Orders placed before 2:00 PM (UAE time) on a business day are dispatched the same day and delivered the following business day. Orders placed after 2:00 PM, or on weekends and public holidays, are processed the next business day.
Please note: delivery to remote areas within the UAE may require an additional 1–2 business days.
International
Estimated delivery times for international orders vary by destination and are displayed at checkout. Customs processing times may extend delivery beyond the estimate and are outside our control.
Order Processing
All orders are processed within 24 hours of confirmation, excluding weekends and UAE public holidays.
Custom Engraving: Orders that include custom engraving require additional production time. Please allow up to 5 business days for engraved orders to be prepared and dispatched. The next-day delivery timeframe applies from the date of dispatch, not the date of order placement.
Delivery Attempts & Failed Deliveries
Our courier will make up to two delivery attempts at the address provided. If you are unavailable, our courier will contact you to reschedule. Please ensure your phone number is accurate and reachable at the time of delivery.
If both delivery attempts are unsuccessful, the order will be returned to us. In such cases:
Prepaid orders: we will contact you to arrange re-delivery at your expense. If you choose not to proceed with re-delivery, a refund will be issued for the order value minus a AED 25 return shipping fee. This deduction covers the cost of returning the order to us.
COD orders: the order will be cancelled and a non-collection fee of AED 25 will be applied. This must be settled before future COD orders can be accepted.
To avoid failed deliveries, please double-check your address and contact details before submitting your order.
Shipping Fees
Domestic and international shipping fees are calculated at checkout based on your delivery location, following standard DHL shipping zones. What you see at checkout is what you pay — no fuel surcharges or hidden charges are added afterward.
Shipping is via Express Worldwide Delivery (DHL). We may offer discounted rates or complimentary shipping — Complimentary Express Delivery (DHL) — on orders above a certain amount; any applicable threshold is shown at checkout.
For COD orders, a non-refundable handling fee of AED 15 applies, in addition to standard shipping fees. This is shown transparently at checkout.
International orders may be subject to customs duties and import taxes upon arrival, collected by DHL directly from the recipient based on the destination country's customs regulations. These charges are not included in our shipping fees and are outside our control.
Damaged or Lost Packages
If your order arrives damaged or does not arrive within the expected window, please contact us within 48 hours of the scheduled delivery date at daniele@rocker-duck.com. Include your order number and, where applicable, photographs of the damaged item and packaging.
We will investigate promptly and, where appropriate, arrange a replacement or refund. Claims submitted after 48 hours may not be eligible for resolution.
Delays
While we make every effort to meet delivery timelines, occasional delays may occur due to circumstances outside our control, including:
- UAE public holidays
- Adverse weather conditions
- High order volumes during peak seasons
- Customs clearance for international orders
We will keep you informed of any significant delays and work with our courier partner to resolve them as quickly as possible.
Questions?
For any delivery-related queries, please reach us at daniele@rocker-duck.com. We aim to respond within one business day.