Shipping Policy

1. Shipping Coverage

Hyogena currently delivers within the United Arab Emirates only.

International shipping is not available at this time. Hyogena may update its delivery coverage in the future based on operational expansion.

2. Order Processing

Orders are processed after the order is successfully placed and payment is confirmed, or after an available payment method is selected at checkout.

Order processing may include:

• Reviewing order details
• Confirming product availability
• Preparing the products
• Packing the order
• Handing the order to the delivery team or delivery partner when needed

Orders are usually processed during business days. Processing time may be affected by public holidays, high-demand periods, product availability, payment verification, or the need to confirm customer details.

3. Delivery Timeframes in the UAE

Within the United Arab Emirates, the usual delivery timeframe is 1 to 3 days, depending on the customer's location, product availability, and operational conditions.

When the customer selects their location on the map during checkout, Hyogena will display the expected delivery time based on the selected products and delivery location.

Delivery times may vary due to factors such as:

• Customer location
• Address accuracy
• Product availability
• High-demand periods
• Public holidays
• Weather conditions
• Delivery or operational circumstances outside Hyogena's reasonable control

4. Shipping Fees

Hyogena offers free shipping within the United Arab Emirates.

No minimum order value is required for free shipping, and no additional shipping handling fees are charged unless clearly displayed to the customer during checkout.

Any additional fees related to a specific payment method or special service, if applicable, will be shown before the customer confirms the order.

5. Order Tracking

After the order has been prepared and dispatched for delivery, the customer may receive updates through one or more available communication channels, including:

• Email
• WhatsApp
• SMS, where available
• Order tracking page or customer account, where available

Tracking information may include:

• Order status
• Delivery provider name, if applicable
• Tracking number, if applicable
• Tracking link, if applicable
• Estimated delivery updates

Customers may contact Hyogena through the official support channels if they need help tracking their order.

6. Delivery Attempts

Hyogena and its delivery partners will make reasonable attempts to deliver the order to the address provided by the customer.

If the customer is unavailable at the time of delivery, the customer may be contacted to reschedule delivery or confirm the address. In some cases, the order may be returned to Hyogena if the customer cannot be reached or if delivery cannot be completed after reasonable attempts.

Additional re-delivery fees may apply if delivery fails due to customer unavailability, incorrect address details, or failure to respond to delivery communication.

7. Failed Delivery or Incorrect Address

Customers are responsible for providing accurate and complete delivery information at checkout.

Important delivery details may include:

• Full name
• Correct phone number
• Emirate and area
• Street name or accurate map location
• Building or villa number
• Apartment or office number, if applicable
• Any additional delivery instructions that help the delivery team reach the location

Hyogena is not responsible for delays or failed delivery caused by:

• Incorrect address information
• Missing address details
• Unreachable phone number
• Customer failure to respond to delivery communication
• Inaccurate map location
• Customer unavailability to receive the order

If delivery fails due to incorrect or incomplete information provided by the customer, the customer may be responsible for any costs related to re-delivery or re-processing of the order.

8. Damaged Shipments

If an order arrives damaged or the shipment shows clear signs of damage, the customer should contact Hyogena as soon as possible through the official support channels.

Please provide:

• Order number
• Clear photos of the outer packaging
• Clear photos of the product
• A short description of the issue
• Any notes regarding the condition of the shipment upon delivery

Hyogena will review the case and may arrange a return, replacement, or suitable solution depending on the result of the review, the condition of the product, and the applicable return and refund policy.

9. Original Products and Trusted Sourcing

Hyogena is committed to providing original products from trusted sources, including official distributors, manufacturers, authorized partners, pharmacies, or other reliable sources.

If a customer believes that an item received may not be original, the customer should contact Hyogena urgently by email or WhatsApp with the order number, product photos, packaging photos, and a clear explanation of the concern.

Hyogena will review the matter and take appropriate action where necessary. This may include checking the product source, reviewing the supplier, removing the product from the platform, or taking corrective action to protect customers.

10. Contact for Shipping and Delivery Support

For any shipping or delivery inquiry, customers may contact Hyogena through:

• Email: info@hyogena.com
• WhatsApp: +971 50 881 1385
• Website: ae.hyogena.com

Please include your order number when contacting us so we can review your case faster.

11. Updates to This Policy

Hyogena may update this Shipping Policy from time to time to reflect operational, technical, legal, or delivery service changes.

Any updated version will be published on the Hyogena website. The version available on the website at the time of use will apply.