Shipping policy

This Shipping Policy explains how NOVA Labs ("we", "us", "our") processes and delivers orders placed on our website.

1) Where we ship

We ship to:

  • United Arab Emirates (UAE) — our primary market, with cooled and tracked delivery.

2) Order processing time

  • Processing days: Monday to Friday (excluding UAE public holidays)

  • Processing time: Orders are typically processed within 1 working day after payment is confirmed.

  • If we need additional information (e.g., address clarification), processing may be delayed until we receive your response.

3) UAE delivery — shipping rates & estimated timelines

To qualify for next-day delivery, orders must be placed by 6:00 PM UAE time on a business day. Orders placed after the cutoff will be dispatched the following business day.

  • Standard delivery fee: AED 18

  • Estimated delivery: 1 day 

Western Regions (Al Dhafra, Ruwais, Liwa, Ghayathi, Madinat Zayed, Mirfa, Tarif, Sila, Sir Bani Yas, and surrounding areas)

  • Standard delivery fee: AED {}

  • Estimated delivery: 2–3 working days

Delivery times are estimates and may be affected by traffic, weather, public holidays, carrier capacity, or other events outside our control.

4) Carriers & tracking

We use reputable third-party courier partners for all deliveries.

  • Tracking: Where tracking is available, we will share tracking details by email or SMS once your order is dispatched.

  • Carrier selection: The carrier may vary based on destination, product requirements, and service availability.

5) Failed delivery & address issues

Please confirm your delivery address and contact number carefully at checkout. If a delivery fails due to an incorrect or incomplete address, an unreachable phone number, the recipient being unavailable, or refusal to accept the delivery, we may:

  • arrange a re-delivery (additional fees may apply), or

  • return the package and process it in accordance with our Refund Policy (shipping fees are generally non-refundable unless required by law).

6) Delays

We are not liable for delays caused by courier operations, customs or inspection requirements, weather, public holidays, or events outside our control. If your order is delayed, we will assist in checking its status with the courier and provide updated delivery information where available.

7) Contact

If you have questions about your shipment, please reach out:

  • Email: {}

  • Hours: Monday to Friday, 9:00 AM – 6:00 PM UAE time