Shipping & Delivery

Introduction

This Shipping & Delivery page explains the general approach used to prepare, package, dispatch and support Marble Trays products and approved custom natural-stone work. The exact process depends on the product, dimensions, weight, material, destination and delivery service confirmed for the enquiry or order.

Production time and delivery transit time are separate. A made-to-order or bespoke piece must first complete the applicable specification, material, payment and fabrication stages before it can be handed to a courier, freight provider or local delivery team.

This page should be read with the current Terms & Conditions and the applicable returns, refund and damage-reporting information. A written quotation, order confirmation or project agreement may contain product-specific delivery terms that take priority where they are clearly agreed.

Delivery Coverage

Delivery availability is reviewed against the destination, product type, packed dimensions, total weight and the services currently available through approved delivery providers. Not every product can be sent through every service or to every location.

Within the UAE, the team may arrange delivery to supported residential, commercial, hospitality and project addresses. International availability is confirmed before an order is finalised because customs, carrier, size, weight and import restrictions vary by destination.

Remote areas, restricted locations, addresses requiring specialist lifting or unusually large pieces may need a separate delivery assessment or may not be supported by the standard service.

Order Preparation

Preparation begins after the order or quotation has been accepted and the applicable payment, deposit, specification and material approvals have been completed. Ready-stock and made-to-order products follow different preparation paths.

Before dispatch, the product may be checked for the approved dimensions, selected finish, visible workmanship, accessories and packing requirements. Natural colour movement, veining, pores and mineral markings are reviewed as characteristics of the chosen material rather than treated as identical from piece to piece.

Dispatch information is prepared using the confirmed recipient name, delivery address, contact number, package count and any access or handling notes supplied by the customer.

Production Time

Production time is the period required to source or allocate the material, confirm the specification, fabricate the piece, complete the selected finish, inspect the result and prepare it for dispatch. It does not include delivery transit time.

The applicable estimate is confirmed for the specific product or project. Ready-stock items, standard made-to-order trays, personalised pieces, bespoke trays and larger custom stonework may have different production requirements.

Production should not be treated as started until the conditions identified in the accepted quotation or order confirmation have been satisfied. These may include cleared payment or deposit, final dimensions, material approval, engraving text, drawings, hardware selections and other written approvals.

Shipping Time

Shipping or transit time begins when the completed package has been accepted by the confirmed delivery provider. It is separate from production, quality review and packing time.

The estimate may vary according to the destination, delivery method, customs processing, public holidays, remote-area handling, recipient availability and conditions outside the direct control of Marble Trays.

An estimated date is not a guaranteed appointment unless a specific written commitment has been accepted. Tracking or appointment information supplied by the delivery provider should be used as the most current operational update after dispatch.

Packaging

Natural stone requires support against impact, concentrated pressure, abrasion and movement during transport. Packaging is selected around the finished piece rather than applied as one universal method.

Depending on the product and delivery method, protection may include surface wrapping, soft interleaving, edge or corner protection, fitted cushioning, reinforced cartons, internal supports, moisture-resistant layers, fragile-handling labels or a wooden crate.

Customers should open the package on a stable surface and avoid lifting a heavy tray by one edge, rim, handle or corner. Retain the external package, internal supports and shipping label until the product has been fully inspected.

• Package design may change with product weight, shape, thickness and edge profile.
• Multiple pieces may be separated and supported individually inside a larger package.
• Large, fragile or project items may require crating, freight handling or special unloading arrangements.
• Packaging intended for safe transport may differ from presentation or gift packaging.

Shipping Charges

Shipping charges are confirmed using the delivery destination, packed dimensions, chargeable weight, package count, selected service, access requirements and any product-specific handling or crating needs.

Where the website does not calculate a final delivery amount automatically, the applicable charge is provided through the quotation or order-confirmation process. A provisional estimate may change when the completed package is measured or when the destination details are corrected.

Remote-area fees, storage, redelivery, address correction, customs brokerage, import charges or specialist handling may be charged separately when they apply. Promotional delivery offers are governed by the conditions stated with the offer and should not be assumed to apply to bespoke, heavy, oversized or international orders.

UAE Delivery

UAE delivery availability is confirmed using the full address, emirate, building or villa details, recipient contact number and the size and handling requirements of the order.

For apartments, offices, hotels, developments and controlled-access properties, the customer should arrange security approval, reception notification, parking or loading access and any lift booking required by the building.

Delivery normally covers transport to the accessible delivery point agreed for the service. Installation, assembly, upstairs handling, long-distance manual carrying, lifting equipment or removal of packaging is included only when specifically confirmed in writing.

International Delivery

International delivery is available only to supported destinations and for products that can be transported through an appropriate courier or freight service. Availability is reviewed before final confirmation.

The recipient may need to provide a complete delivery address, telephone number, email address, identification, tax or customs information and any details required by the destination authority or carrier.

Large, heavy, high-value or multi-piece orders may require air freight, sea freight, crating, destination-agent coordination or delivery through a local partner. Standard parcel tracking and door-to-door service may not be available for every freight movement.

Customs and Duties

International shipments may be examined by customs and may attract import duty, destination VAT or sales tax, brokerage, clearance, storage or other local charges. The applicable treatment depends on the destination, product description, declared value, origin and delivery terms.

The accepted quotation or order confirmation should state whether any identified destination charges are included, prepaid, estimated or payable by the recipient. When it does not state that a local charge is included, the recipient should be prepared to pay the amount requested by the carrier, broker or authority.

Customs decisions and local fees are made by third parties. Delays caused by missing recipient information, unpaid charges or customs inspection may affect delivery and may create additional storage or return costs.

Tracking Your Order

When a delivery service provides tracking, the reference is sent after the package has been dispatched and the carrier has activated the shipment record. Activation may not be immediate after label creation or collection.

Tracking may be shared by email, WhatsApp or another agreed communication channel. Freight, project, appointment-based or local specialist deliveries may use milestone updates rather than a standard public tracking page.

Contact delivery support when a tracking event has not changed for an unusual period, the carrier requests information you cannot provide or the shipment is shown as delivered but has not been received.

Delivery Access and Requirements

Accurate access information helps select a safe service and reduces failed attempts, delays and unexpected handling charges. The delivery provider must be able to reach the address and transfer the package to the agreed accessible point.

For a small tray order, the main requirements may be a complete address, active telephone number and available recipient. Larger bespoke work may require a site-specific plan, loading access, lift dimensions, clear routes and suitable handling personnel or equipment.

• Confirm the recipient name, active telephone number and complete address.
• Provide building, unit, floor, access-code, security and reception details where applicable.
• Identify stairs, lift restrictions, long carrying distances, narrow doors or restricted delivery hours.
• Arrange parking, loading permits, building approvals and recipient availability before the appointment.
• Confirm whether the order requires specialist lifting, assembly, installation or removal of packaging.
• Tell the team promptly when the access information changes after confirmation.

Inspection on Arrival

Inspect the delivery as soon as reasonably possible. Prompt inspection preserves useful evidence and allows the team and delivery provider to review a visible transit issue while the package and labels are still available.

The reporting period and remedy depend on the accepted order terms and the applicable returns or damage-reporting policy. This page does not create a separate fixed deadline.

1. Check the external carton, crate or wrapping before opening it.
2. Photograph punctures, crushing, moisture, tears, broken seals or other visible external damage.
3. Open the package carefully on a stable surface and retain all protective materials.
4. Inspect the complete product, including edges, corners, base, rim, handles, feet and accessories where present.
5. Check the package count and compare the contents with the confirmed order information.
6. Keep the shipping label, tracking reference and delivery paperwork.
7. Report visible damage, a missing item or an incorrect product through the delivery-support route.
8. Provide the order or enquiry reference, clear photographs and a concise description of the issue.

Damaged, Missing or Incorrect Orders

Do not discard the package or use, alter, repair or install a product when a delivery problem may need review. Wait for instructions unless immediate action is necessary to prevent further damage or a safety risk.

The team may request photographs of the external package, shipping label, internal protection, complete product and close-up details. Further information may be required by the delivery provider or insurer.

Missed Deliveries

A delivery may be unsuccessful when the recipient cannot be contacted, nobody is available, the address is incomplete, access is refused or the package cannot be transferred safely to the agreed location.

Depending on the service, the provider may attempt redelivery, hold the shipment for collection, request corrected information, return it to a depot or return it to the sender. Additional delivery, storage, correction or return costs may apply when they are charged by the provider or caused by inaccurate customer information.

Respond promptly to delivery-provider messages and contact the team when the package is being returned, a collection deadline cannot be met or the carrier cannot correct the address directly.

Potential Delays

The team aims to communicate material changes to an estimate when reliable information is available. Some events can affect production, dispatch or transit without making the order or delivery service defective.

Possible causes include material availability, fabrication complexity, customer approval delays, protective-packaging requirements, severe weather, public holidays, customs inspection, courier disruption, road restrictions, government measures, recipient unavailability, remote destinations and other events beyond reasonable control.

When a delay affects a time-sensitive requirement, contact the team with the order reference so the current status and available options can be reviewed.

Delivery Restrictions

A delivery request may be declined, changed or referred for a specialist quotation when the destination, package, access or legal requirements cannot be supported safely through the available service.

Restrictions may apply to PO boxes, incomplete addresses, controlled or sanctioned destinations, remote areas, carrier-excluded locations, oversized or overweight packages, fragile pieces requiring unsupported handling, sites without safe access or destinations with import controls affecting the product.

Temporary carrier suspension, customs changes or operational conditions may also affect a previously available route. The team will not knowingly dispatch a product through a method that has not been approved for its dimensions, weight and destination.