Delivery & Installation Policy
Updated: March 2026
At Wellness First, we aim to provide clear, fair and transparent delivery and installation services across the GCC. This policy explains our delivery charges, estimated timelines, installation scope, and the steps customers should follow before and after receiving an order.
1. Delivery Coverage
We currently deliver to the following countries:
- United Arab Emirates
- Saudi Arabia
- Kuwait
- Qatar
- Bahrain
- Oman
Delivery availability may vary for remote or restricted areas. If your address falls outside our standard service zone, we will inform you of any additional delivery or installation charges before order confirmation or dispatch. This kind of advance fee disclosure is especially important under GCC consumer-protection and e-commerce rules.
2. Delivery Charges
| United Arab Emirates |
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| Saudi Arabia |
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| Kuwait |
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| Qatar |
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| Bahrain |
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| Oman |
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All delivery charges are shown before checkout and form part of your total order value. The current fees above are taken from your live policy page.
3. Remote Area Surcharges
For certain remote or non-standard delivery locations in the UAE and Saudi Arabia, additional delivery charges may apply. If applicable, these charges will be communicated to you before dispatch. We will not add remote-area delivery fees after dispatch without notifying you first. This addresses the broader GCC expectation of transparent pricing and fair dealing.
4. Estimated Delivery Timelines
Estimated delivery timelines from order confirmation are as follows:
- United Arab Emirates: 3 to 4 business days
- Saudi Arabia: 7 to 10 business days
- Kuwait: 7 to 10 business days
- Qatar: 7 to 10 business days
- Bahrain: 7 to 10 business days
- Oman: 7 to 10 business days
These are estimated delivery windows only and may vary depending on product availability, destination, public holidays, customs clearance, and courier operations. Your current site states the same base lead times.
5. International Shipping, Customs and ID Requirements
For shipments outside the UAE, customers may be required to provide identification or other documents requested by the shipping agent or customs authority to complete clearance. Delays in providing these documents may delay delivery.
International shipments may also be affected by:
- customs or border-clearance procedures,
- public holidays,
- transport disruptions,
- force majeure events,
- or unusually high order volumes.
Your existing page already notes that border-clearance delays can affect international shipments and that ID information may be required for Saudi Arabia, Kuwait, Qatar, Bahrain and Oman.
6. Delivery Delays
If we expect a material delay to your order, we will notify you using the contact details provided at checkout. Where required by applicable law, you may be entitled to cancel the order and request a refund if delivery is delayed beyond the legally permitted period and no alternative delivery arrangement is agreed. Saudi Arabia’s e-commerce law expressly grants cancellation and refund rights when delivery is delayed by more than 15 days from the agreed date or contract date, unless the delay is caused by force majeure.
7. Delivery Conditions
Please make sure that:
- the delivery address is complete and accurate,
- someone authorized is available to receive the order,
- and the delivery location is accessible and safe for unloading, handling and, where applicable, installation.
If delivery cannot be completed because the address is incorrect, access is unavailable, or the customer is unreachable, redelivery or storage charges may apply where permitted by law. Any such charges should be disclosed before reattempting delivery. That approach is more defensible from a GCC consumer-protection standpoint than leaving the point unstated.
8. Inspection Upon Delivery
Please inspect your order at the time of delivery or as soon as reasonably possible after receipt. If the outer packaging appears damaged, if items are missing, or if the product appears incorrect, damaged or defective, please notify us promptly with your order number and supporting photos where available.
Nothing in this policy limits any mandatory consumer rights you may have under applicable law relating to defective, non-conforming or misdescribed products. GCC consumer laws broadly protect the right to accurate information, safe goods, and complaint handling.
9. Installation Service
We offer free installation for eligible fitness equipment orders in:
- United Arab Emirates
- Saudi Arabia
- Kuwait
- Qatar
- Bahrain
- Oman
Installation is carried out by our technicians at the customer’s premises and applies to fitness equipment only. It does not apply to spare parts, accessories, consumables, or non-installable items. This matches your current page but states the scope more clearly.
10. Installation Scheduling
Installation is normally scheduled after delivery is completed and after the customer confirms that the delivery location is ready and accessible.
Customers are responsible for ensuring:
- sufficient access to the premises,
- suitable space for assembly and placement,
- and any permissions required for installation at the site.
If installation cannot be completed because access is restricted, the site is not ready, or the customer requests rescheduling after technician dispatch, additional service charges may apply if disclosed in advance and permitted by law.
11. Saudi Arabia Installation Terms
In Saudi Arabia, free installation applies to orders delivered in Riyadh, Jeddah, Dammam, and locations within a 100 km radius of those cities.
For locations outside this area:
- additional installation charges may apply, and
- installation scheduling may take approximately 3 to 6 working days after delivery.
These terms reflect your current published policy and should be disclosed before the service is performed.
12. Exclusions and Limitations
Unless otherwise required by law, delivery and installation timelines are estimates and are not guaranteed where delays are caused by events outside our reasonable control, including:
- customs or border delays,
- transport interruptions,
- severe weather,
- government restrictions,
- public holidays,
- or force majeure events.
This does not affect any non-waivable consumer rights under applicable GCC law.
13. Contact Us
For delivery, shipping, installation or complaint-related queries, please contact us:
Wellness First Middle East Sport Equipment Trading LLC
Media One Hotel Tower, Level 38, Media City, P.O. Box 71152, Dubai, UAE
Email: info@wellnessfirst.com
Tel: +971 4 439 6327
Providing clear business identity and contact information is a core e-commerce disclosure requirement in the UAE and Saudi Arabia.
14. Important Legal Note
This policy should be read together with our:
Where local consumer law in the customer’s country gives stronger rights than this policy, the applicable law will prevail. That reservation is prudent for a GCC-wide storefront because country rules differ in detail, even though they share common transparency and consumer-protection principles.