Shipping policy

1. General Terms

  • We use Aramex UAE / Aramex Express as our shipping partner for domestic and international deliveries.

  • All shipments are subject to Aramex’s Terms & Conditions while in their custody. 

  • We are responsible for initiating the shipment; once the package is handed to Aramex, their liability takes over within their custody.

2. Shipping Rates & Delivery Times

  • Shipping costs are calculated at checkout based on weight, dimensions, destination, and service level (express, standard).

  • Delivery times vary depending on the destination and service level.

  • In UAE, typical Aramex express delivery is often 1–2 business days (depending on location).

  • For international orders, transit time depends on the destination country and customs clearance delays.

3. Fuel Surcharges & Additional Charges

  • Shipments may incur a fuel surcharge, which is monthly adjusted by Aramex.

  • Additional fees might apply (e.g. remote area surcharge, import duties, handling, customs clearance).

  • For Cash on Delivery (COD) shipments, an extra COD processing fee might apply (if your contract includes COD via Aramex).

4. Insurance & Liability

  • Aramex offers limited liability coverage while the shipment is in their custody. Loss or damage claims are subject to their terms.

  • For higher-valued items or fragile gear, we strongly recommend opting for additional insurance (if available).

  • Nemo Diving Center is not liable for delays, loss or damage once the package is under Aramex’s care, except where Aramex fails to meet its own obligations.

5. Prohibited & Restricted Items

  • Certain items cannot be shipped via Aramex express or may require special handling. These include dangerous goods, flammable liquids, batteries, aerosols, corrosion-causing chemicals, etc.

  • Regulators, cylinders, compressed gasses, or gear with built-in batteries or hazardous materials must be declared properly or may be refused.

  • If an item is prohibited or restricted and the shipment is refused or returned, return shipping costs or penalties may be borne by the customer.

6. Customs & Import Duties

  • For international orders, import duties, taxes, and customs fees (if any) are the customer’s responsibility.

  • We may assist with documentation, but clearance is subject to local customs rules in the destination country.

7. Claims, Returns & Damages

  • Immediately inspect your package upon delivery. Report any visible damage or missing items to us within 48 hours of receipt.

  • For lost or damaged parcels under Aramex custody, claims must be filed per Aramex’s claim procedure. We will assist you in filing these claims.

  • Keep all packaging, photos, and documentation — they may be required for claims.

8. Exceptions & Special Cases

  • Aramex may, at its discretion or regulatory authority request, open and inspect a shipment without notice.

  • In case of misdeclaration of dangerous goods or failure to comply with rules, the shipment may be refused, held, returned, abandoned or destroyed at the customer’s cost.

  • In some remote or off-zone locations, additional delays or surcharges may apply.

9. How to Contact Us About Shipping

  • For shipping questions or issues, email us at shop@nemodivingcenter.com

  • For lost or damaged parcel claims, we will liaise with Aramex on your behalf but may need your help (photos, description, date/time).