1- Shipping:

Preparing the shipment:

• Orders are processed (packaged) within 24 hours after the order is confirmed on the site. (not included to the shipping time)

Shipping time:

• Express Shipping (2-4 working days)
• Standard Shipping (4-7 working days)
  
• The numbers provided above remain valid, with the exception of unforeseen shipping delays from the shipping provider beyond our control.
• The numbers provided above are not include fulfillment and processing time (24 hours).
• The numbers provided above are estimates and not guaranteed. Standard & Express shipping costs can't be reimbursed for delays.

• Delivery Attempts: METRO BRAZIL is not responsible for failure to be present or to coordinate with the delivery representative during delivery attempts. No refunds will be issued in such cases.

• During peak seasons like Ramadan, Eid Al-Adha, White Friday, End-of-Year, and National Days, delays may happen. Please place your orders early to avoid inconvenience. Delivery times are estimates and not guaranteed, and shipping fees (standard and express) are non-refundable in case of delays.  

Shipping Fees:

• 19 SAR with Free Shipping for orders over 350 SAR in KSA, UAE, and Bahrain.
• 29 SAR with Free Shipping for orders over 500 SAR in Kuwait, Qatar, and Oman.
• For other countries, the shipping fees will be displayed on the checkout page after entering the address details..
• Additional charges may apply for shipping to remote areas or for large and heavy items. 
• Customers will be notified of any additional costs.

Shipping methods:

• Shipping companies (Aramex - SMSA - DHL).
• We deliver orders to all GCC, Lebanon, Jordan, Europe, UK, USA and Australia.

Tracking the shipment:

• Shipment tracking information is sent via email and text message to the registered contact information.
• Customers can also log in to their accounts to check and track their shipments.

Providing the wrong address:

• In case the order's shipping address was entered incorrectly during the checkout process, it will lead to a delay in processing and shipping the order for the period of time mentioned, until the address is corrected.
• Customers can adjust the shipping address and update their contact information by contacting our customer support team within 6 hours of placing the online order before it is shipped.
• If the order has already been shipped, changes or updates to the shipping address and contact information need to be handled directly with the shipping company.
• If the customer provided the wrong shipping address or contact number and didn't correct it or inform us, resulting in the order being delivered to the wrong address, the customer will be fully responsible, and no refund will be eligible.

Fulfilment center business days:

• Our business days are Monday to Friday 08:00 AM to 05:00 PM KSA time, 09:00 AM to 06:00 PM UAE time.

2- Taxes and Customs Duties:

• Prices shown on the website include all taxes and customs duties for the GCC.
• For other regions, VAT and customs duties will be collected by the shipping company and need to be paid at the time of delivery according to each region/country's import regulations.

3- Customer Support Team

• Don't hesitate to contact our customer support team for further assistance or clarification regarding our policies.