Frequently Asked Questions

Yes, you need an account to start shipping with us.

Benefits of having an account:

• Store frequently used addresses for faster and easier future shipment management.
• Access, track and pay for past shipments from a single platform, perfect to streamline record-keeping and reordering.
• Business accounts may be eligible for discounted rates based on shipping volumes.
• Access advanced shipping tools and features, such as batch shipping and integration with shipping software for managing multiple orders.
• Simplified billing and payment options, including monthly invoicing and consolidated billing for multiple shipments.
• Conveniently schedule regular pickups if you frequently ship packages.

Open an account

Absolutely! Our team has unrivalled experience of international shipping and global logistics procedures. Please register your interest to activate an account at Open an account and our team will be in touch to discuss your business needs and guide you on the next steps to start shipping.

Thank you for considering Emirates Courier Express as your shipping partner, but we are not opening accounts for individual users currently. As an alternative, we encourage you to explore the international door delivery solution offered by Emirates Delivers for personal users. 

 Please visit the website www.emiratesdelivers.com for more information on the service and how to sign up for free.

When you sign in to your Emirates Courier Express account, you can log in to our online Shipper Portal platform to:

1. Create and manage collection requests.
2. Create and print shipping labels.
3. Track the status of shipments.
4. Manage account preferences such as notification details, address book and user access.

We are sorry to hear you would like to cancel your account and would like to work with you to resolve any issues you may be experiencing.

Please contact us and let us know why you consider cancelling and what we can do to resolve any challenges you might be facing.

To get the accurate estimated delivery time or most recent status updated for a specific shipment, it’s best to use the tracking number or order reference provided by the shipper or generated when creating a shipping label.

Visit the Track page on www.emiratescx.com and enter up to 20 Tracking Numbers (separated by commas). These are 12-digit numeric numbers. Alternatively, you can also search by Order Reference (up to 36 characters each) provided by the Shipper. You don’t need an Emirates Courier Express account number to visit our website or track a shipment with a valid Tracking Number.

Yes, under certain conditions. We strongly advise you to keep a record of your Tracking Number. However, if you have the shipper's Order Reference of your shipment, you can also track a shipment's status through our website. Alternatively, please connect with our Customer Care team to assist you at Contact & Support

The Track page on www.emiratescx.com provide the most recent information on your shipment location and status, as well as estimated delivery date.

This usually occurs if the information we have in the system is insufficient to provide the most updated shipment status. Please click here to Request a call back from our Customer Care team to resolve the matter.

The Collection and Delivery details shown on the Emirates Courier Express tracking results are based on the closest of our facility locations completing that service milestone. Please be assured that your shipment will be delivered to the address provided on the label of your shipment(s).

The address may be incorrect, and we require clarification to complete a collection or delivery. Alternatively, some additional information may be required to clear the shipment. The matter can usually be resolved quickly by contacting our Customer Care team. Click here to Request a call back

The shipment status "In Transit" indicates that a shipment is on its way to the final destination but has not yet arrived. The shipment is either moving between facilities or transit points via different modes of transport, or it is being processed in the various stages of the logistics chain such as sorting facilities or customs checks.

You will receive email, SMS, or WhatsApp notifications when a shipment is collected, in transit and out for delivery to your location.

Please make sure you have whitelisted and accepted notifications from Emirates Courier Express and check Spam or Junk folders in case you have not received any updates from us.

Emirates Courier Express provides estimated delivery times to help with planning, but the actual delivery timeline is subject to change based on various factors. While we strive to meet these estimates, delivery times or transit times are not guaranteed. Potential delays due to customs, local regulations, weather, unforeseen events, or other operational issues can impact delivery times.

Emirates Courier Express does offer weekend collection and delivery services in certain countries or regions, but availability can depend on the location, service type and booking cut-off times. Weekend services may incur additional charges. Please contact our Customer Care team to discuss your needs and options.

The delivery time for a shipment can vary widely based on several factors, including the product or service selected, the origin and destination, and the estimated delivery date. Our team strives to make all scheduled deliveries by end of business day.

General Delivery Times: Most deliveries are scheduled during regular business hours, which are typically from 8:00 AM to 6:00 PM, Monday through Friday. Some services might operate on weekends.

Weekend Deliveries: Delivery services might be limited on weekends or may operate on a reduced schedule

Public Holidays: Deliveries may be affected by public holidays, and operations could be limited or suspended.

Please confirm with Emirates Courier Express Customer Care the specific operational hours in each country.

• Check for notifications.

• Email or SMS: Look for any notifications from the courier that might explain the delay. Sometimes, issues like customs holds, address problems, or delivery exceptions are communicated through these channels
• Delivery Attempts: Confirm if there were any missed delivery attempts or if the package is being held at a local facility or alternative delivery point..

1. Verify your address and contact details.

• Address Accuracy: Ensure that the delivery address provided is correct and complete. Incorrect or incomplete addresses can lead to delays.
• Additional Information: Check if there are any additional delivery instructions or requirements that might have impacted the delivery.

2. Check for delivery exceptions.

• Delivery Issues: Look for any noted delivery exceptions in the tracking information. These can include weather delays, customs issues, or operational problems that could affect delivery.
• Local Conditions: Sometimes, local conditions or events can cause delays. Inquire if there are any known issues in the delivery area.

3. File a claim or raise an inquiry.

• Missing Package Inquiry: If the shipment is significantly overdue and you’ve not received any updates, you may need to file a missing package inquiry or claim with our team. Please provide the tracking details and a description of the issue here

Report damage or loss

Document shipments consist of only paperwork or documents that do not have intrinsic commercial value. These are often sent for business, legal, or personal purposes. Often exempt from customs duties and taxes because they do not have a commercial value. However, they must still comply with import/export regulations.

Non-document shipments contain physical goods or merchandise that have intrinsic value and are not merely informational. These items have commercial value and often require detailed documentation for customs and handling. Subject to Customs duties and taxes where applicable.

Emirates Courier Express follows the origin country business days for export. Imports and delivery business days depend on the destination country. Public holidays and Bank holidays are not considered as business days.

Depending on the Emirates Courier Express Product selection, transit times (delivery days) will be between 2 to 6 business days from collection to delivery at the consignee.

Typically, you do not need to be present for the courier to collect or deliver a shipment from or to your location. However, the shipment requires special handling, additional documentation, or if the courier needs to verify any details, they may require your presence to complete the service.

No, our services require a physical address location for collection and delivery. PO Box addresses are not supported for Emirates Courier Express services.

Emirates Courier Express will make a maximum of 3 delivery attempts per shipment. Please use our tracking tools and monitor notifications provided to receive updates about estimated delivery times. Ensure that your contact information is up-to-date and accurately captured on the label in case we need to reach you regarding the delivery.

Yes, we offer same-day collection services, but the availability and specifics vary depending on your booking time, location, and the type of service you require. Please schedule a collection online by logging in to our Shipper Portal with your account credentials.

Chargeable Weight is the measurement used by Emirates Courier Express to determine the shipping charges for a shipment. It can either be Gross Weight (i.e. the actual weight when a package is put on a scale) or the Volumetric Weight (i.e. dimensional weight) of the shipment.

Emirates Courier Express calculates the cost of shipping based on whichever is higher: Volumetric Weight (in kg calculated as Length x Width x Height in centimetres / 5000 DIM divisor), or Gross Weight (in kg), depending on whichever is higher.

Emirates Courier Express will accept regular packages up to 30 kg actual weight each considering the safety of our couriers. The maximum allowable weight per package is 70 kg per piece.

Due to the size of the door openings on our vans and planes, we only accept Emirates Courier Express shipments which do not exceed the following dimensions:

Length: 120 cm
Width: 100 cm
Height: 150 cm

The maximum weight per shipment with multiple packages to be accepted as express is 2,000 kg.

An Oversized Handling Charge (OHC) is applicable to pieces above 30 kg each or outside the below acceptable dimensions one individual can handle safely without assistance or equipment:

Length: 80 cm
Width: 60 cm
Height: 70 cm

Please contact our Customer Care team in case you have larger shipment requirements beyond these dimensions, and we will be happy to arrange carriage under our Emirates SkyCargo product offerings.

The maximum allowable weight per package is 70 kg per piece.

An oversize handling charge is applicable to pieces above 30 kg up to the maximum limits per piece.

Volumetric Weight (in kg) is calculated as Length x Width x Height in centimetres / 5000 DIM divisor) of each package in a shipment:

DIM weight: L X W X H (cm) / 5,000 = kg

Use a tape measure or ruler for accurate measurements. Measure the longest side of each package, including packaging as the length, then the width (shortest side perpendicular to the length) and the remaining dimension opposite to both the length and width (height). For irregularly shaped items, measure the longest, widest, and tallest points.

 To weigh a package, place it on the scale and record the weight. Ensure that the scale is calibrated and zeroed before weighing. 

Emirates Courier Express regularly audits declared weight and dimensions of packages and will capture the highest actual numbers to calculate shipping charges, regardless of what was declared on the shipment label.

Yes, Emirates Courier Express does not provide packing materials currently. Please use sturdy and efficient packaging to sufficiently protect items inside each package while in transit.

• Select Appropriate Materials: Choose strong, durable, and sturdy packaging and sealing materials based on the type, weight, and fragility of your items. Ensure the right size packaging and correct fit for the contents of each package – do not overpack, stretch or stress the packaging.
  • Ensure Proper Protection: Use additional padding and secure any loose items within the package to prevent damage during transit. Securely seal each package with strong packing tape and reinforce corners and edges where required to prevent packaging to open during transit.
  • Label Clearly: Properly label each package with printed AWB (airwaybill) containing relevant shipping information and handling instructions. Handwritten labels or instructions will not be accepted.

If you are a Consignee or Recipient, please refer to the Shipper’s Returns policy and process. Emirates Courier Express does not currently execute Consignee-Initiated Returns (CIR) for unwanted or incorrect items received.

We will make 3 delivery attempts for a shipment. In case we cannot get hold of the intended Consignee to update or clarify delivery requirements, we will hold shipments for a maximum of 10 business days.

After either 3 unsuccessful delivery attempts or 10 business days’ hold, the Shipper will be contacted to confirm and authorise to either Return to Sender (RTS) or Abandon/Destroy (ABD) the relevant shipment. Both services may incur additional charges to be billed to the account holder.

Please refer to What is the Emirates Courier Express Returns policy and process? answer in the FAQ section.

Once our team receive confirmed instructions from the Shipper, our team will execute relevant Return or Abandon procedures. Both services may incur additional charges to be billed to the account holder or consignee.

This status provides an indication of the pre-clearance processing from the destination. Please click the View Details (+) button to expand and see additional information available. This checkpoint allows you to see very early if there may be additional information required by destination Customs authorities for clearance before the shipment even arrived at the destination airport.

If your shipment is held at customs, there are several steps you can take to resolve the issue and facilitate its release:

1. Check for Notifications from Emirates Courier Express

• Look for any notifications or updates from our team regarding the status of your shipment. They may provide specific details about the hold and instructions for resolution. Check spam or junk email folders to ensure you have not missed any notifications.
• Customs Broker: If you have appointed a third-party customs broker or clearing agent, contact them for assistance.

2. Understand the Reason for the Hold

• Sometimes customs authorities may contact you directly for additional information or documentation. Please respond to them directly to facilitate the clearance process
• Documentation: Customs may require additional documents such as invoices, certificates of origin, import permit, or other proof of value. Review, verify, amend, and submit additional information required.
• Clear Documentation: Ensure that all documentation is accurate, complete, legible and in compliance with customs regulations.
• Legal Compliance: Familiarize yourself with the import regulations and requirements for the destination country to avoid future issues.
• Duties and Taxes: : There might be outstanding duties or taxes that need to be paid before the shipment can be released. Verify if there are any fees and pay them as instructed.
• Timeframe: Customs clearance can sometimes take longer than expected. Be prepared for potential delays and plan accordingly.

3. Contact Us for further assistance and more information.

A Commercial Invoice is a crucial document used in international trade and shipping. It serves as a detailed record of a transaction between a buyer and a seller. It provides Customs authorities with essential information about the goods being imported or exported and helps in determining the appropriate duties, taxes in compliance with local regulations.

Key Components of the Commercial Invoice essential for seamless Customs clearance at export/origin point:

• Exporter / Seller Information (name, address, contact details)
• Importer / Buyer Information (name, address, contact details)
• Invoice Number: A unique identifier for the commercial invoice, used for reference and record-keeping.
• Date of Issue: The date when the invoice is issued.
• Description of Goods: Detailed description of each item being shipped, including the quantity, unit price, and total value. This section should be precise to avoid any confusion or delays in customs.
• Harmonized System (HS) Code: The international code used to classify the goods for customs purposes. This code helps in determining the correct duties and taxes.
• Country of Origin: The country where the goods were manufactured or produced.
• Payment Terms: The agreed-upon payment conditions, such as the payment method and due date.
• Total Invoice Amount: The total value of the goods, including any discounts, charges, or additional costs.
• Currency: The currency in which the transaction is conducted.
• Shipping Terms: Details about the shipping arrangements, including Incoterms (International Commercial Terms) that define the responsibilities of the buyer and seller.
• Signature: Sometimes, the commercial invoice is signed by the seller or an authorized representative, though this may not always be required.

How to Prepare a Commercial Invoice

• Accurate Details: Ensure all details are accurate and complete to avoid delays or complications with customs. Use a standardised approved template: please contact your Emirates Courier Express representative if you would like an example template.

Customs duties are tariffs or taxes imposed on goods as they cross international borders. These duties are usually based on the value, weight, or quantity of the goods.

Depending on the country regulations, these can include Value Added Tax (VAT) applied on the value of the goods plus customs duties, Goods and Services Tax (GST) applied on the total value including duties and Excise Tax which is imposed on specific goods, such as alcohol or tobacco, often in addition to customs duties and VAT.

Understanding customs duties and taxes helps in better planning and budgeting for international shipments, avoiding unexpected costs, and ensuring smooth customs clearance.

Please be aware that when purchasing goods from international sellers or shippers, you may be liable to pay any destination charges, import customs duties and taxes, as per local Customs regulations. Duties and taxes are most typically not included in the price of goods purchased online.

Emirates Courier Express pays the relevant import charges on your behalf when they enter the country. This simple process ensures that our courier can deliver your goods in shortest possible transit time.

Please note that we only release the goods to you upon the full repayment of any duties and taxes that were paid on your behalf, in addition to administration or disbursement fees levied.

It depends on the agreement between you and the seller and shipper of the goods, and the payment terms agreed. DAP or DDU terms mean the shipper only pays for the shipping charges. All the destination charges, duties and taxes must be settled by the receiver.

Destination charges are calculated based on the commodity being imported, the value of the goods, how the shipper labels the shipment for Customs purposes and the destination country regulations.

Where Customs imposes a charge Emirates Courier Express will pay this on your behalf in the first instance to clear the goods. In the case of DAP or DDU incoterms, you will be required to settle these charges as the consignee, whether you agree to accept delivery of the goods.

For customs clearance, various documents are required to ensure that goods comply with regulations and can be processed smoothly through customs. The specific documentation can vary depending on the country of import/export, the type of goods, and the mode of transport. Here’s a comprehensive list of commonly required documents:/p>

1. Commercial Invoice (please refer to What is a Commercial Invoice? in FAQ)

2. Packing List: Details the contents of each package in the shipment, with description of each item, quantity, weight, dimensions, and packaging type.

3. Air Waybill (AWB): Used for air freight which acts as a receipt and contract for air transport.

4. Certificate of Origin: Certifies the country where the goods were manufactured or produced. Details about the exporter, importer, and origin of the goods.

5. Customs Declaration Form: Details about the goods, their value, and any applicable tariffs or taxes.

6. Import/Export License or Permit: Required for goods that are regulated or restricted. Authorization from relevant government authorities to import or export specific goods or controlled commodities.

7. Proforma Invoice: Used for quoting purposes before the actual commercial invoice is issued. Similar to a commercial invoice but issued before the transaction is finalized. Often used for customs purposes to declare the value of goods before final sale.

8. Health and Safety Certificates: Required for certain products, especially food and pharmaceuticals. Certification that the goods meet health and safety regulations.

9. Certificate of Compliance: Verifies that the goods comply with local standards and regulations. Details compliance with safety, quality, or technical standards.

10. Dangerous Goods Declaration: Required for shipments of hazardous materials, Declaration of the nature of the dangerous goods, handling instructions, and safety measures.

11. Additional Documentation (if required)

• Certificates of Authenticity: For valuable or branded items.
• Technical Data Sheets: For products requiring detailed specifications.
• Export Declaration: Required by some countries for export control.

Yes, in most cases, you need to create and submit customs documentation for your shipment, especially if you are shipping internationally. Customs documentation is essential for clearing goods through customs and ensuring they comply with the regulations of the destination country

Please refer to What documentation is required for Customs clearance? in FAQ for more information.

Once you create a shipment in the shipper portal you will be given a breakdown of estimated landed cost and destination charges. These are indicative only. Actual Customs charges, Duty, Taxes, or other fees may change based on specific clearance procedures for specific commodities, quantity, or value of shipments.

Export from the United Kingdom:

Any shipment where the total Commercial value exceeds GBP 900, an export fee of GBP 75 is applicable

Export from the United Arab Emirates:
Shipments are considered High Value exports when CIF is above AED 3,000.

Exports to Gulf Cooperation Council countries (GCC):

• Up to AED 3000: No registration fee
• From AED 3000.01-15000: Registration Fee of AED 10 is applicable
• Above AED 15000.01: Registration Fee of AED 50 is applied, in addition to the Knowledge-Innovation Dirham Charge of AED 20.

Exports to the Rest of the world:

• Up to AED 3000: No registration fee
• From AED 3000.01-15000: Registration Fee of AED 10 is applicable
• Above AED 15000.01: Registration Fee of AED 50 is applied, in addition to the Knowledge-Innovation Dirham Charge of AED 20.

In Addition to the above, an E-archive Fee of AED 5 is applicable on all commercial or B2B (business to business) local exports from Dubai.

Customs Duties, VAT, Documentation Fees, Taxes, and other Destination charges vary based on the commodity, quantity, and value of a shipment.

Below are indicative rates and charges which may apply at the time of publication (August 2024). Please refer to the relevant Customs website or Tax Authority website of each origin and destination country to verify most current information.

Important Note for shipments into GCC:

VAT, Customs Duty, and other import clearance fees into the GCC (Gulf Cooperation Countries: United Arab Emirates, Kingdom of Saudi Arabia, Bahrain, Kuwait, Oman & Qatar) may vary (as to what is stated below)

Certain commodities which require specific governmental authority or Ministerial approval, may be subject to self-clearance depending on the Customs regulations at destination. In such cases, the customer may have to be physically present with the Emirates Courier Express clearance team to clear the shipment for import into the relevant country. Shipments subject to self-clearance procedures may be subject to additional fees

The calculation of VAT, Customs Duties, Documentation fees and other Taxes differs depending on the destination and is based on the local import customs laws of each respective country. Emirates Courier Express facilitates the advance payment of these charges to ensure speedy clearance and delivery and may collect these charges from the recipient at time of delivery. Alternatively, these charges are invoiced to the shipper’s account with 7 (seven) calendar days payment terms to settle the outstanding amount.

Imports into the UAE:

Generally, all non-document import shipments are subject to VAT, regardless of commercial invoice value, where VAT is calculated as 5% of Commercial Value + Insurance (Extended liability) + Freight/shipping charges (CIF) value, plus Duty and Excise tax (if applicable):

VAT = 5% of (C+I+F+D+E)

Duties are calculated based on the Commercial value, Insurance (Extended liability) and Freight/shipping costs (CIF) value:

Duty is calculated based on the commodity HS code could be 0, 1 or 5 %.

For example, medicines are 0%, electronics are 1% and clothes are at 5% based on Dubai Customs assignment of the percentages to all HS codes.

Customs can also request an online HS code reclassification for a shipment which already has declared HS codes available and published at:

https://www.dubaitrade.ae/en/dc-request-goods-classification-new-request

DUTY = 2% of (C+I+F) Duty percentage is not fixed and is based on commodity HS code assigned duty percentage

Please refer to the table below for Excise tax rates per category:

BOE registration fees for UAE import shipments to the local market from ROW/GCC for personal/business importers in Dubai with Dubai Customs is as follow:

In Addition to the above, an E-archive Fee of AED 5 is applicable on all commercial or B2B (business to business) imports into Dubai.

Imports into Kuwait:

Generally, all shipments with a declared Commercial value exceeding KWD 100 are considered "high value" and are subject to Customs Duties in Kuwait

Duties are calculated based on the Commercial value, Insurance (Extended liability) and Freight/shipping costs (if applicable):

DUTY = 5% of (C + I + F)

• By default, Kuwait Customs applies a standard insurance of 1% of the Commercial Invoice value.
• Freight cost is calculated based on the published IATA tariff.
• Tobacco products (cigarettes, cigars, and e-cigarettes) are 100% dutiable.

IMPORTANT NOTES ON SHIPMENT VALUE:

• Shipments with a value exceeding KWD 5,000 require additional documentation for customs clearance process: commercial invoice, packing list and certificate of origin.

Imports into Saudi Arabia:

Generally, all import items are subject to VAT and Duties where VAT is calculated as 15% of Commercial value, Insurance (Extended liability), Freight/shipping cost, Duty, and Excise tax (if applicable):

VAT= 15% of (C+I+F+D+E)

Duties will also be applied upon the import of certain goods into the KSA at the following rates:

• 100% on the tobacco products, energy drinks, electronic devices and tools used for smoking, and liquids used in such devices and tools, or
• 50% for sweetened drinks and carbonated drinks.

Duties are calculated based on the Commercial value, Insurance (Extended liability) and Freight/shipping costs (if applicable):

DUTY = 5% of (C+I+F)

High Value import Document fees will be considered when CIF value is above SAR 1,000 per shipment. The fees are as follows:

Note:

• Low Value Shipments (i.e. up to SAR 1,000) VAT of 15% is applied.
• High Value Shipments (i.e. exceeding SAR 1,000) VAT 15% + 5% Duty apply.

Click here for a list of items that are prohibited or restricted for shipping or see refer to What is the difference between Prohibited and Restricted items? answer in FAQ.

Prohibited items: If an item is prohibited to export from origin or import into the destination country, we cannot ship it to you. If you are not sure if an item is prohibited, please Contact us before creating a shipment or booking a collection.

Restricted items: Some restricted items can be shipped but only after the Emirates Courier Express compliance team reviews the item to ensure it complies with laws in the origin and destination. The compliance review usually takes less than 24 hours, but it may take one to three business days before your shipment is accepted for transportation. If you have questions about shipping a restricted item, please Contact us

All restricted items are subject to inspection and approval at the destination which may impact delivery timelines. Some restricted items may require additional documents from the shipper or consignee for clearance. If these cannot be provided or the customer is nonresponsive then the shipment (or items within it) will be handed over to and destroyed by the local authorities at the origin/destination at the account holder’s cost.

Emirates Courier Express can export perfume in limited quantities with a special handling fee. The total net quantity of all perfumes and aerosols cannot exceed 2 kg or 2 litre per package, and the net quantity of each single item inside a package must not exceed 0.5 kg or 0.5 litre. Release valves on aerosols must be protected by a cap or other suitable means to prevent the inadvertent release of the contents.

Dangerous goods or hazardous materials are items with hazardous properties that can present a potential hazard and not always accepted for carriage by an airline or courier due to the safety risks it may pose.

Emirates Courier Express can ship some classes of dangerous goods in limited quantity.

Our Trade Compliance Team will review your item(s) to determine the specific classification and transportation regulations which may apply. The review is usually completed within 1 to 3 business days, and you will receive an email with the result.

If you have more questions, please visit our Contact & Support page to Request a call back

Yes, Emirates Courier Express charges an additional handling fee to ship items which may require handling as dangerous or hazardous materials for international transport. Common dangerous goods include perfume, nail polish, glue, paint, and batteries

The cost of sending a shipment with us depends on various factors, including the destination, the size and weight of the package, the shipping service chosen, and any additional options or services.

Existing account holders can Log in to calculate estimated rates. Or Open an account to work with us.

If you have a VAT number and ship frequently, we highly recommend you open an Emirates Courier Express account. This offers you negotiated savings and the opportunity to pay invoices at the end of the agreed payment term. Payment can be made by secure CPG link or direct bank transfer/remittance in multiple currencies.

Storage fees continue to accrue until your package is shipped, discarded, or returned to the sender. You will see storage charges itemised on your invoice when the package is shipped or discarded.

Emirates Courier Express does not add a fuel surcharge to provide the best possible value to our customers.

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If you continue to experience problems, please visit our Contact & Support page to log an issue or Request a call back

We understand our customers' concerns regarding confidentiality, and it is our policy never to sell or give away any user information. The privacy of our customers is of utmost importance to us. Details can be found in our Privacy Notice.

Spam filters sometimes remove emails you do want to receive. To ensure that you receive all your account communications, we recommend that you add Emirates Courier Express to your safe senders list.

We send email, SMS, or WhatsApp alerts on important shipment milestones to either account holders, consignees, or both, depending on the preferences set.

If your shipment failed to arrive, it is important that you contact our Customer Care team with an accurate description of the goods and their packaging as soon as possible at Contact & Support.

Our operations teams will hold on to shipments that were not properly addressed or that became detached from their packaging for up to 10 days. It is possible that they will be able to reunite you with your shipment.

If this fails, please submit a support request at Report damage or loss. Please note that damage to goods in transit is frequently the result of inadequate packaging.