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1. Shipping Regions

At Rotai, we are committed to providing comprehensive shipping services across the Middle East, ensuring our premium massage chairs and accessories reach you with ease and efficiency. Our delivery network spans several countries, each with tailored shipping arrangements to meet your needs:

• United Arab Emirates (UAE): We offer exceptional delivery services with options for same-day or next-day delivery. Whether you're located in bustling Dubai or the serene landscapes of Abu Dhabi, we ensure prompt and reliable service.
• Saudi Arabia: Our delivery times vary based on your location, with a range of 1 to 10 days. From the vibrant city life in Riyadh to the historical beauty of Jeddah, we aim to provide timely delivery to every corner of the kingdom.
• Qatar: Expect delivery within 3 to 15 days. Whether you're in the capital city of Doha or in one of the many other cities and towns, we strive to meet your delivery needs efficiently.
• Bahrain: We provide delivery services that typically take 3 to 15 days. Regardless of whether you’re in Manama or any other part of Bahrain, we ensure your order reaches you in a timely manner.
• Kuwait: Our delivery service spans from 3 to 15 days. We cover all areas, from Kuwait City to the surrounding regions, with a focus on delivering your products promptly.
• Oman: Delivery times range from 3 to 15 days. Whether you reside in Muscat or another part of the country, we are dedicated to providing efficient and reliable delivery services.

Our commitment to quality service ensures that regardless of where you are located within these regions, you can expect a seamless delivery experience. We continually strive to enhance our logistics to better serve you and ensure that your purchase arrives as quickly and efficiently as possible.

2.Delivery Timeframes

At Rotai, we understand that timely delivery is crucial to your satisfaction. We strive to provide accurate and efficient delivery services to all our customers across the Middle East. Here’s a detailed overview of our delivery timeframes:

• United Arab Emirates (UAE): We offer exceptional delivery speed with same-day or next-day delivery options. Depending on the time of your order and your location within the UAE, you can expect your massage chair to arrive at your doorstep within 24 hours. For orders placed outside of business hours or in remote areas, delivery may take up to two days.
• Saudi Arabia: Our delivery times within Saudi Arabia range from 1 to 10 days. The exact delivery timeframe depends on your specific location. Major cities and urban areas typically receive their orders faster, while deliveries to more remote regions might take up to 10 days. We aim to provide regular updates on your order status to keep you informed throughout the process.
• Qatar: For our customers in Qatar, we estimate delivery within 3 to 15 days. The variability in delivery time is influenced by your location and the logistics involved in transporting the item. We work with trusted courier partners to ensure your order reaches you as promptly as possible.
• Bahrain: Orders to Bahrain are generally delivered within 3 to 15 days. Similar to other regions, the delivery timeframe depends on your specific location and the efficiency of the shipping process. Our team monitors all shipments closely to ensure timely delivery.
• Kuwait: Expect your delivery in Kuwait within a timeframe of 3 to 15 days. The exact delivery duration is based on your location and the logistical arrangements required to deliver your order efficiently. We are committed to keeping you updated on your order’s progress.
• Oman: Deliveries to Oman typically take between 3 and 15 days. As with other regions, delivery times can vary based on your location and the shipping logistics. We strive to provide a smooth and timely delivery experience for all our customers in Oman.

We continuously strive to optimize our delivery processes and work closely with our courier partners to ensure that your order arrives as quickly as possible. Should you have any questions or need further information about your delivery, please feel free to contact our customer support team. We are here to assist you and ensure a pleasant shopping experience.

3. Shipping Costs

At Rotai, we are dedicated to providing you with transparent and detailed information about shipping costs to ensure a smooth purchasing experience. Below is a comprehensive breakdown of our shipping costs for each region we serve:

• United Arab Emirates (UAE)
  For customers in the UAE, we offer free delivery on all massage chairs. This means that you will not incur any additional shipping fees when purchasing a massage chair from us. Our aim is to provide you with the most convenient and cost-effective service. However, please note that for accessories, additional delivery charges may apply. These charges are based on the policies and regulations set by the courier company. If any extra costs are applicable for accessories, we will inform you before processing your order, ensuring that you are fully aware of any potential fees.
• Saudi Arabia
  We are pleased to offer free delivery on all massage chairs to customers in Saudi Arabia. This free delivery service covers the cost of shipping your massage chair directly to your chosen address. For accessories, additional delivery charges may be applied, depending on the specific rules and fees of the courier company we use. These charges are calculated based on the size and weight of the accessories. If any extra costs are required for accessories, we will provide you with detailed information before dispatching your order, allowing you to review and approve any additional charges.
• Qatar
  In Qatar, we charge a flat delivery fee of 1000 AED for all massage chairs. This flat rate ensures that your massage chair is delivered directly to your doorstep without any hidden costs. For accessories, the shipping costs will vary based on the rates set by the courier company. These costs are determined by factors such as the weight and dimensions of the accessories. We will provide you with the shipping fee details for accessories prior to completing your order, so you are fully informed about any additional charges.
• Bahrain
  For customers in Bahrain, we apply a flat delivery fee of 1000 AED for all massage chairs. This rate covers the entire cost of shipping your massage chair to your specified address. Shipping fees for accessories in Bahrain will be calculated based on the courier company’s rates and the specifics of the accessory items. We will communicate the exact shipping costs for accessories at the time of order processing, ensuring transparency and allowing you to review any additional charges before finalizing your purchase.
• Kuwait
  In Kuwait, a flat delivery fee of 1000 AED is charged for the delivery of all massage chairs. This flat rate encompasses the full cost of shipping your massage chair to your location. For accessories, shipping costs are subject to the rates set by the courier company and will vary based on the size and weight of the items. We will provide you with the shipping cost information for accessories before your order is dispatched, so you are aware of any potential additional charges.
• Oman
  For deliveries to Oman, we charge a flat delivery fee of 1000 AED for all massage chairs. This fee covers the cost of delivering your massage chair directly to your address. Shipping fees for accessories will be determined based on the courier company’s rates, which depend on the specifics of the accessory items. We will inform you of any additional charges for accessories prior to dispatching your order, ensuring that you have all the necessary information regarding shipping costs.

4. Customs and Duties

At Rotai, we strive to provide a seamless shopping experience, including handling all aspects of customs, import duties, and taxes for our international customers. Here’s a detailed breakdown of our customs and duties policy:

Coverage of Costs
When you make a purchase from us, we take full responsibility for all customs fees, import duties, and taxes that may apply up until the point your order reaches your doorstep. This means that you will not incur any additional charges from customs authorities upon delivery.

Detailed Handling Process

1. Pre-Delivery Processing: Before your order is shipped, we ensure that all necessary documentation and customs paperwork are accurately completed to facilitate smooth transit through customs. Our team works closely with logistics partners to ensure that all required import permits and certificates are in place.
2. Customs Clearance: Once your order arrives in your country, it will undergo customs clearance. We handle this process on your behalf to ensure that there are no delays or additional costs for you. Our team coordinates with local customs authorities to expedite the clearance process.
3. Delivery to Doorstep: After customs clearance, your order will be delivered directly to your doorstep. We manage all aspects of the delivery, including any additional charges that may arise during transit. You will not need to handle any customs-related tasks or pay any additional fees at the time of delivery.

Exceptions and Special Circumstances
In rare cases where additional fees may be applicable due to specific local regulations or exceptional circumstances, we will inform you in advance. However, this is uncommon, and our goal is to absorb these costs to ensure you have a hassle-free experience.

5. Damaged or Lost Shipments

We understand that receiving a damaged or lost shipment can be a frustrating experience. At [Your Company Name], we are committed to ensuring that your order arrives in perfect condition, and we take the following steps to address issues related to damaged or lost shipments:

• Inspection Upon Delivery
  Upon receiving your shipment, we encourage you to inspect the package and its contents immediately. If you notice any signs of damage or if the package appears to be tampered with, please document the condition by taking clear photographs of the outer packaging and the product itself. This will help us expedite the resolution process.
• Reporting Issues
  If you find that your shipment is damaged or if you believe that your order is lost, please contact our customer support team as soon as possible. You can reach us via support@rotai.ae. Provide us with your order number, a description of the issue, and any relevant photographs that clearly show the damage or the condition of the package.
• Resolution Process
  Once we receive your report, our team will review the information and begin the resolution process. For damaged items, we will assess the extent of the damage and determine whether a replacement or a refund is the most appropriate solution. For lost shipments, we will investigate the matter with our shipping partners to locate your package.
• Replacement or Refund
  If your item is found to be damaged, we will offer a replacement at no additional cost or issue a full refund, depending on your preference and product availability. In the case of lost shipments, if we are unable to locate your package, we will arrange for a replacement shipment or process a full refund.
• Return of Damaged Goods
  In certain cases, we may require the return of the damaged item before processing a replacement or refund. We will provide you with instructions on how to return the item and will cover the cost of return shipping.
• Follow-Up and Feedback
  After the resolution of your issue, we may follow up with you to ensure that you are satisfied with the outcome. Your feedback is valuable to us and helps us improve our services.
• Contact Us
  For any questions or further assistance regarding damaged or lost shipments, please do not hesitate to reach out to our customer support team. We are dedicated to resolving any issues promptly and ensuring that your experience with us remains positive.

5. Returns and Exchanges Cost

United Arab Emirates
In the UAE, we generally offer free returns on all purchases. However, please note that in some specific locations or under certain circumstances, we might require the customer to cover return shipping costs. This exception is primarily based on logistical considerations and distance from our facilities. If such a situation arises, our customer service team will provide detailed instructions and cost estimates.

Saudi Arabia
For customers in Saudi Arabia, we also provide free returns. Similar to the UAE, there might be cases where return shipping fees are applicable, depending on the location and logistical challenges. In such instances, our team will inform you of any applicable charges and assist you with the return process.

Qatar, Oman, Bahrain, Kuwait
For customers in Qatar, Oman, Bahrain, and Kuwait, the responsibility for return shipping costs falls on the customer. The amount charged will be based on the logistics company’s rates, which can vary depending on the size and weight of the item, as well as the distance to be covered. We advise contacting our customer service team for detailed information on potential return shipping charges and instructions for returning your product.

For further assistance or inquiries, please contact our customer support team:

Contact Information
Trade Name: Rotai Health Technology LLC
Telephone: +971 (04) 273 2866
Mobile: +971 524 710 789
Email: support@rotai.ae
Physical Address: Rotai Health Technology LLC, The Palm Jumeirah, B1007, 299449 Nakheel Mall DU, United Arab Emirates