Shipping policy

CPAP MEDICAL EQUIPMENT TRADING CO. LLC
Trading as CPAP Medical Trading
www.cpapmedtrade.com | Business Bay, Dubai, UAE
Effective Date: 1 June 2025 | Version 2.1 | Last Revised: 17 June 2026

CPAP Medical Equipment Trading Co. LLC (trading as CPAP Medical Trading, hereinafter "the Company," "we," "us," or "our") is committed to providing prompt, reliable, and professional delivery of CPAP machines, BiPAP devices, sleep therapy equipment, masks, accessories, and all related medical products to customers across the United Arab Emirates.

This Shipping and Delivery Policy sets out the terms governing the delivery of orders placed through our website at www.cpapmedtrade.com, via telephone, email, or in-store at our Business Bay showroom. By placing an order with the Company, you confirm that you have read and agreed to the terms of this Policy.

1. DELIVERY COVERAGE

1.1 The Company provides delivery services across all seven (7) Emirates of the United Arab Emirates, including Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.

1.2 Delivery to remote or rural areas, gated communities, industrial zones, or free zones may be subject to extended timelines or additional delivery charges. Customers in such locations are encouraged to contact us in advance of placing their order to confirm availability and timelines.

1.3 At present, the Company does not offer international shipping outside of the UAE. For enquiries regarding special arrangements, please contact us directly.

2. DELIVERY SERVICES & TIMEFRAMES

2.1 The Company offers the following delivery services across the United Arab Emirates. All timeframes are estimates and commence from the time of order confirmation and successful payment verification — not from the time the order is placed.

🚚 STANDARD DELIVERY
Coverage Area: All UAE Emirates
Estimated Timeframe: Up to 72 hours
Cut-off Time: No cut-off — order anytime

⚡ EXPRESS DELIVERY — DUBAI CITY AREAS
Coverage Area: Dubai (City Areas)
Estimated Timeframe: 4 to 24 hours
Cut-off Time: Orders must be confirmed before 3:00 PM for same-day dispatch

🛺 EXPRESS DELIVERY — OTHER EMIRATES
Coverage Area: Abu Dhabi, Sharjah, Ajman & others
Estimated Timeframe: Variable — please contact us before ordering
Cut-off Time: Contact us to confirm

📍 REMOTE & RURAL AREAS
Coverage Area: Designated remote zones across the UAE
Estimated Timeframe: Beyond 72 hours — confirmed individually
Cut-off Time: No cut-off — contact us to arrange

2.2 Express Delivery within Dubai is available for orders placed and confirmed before 3:00 PM on the same business day. Orders received after 3:00 PM will be processed and dispatched on the following business day.

2.3 For Express Delivery to Abu Dhabi, Sharjah, Ajman, and other emirates outside Dubai, delivery timeframes are variable depending on location and product availability. Please contact us via WhatsApp on +971 56 593 5931 or email at info@cpapmedtrade.com before placing your order to confirm the applicable timeframe and any additional delivery charges.

2.4 Delivery to remote and rural zones — including areas beyond standard courier coverage in Ras Al Khaimah, Fujairah, Umm Al Quwain, and remote parts of other emirates — may require more than 72 hours. Timeframes for these zones will be confirmed individually with the Customer at the time of order.

2.5 All delivery timeframes are estimates only and are subject to factors outside the Company's direct control, including courier availability, traffic conditions, public holidays, and adverse weather. The Company shall not be held liable for delays arising from such factors.

2.6 The Company does not offer international shipping. All deliveries are within the United Arab Emirates only.

3. ORDER PROCESSING & CONFIRMATION

3.1 Orders are processed on business days (Monday through Saturday), excluding UAE public holidays. Orders received after business hours or on public holidays will be processed on the next available working day.

3.2 An order is considered confirmed only upon receipt of full payment or such deposit as may be agreed in writing by the Company. Processing will not commence until payment has been verified.

3.3 Upon confirmation, the Customer will receive an order acknowledgement via email or WhatsApp (depending on the contact method provided) including order details and an estimated delivery window.

3.4 For express delivery orders within Dubai, orders must be placed and payment confirmed before 3:00 PM (UAE time) to qualify for same-day or next-day dispatch. Orders confirmed after 3:00 PM will be processed the following business day.

3.5 Express delivery orders placed on a Sunday will be processed on the next working day. Customers requiring Sunday delivery should contact us directly to discuss availability.

3.6 Product availability is subject to stock levels at the time of order. In the unlikely event that an ordered item is out of stock, the Company will notify the Customer promptly and offer one of the following: (a) an estimated restock date and revised delivery timeline; (b) a suitable alternative product; or (c) a full refund.

4. DELIVERY CHARGES

4.1 Delivery charges, where applicable, will be clearly communicated to the Customer at the time of checkout or order placement. Charges vary depending on the delivery tier (standard or express), the destination emirate, and the size or weight of the order.

4.2 Free delivery may be offered on orders meeting a minimum order value threshold, as displayed on the Website at the time of purchase. Promotional free delivery offers are subject to change without notice.

4.3 For bulky or heavy equipment items, an additional handling or oversized delivery fee may apply. This will be communicated to the Customer before the order is confirmed.

4.4 Any delivery charges paid are non-refundable once the delivery has been dispatched, except in cases where the Company is at fault for a failed or incorrect delivery.

5. RISK OF LOSS & TITLE

5.1 Title to and risk of loss or damage to the Equipment shall pass to the Customer upon successful delivery of the Equipment to the delivery address nominated by the Customer, or upon collection from our showroom, whichever occurs first.

5.2 The Company shall not be liable for any loss, theft, or damage occurring to the Equipment after delivery has been completed and confirmed.

5.3 For in-store collections, the Customer or their authorised representative must present valid identification and a copy of the order confirmation. Risk passes at the point of collection.

6. RECEIPT, INSPECTION & REPORTING OF DAMAGE

6.1 The Customer or their authorised representative is required to inspect all Equipment upon delivery before signing any delivery acknowledgement. By signing the delivery receipt, the Customer confirms that the package was received in good condition and in the correct quantity.

6.2 If the delivery packaging appears damaged, tampered with, or opened upon arrival, the Customer should note this on the delivery receipt before signing and contact the Company immediately.

6.3 Any damage to Equipment, incorrect items, or quantity discrepancies must be reported to the Company in writing within twenty-four (24) hours of delivery. Reports submitted after this period may not be considered. Please email us at info@cpapmedtrade.com with photographic evidence and your order number.

6.4 The Company will investigate all reported delivery issues promptly and, where the Company or its courier partner is found to be at fault, will arrange for replacement, re-delivery, or other appropriate remedy at the Company's discretion.

7. FAILED & MISSED DELIVERIES

7.1 Our delivery partners will attempt to deliver to the address provided at the time of order. If no one is available to receive the delivery, the courier will attempt to contact the Customer via the phone number provided.

7.2 If a delivery attempt is unsuccessful, the Customer will be notified and a re-delivery will be arranged. The Company reserves the right to charge an additional fee for repeat delivery attempts caused by the Customer's unavailability or failure to provide accurate delivery information.

7.3 The Customer is responsible for providing a complete, accurate, and accessible delivery address at the time of order. The Company shall not be liable for delays or failed deliveries resulting from incomplete, incorrect, or inaccessible delivery addresses provided by the Customer.

7.4 If an order is returned to the Company due to failed delivery attempts, the Customer will be contacted to arrange re-delivery. Re-delivery charges may apply.

8. DELAYS & FORCE MAJEURE

8.1 Whilst the Company endeavours to meet all stated delivery timelines, estimated delivery windows are not guaranteed and do not constitute a contractual commitment. Factors that may affect delivery timelines include but are not limited to:

High order volumes during peak seasons or promotional periods
Traffic congestion or road conditions within the UAE
UAE public holidays or government-declared closures
Courier or logistics partner delays
Weather-related disruptions or natural events
Payment verification delays
Product availability constraints

8.2 The Company shall not be held liable for any loss, inconvenience, or consequential damages arising from delays in delivery that are beyond the Company's reasonable control, including Force Majeure events as defined in our Terms and Conditions at www.cpapmedtrade.com/policies/terms-of-service.

8.3 In the event of a significant or prolonged delay, the Company will proactively notify the Customer and provide a revised estimated delivery window.

9. SPECIAL HANDLING OF MEDICAL EQUIPMENT

9.1 CPAP machines, BiPAP devices, and related sleep therapy equipment are sensitive medical devices. All orders are carefully packaged to manufacturer standards to ensure the Equipment arrives in optimal condition.

9.2 Customers are advised not to attempt to open, modify, or operate the Equipment prior to reading the manufacturer's instruction manual. The Company is not responsible for damage resulting from improper unpacking or handling by the Customer.

9.3 Where a device requires initial setup, configuration, or pressure calibration as prescribed by a healthcare professional, the Company's team is available to assist. Please contact us via WhatsApp on +971 56 593 5931 or email at info@cpapmedtrade.com to arrange a setup consultation.

10. ORDER CANCELLATION PRIOR TO DISPATCH

10.1 Customers wishing to cancel an order must contact the Company as soon as possible via phone, WhatsApp, or email. If the order has not yet been dispatched, cancellation will be accepted and a full refund of the product price will be processed within five (5) to ten (10) business days to the original payment method.

10.2 Once an order has been dispatched, it can no longer be cancelled. Please refer to our Refund and Returns Policy at www.cpapmedtrade.com/policies/refund-policy for further information on post-delivery options.

10.3 For custom or special-order items, cancellations may not be accepted after the order has been confirmed and placed with the manufacturer or supplier. This will be communicated to the Customer at the time of order.

11. CONTACT US

For any questions regarding your delivery, order status, or shipping options, our team is available through any of the following channels:

CPAP Medical Equipment Trading Co. LLC
Trading as CPAP Medical Trading
📍 Tamani Arts Building, Office 1739, Business Bay, Dubai, United Arab Emirates
📱 WhatsApp & Phone: +971 56 593 5931
📧 Email: info@cpapmedtrade.com
🌐 Website: www.cpapmedtrade.com
📋 Contact Form: www.cpapmedtrade.com/pages/contact-us
🕐 Monday – Friday: 9:00 AM – 5:00 PM | Saturday: 11:00 AM – 3:00 PM | Sunday: Closed

We are committed to making your experience with CPAP Medical Trading as seamless as possible. Thank you for trusting us with your sleep health needs.