Frequently Asked Questions
We offer 3-5 Working days delivery on orders that’s under city limit throughout UAE.
A delivery charge of AED 30.00 applies for orders weighing under 5Kgs.
For bulky items the delivery charge will be different. Delivery charge depends on the dimensions and weight of the total order. You can contact us by email or phone to know the delivery charge for these orders. Or once the order is made a representative will inform you the delivery charge applicable for your order.
3-5 Working days delivery may not apply to some areas (Freezones and Islands).
Please see our delivery information page for full details.
Yes, there is an option on the checkout procedure to set an alternative delivery address to your billing address.
We require all parcels to be signed for. A signature can be obtained from anybody at the delivery address. If there is nobody in when the delivery is attempted, you will be contacted by the couriers to reschedule the delivery. See delivery information page for more details.
No, unfortunately, our couriers require a signature as proof of delivery; they are unable to leave parcels without one.
If your order is placed before 4 pm on a weekday it will be dispatched next working day. Online orders will be delivered within 3 to 5 working days. (Exclusions apply) Please see our delivery information page for more details.
Standard deliveries can take place anytime between 8 am and 8 pm although you will get a call before the delivery is scheduled from our couriers to get the Time slot for delivery.
Stock
All of our products are linked in with our back-end database that takes stock levels directly from the warehouse. All products that have the “In Stock” flag should be in stock and ready for dispatch. If we receive an order and then discover that the item is out of stock we will make every effort to contact to confirm your options on how to proceed.
We will contact you to give you the choice of having one delivery when your order is complete or we can send the items that we have first whilst we wait for the back ordered lines to arrive.
If you choose to leave an out of stock item on Back Order we will maintain regular contact with you to update you on its progress. This will include a phone call to confirm its arrival and arrange your delivery requirements.
Yes, we have direct accounts with all major brands and are more than happy to supply other products that are not in our standard range. Please call or email us with your requirements and we will get back to you as quickly as possible with a price and availability.
Ordering
Yes, We use secure server technology that implements Secure Socket Layering (SSL) to protect your details and assist your shopping experience. SSL is the industry standard for encryption and enables millions of secure online transactions everyday.
Yes, if you would rather, you can call our order line on +9714 2243320 between 9 am – 6 pm Sunday to Thursday. We have trained staff that can not only take your order but also helps advise you on the products in our range.
The currency accepted would be AED, and the cards accepted for the transaction will be Visa and Master card.
Yes, your Invoice will be supplied with your goods. If this doesn’t find its way to you then you can request a copy at any time.
Unfortunately, once you have clicked “Submit Order” your order is sent immediately to our warehouse to be processed for delivery. It is therefore unlikely that we can amend your order at this stage, but you are welcome to call us and if it is possible we will do our best to try.
All our images are either manufacturer’s stock images or images we have created ourselves. From time to time manufacturers may alter products very slightly. If the alteration is significant we will upload updated images. Our images are for illustration purposes only and you should read product descriptions for full details of what you will receive.
Customer Service
We have strict control and checking procedures operating in our warehouse so it is extremely unlikely that an error will occur, however unfortunately sometimes mistakes can still be made. If this happens we will collect and redeliver a replacement item as soon as possible and this will obviously be at no cost to you.
Please try and check the condition of the parcels before you sign for them if you are in any doubt please make a note on the couriers’ paperwork. If you discover an item is damaged please contact us as soon as possible (must be within 3 days from the date of order delivery) and we will arrange a replacement for you.
On the log in page click forgotten password. Enter your email address and we will send you a link to reset your password. click that link and type your new password
Step 1 Place your order: On check out select “Click & Collect” delivery method.
Step 2 Receive email confirmation: Once your order is ready for pick up you will receive a notification by email.
Step 3 Pick up your order in store: Bring your ID and Confirmation email to pick up the order in your chosen store.
Click & Collect is our service that allows you to shop from the comforts of your home with the added convenience of picking it up at a time that suits you – so there’s no need to wait around either for your order to arrive.
Our Click & Collect service offers 2 payment options, one is to pay online and other one is to pay in store.
When collecting your order please ensure that you have your order confirmation email (either printed or on your phone), together with the payment card used to make the purchase ( For Online Paid Order). If you do not have the payment card with you then please provide your photographic ID which will be photocopied by the store before the goods are released.
If third parties are collecting goods on your behalf, they must have a copy of the order confirmation email (either printed or on the phone) and photographic ID which will be photocopied by the store before the goods are released.
For your protection, only you or a pre-authorized pickup person may pick up your order. If you cannot come and pick up your order simply email us on smbtrd2@gmail.com with the Name and Mobile Number of the person coming in your place. Your designated pickup person, will also need to bring the following to the store:
A government-issued photo ID
Your order number and
Pick Up In Store Order Notification Email.
Once you arrive at the store, you can collect your order from the Customer Service desk.
Once the order is made, we will transfer the products to the chosen store and once it is ready to collect we will inform you by email.
If the stock is available in the chosen store, we will inform you by mail and you will be able to collect it same day.
If there is no stock in chosen store then we will transfer the products to the store and once it is ready to pick up you will be notified by email (in this case you will be able to collect the item within a maximum of 5 working days).
Click & Collect orders can be returned by contacting the Online sales team on smbtrd2@gmail.com, subject to our return policy. Click here for our Returns & Refunds Policy.
If you are delayed in collecting your order, please contact us.
For pay in store orders, your order may be cancelled, if not collected in 2 days from date of receiving the email notification.
For prepaid orders, the order will be kept for 7 days after which it will be cancelled and we will refund you using the original payment. (It will take around 7 to 14 working days to complete the refund process)
Once a Click & Collect order has been placed, and a store selected, we are unable to change the collection point. If you would like to collect your order from a different store then a new order would need to be made, along with a request to cancel the original order.
To cancel your order, please email our online sales team on oninesales@www.smbtrd.com or call us on +9714 2243320 between 9am and 5pm, Sunday to Thursday (excluding Fridays and public holidays) and on Saturday between 10AM to 2PM.
Please note that if you have already paid online for your order through Click & Collect, a cancellation will result in an automatic refund to your original payment method. Refund will be done in 7 to 14 working days.