Delivery & Return Policy
Effective Date: July 18, 2025
Thank you for shopping with Igloo. We are committed to delivering your order safely, promptly, and with complete transparency. Please read our Delivery and Return Policy carefully before making a purchase.
Igloo is operated by Elite Horizon General Trading LLC, the exclusive distributor for the brand in the Gulf Cooperation Council (GCC) region.
1. Delivery Policy
Shipping Locations
We currently ship to:
- United Arab Emirates (UAE)
- Gulf Cooperation Council (GCC) countries, including Saudi Arabia, Bahrain, Kuwait, Oman, and Qatar
If your location is not listed above and you are interested in placing an order, please contact us at sales@igloocoolers.ae.
Delivery Timeframes
- UAE Deliveries: 1–2 business days
- GCC Deliveries: 7–10 business days
Delivery times may vary slightly during peak seasons or public holidays.
Shipping Charges
Shipping fees will be calculated and displayed at checkout based on your location and selected delivery method. Occasionally, we offer free delivery promotions, which will be clearly communicated on the website or during checkout.
Order Tracking
Once your order is shipped, you will receive an email confirmation with tracking details. You can monitor your delivery status through the carrier's platform.
Delivery Issues
If your parcel is delayed or lost, please contact us at sales@igloocoolers.ae within 7 days of your expected delivery date. We will investigate the issue and provide a resolution as quickly as possible.
2. Return & Exchange Policy
We want you to love your Igloo products. If you’re not satisfied with your purchase, we offer returns or exchanges under the following terms:
Eligibility Criteria
- Return request must be made within 14 days of delivery
- Item must be unused, in original condition, and in original packaging
- Proof of purchase (order confirmation or receipt) is required
Returns that do not meet these criteria may be refused.
Non-Returnable Items
- Used or damaged bottles/cups
- Gift cards
- Promotional or clearance items (unless defective)
How to Return an Item
- Email us at sales@igloocoolers.ae with your order number and reason for return
- We will provide instructions, including the return address and any applicable courier details
- Once received and inspected, we will notify you of the approval or rejection of your refund or exchange
Note: Customers are responsible for return shipping costs unless the product is defective or incorrect.
3. Refunds
If your return is approved:
- A full or partial refund will be issued to your original payment method
- Please allow 5–10 business days for the refund to appear on your statement
- If a replacement is requested instead of a refund, we will ship the new item after receiving and inspecting the returned product
4. Damaged or Defective Items
If your item arrives damaged or shows a manufacturing defect, please notify us within 48 hours of delivery. Email sales@igloocoolers.ae with:
- A description of the issue
- Clear photos showing the defect
- Your order number
We will replace the item free of charge or offer a refund, as appropriate.
5. Cancellations
Orders may be cancelled before they are shipped. Once an order has been dispatched, it must go through the return process. Please email us as soon as possible if you need to cancel or change your order.
6. Contact Us
If you have any questions or concerns regarding deliveries or returns, please reach out to our customer service team:
Email: sales@igloocoolers.ae
Website: www.igloocoolers.ae