Dropshipper Service Level Agreement (SLA)
Guidelines for Wholesale Catalog Sellers • Updated October 2026
1. Warehouse Fulfillment SLAs
All customer orders confirmed by our call center prior to 2:00 PM Gulf Standard Time (GST) are picked, packed, and handed over to express couriers on the same business day. Orders confirmed after 2:00 PM are dispatched on the following business morning.
2. Call Center Verification Rules
Our operations team makes up to 3 distinct phone calls across 24 hours to confirm customer availability. If a customer cancels during the phone call or states they did not place the order, the order is marked "Cancelled" with zero shipping fee charged to the merchant.
3. Weekly Remittance Schedule
Remittances are closed every Sunday at 11:59 PM for all orders delivered in the preceding 7 days. Statements are generated on Monday morning and funds transferred to merchant bank accounts every Tuesday via UAE Central Bank local transfer, SAR local transfer, or international wire.
4. Prohibited Marketing Practices
Merchants agree not to use misleading marketing claims, trademark infringement, fake celebrity endorsements, or bait-and-switch advertising. Stores violating these rules may face immediate suspension and remittance escrow.