Shipping policy

Last Updated: June 18, 2026

Thank you for ordering from LUSBY.

This Shipping Policy explains order processing, estimated delivery, tracking, address responsibilities, customs, failed deliveries, and shipping-related claims.

Nothing in this Policy limits any mandatory delivery right that applies under consumer law.

1. Order Processing

Orders are generally processed within 1–3 business days after successful payment confirmation.

Processing may take longer during:

Public holidays.
Weekends.
Product launches.
Promotional periods.
High-order-volume periods.
Inventory checks.
Fraud or payment verification.
Unexpected operational disruption.

Processing time is separate from shipping/transit time.

2. Order Changes After Purchase

Customers are responsible for checking their order and shipping information before completing checkout.

If you notice an error, contact us immediately at:

mh.media.stores@gmail.com

We will try to help where reasonably possible, but we cannot guarantee changes once an order has:

Entered processing.
Been packed.
Been transmitted to a fulfilment partner.
Had a shipping label generated.
Been transferred to a courier.
Been shipped.

3. Estimated Delivery Time

Typical delivery may take approximately 7–15 business days, depending on the destination, shipping service, customs clearance, and local courier conditions.

Delivery estimates are not guarantees unless we expressly state otherwise.

Some destinations may take longer.

Where applicable law requires delivery within a particular period or gives you rights after excessive delay, those mandatory rights remain unaffected.

4. Shipping Promotions

LUSBY may occasionally offer:

Free shipping.
Launch-order shipping promotions.
Discounted shipping.
Other delivery promotions.

Eligibility and duration may vary.

A promotional shipping offer may be changed or withdrawn for future orders without affecting orders already accepted under that promotion.

5. Tracking Information

Where tracking is available, you may receive a shipping confirmation containing a tracking number or tracking link.

Tracking information may take several business days to update after shipment.

A tracking page may temporarily show statuses such as:

Label created.
Information received.
Awaiting carrier scan.
In transit.
Customs processing.
Handed to local carrier.

A lack of an immediate tracking scan does not necessarily mean the parcel has not been dispatched.

6. Multiple or Split Shipments

Where necessary, parts of an order may be shipped separately.

If this happens:

You may receive more than one tracking number.
Packages may arrive on different dates.
The arrival of one shipment does not necessarily mean another part is missing.

7. Accurate Shipping Information

You are responsible for entering a complete and accurate shipping address.

This includes:

Recipient name.
Street.
Building or house number.
Apartment, unit, or suite number.
City.
State, province, or region where required.
Postal or ZIP code.
Country.
Telephone number where required by the courier.

LUSBY is not responsible for avoidable delivery failure caused by incorrect or incomplete information supplied by the customer, except where applicable law requires otherwise.

8. Incorrect Address After Dispatch

Once an order has been processed or shipped, it may no longer be possible to modify the delivery address.

If the courier permits an address correction, redirection, or reshipment, additional charges may apply.

The customer may be responsible for those charges where the original problem resulted from customer-provided information and applicable law permits the charge.

9. Delivery Attempts

Customers are responsible for reasonably cooperating with the courier.

This can include:

Monitoring tracking.
Being available for delivery where required.
Responding to courier communications.
Collecting a parcel from a designated collection point within the permitted period.
Providing information legitimately required for customs or delivery.

Failure to take reasonable steps may result in a delayed, failed, or returned shipment.

10. Refused Deliveries

Refusing a parcel does not automatically cancel the order.

If a customer refuses delivery without prior approval from LUSBY, the parcel may be returned to the sender or fulfilment facility.

Where legally permitted, reasonable:

Outbound shipping costs.
Return-to-sender charges.
Courier charges.
Handling charges.
Customs-related charges.

may be deducted from any refund otherwise due.

Any mandatory cancellation right available under applicable law remains unaffected.

11. Unclaimed Packages

If a courier holds a shipment for collection and the customer fails to collect it within the required period, the package may be returned.

An unclaimed package will not automatically be treated as an approved return.

Where permitted by law, the customer may be responsible for costs reasonably incurred because the shipment was not collected.

12. Returned-to-Sender Shipments

A shipment may be returned to sender because of:

Incorrect address information.
Incomplete address information.
Failed delivery attempts.
Refusal.
Failure to collect.
Customs issues.
Failure to provide courier-requested information.
Unpaid customer import charges.

If this happens, contact LUSBY.

Where reshipment is possible, the customer may be required to pay reasonable reshipping costs when the return was caused by circumstances for which the customer is responsible.

If a refund is instead applicable, reasonable unrecoverable shipping or return costs may be deducted where legally permitted.

13. Customs, Duties, and Import Taxes

International orders may be subject to:

Import taxes.
Customs duties.
VAT or similar local tax.
Brokerage fees.
Customs processing charges.

Unless checkout or the order confirmation expressly states that LUSBY has collected or agreed to pay those charges, they are the responsibility of the customer.

LUSBY does not control charges imposed by foreign customs authorities.

Customers should check local import rules before ordering where necessary.

14. Customs Delays

Customs processing can delay international shipments.

LUSBY cannot control:

Customs inspections.
Documentation reviews.
Import clearances.
Local governmental processing times.

We will provide reasonable assistance with shipment information where available.

Nothing in this section removes a mandatory consumer right arising from legally excessive delay.

15. Import Restrictions

Customers are responsible for ensuring that products they order can lawfully be imported, possessed, and used in their destination country.

This is particularly relevant to technology products containing:

Cameras.
Wireless or Bluetooth functions.
Batteries.
Recording capabilities.

Where a restriction is known to LUSBY before shipment, we may refuse or cancel the affected order.

16. Delivery Status

Courier tracking and delivery records may be used as evidence when investigating delivery issues.

Where tracking shows a parcel as delivered but you have not received it, contact us promptly.

Before contacting us, please check:

Other household members.
Reception or building staff.
Neighbours where appropriate.
Mailrooms.
Parcel lockers.
Locations identified in courier tracking.

We may open an investigation with the courier.

A courier's delivery scan will not override any mandatory legal right where evidence shows that the order was not actually delivered as required by applicable law.

17. Lost Parcels

If tracking has stopped updating for an unusually long period or the courier confirms that a parcel is lost, contact:

mh.media.stores@gmail.com

We may investigate the shipment with the carrier or fulfilment provider.

Where the parcel is confirmed lost before legal delivery has occurred, LUSBY will provide the remedy required under applicable law, which may include replacement or refund.

18. Damaged Packages

If a package arrives visibly damaged:

Photograph the exterior packaging before discarding it.
Photograph the shipping label.
Photograph the internal packaging.
Photograph and video any product damage.
Contact us as soon as possible.

We strongly recommend reporting visible transit damage within 48 hours of delivery so that we can preserve evidence and pursue the courier where appropriate.

This requested reporting period does not eliminate any mandatory right that applicable law does not allow us to limit.

19. Missing or Incorrect Products

If you receive:

The wrong LUSBY product.
An incorrect package.
Missing accessories that should have been included.
An incomplete bundle.

Everything received.
The packaging.
The shipping label.

We may compare the claim against packing, weight, fulfilment, shipping, and order records.

Valid claims will be resolved in accordance with our Return & Refund Policy and applicable law.

20. Delivery to Safe Places or Authorized Persons

Where you instruct a courier to deliver to:

A safe place.
Reception.
A neighbour.
A concierge.
Another nominated recipient.

that delivery may be treated as delivery to your authorized recipient where permitted by applicable law.

Customers should not authorize an insecure delivery location.

21. Risk of Loss

Risk of loss or damage passes at the point required by applicable law.

Where applicable consumer law provides that risk remains with LUSBY until the customer or an authorized recipient takes physical possession of the goods, LUSBY will follow that rule.

22. Delays Outside Our Reasonable Control

Shipping may be delayed by circumstances including:

Courier disruption.
Customs processing.
Severe weather.
Natural disasters.
Political events.
War or civil disturbance.
Government restrictions.
Strikes.
Public holidays.
Transportation disruption.
Supply-chain disruption.
Local delivery disruption.

We are not responsible for delays outside our reasonable control to the extent permitted by law.

We will nevertheless comply with any mandatory right to cancellation, refund, replacement, or other remedy arising from the delay.

23. Shipping Costs and Refunds

Shipping charges are generally non-refundable once the shipping service has been properly performed, except where applicable law requires otherwise.

If a return is accepted because LUSBY sent an incorrect, materially defective, or damaged product, LUSBY will bear shipping costs where required by applicable law.

For non-defective returns made under a mandatory statutory withdrawal right, direct return shipping may be the customer's responsibility where applicable law allows it.

See the Return & Refund Policy for full details.

24. Chargebacks for Shipping Issues

If you believe a shipment is lost, incorrectly delivered, or materially delayed, please contact LUSBY first so that we can investigate the shipment.

We may submit tracking records, courier investigations, delivery information, customer communications, and other relevant evidence when responding to a payment dispute or chargeback.

Nothing in this section limits your lawful right to dispute a transaction.

25. Contact

For shipping, tracking, address, or delivery questions, contact:

LUSBY
Email: mh.media.stores@gmail.com

S103, 3253 FLOOR 2 - Al Bustan Center 3
Sharjah, United Arab Emirates