Shipping & Delivery Policy

MCOOP Shipping & Delivery Policy

Last Updated: September 19, 2025

1. Introduction

This Shipping & Delivery Policy outlines the processes, timeframes, and responsibilities for orders placed on the MCOOP platform. It is an integral part of the MCOOP Terms and Conditions. By using our service, you agree to the terms described herein.

2. Delivery Areas

• Local Delivery (Grocery & Essentials): We offer rapid delivery within a specific service radius around our partner stores across the UAE. Delivery availability is confirmed upon entering your address in the MCOOP app or website.
• Countrywide Delivery (Electronics & Appliances): Select products, such as electronics and major appliances, are available for delivery anywhere in the UAE through our dedicated logistics partners. Delivery times for these items are longer than for local groceries.

3. Delivery Timeframes & Process

• Local Orders: An estimated delivery window (e.g., 30-60 minutes) is provided at checkout. This is an estimate only and not a guaranteed time, as it is subject to factors like traffic, weather, and order volume.
• Countrywide Orders: Delivery typically takes 1 to 3 business days, depending on product availability and the destination within the UAE.
• The Process: Once an order is placed and confirmed, the partner store prepares the items. A driver is then dispatched to deliver them to the doorstep of the provided address. The driver will attempt to contact the recipient via phone upon arrival.

4. Shipping Fees

• A delivery fee and/or a minimum order value may apply for local deliveries. All applicable fees are clearly displayed at checkout before you complete your payment.
• We periodically offer promotions with free or reduced delivery fees, subject to their specific terms and conditions.

5. Receiving Your Order & Failed Delivery

• Doorstep Delivery: Our standard practice is to deliver orders to your doorstep. If you are unavailable, the driver will attempt to contact you via the phone number provided. If contact cannot be made, the order will be left at your doorstep and will be considered delivered and complete.
• Failed Delivery: A delivery is only deemed "failed" if the address is incorrect, incomplete, or entirely inaccessible (e.g., a secured building with no provided access code). In such cases, the order will be returned to the store. For prepaid orders, a refund for the products (minus any applicable restocking or delivery fees) will be issued to your MCOOP e-wallet.

6. Order Tracking

You can track the status of your delivery in real-time through the "My Orders" section of the MCOOP app or website. You will receive push notifications at all key stages: order confirmation, store preparation, driver dispatch, and when the driver is approaching.

7. Your Responsibilities & Issue Reporting

• Customer Responsibility: You are responsible for providing a complete, accurate, and deliverable address.
• Order Inspection: We strongly recommend that you inspect your order at the time of delivery to ensure all items are correct and undamaged.
• Reporting Issues: Any issues with missing, incorrect, or damaged items must be reported immediately.
• If the order is from Al Mushrif Coop, contact their customer support directly.
• For orders from any other seller, you must contact the seller directly using the phone number provided on their store page within the MCOOP app.
• Delayed reporting may affect your eligibility for a refund or replacement.

8. Policy Changes

MCOOP reserves the right to modify this Shipping & Delivery Policy at any time. The most current version will always be posted on our platform with an updated "Last Updated" date. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

9. Contact Information

For the fastest assistance with an active delivery, please use the In-App Chat feature.
For other inquiries, you can contact us via:

• Email: support@mushrifcoop.com  
• WhatsApp: +971 56 940 4977

FAQ: Shipping & Delivery

Q1: How long does delivery take?
A: Delivery times vary by product type:

• Groceries & everyday items from local partner stores: Typically 30-60 minutes (this is an estimate and not guaranteed).
• Electronics & appliances delivered across the UAE: 1-3 business days.

Q2: What if I'm not home when my order arrives?
A: The driver will attempt to call you. If you are unreachable, the order will be left securely at your doorstep. The delivery will then be considered complete. Please ensure your delivery location is safe and secure.

Q3: What constitutes a "failed" delivery?
A: A delivery fails only if the address is incorrect or completely inaccessible (e.g., a wrong building number, a gated community with no access code provided). An unattended delivery to a correct address is not considered failed.

Q4: Will I be charged for a failed delivery?
A: If a delivery fails due to an address error, the order is returned to the store. You will receive a refund for the product cost to your MCOOP e-wallet, but the delivery fee may not be refunded.

Q5: How can I track my order?
A: You can track your order in real-time from the "My Orders" section of your MCOOP app or our website.

Q6: What should I do if my order has an issue?
A: You must report it immediately after delivery.

• For issues with an order from Al Mushrif Coop, contact their customer support.
• For issues with an order from any other seller, you must contact the seller directly using the phone number listed on their MCOOP store page.

Q7: Who do I contact for general delivery questions?
A: For general questions not specific to an order, you can contact MCOOP support via WhatsApp at +971 56 940 4977 or email at support@mushrifcoop.com.