Shipping Policy

• We ship within the United Arab Emirates only at launch. All seven emirates supported.
• Total time from approval to delivery: 7–14 business days. Production 5–10 days + shipping 1–3 days.
• Flat shipping rate: AED 25. Same price for every emirate.
• Tracking included. You'll get a tracking number by email when your figurine ships.

At launch, Chibily ships only to addresses within the United Arab Emirates. We deliver to all seven emirates: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.

GCC and international shipping is on the roadmap. We'd rather get UAE delivery right first than rush a half-working international option.

Each figurine is made to order. The clock starts when you approve your AI preview and complete payment, not when you place your initial design.

• Production: 5–10 business days. This covers manual 3D modelling from your approved preview, printing, finishing, quality check and packaging.
• Shipping: 1–3 business days. Most UAE addresses receive within 48 hours of dispatch.
• Total: 7–14 business days from payment to delivery.

Business days exclude Fridays, Saturdays and UAE public holidays. Around major holidays (Eid Al Fitr, Eid Al Adha, UAE National Day, New Year) production may take a few extra days — we'll email you if your order is affected.

Flat AED 25 per order, regardless of which emirate you're in. The rate is added to your order total at checkout. No surprise customs or duty charges — we ship domestically.

We dispatch via established UAE couriers (Aramex, Emirates Post and similar). The specific courier may vary based on your delivery address.

You'll receive a tracking number by email the moment your package leaves our facility. The same tracking number is visible on your account order page once shipped.

Couriers in the UAE typically make 2–3 delivery attempts before returning the package to their depot. If you miss the courier:

• They'll usually call or message you to coordinate redelivery.
• You can pick up from the depot using the tracking reference (most major couriers offer this).
• If a package is returned to us as undeliverable after all attempts, we'll contact you to arrange a re-ship. A re-ship fee may apply if the address was incorrect.

We treat "delivery taking longer than expected" as 4 business days past the courier's estimate. If you're past that window:

1. Check the tracking link — sometimes there's a status update that wasn't emailed.
2. Email support@chibily.com with your order number. We'll open a trace with the courier.
3. We update you within 1 business day with what we hear back. Most delays resolve on their own within a week.

If tracking shows no movement for 10+ business days and the courier's trace confirms the package as lost, we'll remake and re-ship at our cost. You don't pay shipping again, and you don't need to chase the courier yourself — we handle the trace.

If the package is later found and delivered while a remake is already in production, you keep both. We don't ask for the original back.

If your package arrives visibly damaged (crushed box, broken figurine inside), that's covered under our Refund & Return Policy 14-day defect window. Photos + a note to support@chibily.com gets you a free remake.

Please double-check your shipping address at checkout. Couriers rely on your input exactly as written. If your order ships to an incorrect address you provided, the cost of a re-ship (production + shipping) is yours to cover. We'll always try to catch obvious typos before dispatch and email you to confirm.

Need to change an address after ordering? Email us within 1 hour of placing the order. Once production starts (after AI preview approval + payment), the address is locked.

Email support@chibily.com or use the form on our Contact page.