Delivery & Shipping Policy

This marketplace is operated under the trading name Ultrasooq (“Ultrasooq”, “we”, “us”).

This policy applies to orders placed on www.ultrasooq.com and the Ultrasooq mobile app. It forms part of our Terms of Use and should be read together with our Refund & Cancellation Policy and our Dispute Resolution Policy.

1. What Ultrasooq is, and who delivers your order

Ultrasooq is an online marketplace. Products are sold by independent sellers who list on our platform. Ultrasooq does not operate a delivery fleet and is not the carrier for your order. Fulfilment — packing, dispatch and delivery — is carried out by the seller you bought from, by a delivery provider that seller uses, or by you collecting the order in person.

Where a single order contains items from more than one seller, each seller fulfils and delivers their own items separately. Different parts of one order may arrive on different days, by different methods, and will show separate delivery statuses in your account.

2. Where we deliver

Orders are intended for delivery within the Sultanate of Oman.

We do not check your delivery address against that coverage, or against the areas an individual seller serves, before you pay. Sellers choose the areas they serve, and some items cannot be delivered to every address. An order can therefore be placed for an address the seller cannot reach.

If a seller cannot deliver to your address, contact us using the details in section 13 — and tell us how you paid. Where your payment goes is governed by section 8.0 of our Refund & Cancellation Policy, and section 8.0(f) explains why the order in which cancelling and dealing with your payment happen decides what we are then able to do. So do not cancel the item yourself first. We will deal with the cancellation and your payment together, and we will cancel the part of your order the seller cannot deliver.

3. Delivery methods

When you check out, each seller in your order offers one or more of the following. What is available depends on the seller and on your address.

• Collection in person. You collect the order from the seller. We issue you a collection code (see section 7). Collection is always free of charge.
• Seller delivery. The seller delivers the order themselves.
• Delivery by a delivery partner. The seller arranges delivery through a delivery company working with the marketplace, which may provide a tracking number.

The method you choose is shown against each seller before you pay and is recorded on your order.

4. Delivery charges

Delivery is currently free of charge on all orders.

The total you pay is shown in full on the checkout page before you confirm payment, and we will never charge you an amount you were not shown.

5. Delivery times and estimates

We do not promise a delivery date.

Any timeframe shown on a product page, in messages from a seller, or elsewhere on the platform is an estimate given by that seller. It is not a delivery date, we do not record it against your order, and we do not check it. Dispatch and transit times depend on the seller, on stock, on your address and on the delivery provider.

We do not offer guaranteed or timed delivery, and we do not offer a next-day, same-day or scheduled-slot service.

Because we do not promise a delivery date, this policy gives you no remedy for late delivery as such, and delay on its own is not a ground for a refund. If an item does not arrive at all, that is a different matter and is dealt with in section 11.

6. Tracking your order

You can follow your order from the My Orders page in your account. As the seller updates it, the order moves through: Placed → Confirmed → Shipped → Out for delivery → Delivered, and each change is timestamped on the order timeline.

Where the seller supplies a tracking number, it is shown on your order together with a link to the delivery company’s own tracking page, and we notify you in the app when it is added. Not every delivery method produces a tracking number.

7. Collection orders

If you choose to collect:

1. Once the seller confirms your order, we issue a 6-character collection code (with a QR code) and send it to you as a notification. It is also shown on your order.
2. Take the code to the seller at the agreed location. The seller scans or enters it to release the goods.
3. Your collection code is currently valid for 5 days. If the order is not collected within that time, the code expires, the order is cancelled automatically and the stock is returned to the seller.

Please check your items at the point of collection. A collection order is recorded as delivered and received at the moment the code is used, which closes the right to cancel that item (section 9).

Where money goes on an order cancelled because the collection code expired is governed by section 8.0 of our Refund & Cancellation Policy — see section 8.0(f), which covers cancellations that happen without you asking for them and says what such a cancellation does to your payment. If you paid by card and your collection code has expired, contact us using the details in section 13.

8. Receiving a delivered order

When the seller marks your item delivered, you currently have 7 days to confirm receipt in your account or to tell us that something is wrong. If you take no action, the item is automatically confirmed as received after that time.

Confirming receipt — or the automatic confirmation — means the item can no longer be cancelled, and releases payment to the seller. It does not, by itself, prevent you from raising a problem with us afterwards (section 11), and it does not affect any right you have under the consumer protection law of the Sultanate of Oman.

9. Cancelling before delivery

You may cancel an item from your order at any point up to the moment it is marked delivered — including after it has been dispatched. Once an item is marked delivered, or collected, it can no longer be cancelled.

Cancellation is governed by our Refund & Cancellation Policy, and where money already paid goes is governed by section 8.0 of that policy — see section 8.0(f), which says what cancelling does to your payment. If you paid by card, contact us using the details in section 13 before cancelling — section 8.0(f) explains why.

10. If a delivery does not arrive, or cannot be completed

Our records do not show failed delivery attempts. If a courier cannot find the address, no one is available, or a parcel is refused at the door, nothing about that appears on your order — so if a delivery has not happened, please tell us; we will not know otherwise.

Contact us using the details in section 13. We will take it up with the seller and agree the outcome with you case by case. Depending on what the seller can do, that may be another delivery attempt, collection instead, or cancellation of the item.

Where your payment goes is governed by section 8.0 of our Refund & Cancellation Policy, and section 8.0(f) says what cancelling does to it. If you paid by card, please tell us that when you contact us.

11. If something is wrong with what you received

If an item arrives damaged, incomplete, or is not what was ordered, tell us within the Claim Window. How long the Claim Window is, and the event it runs from, are stated in section 4.3 of our Refund & Cancellation Policy — the only place in our documents that states them. This clause states no period of its own.

The same Claim Window applies however you raise the problem — asking us for a refund and raising a dispute are subject to one and the same period.

If an item never arrives at all, tell us as soon as you can. Section 4.1a of our Refund & Cancellation Policy explains what happens then.

Keep the item and its packaging, and send us photographs. We will review the claim with the seller and decide the outcome. If you disagree with our decision, our Dispute Resolution Policy explains how to take it further.

Where money you have paid goes is governed by section 8.0 of our Refund & Cancellation Policy. Nothing in this Delivery policy creates a separate right to a refund, and nothing in it says where returned money goes.

We do not operate a returns service. We do not issue return labels, arrange collection of goods, or process returned items, and we cannot send you a replacement. If the seller wants the item back, that is arranged between you and the seller directly.

12. Risk and ownership

When risk in the goods passes to you is governed by the law of the Sultanate of Oman and by your contract with the seller. This policy states no rule of its own on it.

13. Contact

Email support@ultrasooq.com, quoting your order number and the item concerned. Sections 2, 7, 9, 10 and 11 all route you here, and it is the same contact route as our Refund & Cancellation Policy and our Dispute Resolution Policy.

14. Changes to this policy

We may update this policy. The version label at the top tells you which version is current, and the version published on this page is the one that applies to orders placed while it is published.

Version 1.0-unreviewed-2026-09-05 · This policy forms part of our Terms of Use.