General Information

What is Goodiz From Dubai ?

Goodiz From Dubai is a service that allows customers in Sri Lanka to order products from UAE supermarkets and have them shipped to Sri Lanka. We also operate an online shop with a curated selection of products available for direct purchase in Sri Lanka. 

How does your service work?

Our service operates in two ways:

UAE Supermarket Orders: You can request specific products from UAE supermarkets. We purchase these items on your behalf and ship them to Sri Lanka on our monthly scheduled shipments.

1. Online Shop: We offer a curated selection of products that are already available in our Sri Lanka store for direct and immediate purchase.

 

What types of products can I order?

You can order non-perishable food items, household products, personal care items, and specialty products available in UAE supermarkets. Some restrictions may apply due to import regulations and product shelf life.

 

Are there any products I cannot order?

Yes. Products prohibited for import into Sri Lanka cannot be ordered. These include:

• Certain perishable items
• Alcohol and alcoholic beverages
• Certain medications and supplements
• Products that violate Sri Lankan import regulations

A complete list of prohibited items is available on our website.

 

Ordering Process

How do I place an order for UAE supermarket products?

1. Create an account on our website
2. Browse our catalog or specify the products you want from UAE supermarkets
3. Add items to your cart, specifying product details and brands
4. Send for approval and quote
5. Upon confirmation, complete the checkout process and make payment
6. Wait for your order to arrive with our monthly shipment

 

How specific should I be when requesting products from UAE?

The more specific you are, the better. Please include:

• Exact product name
• Brand name
• Size/quantity
• Any specific variants (flavors, colors, etc.)
• A reference image if possible

 

Can I order from multiple UAE supermarkets in one order?

Yes, you can order products from different supermarkets in the UAE in a single order. We’ll handle the procurement from various locations.

 

How do I know what’s available in your online shop?

Our website displays all products currently available in our Sri Lanka store. These items are ready for immediate purchase and faster delivery compared to UAE supermarket orders.

 

Can I mix UAE supermarket orders with online shop products?

Yes, you can combine both types of products in one order. However, please note that UAE supermarket products will follow the monthly shipment schedule, while online shop products can be delivered or collected more quickly. It is suggested you order as separate orders for your convenience.

 

What if the exact product I want isn’t available in UAE?

If a specific product is unavailable, we will:

1. Contact you to suggest alternatives
2. Allow you to cancel that item from your order
3. Provide a refund for unavailable items

 

Payments and Pricing

How much does your service cost?

The total cost includes:

• Product cost (actual price in UAE)
• Shipping fee (from UAE to Sri Lanka)
• Handling fee (procurement and processing)
• Import duties and taxes (as applicable)
• Delivery fee (if you choose delivery instead of self-collection)

 

When do I need to pay for my order?

Full payment must be made at least 7 days before the monthly shipment leaves the UAE. This deadline ensures we have sufficient time to purchase your products.

 

What payment methods do you accept?

We accept online payments through our secure payment gateway, including:

• Credit/debit cards
• Other payment methods ??

 

 

 

Are there any hidden costs?

We strive to be transparent about all costs. However, occasionally there might be unforeseen customs charges or duties based on Sri Lankan regulations. If these occur, we will notify you prior to delivering your order.

 

What happens if the price of an item changes in UAE after I place my order?

Minor price fluctuations are absorbed by us. For significant price increases (more than 10%), we will contact you to confirm if you still want to proceed with the purchase.

 

Shipping and Delivery

How often do shipments leave from UAE to Sri Lanka?

We operate on a monthly shipment schedule. The exact dates for upcoming shipments are always available on our website.

 

How long does shipping take?

Products typically arrive in Sri Lanka approximately 4-6 weeks from the stipulated date of departure from the UAE.

 

How will I know when my order has arrived in Sri Lanka?

We’ll notify you via email, WhatsApp or SMS when your order arrives in Sri Lanka and is ready for collection or delivery.

 

What are my delivery options?

You have two options:

1. Self-collection: Pick up your order from our designated location in Sri Lanka.
2. Delivery: Have your order delivered to your doorstep (available in Colombo and suburban areas only).

 

 

Which areas do you deliver to?

Currently, we offer delivery services to Colombo and suburban areas only. For customers outside these areas, self-collection is available.

 

Is there an additional fee for delivery?

Yes, delivery fees apply and vary based on your location within Colombo and suburbs. The exact fee will be calculated during checkout.

 

What if I’m not available to receive my delivery?

If you’re not available at the time of delivery, our delivery partner will attempt to contact you. After two failed delivery attempts, your order will be returned to our store for self-collection.

 

Order Tracking and Modifications

Can I track my order?

Yes, you can track the status of your order through your account on our website. We provide updates at key stages:

1. Order confirmed
2. Payment received
3. Products purchased in UAE
4. Shipment departed from UAE
5. Shipment arrived in Sri Lanka
6. Ready for collection/delivery
7. Delivered/Collected

 

Can I modify my order after placing it?

Order modifications may be requested within 24 hours of order placement, subject to our approval. After this window, we cannot guarantee that changes can be made.

 

 

Can I cancel my order?

Order cancellations must be requested within 48 hours of order placement and before payment is processed. After payment processing, cancellations are subject to our refund policy.

 

Returns and Refunds

What is your return policy?

We accept returns for:

• Products damaged during transit (must be reported within 48 hours of receipt)
• Incorrect products that don’t match your order (must be reported within 48 hours of receipt)
• Defective products (subject to manufacturer warranty)

Returns must be accompanied by photographic evidence and the original packaging.

 

What items cannot be returned?

The following items cannot be returned:

• Opened food products
• Personal care items (for hygiene reasons)
• Clearance items
• Items marked as non-returnable

 

How do I request a return?

To request a return:

1. Log into your account
2. Find the order in question
3. Select “Request Return”
4. Provide reason and upload photos
5. Wait for approval
6. Return the product as instructed

 

How long do refunds take to process?

Once we receive and verify the returned product, refunds are typically processed within 7-10 business days. The amount will be credited back to your original payment method.

 

Product Quality and Issues

What if I receive damaged products?

If you receive damaged products:

1. Take clear photos of the damage
2. Report the issue within 48 hours of receipt
3. We’ll arrange a replacement or refund

 

What if my products are nearing their expiration date?

We strive to ensure all products have a reasonable shelf life upon arrival. If you receive products with less than 3 months until expiration, please contact us for resolution.

 

What if I receive incorrect products?

If you receive products that don’t match your order:

1. Take photos of the received products
2. Report the issue within 48 hours of receipt
3. We’ll arrange to provide the correct products or issue a refund

 

Account Management

How do I create an account?

Visit our website and click on “Sign Up” or “Register.” Fill in your details, verify your email address, and set up your profile with your delivery information.

 

How do I update my delivery address?

You can update your delivery address in your account settings. Please ensure your address is updated before placing an order.

Is my payment information stored securely?

Yes, we do not store your complete payment details on our servers. We use a secure payment gateway that complies with international security standards.

 

Import and Customs

Are there any import restrictions I should be aware of?

Yes, Sri Lanka has specific import restrictions on certain products. We’ll notify you if any items in your order are restricted and cannot be imported.

 

Who handles customs clearance?

We handle all customs clearance procedures. However, please note that occasionally customs authorities may request additional information or documentation.

 

What if my order is held by customs?

If your order is held by customs for inspection, we will:

1. Notify you of the delay
2. Work with customs to resolve any issues
3. Keep you updated on the status

 

Do I need to pay additional customs duties?

Most standard customs duties are included in our pricing. However, if unusual or additional duties are applied by customs authorities, we may need to collect these from you before delivery.

 

Contact and Support

How can I contact customer support?

You can reach our customer support team through:

• Email:
• Phone:
• WhatsApp:
• Online chat (available on our website during business hours)

 

What are your customer service hours?

Our customer service team is available:

• Monday to Friday: 9am – 5pm
• Saturday: 9am – 1pm
• Sunday and public holidays: closed

 

How do I provide feedback about your service?

We welcome your feedback! You can:

• Complete the feedback form on our website
• Email us at [feedback email]
• Leave a review on our social media pages

 

Do you have a physical store I can visit?

Yes, our physical store is located at 144, Nawala Road, Nugegoda. You can visit us during our operating hours to browse available products or collect your orders.