Shipping policy

# Shipping Policy

Thank you for choosing Voovin! We are dedicated to delivering our premium mattresses and bed accessories to your doorstep safely and efficiently across Egypt.

Please review our shipping guidelines below to understand how we handle your orders.

1. Shipping Destinations
We currently ship to all major governorates within the **Arab Republic of Egypt**.

📌 **Note:** Deliveries to certain remote or border areas (e.g., parts of Sinai, New Valley, Marsa Matrouh, or Deep South) may take slightly longer or require special coordination with our logistics team.

2. Order Processing & Delivery Timelines
Because our product line ranges from smaller items (pillows, sheets, protectors) to large, heavy items (mattresses), delivery windows vary by product category and location:

Business days are Sunday through Thursday, excluding official public holidays in Egypt.

3. Shipping Rates & Fees
Shipping fees are calculated at checkout based on the delivery address, order value, and total weight/volume of the items.

Free Shipping: We offer Free Shipping on orders above 5,000 EGP
Standard Shipping Fees: For orders below our free shipping threshold, flat rates apply based on your zone (calculated at checkout).

4. Large Item Deliveries (Mattresses)
Mattresses require special handling due to their size and weight.
Delivery Coordination: Our delivery team or courier partner will call you ahead of time to schedule a convenient delivery window. Please ensure someone is available at the provided phone number.
Building Accessibility: Please ensure that our delivery vehicle has reasonable access to your building and that the item can fit through your building's entrance, stairs, or elevator.
Elevator Fees / Upper Floors:If the building does not have a working elevator capable of fitting a mattress, and the delivery requires carrying the mattress up beyond the [e.g., 3rd or 4th] floor via stairs, an additional handling fee may apply at the door. Please notify us in advance if this applies to your building.

5. Order Tracking
Once your order is dispatched, you will receive a confirmation email and/or SMS text message containing a tracking link or contact details for the assigned courier service, allowing you to follow your delivery's progress.

6. Cash on Delivery (COD) & Payment Policies
We accept Cash on Delivery (COD)as well as online card payments.
For COD orders, please ensure you have the exact cash amount ready for the courier.
Optional:For custom-sized mattresses or bulk orders, a non-refundable down payment may be required before production and shipping.

7. Damages, Deficiencies, and Missing Items
Please inspect your packages carefully upon arrival.
If a mattress or accessory arrives damaged, torn, or visibly defective, **refuse the delivery** if possible, note it on the courier's receipt, and contact us immediately.
If you notice damages after opening the package, report it to our customer service team within **48 hours** of delivery with photos/videos of the issue so we can arrange a swift replacement.

8. Contact Us
If you have any questions or need to change your delivery address before your order ships, please reach out to us:

Email: info@voovin.com
Phone / WhatsApp: 0111 888 3371
Operating Hours: Sunday – Thursday, 9:00 AM – 6:00 PM (Cairo Time)