Shipping and Delivery Policy

STENG - Cairo

Version 1.0 - May 2026

This Shipping and Delivery Policy applies to all online orders delivered through stengeg.com within the Arab Republic of Egypt. For returns and exchanges, please refer to the Return and Exchange Policy.

At STENG, we work to deliver your order quickly and safely, with clear information about coverage, estimated delivery times, and any exceptions that may apply.

Contents

1. Geographic Coverage
2. Order Processing Time
3. Shipping Zones and Estimated Delivery Times
4. Carrier and Tracking
5. Payment Methods and Cash on Delivery
6. Delivery Attempts and Incorrect Addresses
7. Delayed Shipments
8. Damaged or Lost Shipments
9. Returns and Exchanges
10. Contact Channels

1. Geographic Coverage

We currently ship to all governorates of the Arab Republic of Egypt through six operational zones. The applicable zone is determined automatically at checkout when the delivery address is entered.

Egypt Only

International shipping is not currently available. To follow future STENG updates outside Egypt, please follow our official channels. We will announce any geographic expansion once launched.

2. Order Processing Time

• Orders are reviewed and prepared within 1 to 2 business days from the date of order confirmation, excluding Fridays and official public holidays.
• Prepaid orders are prepared once the payment transaction is confirmed by the payment gateway. Cash on delivery orders are prepared after a quick phone verification with the customer.
• During major promotion periods, including Black Friday, Ramadan, and end-of-season sales, processing time may extend to 3 to 4 business days. We will announce this in advance where applicable.
• You will receive a notification by email or WhatsApp once the order leaves the warehouse, including the shipping waybill or tracking number.

3. Shipping Zones and Estimated Delivery Times

The actual shipping cost appears at checkout after the delivery address is selected. Delivery time is calculated from the date the order leaves the warehouse, not from the date the order is placed, and does not include Fridays or official public holidays.

Remote Areas

In some remote areas or villages far from main centers, the shipping partner may add 1 to 2 days to the delivery times stated above. In some cases, the customer may be asked to collect the shipment from the nearest carrier branch.

4. Carrier and Tracking

• We work with a licensed shipping partner specialized in serving ecommerce businesses across Egyptian governorates.
• Once the order leaves the warehouse, you will receive the shipping waybill number and tracking link by email or WhatsApp.
• The courier will contact you shortly before delivery to confirm your availability at the address.
• STENG may change the shipping partner to improve service quality, provided that this does not affect the coverage scope or estimated delivery times stated in this policy.

5. Payment Methods and Cash on Delivery

At checkout, you may choose from the following payment methods:

• Electronic payment: Visa, Mastercard, or Meeza through Paymob, or Fawry wallet.
• Installments: through valU or Premium Card, subject to the provider's terms.
• Cash on delivery (COD): available in all governorates without any additional fee beyond the shipping cost.

Open Package Inspection

For cash on delivery orders, open-package inspection is available only when requested by the customer and is subject to a fixed additional courier fee. If you request this service and the product does not match the order or has a visible defect, you may refuse receipt after inspection, and the incident will be recorded in the shipment record.

6. Delivery Attempts and Incorrect Addresses

• The shipping partner will make up to two delivery attempts over a maximum of two consecutive days.
• If the customer does not respond to the courier or refuses receipt without a valid reason under the Return and Exchange Policy, the shipment will be returned to our warehouse and shipping fees will be charged to the customer if reshipment is requested.
• If you entered an incomplete or incorrect address, please contact us immediately by WhatsApp to amend it before the shipment leaves the warehouse. After dispatch, any amendment may require additional fees.
• For cash on delivery orders refused without an acceptable reason, we reserve the right to disable COD for future orders from the same customer.

7. Delayed Shipments

• If delivery exceeds the maximum estimated delivery time for your area by more than two business days, please contact us by WhatsApp or email with your order number.
• We will open a case with the shipping partner and respond within 24 business hours with the latest update.
• Shipments may be delayed for reasons outside our control, including severe weather, exceptional events, or high order volume during promotions. We will announce any general delays through our official channels.

8. Damaged or Lost Shipments

• If you receive a shipment with torn packaging or a visibly damaged product, photograph the shipment before opening it and refuse delivery if possible, or record the issue with the courier at the time of receipt.
• Notify us within 72 hours of receipt by WhatsApp with your order number and clear photos of the packaging and product.
• We fully cover the cost of replacing or refunding a product damaged during shipping, and no additional fees will be charged to you.
• If a shipment is lost, once the shipping partner verifies the loss, we will either send an identical replacement or refund the full order value, including shipping fees.

Document on Delivery

A quick photo of the packaging at the time you receive it from the courier is important evidence that protects your rights and speeds up processing. Signing the shipping waybill without any note is treated as confirmation that the external packaging was received in good condition.

9. Returns and Exchanges

Returns and exchanges are governed by the separate and detailed Return and Exchange Policy (V3.1).

In summary:

• Returns for change of mind are accepted within 14 days from the date of receipt.
• Manufacturing defects or wrong-order cases may be reported within 30 days from the date of receipt.
• Returns and exchanges may be handled through any STENG branch or through the shipping courier, subject to the policy conditions.

For full details, including conditions, refund methods, shipping fee allocation, and valU/Premium orders, please refer to the Return and Exchange Policy.

10. Contact Channels

Legal Notice

STENG reserves the right to amend shipping fees or delivery times at any time. Any order confirmed before the amendment date will be fulfilled under the conditions in effect at the time of order. The Arabic text is the official reference in the event of any conflict with any translation.

STENG

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