Shipping policy

This Delivery Policy governs the delivery of products purchased on the ERA Solutions website [erasolutions.org], and it forms part of the contract between you and ERA Solutions. This policy aims to provide clear, transparent, and customer-friendly information regarding our delivery process, ensuring that your experience with ERA Solutions is smooth, efficient, and aligned with the best practices in customer service and satisfaction.

By using the ERA Solutions website or placing an order, you acknowledge that you have read, understood, and agreed to the terms outlined in this Delivery Policy.

1. Delivery Overview

1.1 Scope of Delivery
ERA Solutions offers delivery services for products purchased through our platform only within Egypt. Our delivery network covers most cities and towns across the country, but some remote or hard-to-reach areas may not be eligible for delivery. In such cases, we will inform you promptly after your order is placed.

1.2 Delivery Partners
ERA Solutions partners with trusted third-party couriers, namely Bosta, to ensure the safe and timely delivery of your products. These partners have been carefully selected based on their efficiency, reliability, and experience in handling delicate electronic products.

1.3 Business Days
Our official business days are Saturday to Thursday. We do not process or dispatch orders on Fridays or public holidays. Orders placed on Fridays or during public holidays will be processed on the next business day.

2. Delivery Timeframe

2.1 Estimated Delivery Time

• In-stock Products: Orders for in-stock items are generally processed and dispatched within 3-5 business days maximum after payment confirmation.
  
  

• Custom and Pre-order Products: Products marked as custom or pre-order may require additional time for production or stock arrival. The delivery time for such items will be specified on the product page or communicated during checkout.
  
  

• Express Delivery: If you need expedited delivery, please contact customer service. We will try to accommodate your request depending on the delivery location and availability.
  
  

2.2 Shipping Delays
While we aim to dispatch all orders within the specified timeframes, certain factors such as high order volumes, third-party courier delays, or technical issues may cause shipping delays. If your order is delayed beyond the expected timeframe, you will be notified as soon as possible, and you may choose to cancel the order and receive a full refund if the delivery delay exceeds 7 business days.

3. Shipping Costs and Charges

3.1 Shipping Fees

Free Shipping:
Standard delivery is free for orders exceeding EGP 2,000 (including VAT).

Shipping Charges:
Shipping costs are calculated at checkout based on the delivery location, as outlined below:

3.2 Payment Confirmation
No orders will be dispatched until payment has been confirmed, either via online payment methods, such as Paymob, Valu, or Cash on Delivery (COD). Only after payment confirmation will the delivery process begin.

4. Delivery Confirmation and Process

4.1 Signature Requirement
To ensure safe delivery and verify receipt of goods, a signature will be required upon delivery. The person receiving the delivery must be at the registered delivery address and will sign for the goods, which will be considered an acknowledgment of receipt. If no one is available to sign, please follow the process below under Missed Deliveries.

4.2 Delivery Location

• Deliveries will be made to the address provided at checkout. You are responsible for ensuring the accuracy of the delivery address. ERA Solutions is not liable for any delays or failures in delivery resulting from incorrect address information.
  
  

• For business addresses, deliveries will be made to the designated mailroom or reception area, and a signature from the authorized mailroom or delivery point staff will suffice.
  
  

4.3 No Delivery to Certain Areas
Certain remote areas or locations may not be eligible for delivery. If you reside in a location where our delivery partners do not service, we will contact you promptly after the order is placed to either offer a refund or assist in selecting an alternative delivery address.

5. Tracking Your Order

5.1 Order Tracking
Once your order has been shipped, you will receive an email containing your tracking number and a link to track the delivery status. You can track the delivery status at any time via the courier’s website or ERA Solutions's platform. We will also send notifications via SMS or email at key stages of the delivery process, such as:

1. When the order has been dispatched.

2. When the order is out for delivery.

3. Upon successful delivery.
   
   

5.2 Order Status Updates
You can always log in to your ERA Solutions account and check the status of your order. The order details page will show estimated dispatch and delivery times, along with any available tracking information.

6. Missed Deliveries and Re-Delivery

6.1 Missed Deliveries
If no one is available at the registered address to receive the order, the courier will leave a delivery attempt notice. The notice will contain instructions on how to arrange a new delivery time. You will have 7 days to contact the courier or our customer support to reschedule the delivery.

6.2 Delivery Attempts
The courier will attempt delivery up to three times. After the third failed delivery attempt, the order will be returned to our warehouse, and additional delivery charges may apply if you wish to have it re-delivered.

7. Returns and Withdrawals

7.1 Withdrawal Rights
Under Egyptian consumer law, you have the right to withdraw from your order within 14 days of delivery, provided the product remains unopened, unused, and in its original condition. The 14-day period begins the day after the item is delivered.

7.2 Return Process
To initiate a return, please contact ERA Solutions customer service before the end of the 14-day withdrawal period. The product must be returned in its original packaging and condition, with all accessories, manuals, and any included promotional items.

7.3 Exclusions from Withdrawal
You cannot withdraw from the purchase of the following products:

1. Opened, used, or damaged items.

2. Customized or made-to-order items.

3. Products that are not in their original condition.
   
   

7.4 Return Process

If you’d like to return a product, contact ERA Solutions customer service with your purchase details and return reason. Once approved, you’ll receive an RMA number. Send a clear photo of the product, packaging, accessories, and proof of purchase to ERA Solutions. Their team will guide you through the inspection and return process. 

All returns must meet our return policy conditions.

8. Warranty and Defective Products

8.1 Warranty Coverage
All OPPO-branded products come with a commercial warranty in addition to your legal consumer rights. The warranty period and terms vary depending on the product, and you can refer to the ERA Solutions Warranty Policy for full details regarding coverage.

8.2 Defective Products
If your product is defective upon delivery, you can request a replacement or a repair within the warranty period. The process for defective products is as follows:

1. Unopened Products: (The product packaging itself must be intact and undamaged. delivery package can be opened.) Return within 14 days for a full refund.

2. Opened Products: Request a free replacement within 30 days or repair during the warranty period.

For more details, refer to our Return & Refund Policy.

9. Complaints and Customer Support

9.1 Customer Service Contact
If you experience any issues with your delivery, product quality, or any other concerns, please reach out to our customer support team:

• Email: [support@erasolutions.org]

• Phone: [+20 106 847 7599]

Our support team is available during business hours (Saturday to Thursday, 9 AM to 5 PM) and will assist you in resolving any issues promptly.

9.2 Filing Complaints
If you have a complaint, please contact us, and we will make every effort to resolve the issue to your satisfaction. If the matter cannot be resolved satisfactorily, we will refer you to the relevant regulatory bodies for further assistance.

10. Force Majeure

ERA Solutions is not responsible for any delays or failures in service due to circumstances beyond our control, including:

• Natural disasters (earthquakes, floods, etc.)

• Government actions or regulations

• Labor disputes or strikes

• Cyberattacks or technology failures
  
  

In such cases, we will inform you of any significant delays and take reasonable steps to fulfill your order as soon as possible.

11. Limitation of Liability

11.1 Indirect Damages
ERA Solutions is not liable for any indirect, incidental, or consequential damages that may arise from the use or inability to use our products or services.

11.2 Maximum Liability
Our total liability in connection with any order will not exceed the total amount paid by you under the contract for the specific order.

12. Amendments to the Delivery Policy

We reserve the right to amend this Delivery Policy at any time. Any changes will be effective immediately upon posting on the ERA Solutions platform, and you are encouraged to review this policy regularly. Continued use of the Platform or placing new orders after any changes indicates your acceptance of the revised Delivery Policy.

At ERA Solutions, we prioritize customer satisfaction, clarity, and transparency in all our delivery processes. By following the guidelines and terms laid out in this policy, we aim to ensure a smooth, efficient, and transparent delivery experience for every customer. Should you have any questions or concerns, our customer service team is here to help you every step of the way.