Frequently Asked Questions

To track your shipment, visit https://www.emx.ae/all-services/track-a-package and enter: • 13-digit tracking (AWB) number • Reference number provided by the sender

Emirates Post's retention period for items received via international incoming mail/parcel varies depending on the type of mail, as follows:

1. Express mail - 15 days
2. Registered mail - 30 days
3. Parcel economy/ SAL - 60 days

To claim a proof of delivery, please use this link to Raise an Enquiry: https://www.emx.ae/contact-us/raise-an-enquiry/general-enquiry

If we are unable to deliver your shipment because you are unavailable, the delivery attempt will be marked as unsuccessful. To arrange a new delivery attempt or get assistance, contact us through: • WhatsApp: https://wa.me/971600513333 • EMX Website: https://www.emx.ae/contact-us/raise-an-enquiry/general-enquiry • Customer Service: 600 513 333

Yes. You can change your delivery address. • If your shipment is out for delivery, we'll reschedule it to the new address. • If the shipment is still at the hub, we will arrange delivery to the new address. Request an address update through: • WhatsApp: https://wa.me/971600513333 • EMX Website: https://www.emx.ae/contact-us/raise-an-enquiry/general-enquiry • Customer Service: 600 513 333

Yes. When scheduling a delivery, available time slots will be displayed based on your selected delivery location. You can choose the time slot that best suits your availability.

Transit times depend on the service chosen: • Domestic Express (next day) — Delivered the following working day • International Premium — 4 working days

The period for receiving your shipment varies according to the place of origin. We will notify you once the shipment is with us and give you a tracking number. To track your shipment, enter the tracking number at: https://www.emx.ae/all-services/track-a-package

To register and create your online username and password, kindly visit the account login page and fill out the registration form.

To reset your username and password, please visit the account login page you will need your email to reset your account information.

To raise an inquiry, complaint, suggestion or feedback, visit the Raise An Enquiry page at: https://www.emx.ae/contact-us/raise-an-enquiry and use our contact page to reach us by different means.

To track the status of your inquiries or suggestions, visit our Track An Enquiry page: https://www.emx.ae/contact-us/track-enquiry

Actual weight is the physical weight of your package on a scale. Volumetric weight accounts for the package's size and is calculated as: Length × Width × Height (cm) divided by 5,000. The higher of the two values is used to calculate your shipping rate.

For individual customers, the maximum shipment weight is 30 kg.

The following are prohibited and unacceptable for transport: • Currency, cashier cheques, traveler cheques, money orders, negotiable instruments • Drugs, pharmaceuticals (without permit), narcotics • Firearms, explosives • Alcohol, tobacco • Works of art, antiques, precious metals, precious stones • Animals, plants, perishables • Passports, identity documents (bearer form) • Pornographic material All items must be open for inspection before acceptance. For the full list, visit: https://www.emx.ae/dangerous-goods

You can calculate the shipping rate using our Shipping Rate Calculator: https://products.emx.ae/sendshipment

To open a corporate business account, please visit the Sign up for a Corporate Account page: https://www.emx.ae/all-services/sign-up-for-corporate-account

Use the following address format when sending shipments to the UAE: • To: Title and Full Name • P.O. Box number/Zip code (if applicable) • Physical address (building name, street name, flat/unit number) • Telephone number For international shipments, ensure the recipient's name matches their government-issued identification (passport or national ID) as required by customs at the destination country.

Please visit the Post Stamps Shop to purchase collection stamps online.

You can apply for an international driving license through our International Driving License page or any Emirates Post office by submitting the following documents:

1. Original and valid driving license issued by the respective UAE authority
2. Original and valid passport
3. Original and valid Emirates ID card
4. One (1) clear and high resolution passport size photograph

Important:

1. The applicant must be present to personally apply and sign for the license service.
2. The owner of the valid driving license must have used the license for at least one (1) year.
3. The application fee is AED 170 + 5% VAT for all new and renewal applications.

Visit our Find Us page to view the full list of Happiness Service Centers and Post Offices, including locations, maps, and operating hours: https://www.emx.ae/find-us

To apply for a job with EMX, please visit our Careers page to view current job opportunities and submit your application online. www.emx.ae/careers/life-at-emx

• Bank shipments: The recipient must collect the shipment in person and present the original valid Emirates ID
• General shipments: Any valid UAE-issued ID may be presented, including an Emirates ID, UAE driving licence, passport, or passport copy.

In line with UAE regulations, a 5% VAT may apply to shipments. The VAT amount is calculated based on the declared value of the shipment and any applicable service charges.

To send a local or international shipment, please visit our website https://products.emx.ae/sendshipment

To cancel your booking, contact our call center at 600 513 333 and our team will advise you accordingly.

To obtain/renew your courier license, kindly submit the following documents:

1. Application form
2. Declaration and pledge forms
3. Copy of the owner’s and partners' passport and Emirates ID card
4. Copy of the local family book
5. Copy of initial approval issued by the Economic Department
6. Copy of trade name reservation
7. Copy of memorandum of association
8. Copy of lease contract
9. Copy of commercial registration + trade license

New applications will be charged the following fee: AED 100,000 + 5% VAT

To know more please visit the Courier License Page

To register as a supplier with EMX, please visit the Supplier Registration page and complete the online registration form. After submitting your application, EMX will review your documents and evaluate your registration based on your business activity. https://www.7x.ae/all-services/supplier-registration

To register as a supplier with EMX, please visit the Supplier Registration page and complete the online registration form. After submitting your application, EMX will review your documents and evaluate your registration based on your business activity. https://www.7x.ae/all-services/supplier-registration

Emirates Post Account is through which you can manage your physical P.O. Box digitally through Emirates Post website or mobile application

You can pay as you go or rent a PO Box to access the services free.

Conventional electronic communications are easy to manipulate. Being relatively simple for unregistered electronic communication to be challenged in court. Certification minimizes the risk to its lowest terms, thanks to a third-party proving content and timing of the communication. To prove content, a document including a set of technical measures is provided, preventing any possible debate on such data. We issue a certificate, including our digital signature with the message hash and a time stamp from a Certification Authority.

The service is optional according to the customer’s request if it is for personal use. However, it is mandatory to obtain permission for commercial quantities, and that can be done by obtaining an import/export permit through medical warehouses or medical factories licensed by the Ministry of Health and Prevention. Attached are the required service cards (Commercial quantities)

https://mohap.gov.ae/en/services/issue-of-permit-to-export-medicines (Export of Medicine)

https://mohap.gov.ae/en/services/issue-of-permit-to-export-precursors-chemicals (Export of Chemical Precursors)

The service is optional if it is for personal use according to the customer’s request to import narcotic drugs and psychotropic substances through the Ministry’s website. However, it is mandatory for commercial quantities, and it is by obtaining an import/export permit through medical warehouses or medical factories licensed by the Ministry of Health and Prevention.

Attached are the required service cards (Commercial quantities) https://mohap.gov.ae/en/services/issue-of-permit-to-import-medical-equipment (Import of Medical equipment) https://mohap.gov.ae/en/services/issue-of-permit-to-import-medicines-for-exhibitions (Import of Medicine for Exhibitions) https://mohap.gov.ae/en/services/issue-of-permit-to-import-raw-materials (Import of Raw Materials) https://mohap.gov.ae/en/services/issue-of-permit-to-import-medicines-from-a-local-agent (Import of Medicine) https://mohap.gov.ae/en/services/issue-of-permit-to-import-narcotic-drugs (Import of Narcotics and Psychotropics) https://mohap.gov.ae/en/services/issue-of-permit-to-import-chemical-precursors (Import of Chemical Precursors)

In the event that the final destination mentioned in the import declaration is not the United Arab Emirates and the invoices are not changed, they are not subject to the Ministry of Health and Prevention, except in the event that the drugs are narcotics or psychotropic substances, then the Ministry of Health and Prevention must be notified of the same.

Export: The quantity should be within the limits of the patient’s needs The purchase invoice must be attached A copy of the medical report (not exceeding one year from the date of issue) or medical prescription (not exceeding three months from the date of issue) Submission through e-mail at [email protected]

Answer is above

Please visit the Ministry of Health and Prevention – Medicine Guide

Yes, all materials subject to the Ministry of Health and Prevention are subject to examination by the inspectors of the Ministry of Health and Prevention, regardless of their weight or value.

Yes, medical warehouses licensed by the Ministry of Health and Prevention are the only facilities that are qualified to import or export medical products according to Federal Law No. (8) of 2019 on Medical Products, Pharmacy Profession, and Pharmaceutical Establishments. For more information, please visit the Ministry’s website at: https://mohap.gov.ae/en

Our express air freight service delivers shipments to most major global hubs within 2–5 business days, depending on the destination and the availability of the required documentation.

Yes. We offer LCL consolidation for small and mid-volume shipments, especially suited to SMEs.

Yes. We provide temperature-controlled land freight (reefer trucks) for transporting food, pharmaceuticals, and temperature-sensitive cargo across the UAE and GCC.

Yes. Our customs brokerage team provides end-to-end customs clearance services for shipments arriving by air, sea, and land across the UAE, including HS code classification and preparation of the required documentation.

Yes. Through our Express division, we provide integrated last-mile delivery services, ensuring a seamless door-to-door delivery experience.

Yes. We provide temperature-controlled storage with 22–26°C zones, ideal for pharmaceuticals, cosmetics, and food-grade products. We also operate refrigerated trucks for last-mile delivery and distribution across the UAE and GCC.

Yes. We support integration with leading eCommerce platforms, including Shopify, Amazon, Magento, WooCommerce, and others through direct APIs or custom middleware solutions.

Yes. Orders confirmed by 2:00 PM can be processed and dispatched on the same day through our integrated fulfilment and delivery network.

We provide comprehensive returns management services, including pickup, quality inspection, restocking or disposal, and reporting, based on your business requirements.

Yes. Customers have real-time access to our Warehouse Management System (WMS) and Order Management System (OMS) to monitor inventory levels, order fulfilment, and shipment status.

EMX Same-Day Delivery is a fast delivery service designed for businesses across the UAE. It offers reliable same-day delivery with flexible delivery windows, real-time visibility, and an enhanced customer experience.

Customers can select a preferred 2-hour delivery window, allowing recipients to know exactly when to expect their shipment.

The service is available for intra-city deliveries across the UAE, providing fast and reliable same-day delivery within the same city.

The service helps businesses: • Offer customers a precise delivery time. • Reduce missed deliveries. • Improve customer satisfaction. • Increase operational efficiency.

The service is ideal for businesses shipping: • Food and beverages • Retail products • eCommerce orders • Other time-sensitive shipments

To get started, please complete the enquiry form on our Get in Touch page. Our sales team will review your enquiry, contact you to discuss your business requirements, and recommend the most suitable solution. https://www.emx.ae/SameDayDelivery

Most shipments are delivered within 2–4 business days from our UAE hub on supported routes. Delivery times may vary depending on the destination, customs clearance, and seasonal demand.

EMX International Priority covers GCC countries, including Saudi Arabia, Kuwait, Bahrain, Qatar, and Oman, as well as selected international destinations. Please contact us for the latest coverage information.

Yes. Orders confirmed by 2:00 PM can be processed and dispatched on the same day through our integrated fulfilment and delivery network.

Yes. • DDP (Delivered Duty Paid): Duties and taxes are paid by the sender before delivery. • DDU (Delivered Duty Unpaid): Duties and taxes are paid by the recipient upon import or delivery. Our team can help you select the most suitable option

EMX coordinates customs clearance with the relevant customs authorities. Providing accurate shipment information, invoices, HS codes, and product descriptions helps avoid delays.

Required documents typically include: • Commercial invoice (or pro forma invoice where applicable) • Accurate product description • HS code • Declared shipment value • Receiver details Additional permits or certificates may be required depending on the destination and commodity.

Yes. Restricted and prohibited items vary by destination country. These may include dangerous goods, batteries, perishable items, and high-value goods. Please contact us before shipping to confirm whether your items can be accepted.

You can track your shipment using your EMX tracking number through our online tracking page. Real-time tracking updates are available from pickup to delivery, including customs milestones where applicable.

Yes. Pickup availability and cut-off times depend on your location and shipment volume. Our team will arrange a pickup schedule that best suits your business needs.

Yes. We offer cross-border return solutions on supported routes, including return-to-hub consolidation and direct return to the shipper, depending on the service.

Yes. Shipment protection is available for eligible shipments based on the declared value and the nature of the goods. Please contact us for coverage options, terms, and applicable charges.

If your shipment is held by customs, our team will work with the relevant authorities to help resolve the issue and will inform you if any additional documents, permits, or duties are required.

To get started, please submit your enquiry through our Get in Touch page. Our team will contact you to discuss your shipping requirements and recommend the most suitable solution. https://www.emx.ae/internationalpriority