Shipping

1. What are Connected Shipping Services?

The Shipping Services currently offered by Connected are from:

• USA
• UK

These Shipping Services provide you with personalised delivery addresses located overseas, thereby allowing you to shop from international merchants that usually do not ship to Qatar. Your purchases that are delivered to these personalised delivery addresses will then be shipped to Qatar and delivered to your chosen Qatar address.

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2. What are the benefits of using Connected Shipping Services?

The benefits of using Connected Shipping Services include, being able to:

a. Purchase items that are available overseas but not in Qatar.
b. Purchase items from overseas merchants that do not ship to Qatar.
c. Purchase items available in Qatar from relatively cheaper overseas sources.
d. Save shipping costs by paying one base charge per bill instead of one base charge per package when you use Connected shipping services that offer the shipment consolidation feature.

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3. How do I use Connected Shipping Services?

You must be a Connected member. If you are not yet a member, you can sign up here. As a Connected member, you can follow the steps displayed here to use Connected Shipping Services.

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4. What should I enter as my shipping addresses on merchant websites?

You should enter your Connected shipping address specific to the country from which you shipping.

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5. What are the items that I cannot ship with Connected Shipping Services?

You can use Connected shipping services to ship any items except those prohibited by any law in force in the State of Qatar and the country of origin.

Items for which their possession or transmission is prohibited by the laws of the country of origin and destination will not be accepted in the country of destination. These items include, but are not limited to: explosives, poisons, flammable items, radioactive material, compressed gas, corrosive, firearms and any items, which, by their nature of packing may expose officers of Qatar Post to injury or cause damage to other items.

Please check back whenever you place an order to make sure that your items are not classified as dangerous goods.

In general, please refer to the Qatar Customs website at http://customs.gov.qa/eng/index.php for any updates/information as well as our prohibited list which is updated from time to time.

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6. Does Connected provide guarantee on product authenticity?

Connected does not guarantee the authenticity, genuineness or quality of the items you have purchased. For your own safety, please purchase items from reputable merchants and sites.

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7. What other alternatives are available if I do not wish to use Connected to re-direct my item/package?

For redirection of your item/package by your own appointed courier, it is your responsibility to arrange with your own courier to pick up the package from the Connected shipping address. Please update us of your arrangements and provide us with a copy of the preprinted prepaid label (airway bill), so we can convey the information to our freight forwarder to release the package to your appointed courier. You are required to complete any document(s) as requested by your courier. Please note that an administrative handling charge of QAR 30 will be imposed per package.

Alternatively, you may request for the package to be disposed of at the Connected shipping address if you do not want to return to the merchant/sender or re-direct to another address.

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8. What are the minimum and maximum size measurements of packages that I can ship using Connected Services?

Please refer to sections below.

USA
Minimum Size: N/A
Maximum Length:150 cm
Maximum length plus girth (2W + 2H) must not exceed 300 cm
Packages that exceed the maximum length measurement cannot be shipped.
Note: Connected do not handle all kind of Project Cargoes. For example: large, heavy, high value or a critical pieces of equipment that require special lifting equipment.

Additional Delivery Surcharge will be imposed when a package exceeded the Maximum dimension and/or Maximum Actual Weight.

If your shipment require special handling, there would be additional surcharge, which will be determined on an individual basis and customers will be notified of the details when their shipments arrive at Qatar.

For example: The shipment unable to fit into the Passenger Lift of the Delivery Address.

UK
Minimum Size: N/A
Maximum Size: 150 cm
Maximum length plus girth (2W + 2H) must not exceed 300 cm
Packages that exceed the maximum length measurement cannot be shipped.

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9. Any tips on how a package should be packed?

We do not advise shipping of fragile or items requiring special care.

However, if you need to ship such items please ensure proper packaging by your sender/merchant. Please inform your sender/merchant to pack it well in shipping condition to ensure that the items are sufficiently insulated during the shipping process.

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10. What must be submitted for "declaration of item value"?

Declaration of item value when you check out of the warehouse by you shall include all taxes, domestic (local) delivery charges as well as all other applicable fees charged by the merchant / seller.

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11. What happens if my USA order exceeds USD$2500 in value?

When your order is equal to or exceeds this amount, a Shipper's Export Declaration (i.e. SED) form is needed.
This requirement is needed by the US Customs Authority.
Please refer to Connected Terms and Conditions clause 8.11 for the SED form and the sample SED form. Once the form is filled and duly signed, please fax the form to Connected. Connected will then forward the form to our USA forwarder, to process the shipment of the order out of USA.

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12. My package has arrived at Connected USA and Connected UK Shipping Centre, why is it still not reflected in my account?

Please allow 1-2 working days for Connected USA and UK to process your shipment upon arrival at the Connected shipping centre.

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13. Can I ship a bulky item (e.g. washer)? Do you have any restriction in terms of size (height & weight) of the package?

We have a maximum dimension which can ship through USA and UK and it is as follows:

USA
Minimum Size: N/A
Maximum Length:150 cm
Maximum length plus girth (2W + 2H) must not exceed 300 cm
Packages that exceed the maximum length measurement cannot be shipped

UK
Minimum Size: N/A
Maximum Size: 150 cm
Maximum length plus girth (2W + 2H) must not exceed 300 cm
Packages that exceed the maximum length measurement cannot be shipped.

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14. Which online merchants can I shop from?

You can shop from any US & UK merchants that can accept your payment and deliver your purchases to your Connected shipping addresses.

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15. What if the merchant delivered the wrong items or quantity to me?

As Connected only provides the means for you to ship your purchase to Qatar, you will have to liaise directly with the merchant for any refund, return, exchange or money-back guarantee policy and/or procedure of any items.

Please contact your merchant for further assistance on this matter.

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16. Can I protect my package?

Yes, you can now purchase Connected Care program for your packages shipped through Connected Shipping Services by choosing the protection option when you checkout.

Connected Care premium will be based on the value of the goods only. For more details, please click here to find out more.

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17. How much do I have to pay for Connected Care?

All money payable will be based on 3% of the declared item value subject to a minimum sum of QAR 40 for each consignment note. Declared item value shall include, but is not limited to, cost of the item.

The basis of valuation of any loss or damage to the Connected Care Article or any such expense incurred related thereto is set out in the program.

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18. What items can be covered by Connected Care?

Most purchasable items can be covered by Connected Care.
However, please click here for more details to refer to the Terms and Conditions.

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19. How do I file for Claims after purchasing Connected Care, in the event that I need to?

An enquiry should be raised via our Customer Service. Please call 104 or leave us a message.

When submitting the claim, all relevant documents must be enclosed, including but not limited to the following:-

1. Content merchant invoice or purchase receipts of the parcel covered by Conneted Care;

2. Photos of the external packaging and the damaged content to facilitate our investigation;

3. All correspondence exchanged with any third party responsible or potentially responsible for the loss or damage of the article.

Please refer to Terms and Conditions for procedure of claims.

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20. I wanted to shop for watches and jewelry in the USA, can I buy Connected Care for these items? Any assurance that the items will not be lost?

The mentioned items are covered up to a maximum of QAR 2,500 by Connected Care.

For more information on Connected Care, please click here.

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21. How do I return /redirect items to the merchant?

Connected helps you to return a package to the merchant that you have purchased from. You need to check the Merchant's return policies and obtain a 'return authorisation' reference number and possibly also a returns label (typically for returns from your suite to the Merchant). We can then help to arrange return/redirect shipping of the item. For all returns/redirections requests, there is an administrative fee that we will apply for processing the redirection requests.

1) Return to merchant with pre-paid return label by merchant – Admin handling fee is QAR 20
2) Return to merchant without any pre-paid return label – Admin handling fee is QAR 20 + local postage cost incurred to deliver to address specified by you
3) Redirection to another address by a 3rd party courier company

  • You have an option to appoint your own courier company to redirect your packages.
    The administration fee for such arrangement will be at QAR 20
    You will need to liaise with the courier companies directly and once the details are finalised, you will need to inform customer service agents of the arrangements and provide us with the supporting documents (if any).
       • Date/time that the courier will be going down to warehouse
       • Any shipping label to be attached to the package(s)
    Connected will not be liable for any damages/loss to the package after package has been handed over to the 3rd party courier.

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