FAQ

General

What is WING?

WING is a user-friendly, on-demand 3-sided marketplace connecting courier companies, customers in need of courier services and merchants in UAE through innovative technology. Find out more here.

  • As a customer you can:

Move parcels within the country: Place orders, track shipments, rate the drivers.

  • As a merchant you can:

Use our Merchant API and connect your shopping platform to WING in order to offer your customers delivery powered by WING. Find out more.

  • As a courier company you can:

Stick to WING and receive delivery orders using the WING driver application. Learn more here.

Why WING it?

  • Our IOS and Android apps will enable you to receive or send items in one simple touch, anytime and anywhere in UAE
  • The application connects the customer and the driver/courier real time
  • WING API can be integrated with ecommerce websites, we have free Woocommerce to get you going
  • WING offers the same day, next day and saver options to cater all your needs
  • WING helps you even when you need to run basic errands: get documents, checks, grocery and other items

How can I request a delivery?

You can request a delivery using our website, or through our mobile apps for iOS and Android.

  • Website: sign in or use the online form to place an order, simply fill in the necessary information.

Download our mobile applications and place an order. Your account will be available from both website and app. When you first open the application, you will have a quick tutorial on how to place an order. Tutorial slides are also available on Google Play Market and Apple App Store. Alternatively, you can watch the video on YouTube.

Can I schedule delivery beforehand?

Certainly. When creating order, choose your prefered time and date in the “Pickup time” field.

What are the operation hours of WING?

We work from Saturday to Thursday 9 AM to 6 PM.

Orders

How can I change or cancel my order?

In the Dashboard, click on the order code. On the order details page, you will have both options to edit or cancel it.

Can I still cancel or stop the parcel if it is already on its way? Would there be any charge?

Yes , charge will be normal like a return order.

Do I need to provide packaging material and boxes?

No. We want to make shipping easier for you, so we will procure the packaging material and package the item for you.

What is the cut-off time for delivery options?

The cut-off time for Same day delivery is 12:00 PM The cut-off time for Next Business day is 16:00

How can I track my shipment?

Once you’ve successfully placed the order, you can track it through your mobile application, or on our website.

Payment

What credit cards do you accept?

PayPal, MasterCard, Maestro, Discover

Do I receive a bill?

Yes, you do receive an air waybill which is saved in the cloud, and you can access it anytime, by going to “My orders” dashboard.

Rates and Areas We Service

How much does it cost?

Depending on the weight of the parcel, prices may vary. Rates start from AED 13 for a document up to 2 kg with our Saver option. While our Urgent Delivery option calculates rates depending on the route distance.

How is the “Urgent” delivery rate calculated?

Urgent delivery has a fixed charge for every weight type plus additional charge per each kilometre of the way.

What are the out of service areas?

As for now, the following areas are out of service

Area Station
J ali to Auh truck road Dubai Station
Gandooth Dubai Station
Ajban Abu Dhabi Station
Al Adla Abu Dhabi Station
Al Ain Truck Road Abu Dhabi Station
Al Faya Abu Dhabi Station
Al Ghadeer Village Abu Dhabi Station
Al jarf petrol station ADNOC 666 Abu Dhabi Station
AL Khatam Abu Dhabi Station
Azab Area Abu Dhabi Station
Badazaid-Western Region Abu Dhabi Station
Baniyas Gravyard Abu Dhabi Station
Baniyas Island Abu Dhabi Station
Buhasa Area-Western Region Abu Dhabi Station
Das Island Abu Dhabi Station
Delma Island Abu Dhabi Station
EMAL [Emirates Aluminium] Abu Dhabi Station
Emirates Aluminium Abu Dhabi Station
Ganthoot Abu Dhabi Station
Gayathy-Western Region Abu Dhabi Station
Ghwaifath-Western Region Abu Dhabi Station
Habshan-Western Region Abu Dhabi Station
Hameem-Western Region Abu Dhabi Station
Jabel Dhana Hotel-Western Region Abu Dhabi Station
Khaleefa port -Emal Abu Dhabi Station
Kharafi National Abu Dhabi Station
Kizad-Samha Abu Dhabi Station
LIWA AREA-Western Region Abu Dhabi Station
Madinat zayed-Western Region Abu Dhabi Station
Murfa-Mirfa–Western Region Abu Dhabi Station
Qasar Al Sarab-Western Region Abu Dhabi Station
Ruwais-Western Region Abu Dhabi Station
Salam living city-Western Region Abu Dhabi Station
Sila-Western Region Abu Dhabi Station
Swaihan Abu Dhabi Station
Tarif-Western Region Abu Dhabi Station
Taveela Abu Dhabi Station
Tawazun Industrial Park Abu Dhabi Station
Wathba jail Abu Dhabi Station
Wathba Prison Abu Dhabi Station
Western Region Abu Dhabi Station
Al Wagan Al Ain Station
Sweihan Al Ain Station
SANYA – ABUDHABI AL AIN TRUCK ROAD Al Ain Station
Al KhaznaD Al Ain Station
ZAKHIR TRUCK ROAD new industrial area Al Ain Station
Al Quaa Al Ain Station
Al Dhaira Al Ain Station
TOP OF HAFEET Mountain ( JABAL HAFEET ) Al Ain Station
Abo Samra  & Remah ( al ain abo Dhabi road ) Al Ain Station

What areas are for remote delivery only?

At this time the areas below are being served remotely only

Area Station Days Delivered
Al ai road Exit no 26 Al jazira poulitry farm Dubai Station Saturday, Tuesday
Al ai road Exit no 29 Al rawdah poulitry farm Dubai Station Saturday, Tuesday
Al ai road Exit no 37 Lisaili dxb camel and raising club Dubai Station Saturday, Tuesday
Al ai road Exit no 47 Margam,Sky dive Dubai Station Saturday, Tuesday
Al Maha Resort Dubai Station Saturday, Tuesday
Bab Al Shams Dubai Station Saturday
Madam Dubai Station Saturday
Hatta Dubai Station Saturday
Lahabab Dubai Station Saturday
Al Hello Ajman Station Saturday, Wednesday
Emirates city Ajman Station Saturday, Wednesday
Munai Ajman Station Saturday
Wadi Al Hallo Ajman Station Saturday
Hawilat Ajman Station Saturday
Siji Ajman Station Saturday, Thursday
Tawban Ajman Station Saturday, Thursday

Cases

What if my order is late?

Our couriers are working hard to deliver your orders on time. Sometimes delays occur due to unforeseen reasons that are out of our control. In light of such delays, please contact our customer service by phone or email with your order code and we will make sure your delivery arrives as soon as possible.

Is my information confidential?

All data related to the access and use of our services, including all data related to Shippers (including Shippers’ Information), all data related to the provision of Delivery Services via our Services and the Shipper App, and the Shipper ID is confidential. To learn more, read Terms and Conditions for Shippers.

What if I won’t be available when the courier arrives?

If you won’t be available at the time of delivery, our system provides three options from which you can choose when placing your order:

  • Do not deliver
  • Leave at door
  • Leave at concierge

What happens to returned or not delivered shipments?

Once the parcel is collected from the pickup location, the customer will not be able to cancel the order. At this point, the courier will either deliver it or return it to the origin. The customer will have to pay the delivery charge in both cases. If the pickup has failed, then the customer will not be charged. Note: After trying to reach the sender twice for pickup, the courier can cancel the order. In this case, the customer will have to redo the order.

What items are prohibited to ship?

The following list includes items that cannot be shipped within the UAE under any circumstances through Your Personal Shopper:

  1. Arms, ammunition and parts thereof – Aerosol.
  2. Transmitters and radio receivers except as authorized by law.
  3. Pesticides.
  4. Toxic substances.
  5. Political publications.
  6. Gold jewelry, platinum, precious stones and silver, unless sent by insured mail.
  7. Dispatches and parcels in violation of the prescribed packaging conditions.
  8. Lighters full of gas (empty lighters are acceptable).
  9. Radioactive materials.
  10. Pork products and by-products.
  11. Live animals of all kinds.
  12. Drugs and materials that have a psychological impact.
  13. Publications that contain indecent pictures.
  14. Polished, bleached, manufactured or counterfeited pearl.
  15. Flammable films, celluloid or materials manufactured from celluloid.
  16. Flammable, explosive or other hazardous material.
  17. Roots-grain – plants and their parts unless accompanied by a health certificate.
  18. Medical drugs unless accompanied by import license.
  19. Alcoholic beverages.
  20. Offensive publications pursuant to legitimate, law and traditional custom.
  21. Pornography.
  22. Dispatches and parcels in violation of the prescribed packaging conditions that can be a danger to postal workers, or may contaminate or damage the other letters and parcels or postal equipment

For Merchants

Are shipment rates the same for cash on delivery shipment?

Yes, the rates remain the same for COD.

Is there any charge when COD amount is transferred to bank account?

Yes, there is a AED 3 management fee.

How can I get my money back after successful delivery?

Money will be deposited into a provided account; funds will be available after one week. Or a cheque will be provided in your name after one week.