Every order confirmed by Rixos Phones leaves from our premises in Dubai Airport Free Zone and travels by international express. This page describes how a consignment is prepared, which documents accompany it, what happens at the border in your country and what to do when it arrives. The commercial terms for a particular shipment are those stated in your quotation.
Where shipments originate
Our address is P.O. Box 98235, K-24, Dubai Airport Free Zone (DAFZA), Dubai, United Arab Emirates. The free zone sits beside Dubai International Airport, which is why we work with air express carriers. We ship worldwide; the quotation names the destination country and the carrier.
Carriers
We dispatch with DHL, UPS and FedEx. The carrier used for your order is stated on the quotation and again on the dispatch notice, together with the tracking number. If your company holds its own account with one of these carriers and would prefer collection on that account, mention it when you request the quotation and we will tell you whether it can be used.
When an order is dispatched
Orders are typically dispatched after order confirmation, once the conditions on the pro forma invoice have been fulfilled. We do not quote fixed transit times on this page because they depend on destination, carrier service and customs handling in the receiving country. The tracking number sent on dispatch gives you the carrier's current estimate for your consignment.
How parts are packed
- Service pack screens stay sealed in the manufacturer's own service packaging. We do not open, re-label or repack service pack units.
- Service pack boxes and other parts are placed in an outer carton with cushioning on all sides; screens are packed flat and are not stacked against unprotected edges.
- Before the carton is sealed the consignment passes our outgoing quality check, which is part of our ISO 9001 system: part numbers, colours and quantities are verified against the order confirmation.
Documents and customs
A commercial invoice and a packing list accompany every consignment. The invoice shows the part numbers and descriptions as they appear in the order confirmation.
- You are the importer of record. Import duties, import VAT, brokerage fees and any other charges levied in the destination country are for your account and are collected from you by the carrier or the customs broker.
- Many countries require the importer's tax or customs identification number on the paperwork (for example an EORI number for imports into the European Union). Give us this number when you confirm the order so that it can be printed on the documents and clearance is not held up.
- If your country requires an import licence or product registration for mobile phone spare parts, obtaining it is your responsibility.
Batteries and other restricted items
Lithium batteries are classed as dangerous goods in air transport. Batteries shipped on their own fall under UN 3480 and batteries packed with or inside equipment under UN 3481; each class has its own packing, labelling and quantity rules, and some carriers or destinations do not accept them at all. Where an order contains batteries we may ship them as a separate consignment, limit the quantity per carton, or tell you that a given destination cannot be served by air. Screens, flex cables, housings and mainboards are not affected.
On arrival
- Count the cartons against the carrier's delivery record before signing.
- If the outer packaging is crushed, torn or shows signs of opening, note this on the carrier's record and photograph the carton and its label before unpacking.
- Check part numbers and quantities against the packing list and report any discrepancy to sales7@servicepacklcd.com promptly after delivery.
- A part that does not function when first fitted is handled as dead on arrival if reported within the DOA period stated in your quotation and order confirmation; the RMA procedure is described in our Terms and Conditions.
Questions about a shipment
Quote your order reference and the tracking number. Email sales7@servicepacklcd.com or call +971 55 781 2998; the WhatsApp link in the site header opens a chat with the same team in the WhatsApp app.