Shipping & Delivery

At ROCK, we understand that premium lighting systems require careful handling and prompt delivery. This Shipping & Delivery Policy outlines our processing times, shipping zones, and what you can expect once you place an order with us.

1. Order Processing Time

  • All orders are processed, securely packaged, and prepared for dispatch within 1 to 2 business days (excluding weekends and official Egyptian holidays).
  • You will receive a confirmation email with your invoice as soon as your order is placed, and a follow-up email once your package leaves our facility.

2. Shipping Zones & Rates

Shipping costs are calculated automatically at checkout based on your delivery address. Our shipping structure is designed to be fair and transparent:

  • Dakahlia Governorate: As our operational base, we offer expedited and highly discounted (or free, as applicable at checkout) shipping for all orders within Dakahlia.
  • Cairo, Giza, and Alexandria: Flat-rate shipping applies, handled by our trusted courier partners.
  • Other Governorates (Delta, Canal, and Upper Egypt): Regional flat rates apply to ensure safe and reliable delivery to your specific zone.

3. Estimated Delivery Times

Delivery timelines depend on your location. Once dispatched, standard delivery times are estimated as follows:

  • Dakahlia: 1 to 2 business days.
  • Cairo, Giza & Alexandria: 2 to 4 business days.
  • Rest of Egypt: 3 to 5 business days. (Please note that these are estimated transit times. While we strive to ensure timely deliveries, minor delays may occur due to courier logistics or severe weather conditions).

4. Handling of Fragile Items

Our magnetic track systems, LED profiles, and specialized fixtures are engineered with precision. We utilize reinforced, minimalist corporate packaging to ensure your items are completely protected against impact during transit. We strictly partner with couriers experienced in handling fragile and high-value cargo.

5. Order Tracking

Once your order is handed over to our shipping partner, you will receive a dispatch confirmation email. If a tracking link is provided by the courier, it will be included in this email. You can also monitor your order’s current status (Processing, Completed, etc.) directly from the “My Account” page.

6. Damaged in Transit

We meticulously pack every order, but we acknowledge that transit accidents can happen:

  • We highly recommend inspecting the external packaging before accepting the delivery from the courier.
  • If you discover any transit damage after opening the package, please contact us within 48 hours of delivery.
  • Include your order number and clear photographs of both the damaged product and the packaging. We will investigate immediately and arrange for a swift replacement at no additional cost to you.

7. Incomplete or Incorrect Addresses

Please ensure that your shipping address is accurate and complete during checkout. ROCK is not responsible for delayed deliveries or returned packages resulting from incorrect address details or unanswered courier phone calls.

8. Contact Customer Care

For any inquiries regarding your shipment, tracking issues, or to request a last-minute address change (only possible before the order is dispatched), please contact our team:

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