Why is my order delayed?
Order delays can occur for a variety of reasons. In the event your order has not shipped promptly, please understand we are doing our best to adjust our course to keep up with the ever-growing demand for popular items. We send order update emails in real-time as inventory and procedures allow.
What if there is a problem with my order?
Though issues with orders are not common, they do happen. We're here to help when things don't quite go as planned.
If your order was missing an item, or an item from your order is missing parts, it may have been split into multiple shipments.
If you were sent the wrong item, we've got your back. We can't process this type of return in-store, but you can learn how to return by mail for a refund or replacement.
If your order was damaged, defective, or unsatisfactory in any other way, you can request a replacement or refund in your account or by contacting us.
How do I cancel an order?
To make sure you get your items as soon as possible, we start processing right away. If you need to change anything on your order you can attempt to cancel your order while it's in a Processing status and place a new order, but once it moves to Shipped, the order can't be canceled. Our Customer Care agents cannot change an order once it's been placed.
You may request to cancel without contacting Customer Care.
If you placed your order from your account (not a Guest Checkout order), you can locate the order in your Purchase History and see if the option to cancel is available.
How do I modify an order?
Since orders begin processing right away, changes can't be made to existing orders. If you need to change the delivery address or the items in your order, you can attempt to cancel and place a new order for the correct items/to the different shipping addresses. Our Customer Care agents cannot edit an order you already placed.
If the item is still in a Processing status, use these steps to request a cancellation.
We can't guarantee that order or item can be canceled, but we'll always do our best to make it happen. If the order or item is too far along to cancel, most items can be returned. Learn more about our return policy or contact Customer Care below to start a return.
If you placed an order for store pickup and want to add or change who can pick it up, you can add a pickup person.
Why was my order canceled?
Canceling an order is one of the last things we want to do, but some situations come up where the cancellation is the best option to save you time and money.
The most common reasons an order might be canceled are:
Limits on available quantities
Learn more about quantity limits
The item is out of stock
Learn more about out-of-stock items
Listing errors
Incorrect product listed
Incorrect price listed
Additional information is needed by our Credit and Fraud Avoidance department
Unavailable carrier or shipping method
We will contact you if any part of your order is canceled or if we need additional information to process your order.
How do I track an order?
You can track your order from your shipping confirmation email or by visiting shop.megroup.ae. We send an email with a tracking link as soon as your package ships, which you can use any time to check its progress.
To track orders on shop.megroup.ae:
- Go to shop.megroup.ae
- Select the avatar icon in the upper-right corner
- Select Track Orders
- Enter the email address you used to submit your order and your order number
- If you are already logged in to your shop.megroup.ae account, this link routes you to your Purchase History page, where you can scroll to the order to track it
How do I return an item from shop.megroup.ae?
If you bought an item sold and shipped by Metallic Equipment, you can return or replace it by mail within 90 days of receiving the order unless otherwise noted in our Return Policy. Learn how to start your return on shop.megroup.ae for a refund or replacement.
Stores can only accept returns for a refund. Learn how to start a return on shop.megroup.ae to bring in to a store (but keep in mind we can't offer replacements when you choose this option).
Items purchased from dealers or resellers and not shop.megroup.ae directly are not eligible for a return, refund, or exchange. Learn how to return items sold by Marketplace Sellers (as long as they're within our Marketplace return policy).
How do I return an item from a Marketplace Seller?
It is easy and convenient to return items that are within the Marketplace return policy. You can learn how to Return by Mail, find a local store to return your item in person, or contact Customer Care using the button below for help getting a shipping label.
If you're returning one or more items in-store, pack each item you need to return separately and bring them to the customer service desk at any Metallic Equipment store. We'll take care of printing as many labels as you need, but we don't have packaging material and can't accept any items that are not boxed and ready to ship.
If you already started your return online or with Customer Care, you can finish the return in a Metallic Equipment store only if you print your return label and bring it with you to the customer service desk.
How do I get a refund?
If you return your item to a Metallic Equipment store or by mail, you should see the money appear on your original payment method within five business days (depending on your financial institution).
If you return an item you purchased with a Metallic Equipment Gift Card or eGift Card, you should see the refund appear immediately on the gift card you used. Be sure to hang on to your gift card until you are sure you want to keep everything you bought with it.
If you bought an item on shop.megroup.ae that you paid for in-store, only a Metallic Equipment store can provide your refund, but don't worry! You don't have to go back to the exact store where you paid for your order. Go to any customer service counter to collect your refund or request a check by mail.
If we have to cancel an order or item, we'll email you right away to ask how you prefer to get your money back. Learn more about canceled orders and items or contact Customer Care using the button below if you still have questions.
How do I reset my shop.megroup.ae password?
If you lost or forgot your shop.megroup.ae password, you can easily reset it using the following steps:
Open the forgot password page.
Enter the email address registered to your shop.megroup.ae account.
Select the Request Verification Code.
Check your email for the code. Be sure to check your junk or spam folder.
This code expires after 30 minutes. If your code expired, you can request a new one using the steps above.
Enter the code and a new password that you haven't used before.
Select Submit.
Sign in using your new password.
When creating a new password, you can't use either of your last two passwords. If this is your first password change, you can't use your last password. If you choose a password you've already used, we'll ask you to choose a new one.
When will I be charged?
Credit, Debit, ATM, or Check Cards
If you placed your order with a credit card, debit card, ATM card, or check card, your financial institution will place an authorization on your payment method until the order ships. This appears as a pending charge on your account, and the amount varies by the financial institution. Usually, you'll see these charges range from $1.00 to the full amount of the order.
Learn more about pending charges and authorization holds.
Gift Card or PayPal
If you paid for your order using a Metallic Group gift card or eGift card, or you used PayPal as your payment, your total is deducted as soon as you place your order. shop.megroup.ae does not place authorizations on prepaid gift cards with the Visa, Mastercard, or American Express logo, but you may see an authorization placed by the financial institution that issued the card.
Learn more about pending charges and authorization holds.
In-store Payment
If you start your order online and choose Pay With Cash at checkout, you have 48 hours to pay for the order at your local Metallic Group store. If you pay in person with a credit card, debit card, ATM card, or check card, there is no authorization hold and your card is billed immediately.