Hours
Owned fleet across all seven Emirates means dispatch operations run on a tighter window than office support. The page below covers when the warehouse is operational, when support is staffed, what changes on Friday and Sunday, and how to reach us out of hours for the rare emergency that cannot wait.
Standard hours
Section titled “Standard hours”Monday to Saturday, operational hours covering inbound receiving, pick and pack, dispatch, COD reconciliation, and merchant support. Specific opening and closing times are confirmed during onboarding so your team has the exact window for your account; if a particular cut-off matters for your category (early-morning corporate drops, late-evening dispatch for B2B), flag it during onboarding so the coverage is matched.
Drivers run extended shifts on the last-mile side to cover dispatch cut-offs across the seven Emirates. Cut-off times are documented in cut-off times.
Friday
Section titled “Friday”Reduced footprint. Dispatch operations run, office support is limited.
- Dispatch: active for in-flight shipments and selected lanes.
- Office support: limited to operational issues; non-urgent account questions queue for Saturday.
- Same-day Dubai: not the default Friday pattern; new orders placed Friday usually queue for Saturday morning.
- WhatsApp on-call: covers dispatch issues; non-urgent questions queue.
Sunday
Section titled “Sunday”Closed for routine operations. Emergency dispatch issues are covered through the on-call channel.
- Warehouse: closed.
- Last-mile dispatch: not the default Sunday pattern; in-flight shipments continue toward delivery only where the lane was already in motion.
- Support: non-urgent questions queue for Monday; WhatsApp on-call covers emergencies.
Public holidays
Section titled “Public holidays”Warehouse closes for declared UAE public holidays. The schedule is published a week ahead in your SamVertex account so you can adjust expected delivery dates on your storefront. Emergency cover for in-transit shipments runs through the on-call channel; routine operational questions queue for the next operational day.
The day before and day after a public holiday usually run heavier than normal. Cut-offs hold but the buffer between cut-off and dispatch shrinks; plan around the cut-offs more strictly during these windows.
Out-of-hours
Section titled “Out-of-hours”Two channels for out-of-hours contact.
- WhatsApp for emergencies. Dispatch issues, in-transit shipment problems, COD reconciliation alerts. On-call cover during operational windows that fall outside standard support hours.
- Email for non-urgent. Anything that does not need an action overnight or over the weekend. Acknowledged at the start of the next operational day.
If you are unsure whether something is urgent, lead the WhatsApp message with the order ID and a one-line summary; the on-call lead will route accordingly.