Frequently Asked Questions
How do I track my order?
Open the app and go to "My Orders," then select the order you want to track. Each order moves through three stages — Loading, En Route, and Received — so you can always see exactly where your shipment is between Dubai and Qatar. You'll also get a notification each time your order moves to the next stage, if notifications are enabled.
What payment methods are accepted?
Maskani accepts major debit and credit cards, as well as other local payment options available in Qatar at checkout. All payments are processed securely through our payment partners — Maskani does not store your full card details.
How are shipping and customs fees calculated?
Since every order ships from a Dubai-based seller to a Qatar delivery address, orders may include a shipping fee and applicable customs charges. These are calculated automatically at checkout based on the size, weight, and value of your order, and are shown to you before you confirm payment — there are no hidden fees added afterward.
How long does delivery take from Dubai to Qatar?
Most orders move through all three tracking stages — Loading, En Route, and Received — within 5 to 10 business days of the seller confirming your order, depending on the item and courier. Large furniture and building-materials orders can take longer. You can always check the current stage of your order in the app.
How do I cancel or return an order?
You can request a cancellation from the order details screen while your order is still in the Loading stage. Once an order is En Route, cancellation may no longer be possible, but you can request a return after delivery by contacting support@maskani.app with your order number. Return eligibility can vary by seller and item type.
How do I update my saved delivery address?
Go to Account Settings > Delivery Addresses in the app to add, edit, or remove a saved address. Note that changing your address will not affect orders that have already begun shipping — contact support@maskani.app if you need to update the address for an order already in progress.
How do I manage my notification preferences?
Go to Account Settings > Notifications to choose which alerts you receive, including order-status updates and promotional messages. Please note that essential order-status notifications may still be sent while you have an active order, even if promotional notifications are turned off.
I forgot my password or can't log in. What do I do?
On the login screen, tap "Forgot password?" and follow the steps to reset it using your registered email address. If you don't receive the reset email within a few minutes, check your spam folder or contact support@maskani.app for help.
Why did my order arrive as multiple shipments?
If your order includes items from more than one seller, Maskani automatically splits it into separate shipments — one per seller. Each shipment has its own tracking status and moves through the Loading, En Route, and Received stages independently, so it's normal for items from the same order to arrive at different times.