Last updated: May 20, 2026

This Shipping Policy explains how shipping, delivery, customs, import charges, and related matters are handled for orders placed through DIRECTLY, available at https://directly.co.il/.

The website is operated by:

NewAge Tech LTD
Company Reg. No.: 513604116
PO Box 4578
Rishon Lezion, Israel
ZIP Code 7514402
Phone: +972-3-9613002
Email: Info@directly.co.il

By placing an order through DIRECTLY, you acknowledge that you have read and understood this Shipping Policy.

Nothing in this Shipping Policy is intended to limit or exclude any mandatory rights you may have under applicable consumer protection laws.

1. General Shipping Information

DIRECTLY may offer shipping to customers in Israel and internationally, subject to product availability, carrier availability, shipping restrictions, payment approval, customs requirements, supplier restrictions, and applicable law.

Shipping options, costs, estimated delivery times, and available destinations may vary depending on:

  • The customer’s location;
  • The product type;
  • Product size and weight;
  • Product availability;
  • Supplier availability;
  • The selected shipping method;
  • Customs and import requirements;
  • Carrier limitations;
  • Legal or regulatory restrictions.

We reserve the right to refuse, cancel, or delay an order if shipping to the requested destination is unavailable, restricted, unlawful, commercially impractical, or subject to special requirements that cannot reasonably be fulfilled.

2. Shipping Destinations

We aim to make DIRECTLY available to customers worldwide. However, not all products can be shipped to all countries or regions.

Some products may be restricted due to:

  • Manufacturer or supplier limitations;
  • Export control laws;
  • Import laws;
  • Sanctions or trade restrictions;
  • Carrier restrictions;
  • Product type, size, weight, or value;
  • Local regulatory requirements;
  • Warranty or service limitations.

If we are unable to ship an order to your destination after the order has been placed, we will contact you and may cancel the order or offer an alternative solution where available.

If payment has already been received and the order is cancelled due to shipping unavailability, we will issue a refund for the cancelled portion of the order, subject to applicable law and payment provider processing times.

3. Shipping Costs

Shipping costs may be calculated and displayed during checkout, included in a quotation, or confirmed separately in writing.

Unless expressly stated otherwise, shipping costs are not included in the product price.

Shipping costs may depend on:

  • Delivery destination;
  • Package size;
  • Package weight;
  • Shipping method;
  • Carrier rates;
  • Insurance requirements;
  • Handling requirements;
  • Customs or documentation requirements;
  • Supplier or warehouse location.

For quotation-based orders, shipping costs may be estimated initially and confirmed before order approval or dispatch.

Where required by applicable law, we will make reasonable efforts to provide clear information about applicable shipping costs before the order is completed.

4. Order Processing Time

Orders are generally processed after payment approval, verification of order details, product availability confirmation, and completion of any required compliance checks.

Processing times may vary depending on:

  • Product availability;
  • Supplier or warehouse availability;
  • Order size;
  • Payment verification;
  • Customer information verification;
  • Shipping destination;
  • Customs or export documentation;
  • Business days, weekends, and holidays;
  • Special-order or quotation-based products.

Processing time is separate from shipping or transit time.

If an order includes multiple products, they may be processed or shipped separately depending on availability, supplier location, or logistical considerations.

5. Estimated Delivery Times

Delivery times shown on the website, at checkout, in a quotation, or in communications with us are estimates only, unless expressly confirmed in writing as guaranteed.

Estimated delivery times may vary due to:

  • Carrier delays;
  • Customs clearance;
  • Import inspections;
  • Supplier delays;
  • Stock shortages;
  • Weather conditions;
  • Security events;
  • Local holidays;
  • Incorrect or incomplete shipping details;
  • Remote area delivery;
  • Force majeure events;
  • Other circumstances outside our reasonable control.

For international orders, delivery times may be longer due to customs procedures, import processing, and local delivery arrangements.

We are not responsible for delays caused by carriers, customs authorities, incorrect customer information, import restrictions, or events outside our reasonable control, except where liability cannot be excluded under applicable law.

6. Delivery Address

You are responsible for providing accurate, complete, and up-to-date shipping information when placing an order.

This includes, where applicable:

  • Full recipient name;
  • Company name;
  • Street address;
  • Building, floor, suite, or apartment number;
  • City;
  • Postal code;
  • Country;
  • Phone number;
  • Email address;
  • Tax ID, VAT number, import number, or customs information, if required.

We are not responsible for failed delivery, delays, return shipping costs, storage fees, additional carrier charges, customs issues, or loss resulting from incorrect or incomplete shipping information provided by the customer, except where required by applicable law.

If you notice an error in your shipping details, contact us immediately at:

Info@directly.co.il

We will make reasonable efforts to update the shipping details before dispatch, but we cannot guarantee changes once an order has been processed or shipped.

7. Shipping Carriers

We may use third-party shipping carriers, courier services, freight forwarders, postal services, logistics providers, suppliers, or fulfillment partners to deliver orders.

The available carrier may vary depending on the destination, product, order value, package size, and shipping method.

We may change or select the shipping carrier at our discretion unless a specific shipping method has been expressly agreed in writing.

Third-party carriers may have their own delivery procedures, tracking systems, insurance rules, delivery attempts, pickup requirements, and service limitations.

8. Tracking Information

Where tracking is available, we may provide tracking information by email, through your account, or by another communication method.

Tracking information may not be available immediately after dispatch and may take time to update in the carrier’s system.

For international shipments, tracking updates may be limited or delayed during customs processing, handover between carriers, or local delivery handling.

9. Customs, Duties, Taxes, and Import Charges

For international orders, the customer may be responsible for customs duties, import taxes, VAT, GST, brokerage fees, handling fees, clearance fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, in a quotation, or in writing:

  • Product prices do not include customs duties, import taxes, or local charges;
  • Shipping fees may not include customs clearance charges or import fees;
  • The customer is responsible for paying any applicable import-related charges;
  • The customer is responsible for complying with local import laws and requirements.

Customs authorities may delay, inspect, hold, reject, or seize shipments. We are not responsible for delays, charges, seizure, rejection, or non-delivery caused by customs authorities, import restrictions, or failure to comply with local import requirements, except where required by applicable law or caused by our error.

10. Import and Export Compliance

Some products may be subject to export control laws, sanctions, import restrictions, licensing requirements, manufacturer restrictions, or other legal limitations.

By placing an order, you confirm that:

  • The products may lawfully be imported into your country;
  • You are not prohibited from purchasing or receiving the products;
  • You will not use, export, re-export, resell, or transfer the products in violation of applicable laws;
  • You will provide any required information or documentation for customs, import, export, or compliance purposes.

We reserve the right to refuse, cancel, delay, or request additional information for any order that may involve legal, regulatory, sanctions, export control, or compliance concerns.

11. Delivery Attempts and Unclaimed Packages

If a carrier attempts delivery and the package is not accepted, not collected, refused, or cannot be delivered due to incorrect information or customer unavailability, the package may be returned to us, held by the carrier, or treated according to the carrier’s procedures.

In such cases, the customer may be responsible for:

  • Re-delivery costs;
  • Return shipping costs;
  • Storage fees;
  • Carrier handling fees;
  • Customs fees;
  • Additional taxes or duties;
  • Other costs caused by failed or refused delivery.

If a package is returned to us, we may offer re-shipment, refund, or another solution, subject to product condition, applicable law, carrier rules, and deduction of costs where legally permitted.

12. Damaged Packages

If a package arrives visibly damaged, we recommend that you document the condition before opening it.

Please take photos or videos of:

  • The outer packaging;
  • The shipping label;
  • The damaged area;
  • The product inside the package;
  • Any missing or damaged parts.

If you receive a damaged product, contact us as soon as reasonably possible at:

Info@directly.co.il

Please include your order number, description of the issue, and supporting photos or videos.

You should keep the product, packaging, accessories, and shipping materials until the matter is resolved, as they may be required for carrier claims, supplier review, warranty review, or inspection.

13. Lost Shipments

If tracking information shows that a shipment has not arrived within a reasonable time, contact us at:

Info@directly.co.il

We may investigate the matter with the carrier, supplier, warehouse, or logistics provider.

Depending on the result of the investigation and applicable law, we may offer an appropriate solution, which may include replacement, refund, reshipment, store credit, or continued carrier investigation.

If the carrier marks the shipment as delivered but you did not receive it, we may ask you to check with household members, colleagues, reception, building management, neighbors, local postal office, or pickup point before opening a formal investigation.

14. Partial Shipments

Orders containing multiple products may be shipped in separate packages or on different dates.

Partial shipments may occur due to:

  • Product availability;
  • Multiple warehouse or supplier locations;
  • Special-order products;
  • Backordered products;
  • Different shipping requirements;
  • Size, weight, or packaging limitations.

If your order is shipped in multiple parts, you may receive separate tracking numbers and delivery dates.

15. Special-Order, Quotation-Based, or Backordered Products

Some products may be special-order, quotation-based, made available through suppliers, or temporarily out of stock.

Such products may require longer processing or delivery times.

Estimated availability or delivery dates for these products are not guaranteed unless expressly confirmed in writing.

If a product becomes unavailable after an order is placed, we may contact you to offer an alternative product, revised delivery estimate, partial shipment, cancellation, or refund, subject to applicable law.

16. Pickup or Alternative Delivery Options

If pickup, local delivery, freight delivery, or alternative delivery options are made available, the applicable details will be provided at checkout, in a quotation, or separately in writing.

Such options may be subject to scheduling, identification, authorization, availability, and location-specific requirements.

17. Risk of Loss or Damage

Risk of loss or damage may pass to the customer according to the shipping terms stated at checkout, in a quotation, in the order confirmation, or under applicable law.

For consumer orders, nothing in this section limits any mandatory rights the customer may have under applicable consumer protection laws.

If a customer arranges their own carrier, freight forwarder, pickup, or third-party collection service, responsibility may transfer when the order is handed over to that carrier or representative, subject to applicable law and written agreement.

18. Changes to Shipping Terms

We may update this Shipping Policy from time to time due to changes in carriers, shipping destinations, logistics providers, legal requirements, customs rules, product availability, or business operations.

The updated version will be posted on the website with an updated “Last updated” date.

Changes will not retroactively affect orders already accepted unless required by law or unless the change is beneficial to the customer.

19. Relationship With Other Policies

This Shipping Policy should be read together with our:

  • Terms and Conditions
  • Privacy Policy
  • Return and Refund Policy

If there is a conflict between this Shipping Policy and mandatory consumer protection law, the mandatory legal provision will prevail.

If there is a conflict between this Shipping Policy and a written quotation, invoice, or written agreement issued by NewAge Tech LTD, the specific written terms may apply to that order, subject to applicable law.

20. Contact Us

For questions about shipping, delivery, tracking, customs, or order status, please contact:

NewAge Tech LTD
Company Reg. No.: 513604116
PO Box 4578
Rishon Lezion, Israel
ZIP Code 7514402
Phone: +972-3-9613002
Email: Info@directly.co.il