FAQ
Here, you will find answers to the most frequently asked questions about our local and international shipping services, to help you enjoy a smooth and transparent experience.
How long does it take to ship domestically within the Kingdom?
Shipments are typically delivered within 24–72 hours depending on the city and distance from our main center. Major cities like Riyadh, Jeddah, and Dammam usually receive shipments within 24 hours, while remote cities may take up to 3 business days. We rely on top transportation companies to ensure fast delivery and provide real-time updates on shipment status so you can track it and plan for receipt easily.
What international shipping methods are available?
We offer several options to meet the diverse needs of our clients:
Fast air freight: Suitable for urgent goods that need to arrive quickly, usually within a few days.
Economical shipping: Ideal for large or non-urgent shipments, with lower costs and longer delivery times.
In addition, we provide full support for customs clearance procedures and offer advice on the required documents to avoid any delays.
What should I do if the shipment arrives damaged or missing?
In case the shipment arrives damaged, please document the damage with photos and notify us immediately. We will provide compensation or resend the product according to our service terms. For lost shipments, we investigate with the shipping companies to locate the shipment or fully compensate the customer, with careful follow-up to ensure the issue does not recur.
Do you offer door-to-door delivery service?
Yes, we provide a comprehensive service that includes picking up the shipment from your door and delivering it to the final recipient, covering packing, transportation, temporary storage if necessary, and on-time delivery. This service saves you time and provides peace of mind, ensuring your shipment arrives safely and quickly.
How can I make sure my shipment is safe during transit?
We guarantee shipment safety through professional packing, selection of reliable shipping companies, and continuous tracking. Customers can choose insurance to enhance protection, making the shipping experience more secure and reliable.
What are the customs clearance steps for international shipments?
Our team handles all customs procedures, from filling out official paperwork to final approvals, ensuring smooth shipment processing without delays. We provide guidance on fees and required documents to avoid obstacles, while keeping the customer updated on the shipment’s status.
What is your order cancellation or modification policy?
You can cancel or modify an order before the shipment leaves the warehouse. After shipping, cancellations or modifications depend on the shipping company’s terms and customer service policies. We ensure support is provided to minimize any impact on the customer.
Is technical support or customer service available around the clock?
Yes, our customer service team is available via phone and email to assist with any inquiries, shipping issues, or order tracking at any time. We provide fast and professional support to ensure customer satisfaction and peace of mind throughout the shipping experience.
Can I track my shipment in real time?
Yes, we offer real-time tracking on our website using the shipment number. You can view the current location of your package, its loading status, estimated arrival time, and any updates during transit. This service provides complete peace of mind and allows you to plan for delivery without surprises or delays.
How is the shipping cost calculated?
Costs depend on several factors including weight and dimensions, type of service (local or international, express or standard), destination, and type of goods. We provide a price calculator on our website to estimate costs accurately before confirming an order. Additionally, we offer special deals and packages for frequent shipments or corporate clients, reducing costs while maintaining service quality.
What should I do if my shipment is delayed?
The first step is to check the tracking number to know the current status of your shipment. If you notice any unjustified delay, contact our customer service team via phone or email. We will coordinate with the shipping companies to determine the cause and take the necessary actions to ensure your shipment arrives as quickly as possible, while providing you with continuous updates.
Can I change the delivery address after the order has been shipped?
The address can be modified easily before the shipment leaves the warehouse. After it has left, changes depend on the shipping company’s policies, but our team will make every effort to redirect the shipment safely to the correct destination while maintaining speed and accuracy.
Can I insure my shipment?
We offer flexible insurance options suitable for all types of goods, whether valuable or large. Insurance covers damages, loss, and unexpected risks during transportation, with quick claim follow-up. This ensures complete protection for your shipment and peace of mind throughout the journey.
Can I ship large or heavy goods?
We accept all sizes and weights, providing specialized transportation solutions for heavy and large goods to ensure they arrive safely and undamaged. These shipments are handled with great care, using proper tools and equipment for secure transport.
Can I ship sensitive or restricted materials?
We accept special shipments according to local and international regulations, such as electronics, perishable items, and certain authorized chemicals. These are handled professionally to ensure safe transportation and compliance with all laws.
