faqs
What types of shipping services does the company offer?
We provide integrated shipping services (inbound and outbound) including:
International Express Shipping (for documents and parcels)
Commercial air freight
Sea freight
Land shipping to the Gulf countries
Internal delivery within the country
International Express Shipping (for documents and parcels)
Commercial air freight
Sea freight
Land shipping to the Gulf countries
Internal delivery within the country
Does the company issue official invoices?
Yes, all our shipments are documented through official invoices, including a preliminary receipt, a final invoice after confirming the shipment details, actual costs, and a bill of lading.
How can I track my shipment?
We provide a unique tracking number for each shipment, and you can track it instantly through our online system or via the link sent to you after the shipping bill is issued.
Can the shipment be received at your door or delivered?
Yes, we provide door-to-door service for most of our services, including international, domestic, and land shipping.
What are prohibited or dangerous items that cannot be shipped?
Shipping of prohibited items domestically or internationally is prohibited. Some examples include (but are not limited to):
explosive or flammable materials
Chemicals or toxic substances
Perishable food items without special packaging
coins, trash, and wet snow
Please refer to the Prohibited Substances Appendix, which is updated periodically.
explosive or flammable materials
Chemicals or toxic substances
Perishable food items without special packaging
coins, trash, and wet snow
Please refer to the Prohibited Substances Appendix, which is updated periodically.
Can food items be shipped?
Yes, provided that they are in personal, non-commercial quantities, are commercially packaged, have a clear production and expiration date, and are expiration dates of at least 6 months.
It is prohibited to ship home-made, perishable, or unauthorized foods.
It is prohibited to ship home-made, perishable, or unauthorized foods.
What are the procedures if the shipment is rejected by customs or the recipient?
If the shipment is rejected for any reason (customs, data error, or rejection by the recipient), the customer is responsible for returning or disposing of the shipment, and additional fees apply as appropriate.
Do you provide packing services?
Yes, we have a department that specializes in packaging according to the nature of the shipment, taking into account volumetric weight and minimizing costs. This service can be requested separately or as part of the full service.
Can goods be shipped from abroad (imported) through you?
Yes, we offer import services via international express, air, sea, and land freight. We can receive goods from suppliers, prepare the shipment, and ship them to your country with or without customs clearance, as agreed.
Is refrigerated shipping service available?
Yes, we offer refrigerated freight by land, sea, and air (depending on the route), especially for food and pharmaceutical products that require specific temperatures. (For commercial shipments only)
What is the difference between international express shipping and air shipping?
Both international express and air freight use aircraft to transport goods, but there is a significant difference in the quality of service and nature of use:
International Express Shipping is a comprehensive door-to-door service for the transportation of small and medium-sized documents and parcels, including:
Pick up from customer's location
Packaging and sorting
Issuing a bill of lading
Real-time tracking
Customs clearance and final delivery
We provide it through trusted international companies.
Air freight is a method of transporting goods by aircraft from airport to airport, and is often used for large commercial shipments or bulk quantities.
The service does not usually include:
Receipt from the site
customs clearance
Delivery to the final address
These matters must be arranged separately by the customer or the shipping agent.
short:
Use International Express Shipping if you're looking for convenience, speed, and direct door-to-door delivery.
Use commercial air freight if you have large quantities and want to reduce costs and coordinate the service yourself or through an intermediary.
International Express Shipping is a comprehensive door-to-door service for the transportation of small and medium-sized documents and parcels, including:
Pick up from customer's location
Packaging and sorting
Issuing a bill of lading
Real-time tracking
Customs clearance and final delivery
We provide it through trusted international companies.
Air freight is a method of transporting goods by aircraft from airport to airport, and is often used for large commercial shipments or bulk quantities.
The service does not usually include:
Receipt from the site
customs clearance
Delivery to the final address
These matters must be arranged separately by the customer or the shipping agent.
short:
Use International Express Shipping if you're looking for convenience, speed, and direct door-to-door delivery.
Use commercial air freight if you have large quantities and want to reduce costs and coordinate the service yourself or through an intermediary.
Do you do customs clearance worldwide?
It depends on the type of service and the nature of the shipment:
✅ In international express shipping:
Customs clearance is often included in the service, but some countries may require additional documents or impose exceptions at the discretion of local customs. The recipient may be asked to provide additional paperwork or information to complete the clearance or intervene in person.
🚫 In air, sea, and land freight (outbound):
The company does not provide customs clearance services, and its responsibility ends when the shipment is delivered to the airport or port in the destination country.
✅ In incoming shipping (import):
The company can provide customs clearance services in coordination with the importer, either by preparing the required documents in advance or appointing certified customs brokers. We also provide vehicles and trucks suitable for transporting shipments after clearance, depending on the type of goods and their specific conditions.
⚠️ In some special cases for land shipping:
We can provide customs clearance services in specific countries and for specific types of products, depending on the availability of our local partners and our operational capacity in that country.
نوصي بالتواصل مع فريق خدمة العملاء قبل الشحن لتأكيد إمكانية تقديم خدمة التخليص في وجهتك، والتعرف على الاشتراطات الجمركية الخاصة بها.
✅ In international express shipping:
Customs clearance is often included in the service, but some countries may require additional documents or impose exceptions at the discretion of local customs. The recipient may be asked to provide additional paperwork or information to complete the clearance or intervene in person.
🚫 In air, sea, and land freight (outbound):
The company does not provide customs clearance services, and its responsibility ends when the shipment is delivered to the airport or port in the destination country.
✅ In incoming shipping (import):
The company can provide customs clearance services in coordination with the importer, either by preparing the required documents in advance or appointing certified customs brokers. We also provide vehicles and trucks suitable for transporting shipments after clearance, depending on the type of goods and their specific conditions.
⚠️ In some special cases for land shipping:
We can provide customs clearance services in specific countries and for specific types of products, depending on the availability of our local partners and our operational capacity in that country.
نوصي بالتواصل مع فريق خدمة العملاء قبل الشحن لتأكيد إمكانية تقديم خدمة التخليص في وجهتك، والتعرف على الاشتراطات الجمركية الخاصة بها.
Do you ship perfumes?
Yes, we offer the possibility of shipping perfumes via international express shipping service to specific destinations, subject to customs laws and shipping company requirements.
We also provide:
Special and secure packaging for perfumes to protect them during transportation.
Suitable solutions for personal and commercial shipments.
The ability to ship perfumes in commercial quantities to specific countries within our coverage, with the provision of the required documents such as invoices and safety certificates (when required).
It is recommended that you contact our team before shipping perfumes to confirm shipping availability based on the destination, quantity, and regulatory requirements of each country.
We also provide:
Special and secure packaging for perfumes to protect them during transportation.
Suitable solutions for personal and commercial shipments.
The ability to ship perfumes in commercial quantities to specific countries within our coverage, with the provision of the required documents such as invoices and safety certificates (when required).
It is recommended that you contact our team before shipping perfumes to confirm shipping availability based on the destination, quantity, and regulatory requirements of each country.
Do you ship gold and silver?
Yes, we ship gold and silver (exports only) according to specific terms and conditions to ensure compliance with local and international regulations and laws, including:
An original and certified invoice must be attached to the shipment.
It is mandatory to fully insure the shipment before shipping.
Ship quantities within the legal limits permitted by the regulations of the country of origin and the country of destination.
For some quantities, prior approvals may be required from relevant government agencies such as customs, precious metals, the central bank, or regulatory authorities.
For shipping incoming gold or silver (import), please contact us in advance to coordinate the process, as restrictions and controls vary depending on the destination country.
We always recommend prior coordination with our team to ensure that documents are ready and that the required conditions are met before shipping.
An original and certified invoice must be attached to the shipment.
It is mandatory to fully insure the shipment before shipping.
Ship quantities within the legal limits permitted by the regulations of the country of origin and the country of destination.
For some quantities, prior approvals may be required from relevant government agencies such as customs, precious metals, the central bank, or regulatory authorities.
For shipping incoming gold or silver (import), please contact us in advance to coordinate the process, as restrictions and controls vary depending on the destination country.
We always recommend prior coordination with our team to ensure that documents are ready and that the required conditions are met before shipping.
Is insurance included in the shipping cost? What are the insurance terms?
No, the insurance service is not automatically included in the shipping cost. Rather, it is offered as an optional service that is added upon the customer's request, and its fees are calculated according to the value and nature of the shipment.
General insurance conditions:
The actual value of the shipment must be declared and the original invoice attached.
Insurance must be requested before shipment is completed and cannot be added after the shipment has moved or the bill of lading has been issued.
Shipments containing prohibited or high-risk materials cannot be insured (except in special cases and with prior approval).
Packaging and packaging must meet standards to ensure eligibility for insurance coverage.
In the event of damage or loss, the customer must submit an official report within a specific period (determined by the insurance company).
The insurance policy covers losses resulting from loss, theft, or total/partial damage, provided that this is not due to negligence in packaging or disclosure.
Eligibility for compensation depends on the integrity of the packaging and the provision of the required evidence and documents in the event of a claim.
We always recommend purchasing insurance, especially when shipping valuable or fragile shipments, to ensure additional protection and financial security in case of an emergency.
General insurance conditions:
The actual value of the shipment must be declared and the original invoice attached.
Insurance must be requested before shipment is completed and cannot be added after the shipment has moved or the bill of lading has been issued.
Shipments containing prohibited or high-risk materials cannot be insured (except in special cases and with prior approval).
Packaging and packaging must meet standards to ensure eligibility for insurance coverage.
In the event of damage or loss, the customer must submit an official report within a specific period (determined by the insurance company).
The insurance policy covers losses resulting from loss, theft, or total/partial damage, provided that this is not due to negligence in packaging or disclosure.
Eligibility for compensation depends on the integrity of the packaging and the provision of the required evidence and documents in the event of a claim.
We always recommend purchasing insurance, especially when shipping valuable or fragile shipments, to ensure additional protection and financial security in case of an emergency.
Are customs duties included in the shipping cost?
No, customs duties are not automatically included in the shipping cost. They are determined by the customs authorities in the destination country based on the type of shipment and its declared value.
These fees are the responsibility of the recipient unless otherwise agreed in advance.
These fees are the responsibility of the recipient unless otherwise agreed in advance.
Are there any additional expenses incurred by the recipient when receiving the shipment?
Yes, in some cases the recipient may be required to pay customs duties, taxes, or clearance fees imposed by government authorities in the destination country.
Other expenses may include: storage, inspection, or flooring fees if there are delays in receiving or clearing.
Other expenses may include: storage, inspection, or flooring fees if there are delays in receiving or clearing.
Can I, as a shipper, bear the customs duties for the recipient?
Yes, the shipper can choose to pay customs duties and related expenses for the shipment on behalf of the recipient, provided that this is coordinated in advance with our team before shipping.
In this case, the shipment is classified as DDP (Delivered Duty Paid) and invoices are issued accordingly, including customs estimates and clearance costs.
In this case, the shipment is classified as DDP (Delivered Duty Paid) and invoices are issued accordingly, including customs estimates and clearance costs.
What payment methods do you have available?
We offer a range of flexible and secure payment methods to suit the needs of individuals and businesses, including:
💳 Electronic payment via credit or debit cards (Visa - MasterCard, etc.).
💼 Bank transfer to our local accounts.
📩 Online Payment Links: We can send you a secure payment link via email or WhatsApp to complete your payment quickly and easily.
💵 Cash payment
🧾 Recurring invoices for business customers with the possibility of deferred payment according to approved agreements.
We recommend choosing the method that best suits you when placing your order or contacting our customer service team to confirm the details.
💳 Electronic payment via credit or debit cards (Visa - MasterCard, etc.).
💼 Bank transfer to our local accounts.
📩 Online Payment Links: We can send you a secure payment link via email or WhatsApp to complete your payment quickly and easily.
💵 Cash payment
🧾 Recurring invoices for business customers with the possibility of deferred payment according to approved agreements.
We recommend choosing the method that best suits you when placing your order or contacting our customer service team to confirm the details.
Can I modify the recipient's information after shipping?
✅ Before shipping: You can freely modify all recipient information (name, address, contact number), as long as the shipping policy has not been issued.
⚠️ After shipping:
Once the package is shipped, it is subject to operational and customs procedures, and data modification is restricted by several factors:
The recipient's name cannot be changed after the shipment has entered the customs clearance stage.
After the shipment passes through customs, we can attempt to modify the data (such as name, address, or phone number), but the success rate of modification is not 100% guaranteed, as the shipment is linked to an official bill of lading containing the original data.
We always recommend that you verify the accuracy of the data before issuing the shipment to avoid any subsequent delays or complications.
⚠️ After shipping:
Once the package is shipped, it is subject to operational and customs procedures, and data modification is restricted by several factors:
The recipient's name cannot be changed after the shipment has entered the customs clearance stage.
After the shipment passes through customs, we can attempt to modify the data (such as name, address, or phone number), but the success rate of modification is not 100% guaranteed, as the shipment is linked to an official bill of lading containing the original data.
We always recommend that you verify the accuracy of the data before issuing the shipment to avoid any subsequent delays or complications.
What is the expected time for my shipment to arrive?
Delivery time depends on several factors, including:
Sending and receiving country.
Type of service used (fast, economy, land, sea, air).
The nature and quantities of the products shipped.
Customs clearance procedures in the destination country.
📦 For example:
Express shipments may arrive within 24 to 48 hours to some destinations.
Other shipments take 3 to 7 business days on average.
Special, large, or customs-required shipments may take longer.
You can always track your shipment using the tracking number, and our team provides real-time updates on the shipment status until delivery.
Sending and receiving country.
Type of service used (fast, economy, land, sea, air).
The nature and quantities of the products shipped.
Customs clearance procedures in the destination country.
📦 For example:
Express shipments may arrive within 24 to 48 hours to some destinations.
Other shipments take 3 to 7 business days on average.
Special, large, or customs-required shipments may take longer.
You can always track your shipment using the tracking number, and our team provides real-time updates on the shipment status until delivery.
Can I cancel the shipment?
✅ Before shipping: Yes, you can easily cancel a shipment without fees, provided the bill of lading has not been issued or delivered to the carrier.
⚠️ After shipping:
Cancelling a shipment becomes more complicated and depends on several factors, including:
Whether the shipment has entered the transportation or customs clearance stages.
Possibility to contact the transport company and request a stop (not 100% guaranteed).
If the recipient requests to pick up the shipment, it cannot be refunded or stopped even if there are data errors.
💰 Cancellation after shipping may incur the following costs:
Return shipment fees.
Customs duties in the destination country and the country of shipment (if applicable).
Administrative or government expenses depending on the condition of the shipment.
Therefore, we always recommend that you carefully review all information before shipping, and contact us immediately if any modification or cancellation is necessary.
⚠️ After shipping:
Cancelling a shipment becomes more complicated and depends on several factors, including:
Whether the shipment has entered the transportation or customs clearance stages.
Possibility to contact the transport company and request a stop (not 100% guaranteed).
If the recipient requests to pick up the shipment, it cannot be refunded or stopped even if there are data errors.
💰 Cancellation after shipping may incur the following costs:
Return shipment fees.
Customs duties in the destination country and the country of shipment (if applicable).
Administrative or government expenses depending on the condition of the shipment.
Therefore, we always recommend that you carefully review all information before shipping, and contact us immediately if any modification or cancellation is necessary.
How can I modify or update my shipment information?
Currently, shipment data can only be modified or updated by directly contacting our customer service team via our official channels (phone, email, or WhatsApp).
We are developing an integrated electronic system that will allow future customers to modify data, request cancellations, or track shipments directly via a dedicated 24-hour control panel.
Until the system is activated, please contact us immediately if any modifications are needed to avoid delays or errors in shipping.
We are developing an integrated electronic system that will allow future customers to modify data, request cancellations, or track shipments directly via a dedicated 24-hour control panel.
Until the system is activated, please contact us immediately if any modifications are needed to avoid delays or errors in shipping.