Frequently asked questions

Shipping and delivery

1. What areas are delivered to?

- We provide delivery service to the main areas in the Kingdom of Saudi Arabia,

- Unfortunately, there are some areas that we cannot deliver to directly, so delivery to your home is not available. Or delivery service is available at a higher fee

We also inform you that if the delivery address is outside the range, we will regretfully have to ask our valued customers to receive the order from the nearest branch of the shipping company.

2. Do you have shipping service outside the Kingdom of Saudi Arabia?

At the present time, our shipping service is available within the Kingdom of Saudi Arabia only, and we strive to deliver our products to all parts of the world in the future, God willing.

3. Do I have to pay additional fees for shipping and delivery service?

Free delivery on all orders from the (Free Shipping) list. Otherwise, you must pay an amount of 35 riyals or 25 riyals (according to your choice) for the shipping service fee.

4. Do I have to pay additional fees for the cash on delivery service?

If you choose to pay in cash upon delivery, then you will have to pay an additional amount of 15 riyals, given that providing the cash upon delivery service to our valued customers entails additional fees collected by the shipping company. We would like to inform you that there are no additional fees when choosing to pay by credit card (Visa or Mada) because we take care of them.

Payment in cash upon receipt

Al-Hazmi Store provides a payment method upon receipt for all orders from within the Kingdom of Saudi Arabia. Under the following conditions:

• The maximum amount allowed for cash on delivery is 500 Saudi riyals
• Cash on delivery may not be available for some products displayed in the store due to the nature of the product
• Your order will be delivered and the amount will be collected in cash through one of our delivery partners
• It is highly recommended that you inspect your order to ensure the integrity of the package and that there is no damage to the purchased goods, which may affect the quality and performance of the product.
• If there is any problem with the package (the goods are not sealed or damaged), it is recommended to inspect the product directly while the delivery representative is present, as the product can be returned directly. If you accept to receive the product despite the presence of a defect or damage and you do not inform the delivery representative, your receipt of the order will be considered your acceptance of its condition.
• The warranty (when applicable) remains valid in the event of a defect or manufacturing defect.
• In the case of payment upon receipt, 15 Saudi riyals will be added as an additional fee.

5. How long does it take for my order to reach me?

You can view delivery times within the Kingdom of Saudi Arabia when choosing the appropriate shipping company during the ordering process

6. How can I track my shipments or communicate with Souq Tech’s delivery partners?

Once your order is shipped, you will be provided with the shipment number and a tracking link

You can also contact us through the following numbers:

920009999

• SMSA

920002555

• UPS

920000177

• ZAJIL

Or by following up on the order through the following sites: (using the shipment number provided by customer service)

SMSA – You can track the shipment

http://www.smsaexpress.com/arabic/TrackingNumber.html

UPS – You can track the shipment

https://www.ups.com/track?loc=en_SA&requester=WT/

Zajil – You can track the shipment

http://www.zajil-express.com/index.html

7. How can I change my delivery address?

The address cannot be changed after the order is shipped, but the address can be changed before the order is shipped by contacting via WhatsApp on the number.

00966594001600

Warranty and replacement

1. What are the exchange conditions?

- There is a manufacturing defect or a damaged product.

- Attach the original invoice.

- The product must be packaged in its original condition, unopened and unused.

- Providing all attachments and accessories for the original product.

In the event of any manufacturing defect, customers of the Souq Tech online store have the right to replace the product that contains a manufacturing defect if it conforms to the conditions, within a full week from the date of receiving the order.

2. What happens after ensuring that it complies with the conditions?

After verifying the previous conditions, you have the right to choose between two options:

- Direct communication with the agent of the product via the number shown on the product box or on the warranty card inside the box, in order to replace the damaged product with a new product without fees through the agent.

- If you wish to exchange the product through Al-Hazmi Store, there will be no exchange fees, but there will be a shipping fee for the new product to replace it with the damaged product of the same category and of the same value. Or exchange for a different product, and the customer bears the replacement costs (shipping or delivery), with the obligation to pay the price difference between the two products.

3. What should I do if the product I received is damaged or defective?

The Souq Tech store team shows great interest in packaging the products, examining them, and ensuring their safety before shipping them.

However, if the product arrives to you in a damaged condition, contact us via WhatsApp on the number

00966594001600

Security/Technical Support

1. Is shopping through the Souq Tech store safe?

The Al-Hazmi store team guarantees you a 100% safe shopping process, as credit card information and payment details are encrypted before being transferred using the latest electronic encryption technologies that follow the highest security standards. We at Al Hazmi Store follow the strictest protocols to ensure that the personal information of each of our customers is preserved.