Shipping policy

SHIPPING POLICY

At WAHATY, we work to make every delivery clear, reliable and convenient. This Shipping Policy explains where we deliver, how orders are processed, how delivery charges are calculated and what happens when a shipment is delayed, unsuccessful, damaged or returned.

This policy applies to orders placed through wahaty.com.

1. Delivery locations

WAHATY currently delivers to eligible locations throughout the Kingdom of Saudi Arabia.

Delivery availability may depend on:

  • The customer’s city or region.
  • Courier coverage.
  • Product size, weight or category.
  • Delivery restrictions affecting a specific location.
  • Whether the address can be verified and safely accessed.

Available delivery options will be displayed during checkout.

We currently do not guarantee international shipping unless an international delivery option is specifically shown at checkout.

2. Order processing time

Orders are normally prepared for shipment within [1–3 business days] after they have been confirmed.

Order processing may include:

  • Payment verification.
  • Cash-on-Delivery confirmation.
  • Fraud-prevention checks.
  • Product inspection.
  • Packaging.
  • Transfer to the delivery company.

Orders placed on weekends, public holidays or after the daily processing cut-off may begin processing on the next business day.

Processing time is separate from the estimated delivery time.

3. Estimated delivery time

Estimated delivery times are displayed during checkout or communicated in the order confirmation where available.

A typical delivery may take approximately:

  • Major cities: [1–3 business days].
  • Other cities and regions: [3–7 business days].
  • Remote locations: [5–10 business days].

These timeframes are estimates and should be updated to reflect WAHATY’s actual courier and fulfilment arrangements.

Delivery times may vary according to the product, destination, stock location and courier availability.

4. Delivery charges

Shipping charges are calculated based on factors such as:

  • Delivery location.
  • Order value.
  • Product weight and dimensions.
  • Selected delivery method.
  • Promotional shipping offers.
  • Additional courier or service requirements.

The applicable shipping charge will be shown before the customer completes checkout.

WAHATY may offer free delivery when an order meets a stated minimum value. Any free-delivery threshold, location restriction or promotional period will be displayed on the website or during checkout.

5. Free-shipping promotions

Where free shipping is offered:

  • The order must meet the stated eligibility requirements.
  • The offer may apply only to selected locations or products.
  • Oversized, heavy or restricted products may be excluded.
  • The qualifying amount is normally calculated after discounts and before any non-product service fees.
  • The offer may end or change before an order is completed.

A free-shipping promotion does not necessarily include express, same-day or specialised delivery.

6. Order confirmation

After an order is submitted, the customer will normally receive an order confirmation by email.

The confirmation may include:

  • The order number.
  • The products purchased.
  • The delivery address.
  • The payment method.
  • The amount paid or payable.
  • The selected delivery method.
  • An estimated delivery period where available.

Customers should review the confirmation carefully and contact us promptly if any information is incorrect.

An automated order confirmation confirms receipt of the order but does not necessarily mean that fulfilment has started.

7. Shipment confirmation and tracking

Once an order has been handed to the delivery company, the customer may receive a shipment confirmation containing:

  • A tracking number.
  • A tracking link.
  • The courier’s name.
  • An updated delivery estimate.

Tracking information may take several hours to become active after the shipment is created.

Where live tracking is unavailable, delivery updates may be provided directly by the courier.

8. Accurate delivery information

Customers are responsible for providing complete and accurate delivery information.

This may include:

  • Recipient’s full name.
  • Correct city and district.
  • Building, street and unit details.
  • Postal code or national-address information where required.
  • Any necessary delivery instructions.
  • A contact number required by the courier during delivery.

Although customer support is provided through email, a delivery contact number may still be required at checkout so that the courier can complete delivery.

WAHATY is not responsible for delays caused by incomplete, inaccurate or outdated delivery information supplied by the customer.

9. Changing the delivery address

Customers should request an address correction as soon as possible by emailing:

support@wahaty.com

Please include the order number and the corrected delivery information.

We cannot guarantee that an address can be changed after:

  • The order has entered fulfilment.
  • A shipping label has been created.
  • The order has been transferred to the courier.
  • Delivery is already in progress.

Where an address change causes additional courier charges, the customer may be responsible for those costs unless the original error was made by WAHATY.

10. Delivery attempts

The courier may contact the recipient or attempt delivery according to its operating procedures.

The customer should ensure that:

  • The delivery information is accurate.
  • The recipient can be reached.
  • Someone is available to receive the shipment where required.
  • Any Cash-on-Delivery amount is ready at the time of delivery.
  • The delivery location is reasonably accessible.

The courier may make more than one delivery attempt, but the number of attempts is not guaranteed.

11. Missed or unsuccessful delivery

A delivery may be unsuccessful when:

  • The recipient is unavailable.
  • The courier cannot reach the customer.
  • The address is incomplete or incorrect.
  • Access to the building or location is unavailable.
  • The recipient refuses the shipment.
  • A Cash-on-Delivery payment cannot be completed.
  • The shipment remains uncollected from a pickup point.

The courier may reschedule delivery, hold the shipment temporarily or return it to the sender.

Additional delivery or return charges may apply when the unsuccessful delivery resulted from information or circumstances within the customer’s control.

These charges will not apply when the failure resulted from a confirmed error by WAHATY or the courier.

12. Cash-on-Delivery orders

Where Cash on Delivery is available:

  • The complete amount must be paid when the shipment is delivered.
  • Additional Cash-on-Delivery charges may appear during checkout.
  • The customer should ensure that the recipient is available to receive the shipment.
  • The courier’s accepted payment method may vary.
  • Repeated refusal or unsuccessful delivery may result in Cash on Delivery being restricted for future orders.

WAHATY may verify Cash-on-Delivery orders before dispatch.

13. Split shipments

An order containing multiple products may be delivered in more than one shipment.

This may happen when:

  • Products are stored at different fulfilment locations.
  • Items become ready at different times.
  • A product requires specialised delivery.
  • The shipment must be divided because of size or weight.
  • Part of the order is temporarily delayed.

When an order is split, the customer may receive separate tracking details for each shipment.

Unless otherwise disclosed, the customer should not be charged an additional standard shipping fee solely because WAHATY divided the order into multiple shipments.

14. Oversized and heavy products

Large, heavy or unusually shaped products may:

  • Require a specialised courier.
  • Have a longer delivery estimate.
  • Include an additional delivery charge.
  • Be unavailable for certain remote locations.
  • Require the customer to arrange suitable access at the delivery location.

Any known additional charge or restriction will be displayed before checkout where reasonably possible.

Unless expressly stated, standard delivery does not include installation, assembly, removal of an old product or carrying a product beyond the courier’s normal delivery point.

15. Delivery delays

Delivery estimates are provided in good faith but may be affected by circumstances such as:

  • High order volumes.
  • Public holidays.
  • Seasonal promotions.
  • Severe weather.
  • Transport interruption.
  • Courier delays.
  • Remote delivery locations.
  • Product availability.
  • Address-verification issues.
  • Government restrictions.
  • Events outside our reasonable control.

When we become aware of a significant delay, we will make reasonable efforts to provide an update.

Saudi consumer guidance states that a consumer may be entitled to cancel an order where delivery or performance is delayed for more than 15 days from the purchase or contract date, subject to the agreed delivery date, applicable exceptions and circumstances outside the provider’s control.

Nothing in this policy limits any mandatory rights available under applicable Saudi Arabian law.

16. Orders not received

If tracking indicates that an order is still in transit beyond the expected delivery period, contact us at:

support@wahaty.com

Please include:

  • Your full name.
  • Your order number.
  • The delivery city.
  • A brief description of the issue.

We will review the shipment status with the courier.

Customers should contact us within a reasonable period after the expected delivery date so that the courier can investigate the shipment.

17. Shipment marked as delivered but not found

If tracking shows that an order was delivered but the customer cannot locate it, the customer should first:

  • Check the delivery location carefully.
  • Ask household members or authorised recipients.
  • Check with building reception or security.
  • Review any courier delivery message.
  • Confirm that the delivery address in the order is correct.

If the shipment is still missing, email support@wahaty.com promptly.

We may request information required to open an investigation with the courier. The outcome may depend on delivery records, proof of delivery and the courier’s investigation.

18. Damaged parcel or product

Customers should inspect the parcel and products as soon as reasonably possible after delivery.

If a parcel or product arrives damaged:

  1. Keep the product and its original packaging.
  2. Take clear photographs of the outer parcel, shipping label, internal packaging and damaged product.
  3. Do not discard any included parts or accessories.
  4. Email support@wahaty.com with the order number and supporting photographs.

Damage claims must be reviewed before a replacement, return or refund is approved.

Where the damage is confirmed to have occurred before or during delivery, WAHATY will provide an appropriate remedy in accordance with the Return and Refund Policy and applicable law.

19. Incorrect or incomplete shipment

Contact us promptly if:

  • The wrong product was delivered.
  • A product is missing.
  • The quantity is incorrect.
  • An essential accessory or component is missing.
  • The shipment belongs to another customer.

Email support@wahaty.com with the order number and clear photographs of the products and packaging.

Customers should not use, dispose of or return an incorrect item until return instructions have been provided.

20. Refused shipments

A customer may refuse a shipment where there is a clear delivery or product issue, such as:

  • Visible serious parcel damage.
  • A clearly incorrect shipment.
  • Evidence that the parcel has been materially tampered with.

Where a shipment is refused without a valid reason, reasonable shipping and return costs may be deducted from any refund where permitted by law.

Cash-on-Delivery charges and original shipping fees may also be non-refundable for an unjustifiably refused order.

21. Undeliverable and returned shipments

A shipment may be returned to WAHATY when:

  • The address is invalid or incomplete.
  • Delivery attempts are unsuccessful.
  • The customer cannot be contacted by the courier.
  • The customer refuses delivery.
  • The shipment is not collected.
  • Delivery is restricted in the destination area.

After the returned shipment is received, we may:

  • Arrange redelivery after payment of any applicable charge.
  • Cancel the order.
  • Refund eligible prepaid amounts after permitted deductions.
  • Request corrected delivery information.

Original shipping charges may be non-refundable where the delivery failure was not caused by WAHATY.

22. Order cancellation before shipment

A customer may request cancellation by emailing support@wahaty.com.

Cancellation is not guaranteed once:

  • Order processing has started.
  • The product has been packed.
  • A shipping label has been created.
  • The shipment has been transferred to the courier.

If cancellation is no longer possible, the customer may request a return after delivery in accordance with the Return and Refund Policy.

23. Delivery restrictions

Certain products may be subject to additional shipping restrictions because of their:

  • Size or weight.
  • Fragility.
  • Electrical or battery components.
  • Manufacturer requirements.
  • Courier limitations.
  • Destination restrictions.
  • Applicable legal or safety requirements.

Where a product cannot be delivered to the selected location, we may contact the customer, offer an alternative where available or cancel and refund the affected product.

24. Product availability and fulfilment

Products displayed as available may occasionally become unavailable before fulfilment due to:

  • Inventory errors.
  • Supplier delays.
  • Product damage identified during inspection.
  • Unexpected demand.
  • Technical errors.

If an unavailable product affects an order, we may:

  • Contact the customer with an updated estimate.
  • Offer a suitable alternative with the customer’s agreement.
  • Dispatch the available products separately.
  • Cancel and refund the unavailable product.

We will not substitute a materially different product without the customer’s approval.

25. Public holidays and peak periods

Processing and delivery may take longer during:

  • Eid holidays.
  • Ramadan.
  • National holidays.
  • Major sales.
  • Promotional events.
  • Courier peak periods.
  • Severe weather or transport disruption.

Any temporary delivery notice displayed on the website should be reviewed before placing an order.

26. Risk and responsibility after delivery

Responsibility for the shipment normally transfers to the customer when it is delivered to:

  • The customer.
  • A person authorised by the customer.
  • A reception desk or secure location selected by the customer.
  • Another delivery point expressly requested by the customer.

This does not affect the customer’s rights concerning defective, damaged, missing or incorrectly supplied products.

27. Returns after delivery

Shipping-related returns are handled according to our separate Return and Refund Policy.

That policy explains:

  • Return eligibility.
  • Return periods.
  • Defective or incorrect products.
  • Change-of-mind returns.
  • Return shipping costs.
  • Refund processing.
  • Product exclusions.

The Return and Refund Policy forms part of the terms governing purchases from WAHATY.

28. Customer responsibilities

To help us complete delivery successfully, customers should:

  • Review all order details before payment.
  • Provide complete and accurate delivery information.
  • Monitor order and courier updates.
  • Be available during the expected delivery period.
  • Provide any required delivery instructions.
  • Inspect the shipment promptly.
  • Report delivery issues with supporting information.
  • Avoid sharing tracking information publicly.

29. Complaints

We aim to handle shipping complaints fairly and professionally.

Please email:

support@wahaty.com

Include:

  • Your full name.
  • Your order number.
  • A clear explanation of the issue.
  • Relevant photographs or tracking information.

We may need to share limited order and delivery information with the courier or fulfilment provider to investigate the complaint.

30. Changes to this policy

We may update this Shipping Policy to reflect changes to:

  • Delivery providers.
  • Service areas.
  • Fulfilment processes.
  • Delivery charges.
  • Legal requirements.
  • Store operations.

The latest version will be published on wahaty.com with its updated revision date.

Changes will apply from the date of publication unless another effective date is stated.

31. Contact

Questions about shipping or delivery may be sent to:

Email: support@wahaty.com