Shipping Policy

Where we deliver

We deliver to all regions of Saudi Arabia. Addresses in remote or outlying areas may take one to two days longer than the standard window below.

Cross-border GCC fulfilment is arranged case by case and is not available by default on portal orders. Contact us before offering it to a customer.

Dispatch time

Dispatch time is the working time between an order being approved and the parcel leaving our warehouse. It is set per product, not per platform, and is stated on every product page and in the catalog filters.

An order containing several products dispatches on the longest dispatch time in it, because it ships as one parcel.

• Same day — approved before the daily cut-off, out the same working day
• 0–1 days — the typical case for stocked catalog lines
• 1–2 days and 2–3 days — lines picked from a vendor rather than held stock
• 3+ days — made to order or restocking

Delivery time

Most parcels reach the customer 2–3 days after dispatch. The estimate shown on an order at checkout is dispatch time plus delivery time; it is an estimate, not a guarantee, and public holidays, weather and courier backlogs can move it.

Where a delivery is running materially late, raise a ticket with the order attached and we will chase the courier on your behalf.

Delivery charge

A flat 30 SAR per order. It does not vary by weight, by number of items or by destination inside the Kingdom, and it is charged once per order, not once per line.

The charge is deducted in the profit calculation at checkout, so the profit figure you approve is already net of it. There are no fuel surcharges, remote-area surcharges or handling fees on top.

Cash on delivery

Dropship orders are collected in cash on delivery. The courier collects exactly the COD amount recorded on the order — the amount you entered when you placed it — and that amount is what your profit is calculated from.

Collected cash is reconciled against the order and flows into your payout balance under the payout schedule below. Neither you nor your customer pays a separate COD fee.

Order approval and cancellation

A new order sits as Pending until it is approved, and is then dispatched. An order can be cancelled at no cost while it is still pre-dispatch — a cancelled order carries no goods cost and no delivery charge.

Once a parcel has left the warehouse it can no longer be cancelled; it follows the undelivered or returned path below instead.

Failed delivery

Couriers attempt delivery and contact the recipient on the number recorded on the order. If the customer refuses the parcel, cannot be reached, or the address cannot be found, the parcel is returned to our warehouse and the order is marked undelivered.

You are not invoiced for goods that never reached the customer: an undelivered order carries no goods cost. A 10 SAR return charge covers the delivery leg that was performed, and is deducted from your balance.

The single most effective way to reduce undelivered orders is a confirmed phone number and a specific address — your undelivered rate is on your Performance screen so you can see it moving.

Returns after delivery

Where a delivered order comes back, it is marked returned. The profit that had accrued on it is reversed and the 10 SAR return charge applies.

If that profit had already been settled to your bank, the amount is recovered from your next payout rather than invoiced to you. A negative balance is carried forward and cleared by future earnings; ATSUM does not bill a partner for a clawback.

Goods returned in a saleable condition go back into stock. Goods returned damaged or incomplete are handled through a support ticket case by case.

Tracking

Every order is visible on your Orders screen from placement to delivery, with its full status history. Your customer can track it themselves on the Track Order page using the order number or the Saudi mobile number on the order, without an account.