Shipping policy

Here’s the English Shipping & Delivery Policy for your Saudi Shopify store (email already set as support@surronksa.com). You can paste this directly into your Shipping Policy page.

Shipping & Delivery Policy

Last updated: 1 / 12 / 2025

Welcome to our store. This Shipping & Delivery Policy applies to all orders placed on this website. Please read it carefully before completing your purchase.

1. Shipping Area

  • We currently ship within the Kingdom of Saudi Arabia.

  • Some remote areas, restricted zones, or locations not covered by our courier partners may not be eligible for delivery. In such cases, our support team will contact you to arrange an alternative solution or a refund.

2. Order Processing Time

  • Orders are usually processed and packed within 1–2 business days after payment is confirmed (excluding Fridays and public holidays).

  • During peak seasons, promotions, or unexpected events, processing times may be slightly longer. We will do our best to keep you informed of any delays.

3. Estimated Delivery Time

Estimated transit time after the order has been shipped:

  • Major cities (e.g. Riyadh, Jeddah, Dammam): 1–3 business days

  • Other cities and remote areas: 3–7 business days

These timeframes are estimates only. Actual delivery times may vary due to weather, traffic, holidays, or courier operational issues. We cannot guarantee exact delivery dates.

4. Shipping Fees

  • Shipping fees are calculated automatically at checkout based on your delivery address, order weight, and parcel size.

  • For large or special items (such as electric bikes, batteries or oversized parts), extra large-item or special handling fees may apply. Any such fees will be shown clearly at checkout.

  • If your order qualifies for free shipping or promotional rates, this will also be displayed at checkout.

5. Shipment Confirmation & Tracking

  • Once your order has been dispatched, you will receive a shipping confirmation email at the address you provided during checkout.

  • The email will include the courier name and tracking number, allowing you to follow the shipment status on the courier’s tracking page.

  • If you do not receive a shipping confirmation email due to a system error or wrong email address, please contact us.

6. Delivery & Inspection

Please carefully check the package before signing for it:

  1. Outer packaging:

    • Minor dents or creases are normal and usually do not affect the product. You may sign for the parcel.

    • If you notice severe damage, obvious leakage, or signs of tampering, please:

      • Take photos of the parcel and damage,

      • Inform the courier immediately and refuse the shipment, and

      • Contact us at support@surronksa.com with your order number and photos.

  2. Large items (e-bikes, batteries, etc.):

    • The courier may require you to show valid ID and sign on delivery.

    • For heavy/large items, delivery is typically to the building entrance or the nearest accessible point; upstairs delivery may not be available and is subject to the courier’s policy.

7. Incorrect Address & Undeliverable Packages

If a package cannot be delivered or is returned due to any of the following reasons:

  • Incorrect, incomplete, or invalid delivery address

  • Customer unreachable or repeatedly unavailable to receive the package

  • Delivery address located in a restricted or non-serviceable area

The parcel may be returned to us or held by the courier. In such cases:

  • We can arrange re-shipment once the address is corrected,

  • Any additional shipping costs for re-delivery may be charged to the customer.

Please double-check your name, phone number and address before placing your order.

8. Pre-Order, Out-of-Stock & Partial Shipments

  • Items marked as Pre-order will show an estimated dispatch date on the product page or at checkout. This date is an estimate and may change due to production or logistics reasons.

  • If your order contains both in-stock and pre-order items, we may:

    • Ship everything together once all items are available, or

    • Split the shipment and send available items first.

  • The specific handling method depends on stock and logistics conditions. If you have a preference, please contact us after placing your order.

9. GCC / International Shipping (If Applicable)

  • If we offer delivery to other GCC countries or international destinations, the applicable shipping fees, taxes and conditions will be clearly indicated on the product page or at checkout.

  • For international orders, custom duties, import taxes and other government charges (if any) are the responsibility of the recipient according to local regulations.

10. Delays & Force Majeure

  • Delivery may be delayed by events beyond our reasonable control, including but not limited to extreme weather, natural disasters, accidents, strikes, public health events, or government restrictions.

  • In such cases, we will assist in following up with the courier, but we are not liable for any indirect losses caused by the delay.

11. Contact Us

If you have any questions about shipping, need to update your delivery address, or require help tracking your order, please contact us:

We will reply as soon as possible during our regular business hours.