In line with Saudi Post | SPL efforts to improve the quality of services and to achieve customer satisfaction The Service Level Agreement defines the duration of the obligation between the service provider and the client, Including service details and standards to be adhered to information, as it does not include the period of completion of the information requested in the event that it is incomplete, or the time taken to process transactions by a third party such as other government entities in the event that the nature of the transactions so requires. Customers must also comply with the terms and conditions of each service as described in the e-services manual. For more information about the services , click here
Help and support
Saudi Post | SPL's website offers optimal assistance for the website, such as FAQs, communication channels and inquiry and complaints.
Privacy and Confidentiality
Saudi Post | SPL places privacy and confidentiality of user information at the top of priorities; and part of the terms and conditions for using SPL's website. For more, please visit the privacy policy page
Communication and engagement channels
Saudi Post | SPL is committed to interacting with and responding to all customer inquiries through the FAQs and Inquiry Complaints page
| Service | Execution time | Availability | Automation rate | Service completion rate |
|---|---|---|---|---|
| Track and Trace | Instant | 24/7 | 100% | 100% |
| Prepare shipment | Instant | 24/7 | 100% | 100% |
| Awfar | Instant | 24/7 | 100% | 100% |
| e-passport delivery | 3-5 Days | 24/7 | 100% | 100% |
| Link Shipment | Instant | 24/7 | 100% | 100% |
| Change shipment destination | Instant | 24/7 | 100% | 100% |
| SMEs platform (Office delivery) | Instant | 24/7 | 100% | 100% |
| SMEs platform (Pickup from address) | 2-3 Days | 24/7 | 100% | 100% |
| Post business | 2-4 Days | 24/7 | 100% | 100% |
| P.O. Box | Instant | 24/7 | 100% | 100% |
| E-P.O. Box | Instant | 24/7 | 100% | 100% |
| Forward P.O. Box content | Instant | 24/7 | 100% | 100% |
| Address directory | Instant | 24/7 | 100% | 100% |
| Customer balance | Instant | 24/7 | 100% | 100% |
| Request National Address identification | Instant | 24/7 | 100% | 100% |
| Add dependents and manage your addresses | Instant | 24/7 | 100% | 100% |
| National Address Proof Verification | Instant | 24/7 | 100% | 100% |
| National Address Plate Installment Service | 12 working days for orders within Riyadh 22 working days for orders outside Riyadh |
24/7 | 100% | 100% |
| *Alami | The delivery time is counted starting from the payment of the shipping invoice, not before. The expected delivery time from the following countries: United States of America: 7-14 working days Singapore: 7-16 working days United Kingdom: 7-14 working days China: 20 working days Japan: 20 working days Thailand: 7-16 working days Taiwan: 7-16 working days Malaysia: 7-16 working days Indonesia: 7-16 working days Australia: 7-16 working days Turkey: 7-10 working days |
24/7 | 100% | 100% |
*After selecting any service provided, such as shipping request, return to merchant, and photo capture, the estimated time for each service is 48 working hours to complete. Any ticket (report) opened will also be closed before 48 working hours have passed.
*All holidays in each country must be considered.