Shipping 

Description: Salasa has range of selection of shipping companies. These shipping companies are managed by our 3PL team to ensure high performance. These activities will be executed as part of our service for those client shipping with Salasa shipping accounts.

 

Procedure:

  • Once the assigned courier arrived at our facility, they will pick-up the shipment/s.
  • Each courier will sign on a manifest, to ensure that they received all shipment/s.
  • Courier will communicate with the end-user to deliver the shipment/s to door/pick-up from branch. Each courier will do three attempts to deliver the shipment/s.
    • Our 3PL team will track each shipment that is shipped by our account with the couriers and will match the shipment status in our system and courier’s system.
    • In-Transit shipments that are within prescribed SLA time are sent to carriers on daily basis so that can ensure that every shipment is attempted for delivery before it is returned.

Shipment will be delivered to the end-user and COD amount will be collected from end-user, if required.

  • If end-user is not satisfied with the shipment return request will be initiated.
    • Complains are escalated and proper follow up is maintained on cases like delayed delivery, better address / contact details with the couriers.
    • Damaged/missing shipments are reported and claims on spot with the couriers.

 

  • Client will share return shipping label with end-user to replace the delivery label.
  • Courier will pick-up the shipment/s from the end-user.
  • Non-delivered and return shipment/s will be received at our facility.
    • Carriers are regularly asked to return the shipments that surpasses the SLA time based and delivery attempts. 
    •  For International shipment/s:
      • Comprehensive data like full name, ID details in destination country, complete address and valid phone number of end customers must be sought to ensure a faster and smoother delivery process.
      • Customers shall include 5% VAT charges in their sales invoices for any orders across GCC below USD 250 because it will be recovered from the origin under any circumstances.
      • If the invoice amount exceeds the amount, then 5% VAT plus, 5% customs duty along with AED 20 (for UAE) Shall be recovered from the consignee. This amount can be charged back to the origin upon request.
      • It is advisable that to consult Salasa before the launch of any international campaign to check for the clearance process, customs / airlines regulations and other details for a particular or a line of products to ensure success of business campaigns and mitigating undue/hidden overheads.
      • An international shipment shall remain in transit for 15 days, after a reminder would be sent to the customer to check for the better contact details of the consignee within 48-72 hours. The shipping company will have the right to return shipment back to origin in case if customer fails to provide proper address details and this will attract inbound charges plus Saudi customs duties on per shipment basis.
      • Customer shall be informed and updated about any shipping regulation (as and when in effect) in any country so that they can adjust their business strategies accordingly.

 

 

Drop-off & Lockers

Procedure:

  • Upon choosing Redbox Locker option, customer would be directly to a map where he/she can choose the location according to their convenience and complete their order.  
  • Operation will fulfill the order/s.
  • Courier will pick-up the shipment/s. 
  • Each courier will sign on a manifest, to ensure that they received all shipment/s.
  • Once courier deposits the package at the locker, an automated SMS would to customer indicating about the availability of goods in the locker and a tracking link. Package will remain at 
  • locker for 48 hours and will send 2 SMS messages to the consignee reminding him/her about availability of package.
  • Once courier deposits the package at the Drop- off, an automated SMS would to customer. 
  • End-user will go to the selected location to pick-up the shipment. 
  • Courier would go to Locker/Drop-off station to collect the expired or returned shipment and bring them back to our warehouse. 

 

Exceptions:

  • The said period could be extended for every 24 hours for the next 3 days by the Client.
  • For owner pick-up that aiming to pull some of the stock in Salasa facility. Depending on the volume and capacity operation will communicate the lead time for the preparing the products to Account Manager. 

 

 

 


SLA:

SLA

Ideal

Exception

Dispatching to Delivery

  • Tier1: two working days.
  • Tier2: three working days.
  • Tier3: six working days.
  • Tier1: three working days.
  • Tier2: four working days.
  • Tier3: seven working days.

Returns

  • Tier1: seven working days.
  • Tier2: ten working days.
  • Tier3: fourteen working days.
  • Tier1: nine working days.
  • Tier2: eleven working days.
  • Tier3: >30 CN will be raised to courier.

 

Prohibited:

  • If the courier notices that the Black color (Lockers Full) appears during the working hours, then he must bring the shipment back to courier warehouse which then shall be handed over to lockers staff who take care of the rest.

 

 

 

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