Undeliverable Shipments

Occasionally, packages are returned to us as undeliverable.

A shipment might be returned as undeliverable for several reasons:

Incorrect address: If the address is incorrect or outdated the shipment will typically be returned to us by the courier. Please double-check the address carefully when placing your order. For more information about adding, editing, and deleting addresses from your Address Book.

Incorrect address format: If our system doesn't recognize the way an address was entered the shipment may be assigned to a courier that can't deliver to that address.

Failed delivery attempts: Most of our couriers will make more than one attempt to deliver a shipment. Certain packages will always require a signature on delivery. The courier may ask for your Government ID as proof for orders above 1500 SAR. After three attempts, the package will be returned to us.

Refused by recipient: If the recipient at the relevant address rejects the shipment, then it will be returned to us.

Damaged in transit: If a shipment is damaged while it's on its way to you the courier may return it without attempting delivery. In rare cases address labels may become impossible to read in transit. If that happens the courier will return the shipment to us.

Note:

When the courier returns an undeliverable package to us, we'll issue a full refund for prepaid orders, including the delivery costs...

We can't re-ship orders that couriers return to us as undeliverable. If you still want to purchase the items that were undeliverable, place a new order on our website.

Courier Contact Information

Note:

• We are unable to reschedule the delivery before the estimated delivery date in Your Orders.
• You cannot change the delivery address after placing an order.
• If your package shows as delivered, but you haven't yet received it, wait until next day.
• If the courier was unable to reach you during the delivery attempt, they will re-attempt the delivery within 1-2 business days (for remote areas it may take longer). The package will be returned as undeliverable after three delivery attempts.

Nano Protection Layers provides up to date tracking information within Your Orders. If you want to contact the courier delivering your package, use the contact details provided in the table below.

UPS	Phone: 920 002 555 Opening Hours: Sunday to Wednesday, 8:00 AM - 7:00 PM / Thursday, 8:00 AM - 1:00 PM / Saturday, 8:00 AM - 7:00 PM

Missing Tracking Information

Sometimes, tracking information isn't available.

Here are some reasons why tracking information may not be available:

• The first shipment scan may be upon arrival at a regional hub near the destination. This is common when shipping volume is high and packages are processed in bulk. Until this first scan, the carrier may not acknowledge receipt of the package.
• The first package scan may not be until delivery.
• A delay in the updates to the tracking database.

Note: If the estimated delivery date for your shipment has passed and your tracking information hasn't changed, please allow an additional day or two for the shipment to be delivered. Usually packages arrive on or shortly after the estimated delivery date.

Billing and Shipping Addresses

To avoid delays, provide error free billing and shipping addresses. Please update the required information while adding the address in your account.

Here are a few tips to keep in mind:

• Your billing address must match the address that appears on your credit card or bank statement. Be sure to check your statement for accuracy.
• Enter information in the appropriate fields. Provide the correct information in the below fields:
• Country - Make sure that the country is showing as Saudi Arabia.
• Full Name
• Mobile Number - This should be a valid mobile number without any prefixes (+966 or 0), spaces and dashes. This number will be used to assist with scheduling delivery.
• Street Name - Enter the complete street address.
• Building name/no., floor, apartment, or villa no.
• City - Select your city from the pre-defined list.
• Area - Select your area from the pre-defined list.
• Nearest Landmark - A landmark helps us in locating your address. Please specify a well-known place near your address like a Mall, Hotel, Gas Station, etc.
• Do not enter shipping or delivery instructions in any of the address fields. You can use the Select Address Type option and choose either Home or Office. The address types are used to plan your delivery. However, shipments can sometimes arrive early or later than planned.
• For office/commercial addresses, we make our best effort to deliver on weekdays, between 9.00 a.m. and 6.00 p.m.
• For home addresses, we make our best effort to deliver on all days except Friday, between 7.00 a.m. and 9.00 p.m. Friday promises are available for home addresses in select cities.