By your request from the Marimba website or application | MARIMBA you acknowledge that you have reviewed, understood, and agreed to our shipping and delivery policy, which means commitment to this policy including all its contents, and that you are subject to all applicable laws and regulations, and also acknowledge that you are responsible for compliance with any applicable local laws. All our shipments are subject to all policies, terms, and conditions of the provided service from our shipping and delivery intermediary, and the MARIMBA | MARIMBA store cannot be held responsible under any circumstances for any compensation or dues in case of order confirmation, notification to the beneficiary, or customer receipt of the order except in the following case: if the item received is damaged or defective, you can submit a return request to customer service through approved communication means within no more than 3 days from the date of receipt of the order, to take the necessary procedures regarding receipt, inspection, and completion of return or exchange procedures. Return, exchange, and order cancellation policy. First step: after completing your order and changing its status to (In Progress), your order will begin to be prepared. If there are any inquiries, customer service at MARIMBA | MARIMBA will contact you via the registered mobile number in the order. You must provide all correct information (especially the shipping city must be the same as the delivery city, not a nearby city) to avoid canceling the shipment if it arrives in an incorrect city, which would result in order cancellation and deduction of the shipping fee. It is always preferable to provide an alternative contact number for emergency communication in case the primary phone is not answered, and also to write the location in detail to facilitate direct access. Order cancellation policy: The order will be canceled if a shipping waybill is not issued or if the order is not shipped directly through customer service via WhatsApp, and the full amount will be refunded directly to the customer from our side. Return policy: the customer has the right to return the order if the product has not been used (and remains in its original condition) within 7 days of receiving the order by contacting customer service, and the customer bears the full shipping and return costs. The remaining amount will be refunded within no more than 7 working days after receiving and inspecting the product and confirming its safety. The customer has the right to return the order after using it within 3 days of receipt, provided the use is (acceptable experience), and informs us via WhatsApp customer service. The customer also bears the shipping and return costs, and the refund will be processed after receiving and inspecting the product within no more than 7 working days. Exchange policy: the customer has the right to exchange the product after using and trying it within two days of receiving the order, and bears the shipping and return costs if they do not like the smell or want to replace it with another product. The product is damaged or has a manufacturing defect: the customer must contact customer service via WhatsApp and notify us with a video or illustrative photos of the damage or defect within two days of receiving the order, and the order amount plus the shipping cost will be refunded to the customer within no more than 7 working days, or it can be compensated with another product if desired. Second step: your order will be shipped via any shipping company (chosen in the order by the customer). Once your order is prepared, a message will be sent to the registered mobile number in the order with the shipping waybill number for tracking the shipment and coordinating with SMSA Express to receive your order and deliver it to your registered location in the order. If the customer does not receive the shipment, it will be placed at the nearest SMSA branch in the same delivery area for pickup within 3 days of arrival in the same city. If not collected, the order will be returned, and the return fee will be deducted equal to the shipping fee. The customer will be informed of the alternative, most cost-effective shipping method. *The shipment is followed up and received directly by the customer with the shipping company. – What is the shipping cost inside and outside Saudi Arabia? The shipping cost for all areas inside Saudi Arabia ranges from 17
to 30
depending on the shipping company. Shipping to Gulf countries is available via Aramex for all Gulf countries. Second step: your order will be shipped via SMSA Express (other shipping companies will be added soon). Once your order is prepared, a message will be sent to the registered mobile number with the shipping waybill number for tracking and coordination with SMSA Express. If the customer does not receive the shipment, it will be placed at the nearest SMSA branch in the same delivery area for pickup within 3 days of arrival. If not collected, the order will be returned, and the return fee will be deducted equal to the shipping fee. The customer will be informed of the alternative, most cost-effective shipping method. *The shipment is followed up and received directly by the customer with the shipping company. – What is the shipping cost inside and outside Saudi Arabia? The shipping cost for all regions inside Saudi Arabia is 28 SAR, and shipping to Gulf countries will be available soon. – What is the approved shipping company? The approved shipping company for areas inside Saudi Arabia is “SMSA,” due to its safety and high customer care. – How many days do I have to wait until my order arrives? Your wait will not be long, as we process your order immediately after purchase. Your purchases will arrive within 2–5 working days inside Saudi Arabia. **Note: Due to current circumstances (COVID-19 pandemic), there may be delays in delivery or return outside our control. We wish you safety. – How can I track my order and where has it reached? The tracking number will be sent to your registered mobile number in your account with us, and you can go to SMSA to track my shipment, or contact them for any inquiries regarding shipping and delivery through their contact numbers. (SMSA track my shipment) and contact us if you face any problem. – Can I change my address after ordering? Unfortunately, we cannot do so if the order has already been shipped. – How is my order handled if it has been shipped but I did not receive it due to (incorrect address registration, absence, incorrect contact number, or non-response from the delivery agent) and it has been returned to you? If your order is returned due to an error on your part, the shipping cost will be deducted from the customer. Shipping outside Al-Ahsa city: the item is ordered directly from the online store, and payment is made before shipping through the various active payment methods in the store. Soon, cash on delivery will be available for all regions of the Kingdom. The expected time to ship the order is from the time of shipping until it reaches the customer, 2–10 working days. The official working days in the store are from Saturday to Friday. Official holidays and festivals, MARIMBA | MARIMBA will continue to provide its services at all times. Shipping is available to all cities inside Saudi Arabia, and soon to the Gulf and internationally. After shipping, the customer will be directly notified with shipping information. Orders are shipped within 1 to 8 working days, depending on the shipping companies and their workload. The shipping company will contact the customer at the appropriate time to coordinate the delivery. Once the order is shipped to the shipping company, the product leaves the responsibility of MARIMBA | MARIMBA, and the shipping company is responsible for the safety of the order. Delivery inside Al-Ahsa: Cash on delivery service is available only in Al-Ahsa. After your order is prepared, support staff will contact you to coordinate with the Al-Ahsa representative for delivery. If the order status is “In Delivery,” the order cannot be modified, and the customer will pay the delivery fee again. We are here to help! If you have any inquiries, comments, or need support, do not hesitate to contact us through one of the following methods: 1. Customer service via WhatsApp for immediate support, you can contact us at: +9665944882062. Email: If you prefer to communicate via email, please send your inquiries to:
[email protected]
