• Home
  • Shipping policy

Shipping policy

Effective Date: 1 January 2026

This Shipping and Delivery Policy applies to orders placed through the Undereef online store, operated by Aquatic Life Solutions Est.

This policy explains our order-processing periods, delivery estimates, shipping charges, customer responsibilities, and the procedures followed when a shipment is delayed, damaged, lost, refused, or returned.

Nothing in this policy limits or excludes any mandatory consumer right available under the laws and regulations of the Kingdom of Saudi Arabia.

1. Business Information

  • Legal Name: Aquatic Life Solutions Est.
  • Store and Brand Name: Undereef
  • Unified Entity Number: 7053202656
  • Address: Al Narjis, Riyadh, Kingdom of Saudi Arabia
  • Email: info@undereef.com
  • Telephone and WhatsApp: +966 55 669 3676

Undereef is a brand name used by Aquatic Life Solutions Est.

2. Delivery Coverage

We currently deliver to eligible addresses within the Kingdom of Saudi Arabia.

Delivery availability may depend on:

  • The destination city, district, and postal code.
  • The availability and coverage of our logistics and delivery partners.
  • The accuracy and accessibility of the delivery address.
  • The dimensions and weight of the shipment.
  • The nature of the products ordered.
  • Product storage, handling, or transportation requirements.
  • Restrictions applying to liquids, chemicals, batteries, fragile products, or other restricted items.
  • Governmental, carrier, or operational restrictions affecting the destination.

We may decline, suspend, or cancel delivery to a destination that cannot reasonably or lawfully be served.

If we cannot deliver an order after payment has been collected, we will contact the customer and refund the amount paid for the unavailable products and any delivery service that cannot be provided.

3. Working Days

For the purposes of order processing and delivery estimates, a working day means Sunday through Thursday, excluding:

  • Fridays.
  • Saturdays.
  • Official public holidays in the Kingdom of Saudi Arabia.
  • Government-mandated closures.
  • Other closure periods clearly announced on the website.

Customer-service availability on Friday or Saturday does not make those days working days for warehouse processing, dispatch, or courier delivery estimates.

4. Order-Processing Period

Orders may require up to seven working days to process before dispatch.

Order processing may include:

  • Confirming successful payment.
  • Reviewing the order for security or fraud-prevention purposes.
  • Confirming product availability.
  • Inspecting products before dispatch.
  • Picking and packing the order.
  • Verifying the delivery address.
  • Preparing shipping documents.
  • Transferring the shipment to a logistics or delivery partner.

The seven-working-day period is a maximum processing estimate. Many orders may be processed and dispatched sooner.

Processing may take longer where:

  • The customer provides incomplete or incorrect information.
  • Payment confirmation or verification is delayed.
  • The customer requests an order amendment.
  • The order contains a pre-order, backordered, customised, bulky, or specially sourced product.
  • A product requires additional inspection, preparation, or protective packaging.
  • Unusually high order volumes affect operations.
  • Events outside our reasonable control affect inventory, staffing, systems, or transportation.

Where a different processing period applies to a specific product, the different period may be stated on the product page, at checkout, in the order confirmation, or in a separate communication to the customer.

5. Estimated Delivery Period

After an order has been processed and dispatched, delivery may require up to 14 working days.

The ordinary maximum estimated period is therefore:

  • Up to seven working days for order processing before dispatch.
  • Followed by up to 14 working days for delivery after dispatch.

The total ordinary maximum estimate may therefore reach up to 21 working days from order confirmation.

These periods are maximum estimates intended to accommodate differences in destination, courier coverage, shipment type, and operational circumstances. Most orders may be processed and delivered considerably sooner.

No delivery date or time is guaranteed unless we expressly confirm a guaranteed delivery commitment in writing.

6. When the Delivery Period Begins

The delivery period begins after:

  • The order has been successfully paid or an approved payment arrangement has been confirmed.
  • Any required customer verification has been completed.
  • The order has completed processing.
  • The shipment has been handed to a logistics or delivery partner.

A notification that a shipping label has been created does not always mean that the shipment has physically entered the courier network. The delivery period begins when the shipment is dispatched or collected by the relevant service provider.

7. Delivery Address Requirements

The customer must provide complete and accurate delivery information, including where applicable:

  • Recipient name.
  • Active mobile number.
  • City.
  • District.
  • Street name.
  • Building number.
  • Postal code.
  • National Address or short address.
  • Apartment, unit, floor, or villa information.
  • Any access instructions necessary to reach the delivery location.

The customer is responsible for reviewing the delivery information before confirming the order.

We are not responsible for a delay, failed delivery, or additional charge caused by:

  • An incomplete or incorrect address.
  • An incorrect or inactive mobile number.
  • An inaccessible delivery location.
  • Failure to provide requested location information.
  • Failure to answer calls or messages from the delivery provider.
  • A change of address requested after dispatch.
  • Incorrect information supplied by the customer.

Customers should contact us immediately if an address requires correction. We cannot guarantee that an address can be changed after processing or dispatch has begun.

8. Shipping Charges

The available shipping charge will be displayed at checkout before the customer confirms payment.

Shipping charges may depend on:

  • The delivery destination.
  • The order value.
  • The weight and dimensions of the shipment.
  • The selected delivery service.
  • Special handling or packaging requirements.
  • Remote-area or extended-area charges.
  • Charges imposed by logistics or delivery partners.
  • Eligibility for a shipping promotion.

The customer will have an opportunity to review the applicable shipping charge before completing the purchase.

9. Free-Shipping Promotions

Any free-shipping offer is subject to the conditions stated with the offer, which may include:

  • A minimum order value.
  • Eligible cities or regions.
  • Eligible products.
  • A maximum shipment weight or size.
  • A specific promotional period.
  • Exclusion of remote or extended-delivery areas.

A free-shipping offer may be withdrawn, changed, or suspended for future orders, but this will not affect an order that has already been accepted under the offer.

If part of an order is returned and the products retained by the customer no longer satisfy the original free-shipping conditions, the actual original delivery cost may be considered when calculating the refund where this is permitted by law and was appropriately disclosed.

10. Logistics and Delivery Partners

We may use third-party logistics, fulfilment, warehousing, shipping, courier, local delivery, collection, and returns providers to process and complete orders.

The checkout may display a general service description, such as standard delivery or express delivery, rather than the final service provider’s name.

We may select or change a logistics or delivery partner based on:

  • Coverage of the destination.
  • Shipment size and weight.
  • Product type and handling requirements.
  • Service availability.
  • Delivery performance.
  • Operational capacity.
  • Cost and efficiency.
  • Security and reliability.

Changing the service provider does not reduce the customer’s legal rights and should not materially reduce the delivery service purchased.

11. Tracking Information

Where tracking is available, tracking information may be provided through:

  • Email.
  • Text message.
  • WhatsApp.
  • The customer account.
  • The logistics or delivery provider’s tracking service.

Tracking information is generally created and updated by the relevant logistics or delivery provider.

Tracking may not become active immediately after dispatch, and tracking events may be delayed, incomplete, or displayed out of sequence.

A temporary lack of tracking updates does not necessarily mean that a shipment has been lost.

12. Customer Availability and Delivery Attempts

The customer must ensure that:

  • The registered mobile number is active and accurate.
  • The recipient can be contacted.
  • The delivery location is accessible.
  • Someone is available to receive the shipment where required.
  • Any required identification or access approval is available.
  • Delivery instructions are clear and accurate.

A delivery provider may make a limited number of delivery attempts.

If delivery fails because the customer cannot be contacted, provides incorrect information, refuses delivery without a valid reason, or fails to cooperate with reasonable delivery attempts:

  • The shipment may be held for collection.
  • The shipment may be redirected or returned to us.
  • Redelivery may require payment of a new shipping charge.
  • Actual outward and return-shipping costs may be deducted from a refundable amount where legally permitted.

13. Delivery to Another Person

Delivery to an adult person present at the address, a building reception, security desk, authorised representative, or another person nominated by the customer may be treated as delivery to the customer where this is consistent with the customer’s instructions and the delivery provider’s procedures.

Customers should not instruct a delivery provider to leave a shipment unattended unless they accept the reasonable risks associated with that instruction.

We may require signature, identity verification, a delivery code, or another form of confirmation for certain orders.

14. Inspection Upon Delivery

The customer should inspect the external condition of the shipment as soon as reasonably possible.

If the package shows visible damage, the customer should where reasonably possible:

  • Photograph or record the package before opening it.
  • Photograph the shipping label.
  • Record the condition with the delivery representative.
  • Retain all external and internal packaging.
  • Contact us promptly.

Accepting or signing for a shipment does not remove mandatory rights concerning hidden damage, missing products, defects, or problems that could not reasonably have been identified at delivery.

15. Damaged Shipments

If a shipment or product arrives damaged, contact us promptly through:

  • Email: info@undereef.com
  • Telephone and WhatsApp: +966 55 669 3676

Please provide:

  • Your full name.
  • Your order number.
  • A description of the damage.
  • Photographs or video of the external package.
  • Photographs or video of the internal packaging.
  • Photographs or video of the damaged product.
  • A photograph of the shipping label.
  • The serial number or batch number where applicable.

Customers should retain the product and all packaging until the claim has been reviewed.

Confirmed damage claims will be handled in accordance with our Exchange, Return and Refund Policy and applicable Saudi law.

16. Split Shipments

We may divide an order into more than one shipment where reasonably necessary because of:

  • Different stock locations.
  • Product size or weight.
  • Product availability.
  • Courier restrictions.
  • Different handling requirements.
  • Operational considerations.

Where we split an order for our own operational reasons, the customer will not be charged an additional shipping fee unless the additional charge was clearly disclosed and accepted before purchase.

Separate shipments may arrive on different dates and may have separate tracking numbers.

17. Delivery Delays

Delivery may be delayed because of circumstances including:

  • Severe weather.
  • Road closures.
  • Transport disruption.
  • Government measures or restrictions.
  • Official holidays.
  • Customs or import delays.
  • Supplier interruption.
  • High seasonal order volumes.
  • Courier congestion.
  • Incorrect or incomplete customer information.
  • Failure to contact the recipient.
  • Technical or system outages.
  • Events of force majeure.
  • Other circumstances outside our reasonable control.

Where reasonably possible, we will notify the customer of a material delay and provide updated information.

Under the Saudi E-Commerce Law, where delivery or contractual performance is delayed for more than 15 days beyond the agreed period, the customer may have the right to terminate the contract and recover the amounts paid, unless the delay is caused by force majeure or another applicable lawful exception.

For the purposes of this policy, the ordinary agreed maximum period is:

  • Up to seven working days for processing before dispatch.
  • Followed by up to 14 working days for delivery after dispatch.

Nothing in this policy limits a mandatory right available to the customer under Saudi law.

18. Lost Shipments

If tracking shows no meaningful progress for an unusual period or a shipment appears to be lost, contact us through:

  • Email: info@undereef.com
  • Telephone and WhatsApp: +966 55 669 3676

We will submit an investigation request to the relevant logistics or delivery provider.

A refund or replacement may be provided after:

  • The relevant provider completes or materially advances its investigation.
  • The shipment is confirmed lost, damaged beyond delivery, or otherwise undeliverable.
  • We verify the order and recipient information.
  • Any reasonable non-receipt declaration or identity verification has been completed.

We will not require the customer to wait indefinitely for a courier investigation where applicable law provides an earlier mandatory remedy.

19. Shipment Marked Delivered but Not Received

If tracking states that a shipment was delivered but the customer cannot locate it, the customer should:

  • Check with household members or other persons at the delivery address.
  • Check with building reception, security, or authorised representatives.
  • Review any photograph, message, or delivery confirmation supplied by the provider.
  • Contact us promptly.

We may investigate with the delivery provider and request delivery confirmation, location information, a signature, a delivery code record, or other available evidence.

The outcome will depend on the investigation, the customer’s delivery instructions, and applicable law.

20. Shipments Returned to Sender

A shipment may be returned to us where:

  • The address is incomplete or incorrect.
  • The recipient cannot be contacted.
  • The recipient refuses delivery.
  • The provider’s holding or collection period expires.
  • The destination is outside service coverage.
  • Access to the delivery location is restricted.
  • The shipment cannot legally or operationally be delivered.

After receiving the returned shipment, we will inspect it and contact the customer.

Redelivery may require payment of a new shipping charge.

Where the failed delivery was caused by the customer, actual outward and return-shipping costs may be deducted from an approved refund to the extent permitted by law.

Where delivery failed because of our error or the error of a provider acting on our behalf, the customer will not be charged for reasonable redelivery.

21. Changes to an Order After Confirmation

A customer may request a change to an order by contacting us promptly.

We cannot guarantee changes after:

  • Order processing has begun.
  • The order has been packed.
  • A shipping label has been created.
  • The order has been handed to a logistics or delivery provider.

A requested change may affect:

  • The processing period.
  • The delivery estimate.
  • The shipping charge.
  • Product availability.

An address change after dispatch may be refused by the service provider or may result in an additional charge or delay.

22. Order Cancellation Before Dispatch

Customers may request cancellation before dispatch by contacting us promptly.

We will make reasonable efforts to stop the order, but cancellation cannot be guaranteed after:

  • The order has entered processing.
  • The order has been packed.
  • A shipping label has been issued.
  • The order has been transferred to a logistics or delivery provider.
  • A specially sourced or customised product has been prepared.

If the order has already been dispatched, the request will generally be handled under our Exchange, Return and Refund Policy and applicable law.

23. Product Storage After Delivery

After proper delivery, the customer is responsible for storing and handling products in accordance with their labels, instructions, and environmental requirements.

This may include protecting products from:

  • Excessive heat.
  • Direct sunlight.
  • Freezing.
  • Moisture.
  • Contamination.
  • Access by children or animals.
  • Conditions that may damage chemicals, foods, supplements, equipment, or packaging.

Customers should promptly open and inspect temperature-sensitive, consumable, fragile, or time-sensitive products after delivery.

24. Ownership and Risk

Nothing in this policy removes our responsibility for a product that is:

  • Lost before proper delivery.
  • Damaged before proper delivery.
  • Incorrectly supplied.
  • Defective.
  • Materially different from its description.

Following proper delivery, the customer is responsible for reasonable storage, handling, installation, and use of the product.

25. No Value Added Tax Currently Charged

Aquatic Life Solutions Est. is not currently registered for Value Added Tax.

Accordingly:

  • Value Added Tax is not currently added to customer orders.
  • Shipping charges displayed by us do not include a Value Added Tax amount charged by us.
  • We do not currently issue Value Added Tax invoices.

If the establishment becomes registered for Value Added Tax, prices, shipping charges, invoicing practices, and this policy will be updated in accordance with applicable Saudi requirements.

26. Complaints

If a customer is dissatisfied with the handling of a shipment or delivery issue, a complaint may be submitted through:

  • Email: info@undereef.com
  • Telephone and WhatsApp: +966 55 669 3676

Please include:

  • Your full name.
  • Your order number.
  • The shipment tracking number where available.
  • A clear description of the complaint.
  • Relevant photographs, messages, or documents.
  • Your preferred method of contact.

We will review the complaint and seek to respond within a reasonable period.

Customers may also refer a complaint to the competent Saudi authority where entitled to do so.

27. Changes to This Policy

We may update this policy to reflect changes in applicable law, business operations, delivery coverage, logistics providers, shipping charges, or customer-service procedures.

The updated version will be published on the website with a revised effective or update date.

Changes will not retroactively remove rights already acquired by a customer in relation to an accepted order.

28. Contact Details and Service Hours

  • Business: Aquatic Life Solutions Est.
  • Store: Undereef
  • Unified Entity Number: 7053202656
  • Address: Al Narjis, Riyadh, Kingdom of Saudi Arabia
  • Email: info@undereef.com
  • Telephone and WhatsApp: +966 55 669 3676

Customer-Service Hours:

  • Sunday to Thursday: 6:00 PM to 12:00 AM.
  • Friday and Saturday: 12:00 PM to 12:00 AM.

All times are Saudi Arabia time.