Shipping & Delivery Policy

We ship from Jeddah, Kingdom of Saudi Arabia, and deliver to all cities and regions nationwide through our shipping partner OTO — a multi-carrier platform connected to 35+ logistics providers including SMSA, Aramex, Naqel, and Saudi Post. • Major Cities: Jeddah, Riyadh, Dammam, Mecca, Medina • Regional Cities: All provincial capitals and major urban areas • Remote Areas: Some remote locations may have extended delivery times Delivery to locations outside Saudi Arabia is not available at this time. All orders are prepaid online — we do not offer cash on delivery (COD).

Estimated delivery times within Saudi Arabia (from Jeddah): • Jeddah & Mecca Region: 1-2 business days • Riyadh: 2-3 business days • Major Cities (Dammam, Medina, Taif): 2-3 business days • Regional Areas: 3-5 business days • Remote Areas: 5-7 business days Delivery times are estimates and may vary during peak seasons (Ramadan, Eid, National Day) or due to unforeseen circumstances. Orders placed before 2 PM (Saudi time) are processed the same day. Orders after 2 PM are processed the next business day. In accordance with Saudi E-Commerce Law, if your order is not delivered within 15 days of the expected delivery date, you have the right to cancel the order and receive a full refund.

We offer the following shipping options: • Standard Shipping: SAR 20 flat rate (orders under SAR 200) • Free Shipping: Orders of SAR 200 and above Shipping charges are calculated at checkout based on your delivery location. All prices include 15% VAT. Note: Express shipping options may be available at checkout depending on your location and carrier availability through OTO.

All orders must be paid online before shipping. We accept the following payment methods through Moyasar, our secure payment gateway: • Mada (Saudi debit cards) • Visa & Mastercard (credit/debit) • Apple Pay • Tamara (Buy Now, Pay Later — split into 4 installments) All transactions are encrypted and PCI-DSS compliant. We do not store your card details.

Once your order is placed and payment is confirmed: 1. Order Confirmation: You receive an email confirmation with your order details 2. Processing: We prepare your order (usually within 24 hours) 3. Shipment: Your order is handed to the carrier through OTO 4. Tracking: You receive a tracking number via email to monitor your shipment in real-time 5. Delivery: The carrier delivers your order to the specified address You'll receive updates at each stage of the process via email. You can track your order at any time by visiting sirbcare.com.sa/track — just enter your order ID and email address.

To ensure successful delivery: • A valid Saudi mobile number is required • Someone must be available at the delivery address to receive the package • Our shipping partner (OTO) will make up to 3 delivery attempts before the order is returned • Incorrect or incomplete addresses may result in delivery delays or additional charges • Please provide your Saudi National Address details for accurate delivery

If you experience delivery issues: • Delayed Orders: Contact us if your order has not arrived within the estimated timeframe • Lost Packages: We will investigate with OTO and the carrier, and arrange a replacement or full refund • Damaged Items: Report within 48 hours of delivery with photos for immediate resolution For any shipping inquiries, contact us at info@sirbcare.com.sa