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Most Frequently Asked Questions | NAQEL Express

FAQ

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Most Frequently Asked Questions

1. How can I get an idea of my total shipping costs?
For the best estimate, our team can guide you in selecting the right box and shipping option to meet your needs. Please contact our customer service team.
2. What payment methods can I use to pay for the NAQEL Express services?
You can pay in cash for scheduled online pickups or via our Monthly Invoice System if you are a corporate customer with a NAQEL Express account.
3. What type of items can I ship with NAQEL Express?
To ensure safe parcel shipping, NAQEL Express discourages sending prohibited, restricted, or dangerous items to any destination. For more details, download and review our list of Prohibited and Restricted Items. Please note that some countries have additional restrictions, prohibitions, or specific acceptance requirements. Visit our Customs Information page to check country-specific regulations.
4. Does Naqel provide customs clearance service?
Yes, NAQEL offers in-house 24/7 customs clearance services. For more details, please contact us at care@naqel.com.sa
5. What are the required documents for international shipping?
A commercial invoice must accompany the shipment. If the shipment requires any additional documents, our representative will inform you.
6. How long will it take for international shipping?
International shipping duration depends on both the origin and destination.
7. How can I use Naqel services?
To learn about Naqel services, simply call our unified number: 920020505, or contact us via email at care@naqel.com.sa
8. What is the difference between local and international shipping services?
Local shipping is by land only. International shipping is available by air, land, and sea for selected countries.
9. Do you provide warehousing service?
Yes, we provide comprehensive warehousing and fulfillment services. To learn more about our services, simply call our unified number: 920020505, or contact us via email at care@naqel.com.sa
10. What is a tracking number?
A tracking number is a unique number assigned to your shipment, allowing you to track updates, status, and the location of your package. You can find the tracking number in the SMS sent by Naqel or provided by the shipper.
11. How can I track my shipment?

You can easily track your shipment online using the tracking number through the following channels:

Direct Channels:

12. How can I send my location to you?
Once NAQEL receives your shipment, you will receive an SMS with a link to share your location. Please ensure your GPS is enabled before submitting your details. If you need any assistance, don’t hesitate to contact us through Naqel’s available channels.
13. Can I change the delivery day or delivery time?
If you are unavailable at the time of delivery, the package will be returned to the Naqel facility. We will then reschedule the delivery for a later date. To request a change in the delivery day or time, please contact us through Naqel’s available communication channels, and our team will assist you in arranging a more convenient delivery option.
14. Why isn’t there any data when I track my shipment?
If there is no tracking data available, it could mean that Naqel has not yet received your package from the shipper, or the tracking number provided may be incorrect. Please verify the tracking number with the shipper, or try checking again later. If the issue persists, feel free to reach out to our customer support team for assistance.
15. What do I do if my shipment is delayed?
If your shipment is delayed, please reach out to our customer support team for assistance immediately. We will investigate the issue and provide updates on the expected delivery time.
16. How long it will take to receive my shipment once I submit my order?
After NAQEL receives your order from the shipper, you will receive an SMS informing you of the expected delivery date.
17. How can I receive my shipment?
There are multiple ways to receive your shipment. We can deliver it to your doorstep, or you can collect it anytime, day or night, using our Parcel Locker Service.
18. What payment options can I use to pay for my shipment?
You can use the following payment options to pay for your shipment:
  • • Cash
  • • Payment gateway (Mada card only)
  • • POS (Mada card only).
19. How can I return my shipment?
To return your shipment, please contact the shipper directly and request a return. They will provide you with the necessary instructions and assist you throughout the return process. If you need further assistance, feel free to reach out to our customer support team.
20. What should I do after receiving a return request?
Once Naqel receives your return request from the shipper, you will be notified via SMS. You can confirm your location by following the link provided in the SMS. A Naqel courier will then contact you to arrange the pickup of your shipment. If you need further assistance, please feel free to reach out to our customer support team.
21. What should I do after receiving a return request for drop-off instead of courier pickup?
Once Naqel receives your return request from the shipper, you will receive an SMS notification. You can then use the link provided in the SMS to select the nearest branch where you can drop off your shipment. If you need further assistance, please don't hesitate to contact our customer support team.
22. How can I raise a complaint?
You can file a complaint through the NAQEL website's complaints page, chatbots, social media, or by contacting our customer care via call center. For any assistance, feel free to reach out through NAQEL's available channels.
23. When is my complaint resolved?
All complaints will be resolved within a maximum of 7 days. You will receive an SMS notification once your complaint has been closed.
24. How can I apply for a job at Naqel Express?
To apply for a job at Naqel Express, please send your application to the following email address: Saudi.jobs@naqel.com.sa
25. How can I apply for a part-time courier position?
To apply for a job or a part-time courier position, please visit our Driver Part-Time page on our website for available opportunities and application instructions.
26. What is Parcelat?
In the National Parcel Stations Network, we provide the ease and security of our parcel delivery and pickup services through our advanced stations network. When selecting 'Parcelat' for receiving parcels, your shipment will be swiftly placed in the selected station by NAQEL. Stay informed as pickup details are conveniently sent to you through text messages.
27. What is a parcel machine?
A parcel machine is a self-service locker designed for picking up shipments.
28. How can I select Parcelat as pickup point?
You will receive an SMS from NAQEL with a link to select a parcel locker. You can choose your preferred or nearest location. Once your shipment is placed in the parcel locker and is ready for collection, you will receive another SMS notification
29. How does the service work?
You will receive an OTP & location detail as an SMS from NAQEL. Use the instructions in the SMS to pick-up your parcel.
30. What is the machine working hours?
Customers can check machine working hours from Google Maps or contact customer service.
31. Can I pay through parcel machines?
We do not accept payments through parcel machines.
32. What should I do if my parcel was damaged or lost?
If your shipment's contents are damaged or lost, please contact the retailer or shipper you ordered from for further assistance.
33. How long will my parcel be kept in the locker?
Parcels will be kept in the locker for up to 48 hours. After this period, the parcel will be returned to NAQEL EXPRESS
34. How secure are the parcel lockers?
Parcel Lockers are equipped with advanced security features including CCTV surveillance, secure access codes (OTP), and are placed in well-lit, monitored areas.
35. What should I do if the machine is not responding?
If the machine is not responding, please contact Parcelat customer support for immediate assistance.
36. What should I do if I didn’t receive OTP?
Please contact Naqel to resend the code by simply call our unified number: 920020505, or contact us via email at care@naqel.com.sa