Shipping Policy

2. Shipping Coverage

Hyogena currently ships exclusively within the Kingdom of Saudi Arabia. International shipping is not available at this time.

3. Shipping Carriers

To ensure reliability, accuracy, and the highest delivery standards, Hyogena partners with industry-leading logistics providers:

• SMSA
• Aramex
• J&T Express

Each partner is selected for speed, service quality, and geographic coverage.

4. Order Processing Time

Orders placed on sa.hyogena.com are typically processed within:

• 24 hours on business days
• Orders placed on official holidays or weekends will be processed the next business day

Processing time includes verification, packing, and handover to the courier.

5. Delivery Timeframes

Standard delivery timeframe across all regions of Saudi Arabia:

2 – 5 business days

Delivery times may vary depending on:

• Customer location
• Peak periods (Ramadan, Sales Events, Saudi National Day, etc.)
• Weather disruptions
• Courier operational conditions

6. Shipping Fees

Hyogena proudly offers free shipping on all orders within Saudi Arabia.

• No minimum purchase value is required.
• No additional handling charges apply.
• This benefit extends to both Hyogena-fulfilled and marketplace-fulfilled products.

7. Order Tracking

Once your order has been shipped, you will receive:

• An SMS notification (if opted-in)
• A WhatsApp message (if opted-in)
• An email containing:

• Courier name
• Tracking number
• Tracking link

Customers may track their order progress at any time.

8. Delivery Attempts

Our partner couriers will make two delivery attempts.

If the customer is unavailable:

• The courier may contact the customer to reschedule
• The order may be held at the nearest courier branch for collection
• In cases of repeated failure, the order may be returned to Hyogena

Additional shipping fees may apply for re-delivery due to customer unavailability.

9. Failed Delivery or Incorrect Address

Customers are responsible for providing accurate delivery details.

Hyogena is not liable for delays caused by:

• Incorrect address information
• Missing building or apartment numbers
• Unreachable phone numbers

If delivery fails due to incorrect customer information, the return and re-delivery process may incur additional costs borne by the customer.

10. Damaged Shipments

If a shipment arrives damaged:

• Take clear photos of the outer packaging and product
• Contact us immediately at info@hyogena.com
• Provide your order number and description of the issue

Hyogena will investigate the matter promptly and arrange a return or replacement where applicable.

11. Marketplace Seller Shipments

As a hybrid marketplace, some products may be shipped directly from approved sellers.

In these cases:

• Shipping timelines remain aligned with Hyogena's standards
• Tracking updates are shared the same way
• Sellers are required to follow Hyogena's packaging and service guidelines
• Any disputes involving marketplace shipments will be handled by Hyogena's customer care team on behalf of the customer.

12. Updates to This Policy

Hyogena reserves the right to revise this Shipping Policy to reflect improvements, regulatory requirements, or operational changes. All updates will be published on this page.