Service Area: Riyadh, Saudi Arabia
 
 
 
Place and Confirm the Order
- Online Orders: Customers can place their meat orders through our website or mobile app, which is available 24/7.
- Order Deadline: Orders placed before 05:00 PM will be eligible for next-day delivery. Orders placed after this time will be processed for delivery within two business days.
- Order Confirmation: Once an order is placed, customers will automatically receive a confirmation email or SMS, which will include the order details, delivery address, and estimated delivery time.
 
 
 
Delivery Days and Hours
- Delivery Days: We deliver every day except Fridays and national holidays.
- Delivery Hours: Standard delivery hours: 12:00 AM - 10:00 PM.
- Preferred Time Slot: Customers can specify a preferred time slot for delivery when placing their order, and we will do our best to accommodate it (subject to availability).
 
 
 
Delivery Charges
- Delivery Charge: 30 SAR for orders below 150 SAR.
- Free Delivery: Orders above 150 ٍَِSAR are eligible for free delivery.
 
 
 
Delivery Process
- Real-time Tracking: Once the order is shipped, customers will receive a tracking link via SMS or email, allowing them to monitor the delivery status in real-time.
- Customer Availability: Customers are required to be available to receive their order at the scheduled delivery time. If the customer is unavailable, our delivery team will contact them to arrange for a rescheduled same-day delivery. A rescheduling fee of SAR 30 may apply.
 
 
 
Quality Assurance
- Product Freshness: We ensure that all meat products delivered are frozen, hygienically packed, and stored under optimal temperature conditions.
- Complaints: If a customer is not satisfied with the quality of the product upon delivery (e.g. freshness and temperature), they must notify our customer service within 24 hours of receiving the order. We will provide either a replacement or a refund based on the circumstances.
 
 
 
Returns & Refunds Policy
- No returns: Due to health and safety regulations, we do not accept returns on meat products once they have been delivered.
- Refund Policy: If a product is damaged, spoiled, or does not meet quality standards, customers can request a refund or exchange. To initiate the refund process, customers must contact our customer service team within an hour of delivery, and provide clear photos of the issue. (Please note that the quality of all products is monitored and ed before they are sent out for delivery by our quality controller).
- Refund Process: Refunds will be processed within 5-7 business days and will be credited back to the original payment method.
 
 
 
Special Instructions
Customers may leave special instructions regarding their delivery (e.g. leaving it with a neighbor, maid, or driver, special handling requests) when placing their order.
We accommodate requests for specific cuts or meat preparation (e.g. trimming fat, marinating, portioning) at no additional cost if indicated during the order process.
 
 
 
Customer Service
- Hotline: For any queries or delivery-related issues, customers can contact our customer service hotline at 9660532442558 (available from 9:00 am to 9:00 pm, Saturday to Thursday)
- Email Support: Customers can also email us at [email protected] for non-urgent issues.
 
 
 
Delivery Restrictions
- Restricted Areas: We currently do not deliver to certain areas outside of central Riyadh. Please check the delivery map or contact customer service to confirm if your location is within our delivery area.
- Holiday Delivery: Delivery on or around religious and national holidays may be subject to delays or restrictions.
 
 
 
Payment Options
Cash on Delivery (COD) or Credit/Debit Cards: We accept all major credit and debit cards for online payments. Mada and Apple Pay: These payment options are available for fast and secure transactions