Delivery Information

By ordering from Lana Pet Store, you acknowledge that you have read, understood, and agreed to our shipping and delivery policy, which means complying with all of its provisions:

If a shipment arrives in an unsound or damaged condition, Lana Store is not responsible for any damages or losses caused by the shipping company. The carrier will be contacted to request compensation for the damage, given that the shipping company is the intermediary between the customer and the store and the shipping policy is in the customer's name. If you wish to exchange or return for any other reason, Lana Store is not responsible for any shipping costs incurred.

All our shipments are tightly packaged inside and out and are subject to all policies, terms and conditions of the service provided by our shipping and delivery broker. Lana Store cannot be asked under any circumstances for any compensation or dues in the event of order confirmation, beneficiary notification or customer receipt of the order except in the following case:

If the item you received is different from what you ordered, or has been poorly stored or expired, you can submit a return request to customer service through approved communication methods, so that they can take the necessary steps regarding receiving the item, examining it, and completing the return or exchange procedures . Return, exchange, and order cancellation policy.

Order registration is available 24 hours a day, 7 days a week. Shipping and delivery time is 2-5 days.

(In seasonal cases, we may face some problems and the period may increase by approximately 3 days)

In the event that any of the products are unavailable or there is any obstacle to delivery, we will contact you via the registered mobile number or email.

All purchase orders are subject to review by our staff after ensuring that the purchase value has been paid through the payment channels available in the Lana store.
The customer is responsible for the accuracy and correctness of filling in his personal and address information in the designated fields.
The customer is responsible for following up on his order with the shipping company, and our store's responsibility ends once it is delivered to the shipping company.
The store is not responsible for the carrier's delay in delivering your order.
The store is not responsible for the customer not receiving the order under any circumstances (note that the shipping company sends 5 reminders for the customer to receive his order)

*The shipment is tracked and received by the customer directly with the shipping company.

-What is the shipping cost within Saudi Arabia?

Shipping cost within Riyadh is 23 riyals, including tax.

Shipping cost to all areas outside Riyadh is 26 riyals.

Shipping costs outside the Kingdom of Saudi Arabia and the Gulf countries (calculated by international shipping companies)

*Free shipping terms

The free delivery offer includes up to 15 kg of shipment weight only, and the customer pays the excess for each kg at 2 riyals, excluding tax.

-What is the approved shipping company?

The approved shipping company for areas within the Kingdom of Saudi Arabia is “Aramex, SMSA” and outside the Kingdom of Saudi Arabia it is “DHL”.

-How many days do I have to wait for my order to arrive?

You won't have to wait long, we'll process your order as soon as you complete your purchase.

Your purchases will be delivered to you within 24 business hours in Riyadh.

Your purchases will be delivered to you within 2-7 business days within the Kingdom of Saudi Arabia.

Outside the Kingdom of Saudi Arabia, it takes 5 to 15 working days, depending on the shipping companies and their workload.

- How can I track my order and where it has reached?

The shipment number will be sent to your mobile number registered in your account with us, and you can go to Aramex, SMSA, or DHL to track my shipment. You can also contact them for any inquiries related to shipping and delivery through the contact numbers.

-Can I change my address after ordering?

Yes, only before order is shipped.

- How will my order be handled if it was shipped but I did not receive it because (I entered the wrong address, I was not available, I entered the wrong contact number, or the delivery representative did not respond) and it was returned to you?

If your order is returned due to an error on your part, the shipping cost will be deducted from the customer.

Shipping outside Riyadh:

The item is ordered directly from the online store and payment is made before shipping through the various payment methods activated in the store.
The expected time for order shipping is from the time the order is shipped until it reaches the customer from 3-10 business days.
Shipping is available to all cities within the Kingdom of Saudi Arabia.
After the shipping process, the customer will be notified of the shipping information immediately.
The customer will be contacted by the shipping company to coordinate the appropriate time to deliver the order.
When the order is sent to the shipping company, the product is outside the authority of Lana Store and the shipping company is responsible for the safety of the order.

Delivery within Riyadh:

After completing your order, Lana's team will contact you to coordinate with you to deliver your order.
If the order status is "Delivering", the order cannot be modified or the customer will pay the delivery cost again.
If the order is within Riyadh, the order will be shipped within 24 working hours.