Frequently Asked Questions

Customer service is available from 8 AM to 4 PM. For contracted merchants, the Merchant Happiness Centre runs from 9 AM to 9 PM. Every active merchant also has an account manager you can reach directly when you need a fast decision on an order already in progress, such as changing a shipment address or an operational exception. If you are not contracted yet, contact the sales team on 0558558149 or at sales@pr-lo.com and you will get a reply within working hours.

You start by talking to the sales team to size the space you need and your expected order volume, then we open an account for you on the Premium platform. After that you connect your store from your own platform dashboard: open store settings, then shipping and delivery options, then press connect beneath the Premium name, enter your account details in the connection tab and save. Integration is available with Salla, Zid and Shopify, and there is an API if your store runs on another platform. Our technical team handles the setup and trains your team on it.

Yes. Inventory sits in your dashboard and updates automatically with every receipt, dispatch or return, so you never need a manual count to know what you hold. With it come periodic reports on product movement, fastest-moving items and dead stock, plus alerts before an item runs out. Amounts appear in the account statements tied to your orders. Our inventory tracking accuracy is 99.9%, because every movement passes a barcode scan at receiving, storage, picking and shipping.

Once your store is connected you do not send anything manually. Switch the order status to fulfilled in your store dashboard and it moves to our system automatically and enters the picking cycle at the warehouse. Our team then pulls the items from their locations, checks them and packs them, after which the waybill is issued and the carrier is chosen. You follow the order at every stage from that same dashboard, and each shipment carries its own tracking number. If you need to change an order you have just pushed, contact your account manager as soon as you can.

Yes, tracking is available to you and your team inside the system. It covers the order journey from entering the picking cycle at the warehouse, to packing, to waybill issue, to handover to the carrier, until it reaches your customer. Every shipment status and tracking number appear on one dashboard, so you never need to check each carrier website separately. The same dashboard shows inventory and orders in one place, so you follow your store from a single screen.

The waybill is issued electronically the moment the order is pushed to Premium, and it can be exported and printed directly. It carries the sender and recipient details and the shipment tracking number, and it is the document the carrier relies on for pickup and delivery. Because it is generated automatically from the order data coming out of your store, manual entry errors in addresses and mobile numbers drop. A copy of every waybill stays in the system for later reference, and the same tracking number shows in your dashboard so you can follow the shipment without opening the waybill.

Yes, as long as the shipment has not been delivered. Contact your account manager or customer service as soon as you spot the error, because the room to amend shrinks the further the shipment moves along the delivery route. If the shipment has already left, the case can still be handled through your account manager in coordination with the carrier, though that may take extra time depending on where the shipment is. To avoid this, check the address and mobile number in the order data before pushing it to us.

Yes, same-city shipping is available within the coverage area, with delivery in one to three working days. Same-day delivery is available for specific areas inside and around Riyadh, depending on the customer location and when the order was pushed. The carrier for each order is picked automatically from more than fifty delivery partners according to the destination and the nature of the product, so you never have to compare between them yourself. You follow the shipment from the dashboard until it is delivered.

Yes, and coverage spans all regions of the Kingdom through a network of more than fifty shipping partners. Delivery takes one to three working days inside the coverage area and two to seven working days outside it, depending on how far the destination is. The carrier for each shipment is chosen according to the destination and the product nature and requirements, such as whether it needs refrigeration. All shipments appear on one dashboard however many carriers are involved.

No, that service is not available. Our work is fulfilment: we receive your goods into our warehouses, store them, prepare their orders and ship them, so we serve orders whose products are already with us. Moving a shipment from your address straight to your customer address without passing through our warehouse is outside our scope. We can, however, collect your goods from your premises and bring them to our warehouses for an additional fee, after which they enter the normal storage and fulfilment cycle. Having the product ready in the warehouse when the order arrives is what lets us commit to the delivery times quoted.

Yes, in coordination with the operations department. Every destination outside the Kingdom has its own documentation requirements, customs restrictions and rules on which products may be shipped, so international orders are assessed case by case before execution. Pricing is on actual or volumetric weight, whichever is higher, and volumetric weight for international shipping is length by width by height divided by 5000, while the divisor inside the Kingdom is 4000. For details contact your account manager or the sales team.

Contact your account manager directly, or customer service if they are unavailable. Your account manager knows how your store operates, so you reach a resolution faster. Issues are handled as quickly as possible, and delay or damage cases have a defined window: resolution within forty-eight hours at most. Have the order number and shipment tracking number ready before you make contact to save time. Customer service runs from 8 AM to 4 PM, and the Merchant Happiness Centre from 9 AM to 9 PM.

Yes, shipping liquid products is available. Liquids need packaging that prevents leaks and protects the rest of the shipment, so they go through dedicated packing and a check before leaving the warehouse. Carrier selection takes account of restrictions on liquids, since some carriers impose specific conditions on them. If your product needs a chilled environment as well as being liquid, refrigerated shipping is available too. We recommend reviewing packaging with your account manager when you introduce a new liquid item, so the method is set correctly from the start.

Yes, all branches and warehouses are insured. Goods are held in climate-controlled warehouses on organised racking systems, and every merchant has a dedicated zone that separates their goods from others, with security monitoring around the clock. Every entry and exit movement is logged by barcode scan, so each item keeps a record you can go back to for any query or stock discrepancy. Food and medical supplies are stored in areas approved by the Saudi Food and Drug Authority.

One to three working days. The clock starts the moment the order is pushed to us in the system, because the order enters the picking cycle as soon as it is transferred. Same-day delivery is available for specific areas inside and around Riyadh depending on location and when the order was raised. Outside the coverage area it takes two to seven working days. Actual time is affected by when the order was raised, the nature of the product, and whether it needs special handling such as refrigeration.

Two to seven working days, and where it falls within that range depends on how far the destination is and the carrier route to it. Remote areas take longer because shipments to them are consolidated and sent in batches. Inside the coverage area the range is one to three working days. The carrier for each shipment is chosen from more than fifty partners according to the destination. The shipment stays trackable from the dashboard throughout.

Yes, refrigerated shipping is available and complements our cold storage. Food and heat-sensitive products are stored in chilled and frozen zones inside warehouses approved by the Saudi Food and Drug Authority, then shipped in an environment that holds their temperature until delivery. Carrier selection takes account of whether the carrier can maintain that environment the whole way. Details differ by product type and the temperature it needs, so contact the sales team to set what suits your product.

Yes, these are our core services. We receive your goods and store them in space dedicated to you inside our warehouses, then prepare every order that reaches us: pulling items from their locations, checking them, packing them in materials that protect the product, then shipping. Packaging can carry your brand identity rather than neutral packaging. You pay for the space you actually use, and can expand or reduce it with your selling seasons. Contracts are available quarterly, semi-annually and annually.

Yes, the service is available for an additional fee. We collect your goods from your premises or a point you specify and move them to our warehouses, where they enter the receiving cycle: checking quantities, scanning each item barcode, and entering them into inventory at their assigned location. After that the goods appear in your dashboard and are ready for orders to be fulfilled against them. Fees are set by pickup location and shipment size, and agreed with the sales team or your account manager before the first collection.

On actual weight or volumetric weight, whichever is higher. Volumetric weight is length by width by height in centimetres, divided by 4000 for shipments inside the Kingdom and by 5000 for shipments outside it. That means a large light parcel is charged by its size rather than what it weighs on the scale, which is why we reduce empty space inside the parcel when packing. Price details relative to your store volume are set by the sales team in the contract, and all costs are stated in it.

Yes, returns management is part of our services and its costs are stated in the contract. A return follows a defined cycle: collection from the customer, then a quality check to confirm it is fit for resale, then returning what is fit to inventory with the balance updated automatically in your dashboard. That way a sound item becomes available for sale again quickly. What is not fit is separated and reported to you. We deal with your customer at the return stage in a way that preserves their relationship with your store.

Contact your relationship manager, and the matter is resolved within forty-eight hours at most from the time you report it. Have the order number, the shipment tracking number and a photo of the damage if there is any, to shorten handling time. Goods inside our warehouses are insured, and every item has a barcode movement record that helps pinpoint the stage at which the fault occurred. Recurring cases are reviewed with the carrier concerned as part of how we monitor delivery partner performance. The outcome reaches you from that same relationship manager, so you never chase the matter across more than one party.

Yes, the Merchant Happiness Centre, running from 9 AM to 9 PM, twelve hours a day extending into the evening when e-commerce activity rises. The centre is for contracted merchants and handles day-to-day operational queries, from order status to inventory to shipments. Alongside it, every active merchant has an account manager to fall back on for cases needing a faster decision or an operational exception. Contact channels for the centre are on the contact page along with the rest of our channels.

Yes, our warehouses are approved by the Saudi Food and Drug Authority for storing chilled and dry foods and medical supplies, and for third-party leasing. That approval comes with an operational commitment: dry, chilled and frozen zones separated from one another, temperature logging around the clock, a first-in-first-out dispatch system, tracking of batch numbers and expiry dates for medical supplies, and records ready for audit on request. The approval covers receiving and storing third-party goods, so food and medical supply stores can rely on us without needing an approved warehouse of their own.