If your shipment was lost, delayed, or damaged in Saudi Arabia, you have legal rights under the Saudi Postal Law and the regulations issued by the Transport General Authority (TGA).
Whether the shipment was sent through SMSA, Aramex, SPL, DHL, Naqel, or any licensed courier company, you can file a complaint and request compensation if the company fails to deliver your package properly.
This guide explains exactly what to do, how to file a complaint, and when you may be entitled to compensation.
What Are Your Rights as a Customer in Saudi Arabia?
Under Saudi regulations, shipping companies must:
- Deliver shipments in proper condition
- Provide accurate shipment tracking
- Respond to complaints within the legal period
- Compensate customers for eligible loss, damage, or delays
Customers also have the right to:
- File a complaint within 30 days
- Escalate unresolved complaints to TGA
- Request compensation for damaged or lost shipments
Step 1: Document Everything Immediately
If your shipment arrives damaged or goes missing, start collecting evidence immediately.
Important documents include:
- Shipping waybill or tracking number
- Photos of damaged items
- Photos of external packaging
- Screenshots of shipment tracking
- Emails or chat conversations with the courier company
- Invoice or proof of item value
Tip: If the package is visibly damaged, take photos before opening it.
Step 2: Report the Problem to the Shipping Company
You must first file a complaint directly with the courier company. You can usually do this through:
- Official website
- Mobile app
- Customer service hotline
- Branch office
When submitting the complaint:
- Clearly explain the issue
- Attach supporting documents
- Request a complaint or ticket number
- Keep the complaint number safely for future escalation
Step 3: Wait for the Official Response
Under Saudi regulations, the shipping company must respond to your complaint within 5 to 7 working days.
The company may:
- Approve compensation
- Offer replacement or refund
- Reject the claim
- Request additional evidence
If they fail to respond or refuse a reasonable solution within this period, you have the right to escalate the complaint to TGA.
Step 4: Escalate the Complaint to TGA
If the issue remains unresolved, submit a complaint to the Transport General Authority (TGA). TGA oversees licensed postal and logistics companies in Saudi Arabia.
You can escalate through:
- TGA’s beneficiary services platform (login via Nafath)
You will typically need:
- Complaint ticket number
- Tracking number
- Shipment documents
- Photos and evidence
- Details of the issue
TGA will take the necessary actions according to the regulations once the complaint is reviewed.
Step 5: Know When You Can Claim Compensation
You may qualify for compensation if your shipment was:
- Lost
- Totally damaged
- Partially damaged
- Excessively delayed
Compensation may include:
- Refund of shipping fees
- Value of lost contents
- Compensation for damaged goods
The amount usually depends on:
- Declared shipment value
- Insurance coverage
- Shipping terms
- Supporting evidence
For insured shipments, compensation may reach 100% of the declared value.
What Happens if the Shipment Is Delayed?
Saudi regulations may allow compensation for excessive delivery delays. In many cases:
- Shipping fees may be refunded
- Compensation increases for major delays
Always save tracking screenshots showing the delay timeline.
What Is Considered a “Lost Shipment”?
A shipment may legally be considered lost if:
- The courier cannot locate it
- Delivery fails for an extended period
- The company officially declares it missing
Under beneficiary protection regulations, shipments significantly delayed beyond the expected delivery date may be treated as lost. Contact TGA for the specific timeframe applicable to your case.
Important Deadlines You Should Not Miss
One of the biggest mistakes customers make is waiting too long. Under Saudi postal regulations:
- Complaints should generally be filed within 30 days of the incident
Delays in reporting may result in losing your right to compensation.
When Should You Go to Court?
For high-value disputes or major financial losses, customers may file a case with the Saudi Commercial Court. This is usually considered when:
- Compensation is denied unfairly
- The loss amount is significant
- The dispute involves business shipments
Large compensation claims may require a licensed lawyer.
Tips to Protect Yourself Before Shipping
To avoid future problems:
- Always declare the actual item value
- Purchase shipment insurance for expensive items
- Keep invoices and receipts
- Use licensed shipping companies
- Take photos before sending valuable items
These steps make compensation claims much easier.
Final Advice
If your shipment is lost or damaged in Saudi Arabia, act quickly.
Start by documenting the issue, file a complaint with the courier company, and escalate the matter to TGA if necessary.
Most importantly, do not miss the legal complaint deadlines.
Having proper documentation and evidence can significantly improve your chances of receiving compensation.