FAQ

Frequently Asked Questions

What services does SLS Express provide?

Providing high-quality logistical support solutions for commercial and service facilities, transporting goods on an 18-hour day, 6 days a week, with support for cash on delivery service.

How long does SLS Express take to complete contracting procedures and enable delivery requests to be entered?

The contracting procedures will be completed and delivery requests can be entered within 3 working days only.

How long does it take to receive the order from the store?

If the order is entered before 9 am, our team will pick it up on the same day, otherwise the order will be received the next day.

What is the product packaging policy?

Packaging is the responsibility of the merchant, and the shipment should be packed securely by using bubble wrap, carton paper and warning labels.

What is the cash on delivery (COD) service?

Payment on delivery service is a service provided to merchants to deliver their products to customers and then collect the amount from customers on their behalf.

What is the maximum shipment weight?

The merchant must send parcels whose actual or volumetric weight is equal to or less than 15 kilograms. If the shipment contains more than one parcel, the total actual or volumetric weight of the parcel must not exceed 30 kilograms.

How is the weight of the shipment calculated?

The volumetric weight is calculated and compared with the actual weight of the shipment to make sure which is greater, and the larger weight is approved to calculate the shipping cost.

What is the volumetric weight?

It is the dimensional weight. The volumetric weight is calculated by multiplying the length x height x width of the parcel and dividing the result by (5000).

What are the materials prohibited in transport services?

To ensure safety while shipping products, please review our banned items: - Any Shipments which contain any prohibited items, hazardous and dangerous goods/items.

  • Any Shipments which contain any prohibited items, hazardous and dangerous goods/items.
  • Liquid substances.
  • Food.
  • Disinfectants and detergents.
  • Flammable materials.

How can I track my order?

You can track your shipment at any time using the tracking tool shown on our website: https://www.sls-express.com/tracking

How long does my order take to arrive?

  • Intra City*: 24 to 72 working hours.
  • Inter City*: From 4 to 7 working days.

    • *Intra City: All shipments picked up from the same city and to be delivered within the same city.
    *Inter City: All shipments picked up from the customer Hub and to be delivered to destinations outside the city.

What is the return / exchange policy?

You can retrieve the order by entering your account and clicking on Enter Returned Request, and then entering the shipment number to be retrieved from the customer.

If I have a claim for a lost or damaged shipment, how long does it take to process a claim?

From 14 to 30 working days from receiving the claim, if the claim is accepted, compensation procedures will begin, and if the claim is rejected, the reason for rejection will be presented.

Are shipping fees calculated for return shipments?

Yes, the shipping cost is calculated on the return shipments.

Is VAT calculated on the monthly bill?

Yes, VAT is calculated on all services provided by SLS Express.

What are the working hours of the customer support team?

Your inquiries are answered by our customer service team from Saturday to Thursday from 9 am to 5 pm.

How can we contact the customer service team?

We are pleased to serve you and respond to your inquiries through the communication channels:
Email: help@sls-express.com
Toll-free: 800 111 0875