Frequently Asked Questions (FAQ's)

- What is the geographical coverage for “Hawa” services?

“Hawa” provides third-party logistics (Last mile delivery, dry storage and packaging) In Hail City.

- What is the opening/ availability hours for “Hawa” office and customer's care ?

“Hawa” office and customer's care services are available from Saturday until Thursday from 9:00 AM – 05:00 PM.

- Does international shipment available ?

For meanwhile, “Hawa” provides domestic shipment from Hail or from Jeddah, to all regions of Saudi Arabia.

- What is the procedure for signing a contract and integration?

“Hawa” provides basic fee’s for last mile delivery (no minimum quantity of parcels required). Also, contract can be done through several packages based on monthly quantity of delivered parcels (e.g. 3,000 parcels per month).

For integration, “Hawa” having delivery management system (DMS) and API document can be provided. Also, “Hawa” clients will get private account within “Hawa” platform to ease manage and track all activities.

- Does “payment on delivery” service is available ?

Payment on delivery is available for both; package item and delivery fee’s. payment is accepted by cash, debit & credit cards and Apple pay. All choices are available without any extra fee’s.

- What is the settlement procedure for amounts received from final consumers ?

Fee’s which received from last mile delivery consumers (either by cash or credit), will be registered within “Hawa” platform and settlement along with business owner done on weekly basis (In case of paying per order), or on monthly basis (in case of subscribing in monthly packages). No extra fee’s for bank transfers.

- Does “Door to door delivery” service available?

Yes. Once client raise an order through platform, “Hawa” driver will collect the parcel from client’s location and deliver to final consumer or schedule delivery timing based on consumer’s preferences.

Also, packages can be submitted by client in “Hawa” office.

- Does tracking system available ?

“Hawa” clients can track their shipments through “Hawa” delivery system; step-by-step. Final consumer can track shipment through :

"Track Shipment"

- What is the procedure for initiating Waybill ?

After “Hawa” technical team approve order request which raised by client, waybill will be initiated automatically and it will appear in client’s page through platform, so client can print it and tag it to package.

- If package contains more than 1 box, should each box has unique Waybill ?

If a package includes more than 1 box, all boxes needs to have same waybill or it can be included within 1 bigger box as long as it will be received by same person.

- Does precious items able to be delivered ?

Precious items are not allowed to be delivered through “Hawa” services.

- What is the delivery temperature ?

Packages which are between 0 – 10 Kg are acceptable to be delivered or shipped without extra fee’s. Above 10 Kg, extra 1 SAR will be considered for every extra 1 Kg. maximum weight for a package is 15 Kg.

- What is the minimum and maximum weight for package ?

Packages are delivered using vehicles that provides ambient temperature (25 – 35 C).

- What is the procedure for return orders?

In case if order not received by final consumer, order will be return weather to “Hawa” office or client’s location. In case of re-order, it will be considered as new request.

- In case of shipment delay or got defected, what is the action ?

“Hawa” commits that orders are delivered on agreed time. In case of delay, 20% of delivery fee’s will be discounted for every 1 working day delay. In case of delay for 5 or more working days. Order will be delivered for free. In case of defects, it will be subject for evaluation and agreement between both parties.

- What is the duration for last mile delivery and shipment ?

For last mile delivery, it take 1-2 working days. For shipment, it takes 2-3 working days.

- Does stores on “Salla” platform able to be integrated with “Hawa” platform ?

“Hawa” application is available in Salla App store, and it can be downloaded to be used for “Salla” shops through the following link:

" Salla App store "

FAQ questions and answers