FAQ

Can I buy online from Wheels website?

Yes, you can buy most of our products & will be shipped inside Saudi Arabia only

What is the minimum purchase value?

There is no minimum order value for online orders.

How can I know if the product is available online in Wheels website?

All products that contain "add to cart" button is available to buy online.

Is it safe to buy online?

Buying from Wheelsbikes.com is secure and we are taking the utmost safety standards.

What are the requirements to buy from Wheels website?

1. Customer must create an account in wheelsbikes.com
2.Must have a Credit card or MADA card
3. Shipping Address must be clear & correct.

Are all products available online?

No, lots of products are available online.
We are working to make them all available.

My Account

How do I create an account on Wheels website?

You can create an account in Wheels website by following the steps below:
• Go to Register/login page
• Click on “Register”
• Fill in the required fields
• Click register
• Confirmation of registration email will be sent.

Forgot your password?

Click on Register/log in
• Enter your email address and click on "Forgot my password?" link.

Can I edit my account info after registration?

Yes, you can edit and change your account info by logging in and then go to Account Information Page contained in "My Account" link

What are the payment methods available for buying online?

You can buy using the following payment methods:

-      Credit Cards (Visa, MasterCard and American Express).

-      MADA debit cards

-      Cash on Delivery: Please note that an additional Cash on Delivery service fees of 15SR* will be charged and added to your order amount when choosing Cash on Delivery service regardless of the number of items contained in your order.

 

Please note that it is possible for some payment methods to not be available for some orders with certain order amount limits and on certain product types and categories, and Wheels reserves the right to determine the availability conditions for all payment methods.

 

* Inclusive of VAT

Can I pay using a Prepaid credit card?

Yes you can use a prepaid credit card (Visa and Master Card)

Is Cash on Delivery available?

Yes, Cash on Delivery is now available on some orders with a maximum order amount limit of SR4000.

Can I pay using Purchasing Cards (Cashio, OneCard… etc)?

The service is not available at this time.

Can I pay using reward programs partners (QITAF, My Reward Points, HASSAN and TEDALLAL… etc)?

The service is not available at this time.


What is Wheels's delivery company?

We deliver through SMSA company.


How long does it take to deliver online orders?

The estimated delivery date can be checked on the product details page or during checkout in the shopping cart page.

 

In general, we deliver within 1-3 working days from purchase date (major cities) and within 10 maximum for the rest of Saudi cities.

Due to the surge in orders during offer periods, orders delivery could take longer than the unexpected delivery date at the time of purchase. We assure you that we always work hard to prepare, ship and deliver your orders at the soonest possible.

How much does it take for the delivery company to pick up the product?

It takes one working day & 3 days maximum

How much does shipping & delivery cost?

The general terms for shipping & delivery cost depend on the value and total weight of the order as follows:

-          No shipping cost for orders with the value of SR500 or above.

-          For orders below SR500, the shipping cost is SR30 (5% VAT Inclusive).

Can you ship to any city?

Yes, currently we ship to most cities inside Saudi Arabia.

Is it possible to collect more than one order in one shipment?

No, each order is shipped separately with individual invoice & tracking number.
Due to the size of some products, one order can be shipped in more than one package but all packages will have one order tracking number.

Can I edit my shipping address after order confirmation?

Yes, you can (for orders that yet to be picked up by delivery company). Call our unified contact No 920007041.

Can I track my order & know my order status?

Yes, you can by doing the following:
• Log in to your account in Wheels.com
• When Your Order Page appears", select the order to know the status.
• Order Page will show all the detailed information you need.
• We are more than happy to help you with our unified contact No 920007041.

Why is the shipping company is calling me?

Usually, the shipping company don't call you unless the shipping address was not clear ( in order to deliver your order in the right time)

How is the shipping weight calculated?

The shipping weight is equal to the Shipping Box’s Volumetric Weight or the Product’s Weight, whichever is greater.

* Shipping Box Volumetric Weight = (box length * box width * box height)/ 4000

Can I cancel an online order from Wheelsbikes.com?

Yes, you can cancel your order if it is still in "In Fulfilment"
Cancellation is no longer allowed after this stage. Call our unified contact No 920007041.


Can I cancel part of my order?

No, you can't cancel your order through the website, but you can do that by calling our call centre team

How to refund money if the order was cancelled from technical reasons?

In case the order was cancelled from technical reasons:
 The amount has not been deducted. It will be released by the bank within 3-7 days.

What are the steps to cancel an order?

Call our unified contact No 920007041


Can I return or exchange what I purchased online?

Yes, items can be exchanged or returned depending on Return and Exchange Policy.

How do I return or exchange a product purchased from the website?

All online orders can be exchanged or returned by visiting the nearest Wheels branch.

If the branch is not available in your city, please contact us at the unified number for your service 92000 7041.

A representative of the shipping company will come to pick the order and the amount will be returned to your account.

What is the duration of your Returns and Exchange for online orders?

Duration depends on the date of receiving the order. & you must have the sealed invoice that arrived with the shipment.

What to do in case I received different order from the one I ordered?

First, we apologize for the inconvenience & do not worry.

According to Wheels’ Returns & Exchange policy, you can return the item within 3 days after receiving & exchange within 7 days.

The product must be in the same original condition & with the original packaging.

How long does it take to process my return through shipping company?

After receiving the shipment and making sure the product is fine, a return request will be sent to the bank within (maximum 2 working days)
Regarding the refund, it’s based on your bank transactions as follows:
Credit card: maximum period of 45 days
MADA Payment: maximum of five working days "

Will I get back my money in case the shipping company returned my product?

The money will be returned after deducting the shipping charges. And you will be free of charges If the product is contrary to what has been declared the website OR there was a manufacturing defect.

Warranty Policy

What is Wheels Return & Exchange Policy for online orders?

Same policy & procedures will be followed as Showrooms on Ecommerce Order (Website Orders) for returns, exchange, and warranty.

What is the duration of the warranty and who is the warranty service provider for products I bought online?

You can know the duration of the warranty and the warranty service provider through one of the following:
* Visiting warrant section in trekbikes.com.
* For more help, please call our unified contact No 920007041.

Do all Wheels Showrooms provide warranty and maintenance services?

Yes, all Wheels Showrooms provide the service for receiving a product to the warranty service.

If there is no Wheels branch in the city, please contact us at the unified number 920007041 and a representative from the shipping company will collect the order and send it to the Warranty Service provider on your behalf.