FAQs

I made my first purchase and received a confirmation email. What should I do now?

Congratulations on your first purchase with Atlab. You need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the Tracking Code.

It’s been 3 to 7 days and I haven’t received my Order yet! Where is it?

Three (3) to Seven (7) business days is the usual timeframe for receiving an item bought on Atlab. Unfortunately, however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include but are not limited to; the seller might not be ready to ship the item from their side, there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues.

How do I track my order? (wrong)

Email is sent with order id as soon you make an order. Order delivery generally takes 2-3 working days. Should you have any concerns you can talk to us through our online chat OR write to our Customer Service Team through the Contact Us page via the inquiry form. We are always there to help you.

What if my item gets lost?

There is no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit card).

My order placed has been over 10 business days now, what is going on?

Again, while we’re sorry you’ve been left waiting for so long, there could be any number of reasons, some of which were listed above – and we apologize for this lengthy delay in receiving your order. However, we will trace your order and take effective action to ensure that it is delivered promptly or in the event the item is neither available nor ready to be shipped out, we will discuss with you a host of alternative solutions to resolve the issue. You can contact our Customer Service Team anytime you wish through the online chat OR Contact Us page via the inquiry form. The Team is at your service.

One thing is certain, you will never miss a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the host country.

This is not what I bought? What shall I do?

Never fear, we will help you in correcting that should this be the case. Also, as an Atlab shopper you have the right to return an item within three (3) days even if it is the exact same item, you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.

What if I decide after three (3) days I do not want the item, if it was a store, I have up to 30 days, what happens then?

Yes, you can - if your item is faulty or not in working condition due to a product defect or not functioning as it is supposed to - then you can still return it and your money refunded. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form. However, if there is nothing wrong with the item and you just want to return it, please note that we do not accept a product back after the three (3) days have passed.

But what if I want to return an item after three (3) days?
According to our Refund policy, we do not give a refund after 3 days of receiving the product.

Do I get the full amount returned / refunded to me for a Returned item?

Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So, if it is a return because you have simply changed your mind then the shipping fees will be retained by Atlab and we will just refund you the item amount paid. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.

Can I replace an item?

At the moment, we do not offer replacements, however you can still return an item. Please see our return policies for that.

What currencies can I pay in?
You can pay only in SAR.

Can I use any credit card for my payment or is there a restriction?
You can use your Visa and Master cards for the payment. You can also use MADA for payment.