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Frequently Asked Questions

Frequently Asked Questions

Sending a package

How can I track my shipment?

You can track your shipment by inserting the tracking number into our tracking platform here

What can I send using Sarokh?

Prohibited list (What Sarokh doesn’t allow)

  • Tobacco products of all descriptions
  • Alcohol products
  • Money
  • Bullion
  • Credit Cards
  • Pre-paid cards
  • Jewelry
  • Watches
  • Precious Stones
  • Furs
  • Treasury Notes
  • Securities
  • Stamps
  • Patterns or manuscripts
  • Plans
  • Designs
  • Explosives
  • All Live Stock
  • Weapons
  • Any liquids
  • All toxic substances

Further to the above, Sarokh will not compensate you for loss, damage or late delivery of: Excluded items (but what Sarokh will carry)

  • Badly Packaged goods
  • Antiques (objects over 100 years old)
  • Perishable food
  • Perishable goods
  • Items made of or containing glass
  • Furniture (unless flat packed)

Insurance All risk excludes Second Hand Cargo, Household Goods and Personal Effects. If there is any requirement to insure these please contact Sarokh.

What size and weight shipment can I send with Sarokh?

You may send a range of shipment sizes between 1 kg’s to 15 kgs and shipment weight will be decided by either the actual weight or the volumetric weight whichever is higher.

Can I change the Sarokh Point?

You may change either or both locations prior to dropping off the shipment in case of any query kindly contact sarokh helpline.

When can I expect my shipment to be delivered?

Delivery will normally take 2 to 5 days from the time the shipment has been dropped off. Delivery to and from some smaller regional areas might take a bit longer.

When will my shipment be collected?

The receiver has up to 10 days to collect the shipment, once collected you will receive a confirmation of pickup.

How long do I have to drop off my shipment?

Your sarokh order will stay open on the system for up to a maximum of 30 days, thereafter you will have to contact Sarokh should you wish to use.

Receiving a package

How will I know when my shipment is ready for collection?

You will receive SMS and/or email notification as soon as your shipment has been delivered to your chosen Sarokh Point and is ready for collection.

How long will it take for my shipment to be ready for collection?

Normally delivery will be between 2 to 5 working days from the time the shipment has been dropped off. Delivery to and from some smaller regional areas might take a bit longer.

What do I need to bring to collect a shipment?

All we need is your IQAMA ID and the Sarokh Code for that particular shipment. You will receive a OTP in your email/whatsapp/sms that informs you that your shipment is ready for collection.

I received a message my shipment is delivered but at the Sarokh Point can’t find it?

Are you at the correct Sarokh Point? Please check the collection address you received via SMS and/or email to confirm you went to the right Sarokh Point and still can’t find please contact us through our helpline.

My contact number & email address has changed?

.Without your correct information Sarokh will not be able to provide you with details of your package. Kindly update your information by contacting u

On behalf of me can someone else can pick up my shipment?

Yes if he/she has a IQAMA ID/NATIONAL ID and the OTP code.

How many days can i pick my shipment up?

Sarokh Point will keep the parcel for 10 days from the moment you receive your EMAIL/WHATSAPP/SMS notification. If you have not collected your shipment within 10 days, it will be returned to the sender.

Can I change my Sarokh Point?

Yes, only a slight fee will be charged IF the shipment has already reached the Sarokh Point otherwise it is free of charge.