Frequently Asked Question's

Q. Which countries do you ship to ?

(See Answer)


Currently, we ship mainly to Kingdom of Saudi Arabia. However, if you are based in any other country apart from Saudi Arabia please contact us with your details. We will get back to you with further information!

Q. How do The Teleporters calculate the Billable Weight ?

(See Answer)


We follow the international standard to determine the Billable Weight of a shipment. All international shipping carriers base their shipping rates on the Billable Weight, which is the greater of Actual Weight or Dimensional Weight.

Actual Weight is the weight of the package when put on a scale. Dimensional Weight is based on the size of the package. Large items that have a small Actual Weight, like pillows and lamp shades, will have a larger Dimensional Weight.

Volumetric weight is calculated by multiplying the length x height x width of a package and dividing the result by a volumetric factor.

That factor varies with the unit of measure. Since we use kilograms to calculate shipping charges, we use the following formulas to calculate volumetric weight:
L (cm) x H (cm) x W (cm)

For up-to-date information on how Dimensional Weight is calculated by the shipping carrier, please visit the DHL website.

Q. What is the Repacking service ?

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We may repack your item in two situations:

  • If the shipment is inadequately packed (either damaged or insufficient for international transportation), we will repack it for you for added protection and security.

  • If the package has a high volumetric weight, we repack it into smaller padded envelopes to reduce their volume, therefore; lowering the shipping charges. Experience tells us that shipments repacked save over 20% in volume, which represents a saving to you of between SAR 40 to SAR 60, on average.

Note: We do not merge two or more shipments into one. We do not repack all goods.


  • We do not open any inner sealed or shrink-wrapped packaging.

  • We do not repack merchants' specialised branded packaging such as "designer" boxes or wrapping for shoes, boots, clothing and fashion accessories.

  • If an item is gift-wrapped, we will not repack it.

  • We highly recommend not ordering fragile or special care items. However if you need to ship fragile or special care items, please ensure proper packaging by the merchant.

  • We do not repack fragile or breakable items.

  • We do not repack goods such as:

    • Large electronic goods (laptops, notebooks, kindles, etc.)

    • Computer components/parts

    • Computer accessories (mouse, keyboard, etc.)

    • Any other parts or accessories such as headphones

    • Auto-parts and car parts

    • Shoes

  • We are unable to reduce the size of shoe boxes due to the risk of damages that may be caused in transit.

Q. How consolidation works ?

(See Answer)


Consolidation is the process of combining multiple items into one order so all your packages will be delivered together but in their original packages. Lets say you buy the latest smartphone and a couple of T-shirts. The Teleporters will put the original boxes together to be treated as a single shipment, so you will receive the multiple packages in one shipment.

Note: Consolidation does not involve repacking multiple packages into one box.

Q. What are the benefits of consolidation ?

(See Answer)


Due to the handling cost associated with Express Services (which includes courier pickup, customs clearance and courier delivery), the first half kilo is usually the most costly for international shipments.

When packages are shipped separately, each package will bear the burden of a minimum charge for the first half kilo.

In the example below, 5 packages are shipped separately to the same address. Each one weighs 1 kg.

Package 1 = SAR 70 - 1kg

Package 2 = SAR 70 - 1kg

Package 3 = SAR 70 - 1kg

Package 4 = SAR 70 - 1kg

Package 5 = SAR 70 - 1kg

Total Cost SAR 350 - 5kg

As an alternative, when shipments are consolidated, multiple packages are shipped together in one single order to the same address.

The shipment minimum (which is the 1st half kilo) is satisfied with the first package, eliminating the minimum charge for each.

When the same 5 packages are shipped through consolidation, you will save a significant amount in the shipping cost…

Package 1 = SAR 70 - 1kg

Package 2 = SAR 15 - 1kg

Package 3 = SAR 15 - 1kg

Package 4 = SAR 15 - 1kg

Package 5 = SAR 15 - 1kg

Total Cost SAR 130 - 5kg

Savings SAR 220

Q. How do I use the concierge services ?

(See Answer)


Let us buy your items for you!

Use our Concierge Service:

  • After you register, simply log into your account and click on the "Concierge Order" link, complete the order form and proceed with payment.

  • We will order the item(s) for you and provide you with (Order placement / Shipping / Delivery) confirmations.

  • Once the item(s) arrives at your suite, you can choose to forward it to you or combine with other items before forwarding it.

We will automatically cancel any order, without cost to you, if:

  • The information provided is insufficient;

  • Any item is out of stock;

  • The total price is higher than authorized.

Q. What forms of payment are accepted ?

(See Answer)


You can pay for the shipping fees and/or your concierge purchases using the following range of payment methods at the checkout:

  • Paypal

  • Credit Cards (Visa, MasterCard, Discover, American Express and most other major Credit cards)

Note: Checks, Moneyorders or WesternUnion are not accepted at this time.

Q. Some merchants ask for a US Phone number when I checkout on their websites, what should I provide them ?

(See Answer)


You can provide them with The Teleporters contact number mentioned in your Dashboard>Suite Numbers.

Q. Some merchants require a credit card with a US/UK billing address. I don't have one, what can I do ?

(See Answer)


There are several things you can do:

  • Use our Concierge Service: Let us buy your items for you!

  • You may try to get a Debit Card with your US/UK address with The Teleporters as the billing address.

  • Contact your credit card issuer and request that a secondary address be added to your card. Use the address we provided you as your secondary address. Most credit card companies will allow this.

Q. Do quoted shipping rates include Import Duties and Taxes ?

(See Answer)


While our shipping rates include all shipping and handling costs, you may still be responsible for certain Import Duties and Taxes levied against the shipment by your country. The Teleporters is not responsible for any delays in shipping associated with customs difficulties. For more information, we suggest contacting the local customs office.

Q. Can I declare another value on my items in order to lower Import Duties and Taxes ?

(See Answer)


You may declare whatever value you want on the item. That will be value that we declare on your package when we forward it to you. We always recommend declaring a reasonable value to avoid unnecessary delays or penalties when the package arrives in your country.

Q. What items am I prohibited from shipping ?

(See Answer)


Please visit the prohibited items list. The list includes items that are specifically prohibited from being imported into Kingdom of Saudi Arabia and the requirements for importation. For any other country, please contact us directly.

Q. How do I track my shipment ?

(See Answer)


We'll email you as soon as your goods have arrived at our warehouse address! At this time, you can either choose to have the packages shipped right away or opt for consolidated shipping and wait until other packages have arrived as well. You'll receive an email as soon as your goods have shipped.

All tracking information and status of online orders can be accessed from the Dashboard.

Q. What happens if my goods arrived damaged to The Teleporters suite ?

(See Answer)


Our staff may refuse to receive any package that shows obvious external signs of damage or missing contents. If that happens, the package will be rejected and returned to the sender and we will notify you.

The Teleporters doesn't have the responsibility to inspect the contents of every package for determining the condition of the goods when they are received at the suite.

If during inspection and handling any damage is found in your packages, you will be notified immediately via email about the damages. Please contact the merchant directly to arrange an exchange/refund and please let us know how to proceed with the shipment.

Return fees may apply for returning a damaged item from our warehouse to the merchant, unless a prepaid return label is provided or collection by the merchant.

You will need to communicate directly with the merchant about return shipping charges and refunds.

Q. Should I enter my Suite number in the shipping address field when I place my order ?

(See Answer)


Yes - your Suite number is your unique identifier and the primary means to identify you as a The Teleporters customer when your package arrives at our warehouse. The format given is the most common address format used by merchants. However, this can vary from merchant to merchant.

Your Suite Number is very important and you may have to enter it after your name or in address line 1 depending upon the merchant. Some merchants do not accept the hyphen (-) between the two numbers, in which case, please enter a space.

If a Suite number is not included on the delivery address, we may have difficulty identifying that it is your package and additional fees may apply.

If you are expecting a package and haven't received a notification from The Teleporters, please contact us. This will help expedite locating your package, especially if the merchant didn't include the correct Suite number on the address label.

Q. What is the "Vanila Points System" (VPS) ?

(See Answer)


The Vanila Points System is a reward based scheme where customers can collect loyalty points everytime they make a purchase via The Teleporters.

Currently the vanilas can only be collected and redeemed through your Dashboard at checkout. However, we will soon be launching a much more wider range of rewards system for our customer base.

Q. How does the VPS work ?

(See Answer)


Whenever you make a purchase (excluding membership fees) you will automatically collect your vanilas.

For Basic Members:

You are not entitled to this scheme unfortunately.

For Gold Members:

For every SAR 1 you spend on The Teleporters, you will receive 1 vanila.

For Platinum Members:

For every SAR 1 you spend on The Teleporters, you will receive 2 vanilas.

You will automatically start collecting vanilas from your first payment. There is no need to seprately opt for this service, as this is part of the package.