Shipping Service Level Agreement
Understand Alrahwan Golden service standards, customer responsibilities, pricing, order changes, follow-up and factors that can affect international shipping.
Service Level Agreement (SLA)
This page explains Alrahwan Golden’s service standards for international shipping requests, from receiving an enquiry and preparing a quote to follow-up, delivery and answering questions.
What is a service level agreement?
A service level agreement explains what customers can expect in terms of responses, clear information, order handling, shipment follow-up, responsibility and dealing with unexpected situations. Its purpose is to set practical expectations so customers understand the service before work begins.
Alrahwan Golden uses this agreement to provide a consistent approach to personal and business shipments, particularly international consignments affected by customs, departures, ports, documents or operating conditions in the destination country.
Clear pricing
We explain pricing factors before work begins, including weight, dimensions, destination, transport method and additional services.
Organised follow-up
We provide communication channels for checking an order or asking about a shipment’s stage when needed.
Clearer documents
We explain the documents required for the shipment and destination to reduce the likelihood of delays.
Handling complaints
We receive service complaints and review them against the shipment details and available documents.
Alrahwan Golden’s commitments to customers
We aim to provide a clear, organised service within the limits of the available information, shipment requirements and destination.
Confirming order details
Review the shipment, destination and contact information before processing starts.
Providing an initial or final quote
The quote depends on the completeness of the details, including weight, dimensions, contents and destination.
Explaining requirements
Identify missing documents or information that may affect shipping.
Answering enquiries
Direct customers to the appropriate team for follow-up, changes or shipment status information.
Customer responsibilities that support better service
Service quality also depends on the accuracy of the information provided, particularly for international shipping.
- Provide correct sender and recipient details and contact information.
- Describe the contents accurately and do not conceal prohibited or restricted items.
- Supply weights and dimensions, or carton and item counts, wherever possible.
- Provide invoices or packing lists when required, especially for commercial shipments.
- Keep to agreed collection or delivery appointments.
- Notify the company of changes sufficiently in advance of work starting.
Expected service standards
| Item | Target standard | Notes |
|---|---|---|
| Receiving a quote request | At the earliest available working opportunity | Depends on complete shipment details. |
| Providing a quote | After reviewing weight, dimensions and destination | Furniture and large shipments may require photographs or further details. |
| Order changes | Before work or loading begins | Changes may be limited once shipping has started. |
| Cancellation | Depends on the order stage | Conditions may differ after collection, packing or booking. |
| Shipment follow-up | According to available route updates | Some stages depend on carriers or official authorities. |
| Complaints and feedback | Case review based on supporting documents | Provide the order number, photographs and a clear explanation. |
Service stages from request to delivery
Receiving the request
Record the shipment details, collection city and destination.
Reviewing information
Check whether the details are sufficient for a quote or need clarification.
Presenting the offer
Specify a suitable service, expected cost and applicable terms.
Shipping and follow-up
Collect and prepare the shipment, then follow its progress.
Delivery and completion
Complete delivery and review any service-related feedback.
Factors that may affect service
Circumstances outside the company’s control may affect transport, customs clearance or final delivery times.
- Customs delays or requests for additional documents.
- Conditions at ports, airports or transport providers.
- Weather or force majeure events.
- Incorrect recipient details or difficulty reaching the recipient.
- Prohibited or undeclared items in the shipment.
When should you contact us?
Contact us promptly about any change that may affect the order.
- Changes to the collection or delivery address.
- Changes to carton numbers or contents.
- Additional documents or revised recipient details.
- Requests to cancel or postpone collection.
- Concerns about packing or the shipment’s condition.
Important points before confirming the service
Quoted costs and timeframes are based on the information available when the offer is made. Details may change if the shipment’s weight, dimensions, destination or contents change, or if authorities or carriers impose additional requirements.
Frequently asked questions about the service level agreement
Does the agreement guarantee arrival on a specific date?
Arrival time depends on the transport method, destination, customs and carriers. We explain the expected timeframe, but external factors may affect it.
Can I change an order after submitting it?
Yes. You can request changes before work, booking or loading begins. After that, changes may be limited by the shipment’s stage.
What information helps you quote more quickly?
Shipment type, weight, dimensions, carton count, collection city, destination country and city, and contact details.
Does the agreement cover customs clearance?
It includes explaining requirements and providing general guidance. Procedures and charges vary with the shipment, destination and official rules.
Are there circumstances outside the company’s responsibility?
Yes. Examples include concealed prohibited items, inaccurate information, customs refusal, force majeure and delays caused by external parties.
How do I submit a complaint or feedback?
Provide the order number, a description of the issue, photographs if available and any documents that help us review the case promptly.
Start with a clear, organised shipping service
Send your shipment details. We will help you select a suitable service and understand the requirements before work begins.
Request a quotation for your shipment
Share the collection city, destination and cargo details to discuss suitable transport and pricing.