Shipping and Delivery Policy

At It’s Water, we are committed to delivering your orders with the best possible quality through suitable and chilled delivery methods to help maintain product quality until it reaches you.


First: Covered Delivery Cities

Delivery is currently available within the following cities:

  • Riyadh
  • Jeddah
  • Dammam
  • Khobar

Delivery coverage may vary within each city depending on the available delivery zones.


Second: Delivery Time

Orders are usually delivered within 1 to 3 business days from the date of order confirmation within the covered cities.

Delivery time may vary depending on the city, product availability, order timing, order volume, seasons, or operational circumstances.


Third: Delivery Fees

  • Free delivery is available for orders of SAR 150 or more.
  • For orders below SAR 150, a delivery fee of SAR 30 will apply.

Delivery fees, if applicable, will be shown to the customer before completing the purchase.


Fourth: Chilled Delivery

Water orders are delivered through chilled or suitable delivery methods according to the nature of the product, to help ensure that the products arrive in good condition.

We recommend that customers receive their orders at the agreed time with the delivery representative to maintain product quality.


Fifth: Delivery Delays

Delays may occur in certain cases beyond the store’s control, including but not limited to:

  • Production delays or temporary product unavailability
  • High demand during offers and peak seasons
  • Public holidays
  • Operational or logistical circumstances
  • Inability to reach the customer or unclear address details
  • Weather or traffic conditions affecting delivery

In case of any delay, the It’s Water team will contact the customer and provide updates through the available communication channels.


Sixth: If Delivery Cannot Be Completed or Product Availability Is Delayed

If the order cannot be delivered within the expected timeframe, or if product availability is delayed, the customer may choose one of the following options:

  1. Wait until the product becomes available and the order is delivered.
  2. Replace the product with another available product, if applicable.
  3. Cancel the order and receive a refund if the order has not been dispatched or cannot be fulfilled.

Refunds will be processed according to the timeframe of the payment provider or bank.


Seventh: Customer Contact and Delivery Coordination

The delivery representative may contact the customer to coordinate the delivery time and location.

Customers are kindly requested to ensure that the following information is accurate when placing an order:

  • Mobile number
  • City
  • District
  • Detailed address
  • Location link, if available

If the customer does not respond to the delivery representative or the address cannot be reached, delivery may be rescheduled based on the representative’s availability and route.


Eighth: Large or Business Orders

Delivery time and delivery arrangements may vary for large orders, corporate orders, or commercial supply requests depending on the quantity, city, and supply schedule.

The customer may be contacted to confirm the details before fulfilling the order when needed.


Ninth: Complaints and Feedback

Customers may submit complaints or feedback through the official communication channels available on the It’s Water store.

Complaints will be received and followed up. The customer will be contacted within 24 hours of receiving the complaint, and the issue will be handled within an estimated period of up to 3 business days, depending on the case.

If the complaint is related to a delivery delay or failed delivery, the customer will be provided with a clear update on the order status and the available options.


Tenth: Important Note

The delivery time mentioned is an estimated timeframe. We always aim to deliver orders as quickly as possible while maintaining product quality.

By completing the order, the customer acknowledges and agrees to the Shipping and Delivery Policy stated on this page.