You Talk
Your opinion and feedback matter. Dedicated communication channels give customers opportunities to tell us about their experience.
HEAD OFFICE
Hublog Logistics Express
WhatsApp: +966 551249666
Email: info@thehublog.com
Website: www.thehublog.com
HEAD OFFICE
Jeddah
Bin Humod Center | Second Floor | Sitteen Street, | AL Faisaliyah, Jeddah 21499 Kingdom of Saudi Arabia.
Tel: +966 12 6612456 | Ext: 604
GET IN TOUCH
Tell us what you need
COMPLAINTS & CLAIMS
You talk. We listen. We act.
Customers can submit complaints through available communication channels. Complaints are intended to be handled within no more than five days, with a reference number and estimated resolution duration communicated by SMS or email.
For damaged shipments, the consignee should verify the package condition and record an adverse remark on the applicable hublog logistics waybill or delivery sheet.
COMPLAINTS
You Talk. We Listen. We Act.
We Listen
A complaints management team listens, resolves complaints and works to prevent recurring issues.
We Act
Our dedicated complaints and support process is designed to provide transparency and ease of registration.
COMPLAINT HANDLING
Customer complaint rules
- Customers may file a complaint when the complaint date does not exceed 30 days from the end of the agreed delivery time.
- Complaints shall be handled within no more than five days.
- Each customer receives a complaint reference number and estimated resolution duration by text message or email.
- The customer receives a written response by email or text message.
- The customer may escalate a complaint if it is not answered within the allotted time or is closed without resolution before the deadline.
- Customers may file complaints through available communication channels.
CLAIMS
Easy Claims Management
Claims are assessed independently to help ensure customers are satisfied with the outcome.
What you need
Name, tracking number, mobile number, email address, IBAN, claim description and an uploaded image.
Claim Eligibility
A claim can be filed for lost or damaged shipments and can only be filed by the shipper.
Important Note
The consignee must raise the request using the same mobile number used when booking the shipment.
DAMAGE & CLAIM GUIDELINES
Shipment condition and remarks
- A shipment is termed damaged when the consignee verifies the package condition upon receipt and makes an adverse remark on the Air Waybill, Waybill or Hublog delivery sheet.
- Remarks should be made on the Hublog waybill or Hublog Delivery Sheet when the shipment/package is found not to comply with its condition at pickup.
- Remarks on delivery notes, packing lists, invoice copies or other documents may not be considered claim intimation.
- If no damage/missing remark is made on the Hublog waybill or Delivery Sheet, the related claim may not be honored.
CLAIM PROCESS
From notification to investigation
Notification
Written notification about loss, damage or delay should be provided within the stated claim-notification period.
Investigation
Sales personnel inform the Operations Team, which conducts investigation or survey to validate reported damage.
Documents
Minimum supporting documentation may include claim intimation proof and landed cost invoice information.