Question 1

How long does shipping take?

Accepted Answer

Delivery times depend on the supplier, the product, and your location within Saudi Arabia. Where an estimate is available it is shown before you place your order; large, made-to-order, and imported items usually take longer. Contact support@areathirteen.com for questions about a specific order.

Question 2

What are the shipping costs?

Accepted Answer

Shipping costs vary based on the size, weight, and destination of your order within Saudi Arabia. The exact shipping cost will be displayed at checkout before you complete your purchase.

Question 3

How can I track my order?

Accepted Answer

Sign in and open Orders in your account to see each order's live status. Once a shipment is on its way, its tracking details appear on the order and we email you as it moves.

Question 4

Do you ship internationally?

Accepted Answer

No — we deliver to addresses in Saudi Arabia only. Some products come from international vendors: they are imported and cleared through customs for you before local delivery, and any import charges are included in your order total at checkout. Contact support@areathirteen.com if you have questions about your delivery location.

Question 5

What happens if my package is lost or damaged?

Accepted Answer

If your package is lost or arrives damaged, please contact our support team within 48 hours of delivery. We'll investigate and arrange for a replacement or refund as appropriate. Please keep all packaging materials for damaged items.

Question 6

What is your return policy?

Accepted Answer

Most items can be returned within the return window shown on your order, counted from delivery. Items must be unused and in their original packaging. Made-to-order and custom items may not be eligible. See our Returns & Refunds page for complete details.

Question 7

How do I return an item?

Accepted Answer

Sign in, open the order in your account, and choose "Request return". Pick the items and tell us why. Our team reviews every request and replies with the next steps.

Question 8

How long do refunds take?

Accepted Answer

We issue the refund once your return is approved, and email you when it has been sent. Card payments go back to the card you paid with — your bank may take 5-10 business days to show it. Bank-transfer payments are refunded by transfer to an account in your name.

Question 9

Who pays for return shipping?

Accepted Answer

If an item is defective, damaged, or not what you ordered, returning it costs you nothing. For a change-of-mind return of an item from a Saudi-based vendor, nothing is deducted either. Only a change-of-mind return of an imported item has the return delivery cost deducted from the refund — and that deduction is never larger than the refund itself.

Question 10

Can I exchange an item instead of returning it?

Accepted Answer

We don't process direct exchanges. Request a return for the original item and place a new order for the one you want — that way the replacement ships right away instead of waiting on the return.

Question 11

What payment methods do you accept?

Accepted Answer

You can pay by card or by bank transfer. Cards (Visa, Mastercard, American Express, and debit) are charged immediately and processed securely by our payment processor, so your card details never reach our servers. Bank transfer has no processing fee: we show you the Area 13 account to send to, you upload your proof of transfer, and we confirm the order once we match it against our bank statement.

Question 12

Is my payment information secure?

Accepted Answer

Yes, we use industry-standard SSL encryption and PCI-compliant payment processing through Stripe. We never store your full card number on our servers. All payment data is securely handled by our payment processor.

Question 13

Why was my payment declined?

Accepted Answer

Payment declines can happen for several reasons: insufficient funds, incorrect card information, expired card, or security checks by your bank. Please verify your card details and contact your bank if the issue persists. You can also try a different payment method, such as bank transfer.

Question 14

Can I pay in installments?

Accepted Answer

Not at the moment — we don't offer installment plans. For large orders you can request a quote, and quotes can be settled with a deposit followed by the balance.

Question 15

Will I be charged immediately?

Accepted Answer

Card payments are charged when you place the order. With bank transfer, nothing is taken automatically — the order is confirmed once your transfer is matched against our bank statement.

Question 16

How do I know if a product is in stock?

Accepted Answer

Product availability is shown on each product page. Items marked as "In Stock" are available to order now. Items marked as "Out of Stock" cannot be ordered, but you can ask to be notified by email when they are back.

Question 17

Can I request a bulk order or wholesale pricing?

Accepted Answer

Yes. Use "Request a quote" on the product page to request volume pricing from Area 13, or contact our team through the contact page. Many products also show tiered bulk prices directly.

Question 18

Are product specifications accurate?

Accepted Answer

Vendors provide product specifications, dimensions, and details, and we review listings before they go live. Manufacturers may occasionally update products. If you receive an item that doesn't match the description, contact us right away and we will arrange a return.

Question 19

Do you offer product warranties?

Accepted Answer

Warranty information varies by product and manufacturer. Where a product carries a warranty, its terms are shown on the product page. Please contact us if you need warranty information for a specific product.

Question 20

Can I see more product images?

Accepted Answer

Product pages include multiple images showing different angles and details. You can click on any image to view it in full size. If you need additional information or images, please contact our support team and we'll be happy to help.

Question 21

How do I reset my password?

Accepted Answer

Choose "Forgot password" on the sign-in page and enter your email address. We'll email you a reset link, which expires after 30 minutes for security. If you don't see the email, check your inbox and your spam folder.

Question 22

Do I need an account to place an order?

Accepted Answer

Yes. Orders are placed from an Area 13 account so your addresses, invoices, and order tracking stay in one place. Creating an account is free and takes a minute.

Question 23

Can I change or cancel my order?

Accepted Answer

You can cancel an order yourself, with a full refund, within 1 hour of placing it or at any time before the supplier starts preparing it. Once preparation has started (and for made-to-order or high-value orders), request a cancellation from the order page and our team will review it, usually within 24 hours. Once an order ships, use the standard return process instead.

Question 24

How do I update my account information?

Accepted Answer

Sign in and open your profile in your account. You can update your name, email, phone number, and other personal information. Changes to your email address or phone number require verification.

Question 25

How do I delete my account?

Accepted Answer

Email privacy@areathirteen.com from the address on your account and we'll verify it's you before acting. Your profile, addresses, and saved details are deleted. Orders and invoices are kept in anonymised form — your name and contact details removed — because tax law requires the records. Deleting your account does not cancel orders that are already in progress.

Question 26

How do I become a vendor?

Accepted Answer

To become a vendor, visit our vendor application page and complete the application form. You'll need to provide business information, tax details, and product information. Our team reviews every application and emails you the decision.

Question 27

What are the commission rates?

Accepted Answer

There is no subscription and no setup fee. Area 13 takes a 5% commission on the product value of each completed sale, never on shipping or VAT. Founding Vendors pay 1.3% for their first 13 months, then 3%. Contact vendors@areathirteen.com for further details.

Question 28

How do vendors get paid?

Accepted Answer

Vendors receive payouts via bank transfer. Payments are processed after a holding period to account for returns and refunds. You can view your earnings and payment history in your vendor dashboard. Contact vendors@areathirteen.com for payout details.

Question 29

What are the requirements to become a vendor?

Accepted Answer

Requirements include: a registered business, valid tax identification, quality products that meet our standards, and the ability to fulfill orders promptly. We review each application individually to ensure the best experience for our customers.

Question 30

What markets do you supply?

Accepted Answer

Area 13 currently focuses on the Saudi Arabian market and fulfillment is within the Kingdom. Vendors set prices in US dollars; buyers can view them converted to Saudi riyals. Contact vendors@areathirteen.com if you have questions about your specific coverage area.

How can we help you?

Shipping & Delivery

Returns & Refunds

Payment & Billing

Product Questions

Account & Orders

Vendor Information

Still need help?