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I'd like to ask about the express delivery service of Aramex in the Middle East
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TRACKING NO. 20260310 / GLOBAL Zhongshen Trade · 23+ Years of Expert Trade Agency
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We recently used Aramex to send express packages to the Middle East, but the customs clearance process was extremely slow, and we even encountered a case of lost packages once. The customer complaints were overwhelming. We'd like to ask the experts: Is Aramex reliable in the Middle East? What are the potential risks? How can we ensure a smoother operation?
Kevin LinYears of service：4Customer Rating：5.0
Trade Solutions ManagerStart a Chat
The slow customs clearance and package loss issues you've encountered are quite common in the Middle East express delivery market. Aramex itself is just a carrier，but Middle Eastern customs regulations are extremely strict，especially in Saudi Arabia and the United Arab Emirates. The core risks include。
1. The HS code declaration must be accurate to the tenth digit. Many customs detentions occur due to incomplete declaration elements or incorrect classification。
2. Products such as electrical items，cosmetics，and food require additional certifications like SASO and ECAS. Packages without these certificates will be directly returned。
3. Low declared values will be flagged by the customs system。
We recommend you check the following before shipping。
1. Whether the product is on the Middle Eastern restricted list。
2. Whether the commercial invoice includes complete and accurate HS codes，product descriptions，values，and material specifications。
3. Prepare any required certificates of origin or declarations of conformity in advance。
Aramex's customs clearance capabilities vary by country. In Saudi Arabia，customs broker resources are generally weaker than in the UAE，which is a common industry practice.
Evelyn LiYears of service：3Customer Rating：5.0
Cross-border Compliance SupervisorStart a Chat
Using Aramex for Middle East shipments frequently involves slow clearance and lost parcels. From a logistics standpoint, Aramex has good network coverage in the Middle East, but clearance is outsourced to local agents, leading to inconsistent response speeds. Recommendations: 1. Documents First: All invoices and packing lists must be in English, with product names specific to material and use; avoid vague terms like "gifts" or "samples"; 2. Splitting Strategy: For cargo values over $500 or weights over 50kg, try to split into multiple shipments to reduce the probability of inspection; 3. Timeliness Expectations: Normal Saudi clearance takes 3-5 working days, but this doubles during Ramadan or holidays—be sure to warn customers in advance; 4. Lost Parcel Response: Always buy commercial insurance for high-value goods, as Aramex’s compensation limit is very low. If cargo exceeds 100kg, it is better to use an air freight dedicated line with a local customs broker for lower and more controllable costs. Aramex is only for small, urgent items, balancing cost and risk.
Lucas LiuYears of service：8Customer Rating：5.0
Senior Operations ConsultantStart a Chat
The customer complaints are serious, and the core issue lies in poor expectation management. You need to immediately address three key points:
1. Proactive Communication: Tell the customer, "We have initiated an emergency tracking process and contacted the Aramex Middle East customs clearance team. We expect to update you on progress within 48 hours." This approach is far more professional than simply saying "We're handling customs clearance."
2. Contractual Clarification: For future orders, ensure the contract clearly states "We will bear XX liability for customs clearance delays exceeding 15 days" or "Both parties will share risks arising from customs policy changes." Clarify any ambiguous terms.
3. Trust Rebuilding: If the lost package involves a small amount, consider voluntarily covering partial losses and resending the item. Provide detailed screenshots of customs clearance documents to demonstrate your proactive efforts.
Middle Eastern clients value relationships. A candid video conference is far more effective than ten emails. Remember: Never let customers perceive you as shirking responsibility.