Frequently Asked Questions – Masdar Online

What is Masdar Online?

Masdar Online is a Saudi e-commerce platform that offers a wide selection of industrial, electrical, construction, and equipment for both individuals and businesses across the Kingdom.

Who can shop on Masdar Online?

• Individual customers (B2C)
• Companies and organizations (B2B)

Do I need an account to place an order?

Yes, you need to create an account to place orders, track shipments, and manage returns.

For companies, commercial registration and VAT number are required during sign-up.

How do I place an order?

• Log in using your mobile number and verification code.
• Add products to your shopping cart.
• Proceed to checkout and complete payment.

How long does delivery take?

Delivery typically takes 3 to 5 business days, depending on the city and product availability.

Can I track my shipment?

Yes, you can track your order status through the “Order History” page in your account.

What payment methods are available?

• Bank cards (Mada / Visa / MasterCard)
• Esal (SADAD)
• Tamara (Installments – for eligible products)
• Prepaid account or credit account (for companies only)

Is payment secure?

Yes, all transactions are processed via secure and trusted payment gateways that comply with the highest security standards.

How can I request a return or exchange?

You can submit your request via your account or by contacting customer service.

How do I know if a product is available?

Availability is shown on the product detail page. If it’s out of stock, you won’t be able to add it to your cart.

Can I reorder the same products?

Yes, by clicking “Reorder” in your order history.

Will I receive a tax invoice?

Yes, the invoice is sent to your registered email after confirming receipt and is also downloadable from your account.

Are prices inclusive of VAT?

Yes, prices include VAT in accordance with ZATCA regulations unless otherwise stated.

Can I request a quotation?

Yes, B2B customers can request quotations via their account or by contacting the sales team.

How can I register as a business customer?

Select “Business Account” during registration and enter your CR and VAT numbers.

Can I save multiple delivery addresses?

Yes, you can add and save multiple delivery addresses within your account.

How can I contact customer service?

• Live chat on the website
• Email: info@mbm.com.sa
• Toll-free number: 8001240272
• WhatsApp: Click here
• Working Hours: Sunday to Thursday – 8 AM to 5 PM

Do you provide technical support for products?

Yes, our team can assist with technical specs, recommendations, and compatibility inquiries.

Can I modify or cancel my order after confirmation?

You can request changes or cancellations from your account or by contacting customer service before shipping begins.

Do you offer cash on delivery?

Currently, cash on delivery is not available. However, we offer secure and flexible alternatives such as bank cards, Esal, and Tamara.