Aramex Customer Care: A Complete, Practical Guide

How to reach Aramex support quickly

Aramex offers multi-channel customer care geared for both consumers and business shippers. The fastest starting point for most issues is the Help Center on the official website, where you can track, open a case, request redelivery or a pickup, and attach documents. The Aramex mobile app (iOS and Android) provides the same tools on the go, including push notifications for status changes.

Phone support is available in many countries for urgent delivery questions or address corrections. Because service numbers differ by country, always use the official site to look up the correct line if you are outside the markets listed below. For social-media updates, Aramex maintains verified accounts; use them for general queries only and never share personal data publicly.

• Official site and Help Center: https://www.aramex.com (select your country at the top right for localized options)
• Mobile app: search “Aramex” in the Apple App Store or Google Play; sign in to see live shipments and chat
• UAE customer care (inside UAE): 600 544000
• Saudi Arabia customer care (inside KSA): 9200 27447
• Shop & Ship portal (Aramex cross-border forwarding): https://www.shopandship.com
• Verified social handle for announcements and DMs: @Aramex on X/Twitter and Instagram

What to prepare before you contact support

Having the right details ready trims resolution time significantly. Aramex shipments are identified by a 10-digit Air Waybill (AWB) number; you will find it on the label, in the shipper’s confirmation email, and in the app. If your seller provided an internal order ID, keep that handy as well—agents often use it to cross-reference the original booking.

For delivery changes or claims, support may request documents. Photos of the package exterior and item, a purchase invoice, and government ID (in some countries) are common. If you are calling on behalf of a business account, include your account number and any pickup reference to help the agent locate the job in the operations queue.

• Your 10-digit AWB and, if applicable, the merchant’s order number
• Sender and receiver full names, phone numbers, and complete addresses (including landmarks or building codes)
• Delivery attempt dates/times, and any door tags or SMS references you received
• For damage/shortage: clear photos of packaging, shipping label, and contents; purchase invoice with currency/value
• Customs or import references, if already assigned (e.g., ID number, Tax ID, or shipment pre-clearance code)

Tracking, delivery options, and redelivery

Tracking updates typically include key scans such as Picked Up, In Transit, Out for Delivery, Delivery Attempted, and Delivered. Time stamps reflect the local time zone of the scanning facility. If a shipment appears stuck with no new scan, check whether it is awaiting customs clearance, a receiver response for address confirmation, or payment of duties/taxes.

When a delivery is attempted and missed, Aramex usually sends an SMS or email with a link to choose a redelivery date, alternate address, or hold-for-pickup. If you choose pickup at a facility, bring a government ID and the AWB number; some locations will only release to the named receiver. Typical delivery hours in many cities are 9:00–18:00 local time on business days, with extended windows in peak seasons. For address changes, contact support before the next Out for Delivery scan to avoid delays.

Filing a complaint or claim

Use the Help Center to open a case if a shipment is delayed without updates, delivered to the wrong address, or arrives damaged. For damage or shortage, file as soon as possible—ideally within 24–48 hours of delivery—and keep all packaging for inspection. Include photos, the invoice, and a clear description of what is missing or damaged. The more specific your claim (item SKU, quantity, declared value), the faster the investigation proceeds.

For non-delivery, support will investigate with the origin and destination stations. You will receive a case or ticket number; record it and add it to future correspondence. Depending on route and handovers, investigations often take several business days. If duties/taxes were collected for a shipment that is returned or refused, ask about the local process for duty or VAT adjustment—refund eligibility and timelines depend on the country’s customs authority, not just Aramex.

If you need to escalate, request escalation within your case thread and ask to involve the station supervisor or country customer experience team. Business account holders can also loop in their Aramex account manager for visibility, especially when service-level credits or route-level corrective actions are appropriate.

Business shippers and account holders

With a registered Aramex account, you can create shipments, schedule pickups, manage address books, and log support tickets from the portal. Assign user roles for your team (operations, finance, customer service) to keep communication clear. For recurring pickups, agree on a pickup window with your local station; day-definite pickup windows reduce missed-vehicle incidents and rebooking delays.

To minimize customer-care issues, align your product catalog with shipping rules: declare accurate values, specify HS codes for customs, and share realistic transit estimates on your store. If you ship high-value items, add declared value coverage where available and photograph outbound packaging. Establish an internal playbook for WISMO (“where is my order?”) that uses the AWB, not just a marketplace order ID, so your team can get answers from Aramex in one call.

Shop & Ship (S&S) support specifics

Shop & Ship provides you with multiple international delivery addresses consolidated under one account, then forwards parcels to your home country. For the smoothest experience, pre-alert each incoming parcel in your S&S dashboard and upload the merchant invoice before the package reaches the S&S facility; this helps with compliance checks and reduces customs queries later.

Common S&S customer care topics include prohibited items, lithium battery rules, consolidation requests, and storage limits at origin addresses. If consolidation is important to you, submit the request as soon as the first item is received at the S&S facility, and verify any storage fees or time limits that apply in your origin country. For returns from S&S, check whether the merchant accepts returns to the original origin address and who pays return carriage; S&S support can advise on options.

Data protection and fraud avoidance

Always verify you are interacting with official Aramex domains. Legitimate links will be on aramex.com or shopandship.com, and customer emails come from @aramex.com addresses. Be cautious with unexpected payment links sent by SMS or messaging apps; when in doubt, open the Aramex app or website directly and navigate to Pay Duties/Taxes or Manage Delivery from there.

Customer care will never ask for your card PIN, online banking passwords, or two-factor authentication codes for unrelated services. If you suspect phishing, report it to your local Aramex customer care line and forward the suspicious message to your country’s cybercrime reporting channel. Keeping communication inside your official case thread is the safest way to maintain a verifiable record of what was agreed and when.

Background and context

Aramex was founded in 1982 and has grown from a regional courier into a global logistics provider headquartered in Dubai, United Arab Emirates. The company supports e-commerce merchants, SMEs, and consumers with express, freight, and cross-border solutions such as Shop & Ship. This scale means customer care spans many countries and regulations, so processes can differ by market.

Because policies and contact numbers vary by country, use the country selector on https://www.aramex.com to view localized support hours, phone lines, and service options for your location. When in doubt, open a case via the Help Center with your AWB and attach all relevant documentation; that single thread helps Aramex coordinate between origin and destination teams and gives you a reference number for any further escalation.