Know More About Us
Frequently Asked Questions
Orders
How can I check my order status?
You can check your order status by contacting our customer service line at +962-6-5777155 or via WhatsApp at 0792444000, and we will provide you with the delivery or maintenance schedule.
What should I do if my order is delayed?
Please contact customer service or check your order status via WhatsApp for the latest updates.
I didn't receive an order confirmation. What should I do?
You can send us a photo of your invoice and ID via WhatsApp at 0792444000.
Delivery & Installation
How long does delivery take?
Delivery time varies by region, and you will be notified of the scheduled date via SMS.
Is delivery free?
Yes, delivery is free for items purchased from our showrooms. For spare parts, a delivery fee applies: 3 JOD within Amman and 5 JOD outside Amman.
Do you offer installation services?
Yes, we provide appliance installation upon request. Installation is scheduled after the customer receives the items and the installation site is prepared.
Can I change the delivery address?
Yes, the address can be changed before shipping by contacting customer service.
How is the delivery time scheduled?
We coordinate with you by phone or SMS to arrange a suitable time.
Returns & Refunds
What is the return or exchange policy?
Returns or exchanges are accepted within 7 days of the purchase date, provided the product is unused, in its original condition, and accompanied by the invoice. Repair or part replacement is determined by the technician’s assessment and does not necessarily mean a full unit replacement.
When will I receive my refund?
What should I do if the product arrives damaged?
Please contact customer service immediately, and we will follow up and resolve the issue as quickly as possible.
What if the product has a manufacturing defect?
It can be returned or exchanged within 14 days in the case of a manufacturing defect.
Can any product be returned?
Products cannot be returned in the following cases: the product has been used or has suffered breakage or scratches; misuse or damage caused by electricity; health and personal-care products (unless defective); free gifts; and second-grade (clearance) products.
Warranty & Maintenance
Are products covered by warranty?
Yes, all products are covered by a warranty against manufacturing defects, according to the manufacturer’s terms.
What does the warranty cover?
It covers the repair of faults resulting from manufacturing defects only.
What does the warranty not cover?
It does not cover: misuse; breakage or accidents; incorrect connection or installation; electrical issues; and normal wear and tear (such as batteries and filters).
How long is the warranty period?
It varies by product: most appliances 12 months; certain products (such as Philips) 24 months; inverter units up to 5–10 years on main parts only.
Can the warranty be voided?
Yes, the warranty is voided in the event of tampering with the unit, repair by an unauthorized party, or improper use of the device.
How do I request maintenance?
You can request maintenance through the website or via customer service.
Where are the maintenance centers?
The main maintenance center is located in Tabarbour, down from Ain Ghazal, in the same building as Qa’at Al-Akaber.
Showrooms
Where are Abu Tawileh branches located?
You can view all showroom locations on our website
What are the working hours?
| Showroom | Working Hours |
|---|---|
| Makkah Showroom | 09:30 AM – 08:30 PM |
| Al-Hurriyah Showroom | 09:30 AM – 08:30 PM |
| Abu Nseir Showroom | 09:30 AM – 08:30 PM |
| Irbid Showroom | 09:30 AM – 08:30 PM |
| Marj Al-Hamam Showroom | 09:30 AM – 08:30 PM |
| Tariq Markets Showroom (Tabarbour) | 09:00 AM – 06:00 PM |
| Khaled Markets Showroom (Zarqa) | 09:00 AM – 06:00 PM |
| Wasfi Al-Tal Showroom (Irbid) | 09:00 AM – 06:00 PM |
| Al-Waha Circle Showroom | 09:30 AM – 08:30 PM |
| Maintenance Showroom (Tabarbour) | 08:00 AM – 04:30 PM |
Can I pick up my order from the showroom?
Yes, subject to service availability upon request.
How do I find the nearest branch?
We can send you the location via SMS to make it easier to reach us.
Payment
What payment methods are available?
Cash on delivery, electronic cards, or bank cards.
Can I pay in installments?
Yes, through our approved installment partners (where available).
Is payment secure?
Yes, we use secure payment systems to protect your data.
Why did my payment fail?
Please check your card or balance, or try a different payment method.
Customer Support
How do I contact customer service?
By phone at +962-6-5777155, via WhatsApp at 0792444000, or through the website.
What are the support hours?
From 8:30 AM to 4:30 PM.
Is there support outside working hours?
Yes, through our Facebook and Instagram pages.
How do I file a complaint?
Through customer service or via the website.
Self-Service & SMS
Can services be completed without waiting for an agent?
Yes, we provide quick self-service options via SMS to make your experience easier.