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FAQs

What is the service?

Oman Post has offered the fastest door delivery service in more than 200 countries. Also, an insurance contract is provided that the total value of the line is recovered in case of loss or damage.

What material is prohibited ?

  1. Tobacco, narcotics, and substances that affect mind.
  2. Materials that are by their nature or packaging method may endanger workers, land, other parcels, or any postal equipment.
  3. Explosives, flammable materials, or any dangerous, toxic, or similar substances
  4. Charcoal, tarpaulin and batteries
  5. Moral or immoral material
  6. Parcels that contains liquid substances such as perfumes, oils, water of all kinds, etc., and motorcycles such as scooter, and all these kinds of bikes that are carried/ work on batteries
  7. Coins, banknotes, cash documents, bearer’s chargeable bonds, platinum, gold, silver, whether manufactured or not, precious stones, jewelry or any high price materials, and all matters related to personal government documents such as( passport – ID card)
  8. Fast perishable food, suspicious grass and cans
  9. Live animals and their parts
  10. Human remains or ash

Banned materials in some countries ?

  1. Canada, Myanmar and Zambia do not accept packages which carry any precious items
  2. Lebanon, Philippines, Latvia, Mongolia and Sudan do not accept items that contain banknotes and bonds of all kinds that are issued to the holder and tourist checks platinum, gold, silver, whether manufactured or not, precious stones or any other materials or liquid or leak-proof materials or any Glass or similar materials are breakable.                        
  3. Kingdom of Saudi Arabia
  • A- Medicines of all kinds, unless they are accompanied by a prescription issued by an official authority
  • B- Any material that violates the teachings of the Islamic religion.
  1. Russia does not allow sending documents between individuals .. It also prohibits sending objects to individuals but only allows that between companies
  2. It is prohibited to send large quantities of Omani Halwa, the maximum is 5 kg ..
    Some European countries strictly prohibit sending food, such as Germany, France and Japan.
  3. Children’s games for some European countries    
  4. India and Pakistan are prohibited from sending passport or bank card
  5. India and Pakistan do not accept sending used phones as well as iPads and laptops

Compensation upon damage?

Less than 100 rials compensation is not included. More than 100 rials compensation is included by a specific percentage. In case of damaged goods insured, compensation is paid 100%

Mail arrival time ?

Items are to be delivered to the addressee’s door very fast.The duration of delivery ranges from 24 to 72 hours (working days in the destination country) from the date of depositing them into Oman Post Office. And as follows: GCC countries: within 24 hours to the addressee of the most important city and 48 hours to the other cities. Countries of the World (about 200 countries): 48 hours to 72 hours

What are the general conditions for sending IPEX?

 Postal code, city, detailed address of the addressee and a copy of the sender’s ID card, as well as disclosing the contents of the shipment and its physical value as well.

What do I do if I want to return the shipment?

The customer goes to Oman Post Office and fills out the form with the payment of customs fees (if any) and return fees

What are the maximum dimensions of IPEX?

Dimensions are open but the size should not exceed 100 kg*cubic meter.. (Length * Width * Height = Volume weight “not exceeding 100”) it is preferred to use the boxes that are available at post offices

Is there electronic payment in the post offices?

Yes, there is an electronic payment service in the post offices

Are boxes or packages available for shipment in the post offices?

Yes

XL = 1000 Baisa

L = 800 Baisa

M = 600 Baisa

S = 400 Baisa

What are the customs clearance fees?

IPEX service does not pay or calculate any customs fees in Oman post offices .. but it may require payment of fees according to the material sent and this is only determined by the customs of the destination country

How do you submit complaints?

Kindly head to the nearest post office with a copy of the receipt or through the call center

Can I change the addressee’s or destination’s details after the shipment leaves Oman?

It is not possible to change completely after the shipment has left Oman. This includes changing the phone number or the name of the recipient or the destination (even if it is another city in the same country) .. This is the sender’s responsibility to provide correct and accurate information while sending.

What is the allowed weight for each shipment?

The allowed weight of each shipment is 25 kg

What are the service fees?

IPEX rates are available on the Oman Post website click here

Does the service include local mail?

No

Who is responsible for packaging and materials processing?

The sender takes full responsibility for shipments to be packed in a way that ensures their safety and not being affected .Writing of the address of the sender in a clear manner and reveal the contents of the shipment ,also filling the required forms

Is there insurance on valuable holdings like telephones and other electronics?

Yes there is, 2.5% of the total value of the shipment ( paragraph 22)

Can I track my shipment?

Yes, there is an online tracking system (Oman Post website) and a customer service center by providing the shipment’s tracking number, found on the receipt which is provided by Oman post (for example EX111111111OM)

click here to track your shipment 

Is the service available at the Sultanate ?

Yes

What are the communication channels to request the service?

The service is provided through Oman post offices during working hours

What is the timing of the service request?

From Sunday to Thursday, from 8 AM until 3:30 PM

How are insurance fees calculated and are they compulsory?

The customer can optionally pay an insurance amount (2.5% of item value), which allows the customer to recover the full value of the item in case of loss. As for electronics and valuable goods, insurance is compulsory.Example: When the customer declares that the value of the shipment is (500 rials) and he wants to secure this amount and protects it, the customer pays 25 rials for the insurance . Thanks to this easy service, customer returns the full amount (500 rials) in the event that the item is lost and this is rare.

How do I subscribe to a Postal Box address ?

You can apply for a new Postal Box by visiting the nearest post office in any area you choose or by online click here

What is required to get a Postal Box?

Individuals: Identity card, passport, or residency card (for non-Omanis). Institutions: Commercial registration only.

How do I pay for a new subscribtion or renew my current subscription ?

Through any postal office or through the website link

What are the subscription fees for a new Postal Box?

Individuals 20 rials annually. For companies 60 rials annually.

When is the renewal date and what are the renewal fees?

For subscribers who subscribe before the 20th of October 2019, PO Box subscription ends at the end of each year on the 31st of Decemeber. As for subscribers who subscribe on the 20th of October and onwards, the subscription ends on the same date of the following year. Therefore,subscribtion will continue to end at the same date of each year.

How do I request for a Postal box key replacement and how much does it cost?

Kindly visit your postal branch and report key loss / fees is 10 rials

Postal parcel

This service provides the feature of sending postal items, starting from 2 kg to 30 kg , the service code starts with the letter (C) and it can be tracked.
For inbound and domestic parcel , the customer will be notified by a text message, according to the Law of the Universal Postal Union shipments will be returned to the source after 30 days if they are not received.

What are the parcels forbidden items?

Tobacco, narcotics, and substances that affect mind.
Materials that are by their nature or packaging method may endanger workers, land, other parcels, or any postal equipment.
Explosives, flammable materials, or any dangerous, toxic, or similar substances
Charcoal, tarpaulin and batteries
Moral or immoral material
Parcels that contains liquid substances such as perfumes, oils, water of all kinds, etc., and motorcycles such as scooter, and all these kinds of bikes that are carried/ work on batteries
Coins, banknotes, cash documents, bearer’s chargeable bonds, platinum, gold, silver, whether manufactured or not, precious stones, jewelry or any high price materials, and all matters related to personal government documents such as( passport – ID card)
Fast perishable food, suspicious grass and cans
Live animals and their parts
Human remains or ash

What are the weights allowed?

Package weight ranges from 2 kg to 30 kg

Are boxes or packages available for shipment in post offices?

Yes, boxes are available for shipment. Prices are as follows: 600 Baisa, 800 Baisa, and one Rial

Can I track my shipment?

Yes, the shipment tracking feature is available on Parcels, and you can track the shipment through our website ( CP111111111OM ) click here to track your shipment 

Who is responsible for packaging and materials processing?

The sender takes full responsibility of packaging the items to be shipped in a way that ensures its safety . Additionaly, the sender should provide complete accurate address of the receiver and complete any form which is needed.

Express Mail Service

This service provides the feature of sending mail items quickly, up to 30 kg. The service code starts with the letter E and can be tracked.For inbound and domestic express mail, the customer will be notfied by a text message, shipments will be returned to the source after 30 days if they are not received.

What are the materials prohibited to be sent by EMS?

Tobacco, narcotics, and substances that affect mind.
Materials that are by their nature or packaging method may endanger workers, land, other parcels, or any postal equipment.
Explosives, flammable materials, or any dangerous, toxic, or similar substances
Charcoal, tarpaulin and batteries
Moral or immoral material
Parcels that contains liquid substances such as perfumes, oils, water of all kinds, etc., and motorcycles such as scooter, and all these kinds of bikes that are carried/ work on batteries
Coins, banknotes, cash documents, bearer’s chargeable bonds, platinum, gold, silver, whether manufactured or not, precious stones, jewelry or any high price materials, and all matters related to personal government documents such as( passport – ID card)
Fast perishable food, suspicious grass and cans
Live animals and their parts
Human remains or ash

What is the maximum weight of EMS?

30KG

Are boxes or packages available for shipment in post offices?

Yes, boxes are available for shipment. Prices are as follows: 600 Baisa, 800 Baisa, and one Rial

Who is responsible for packaging and material processing?

The sender takes full responsibility for shipments to be packed in a way that ensures their safety and not being affected .Writing of the address of the sender in a clear manner and reveal the contents of the shipment ,also filling the required forms

Can I track my shipment?

Yes, the shipment tracking feature is available for EMS and you can track the shipment through our website (EE111111111OM ) click here to track your shipment 

Can I start benefiting from Matjar’s services upon registration immediately ?

Yes. Once you receive confirmation of your membership, you can start the shopping journey! We will immediately begin accepting all your purchases.

Please ensure that all of your shipments include the store’s distribution center address and suite number. The arrival of any shipment to us with an incomplete or inaccurate address will cause delay in delivery, and will require special care management attention. A special care fee of $ 5 will be charged for reviewing every shipment with an incomplete or incorrect address ..

How do I use my address that I got from Matjar?

When purchasing from American online shopping stores, enter the address that you obtained from Matjar as “shipping address” as shown below.

Name: your name
Address (Line 1): 4289 Express Lane
Address (Line 2) :: Suite XXXX-XXX (Enter your address number here
City: Sarasota
State: Florida or FL
Zip Code / Postal Code: 34249-2602
] If you want to find the address provided by Matjar, you must log in to your account, and you will find it in the upper-right corner. Some sites (such as Amazon) might ask you to enter the area number / zip code, which is in this example 34249-2602, while other sites only 34249 is required.

An example of a Matjar address:

An example of a store address:
Your Name
4289 Express Lane
Unit####-###
Sarasota, FL 34249
Not all American shipping companies will find it difficult to deliver your shipment to the address you obtained from Matjar

How do I ship my goods?

If your schedule is set to:
Automatic: Your shipments will be shipped to you automatically upon its arrival at our warehouse.
• Weekly, once every two weeks, or monthly: Your shipments will be sent automatically on time.
Waiting: You must be logged in to your account to submit a shipping request. This option will allow you to store your packages.
How to submit a shipping request:
1. Log in to your account.
2. In my address, click on “Ready to send”.
3. Tick the right of each package you want to include in the shipping request.
4. Click Submit Shipping Request.

5. Add any shipping options, and click on the update total to calculate shipping charges.
6. Click Ship Now.
7. You can see the shipment status now on hold.

How do I enter the value of purchases?

If you receive a shipment that does not include the merchant’s invoice, or if the invoice does not show the value of the purchases, you must enter the value in your account, because this information is required at customs.

You can find the value of your purchases on the invoice or confirm the order you received from the merchant. To enter the purchase values:

You must log in to your account on Matjar
From my address, go to the required action tab
Click Enter product values ​​for the shown shipments
Enter the price you paid for the products listed
Click [2] Submit Product Values
If the product values ​​are accepted, your shipment status will change to [2] ready to send [3]. If the product values ​​are not accepted, you will be asked to download the merchant invoice.
Please note, the shipment status will not change to ready to send until you enter the correct purchase value.

What is the purchase invoice?

A purchase invoice or payment receipt is a document in which your purchase value is shown. The invoice may contain the seller’s name and address.
Some stores / merchants automatically attach the invoice to the goods or send the invoice electronically to your email.

Why should I enter purchase values?

The US Census Bureau regulations require Matjar to accurately determine the values ​​of your merchandise. We create a fake customs invoice by entering the information listed on the merchant invoice / receipt for use during customs clearance. The photobill contains a list of values, quantities, and product descriptions.”

If your shipment does not include the merchant’s invoice, or if the invoice does not indicate the value of the purchases, you must enter the values ​​in order for us to ship your purchases.

How long does it take to ship to me?

Express shipments usually takes four to ten days

What purchases are considered “dangerous items”?

Dangerous materials or goods are materials with dangerous properties that may pose a potential risk to human health and safety

Do I bear storage costs?

Members can take advantage of the free storage service for a period of 30 days. Whereas, a storage fee is charged for purchases exceeding one dollar free storage for an additional day.
Storage charges accumulate until your purchases are shipped, disposed of, or returned to the sender. We make sure to include the detailed storage fees on your invoice when shipping purchases are shipped or disposed of.

What is volumetric weight?

Shipping rates in all international transportation companies depend on the greater value, whether the actual weight or the volumetric weight of the purchases.

Actual Weight is the weight of a charge when placed on a scale. Volumetric weight depends on the size of the charge.

There are large-sized purchases of little actual weight, such as pillows and lampshades, so their volumetric weight is greater than their actual weight. Some refer to volumetric weight as the “weight of dimensions”.

In the case of all shipments with a total dimensions exceeding 72 inches, costs will be calculated on the larger value, whether actual weight or volumetric weight using the formula: length x width x height (in inches) / 166 0 “

Is my shipment insured?

All shipments are subject to insurance based on the declared value of the product (s), unless you refuse insurance. You can do so by logging into your account and clicking on My Account Settings> Shipping Preferences, and unchecking Shipment Insurance.

Shipments are rarely damaged or lost, but we advise you to insure every shipment for the worst. In the event that a damaged shipment is received or the shipment is lost, we will assist you in the insurance claim process.

The insurance value is calculated based on the declared values ​​of the items, and amounts to $ 2 per $ 100 of the declared value.
Please note: You are not entitled to claim compensation if the shipment is damaged or lost if you do not select the option to insure the shipment.

What does a working day mean?

Working in Matjar based on working days in the USA; from Monday to Friday. Although we continue to receive shipments and provide customer service throughout the week, shipments do not reach transportation companies except during working days.

Does the company combine my purchases in one shipment?

We always try to combine your purchases in one box, unless you refuse it. The price of shipping a pound decreases as the weight of the box increases, so sending one big box saves you from sending several small boxes.

Please ensure that the procurement shipment schedule is set to the option to group shipments.

Can I split the shipment?

Yes. In Matjar we can split your shipment if it contains more than one product, and if you prefer to split it into two. You can split your shipment and dispose of a product, return it to the sender, ship it at another time, or to a different address. A fee of $ 15 applies On each new shipment it is created

To request a shipment division:

  • Start extending your shipment offer in ready to send
  • Select Split shipment from Optional Services drop-down menu
  • You can also mark the request as urgent, and add comments to indicate what you want to do.

Please note: We are unable to split shipments in order to make their weight less than the import duty limits in the Sultanate of Oman.

Regular mail

Inbound, outbound and domestic postal mail: This service provides the feature of sending and receiving messages, mailings, publications, and postcards up to (2 kg) and cannot be tracked.
To view the prices click here

Registered mail

Registered incoming, outgoing and domestic mail: This service provides the feature of sending and receiving messages, mailings, publications, and postcards up to (2 kg) and the service code begins with the letter (R).  click here to track your shipment 

What is the maximum weight of regular mail correspondence registered in the domestic and international system?

2 KG

Is the customer notified when the shipment arrives at mail box?

Yes, the customer receives a notification by text message

Is the customer notified when the shipment arrives at mail box?

Yes, the customer receives a notification by text message

What is the Oman Post Mail Service (ePost) from Oman Post?

It is a postal service that combines several services from Oman Post, which enables the customer to receive and track various postal items without having to have a physical mailbox.

What are the subscription prices for Oman post box service (ePost)?

Service fee is: 20 rials for individuals and 60 rials for companies

What are the advantages of ePost?

The most important features:
• You have an address associated with your civil number forever
• Annual subscription of RO 20 for individuals and RO 60 for institutions and companies , you can use postal services such as receiving postal items, with the possibility of obtaining a featured postal address.
• You receive a text notification when your mail items arrive.
• Receive your postal purchases from the post office specified by you with the ease of changing the place of receving through the company’s website.
• You can track your mail items easily from the company website.
• When your mail arrives, you can collect it yourself or authorize another person to receive it
What is the difference between the virtual mailbox and the traditional mailbox

Virtual Mail: This feature, which is based on an annual subscription, allows individuals and companies in the Sultanate to receive their items without the need for traditional postal boxes where they can receive their mail from the office immediately after receiving a notification that there is an item arrived for them.
Traditional Mail: It is the service of receiving postal items from traditional postal boxes according to the number assigned to the subscriber.

Can I renew my subscription through the website?

Yes you can renew your subscription through the website.
Method:
Enter your account at www.epost.om

What documents are required to register individuals?

A copy of the ID card
(Email and phone number) subscriber’s data

What are the documents required to register companies?

  • A copy of the affiliation card
  • A copy of the commercial registration
  • A copy of the participant’s ID card
  • Subscriber’s data (email and phone number)
  • Company’s data (email and phone number)