Once you place an order on Shaam, you should never have to wonder where it is. Every order has its own page that updates as it moves, and when the courier sets off you can watch them approach on a live map. Here is how it all works, from the first status to the knock on your door.
Where to find your order
- With an account: open My orders and tap the order.
- As a guest: use the tracking link in your confirmation email. It opens the tracking page with your order number and a private token already filled in. Keep that email; the link is your key.
Order statuses explained
| Status | What it means | Can you cancel? |
|---|---|---|
| Pending | We have received your order. If you paid by wallet or bank transfer, we are waiting for or checking your receipt. | Yes |
| Confirmed | Payment and details are confirmed (or cash on delivery is accepted). | Yes |
| Processing | The seller is preparing your items. | No, contact us |
| Packed | Your parcel is packed and waiting for the courier. | No |
| Shipped / out for delivery | It is on its way. For local deliveries, the courier is heading to you. | No |
| Delivered | The courier has handed it over and the delivery code was confirmed. | Returns may apply |
Notifications at every step
Every status change sends an in-app notification, and a push notification if you use the Shaam app. Key steps, such as confirmation, shipping and delivery, also arrive by email. If you are not seeing push alerts, check that notifications are allowed for the app in your phone's settings.
The live map
When the courier starts the trip to you, your order page (or the tracking page for guests) switches to live tracking:
- The courier appears on a live map, with your delivery point marked.
- You see the distance remaining and an estimated arrival time.
- The position refreshes every few seconds, so you can step out at the right moment.
For your privacy and the courier's, the courier's phone number stays masked until the order is out for delivery. After that, you can call them from the order page if you need to give directions.
Your 4-digit delivery code
When the order is out for delivery, a 4-digit delivery code appears on your order page. This code is the proof of delivery: the courier enters it to mark the order as delivered.
Give the code to the courier only when the parcel is in your hands. Never share it by phone or message before then.
If someone else is receiving the parcel for you, send them the code just before the courier arrives, and ask them to check the parcel first.
How long delivery usually takes
For items shipped from inside Syria, typical times after dispatch are:
- Damascus and Rif Dimashq: 1 to 2 days (fee $2, free over $40)
- Homs, Hama, Latakia and Tartus: 2 to 3 days ($3.50, free over $60)
- Aleppo and Idlib: 2 to 4 days ($4, free over $60)
- Daraa, As-Suwayda and Quneitra: 2 to 3 days ($3.50, free over $60)
- Deir ez-Zor, Raqqa and Al-Hasakah: 3 to 6 days ($6, free over $80)
Fees can change, and checkout always shows the exact fee. Imported items from Amazon or Shein need extra time for international processing. Full details are in the shipping policy.
Tips for a smooth delivery
- Write a full address with the building, floor and a nearby landmark. Couriers know the streets, but a landmark saves time.
- Use a phone number you answer. It is the courier's only way to reach you on the day.
- Paying cash? Have the amount ready, in USD or SYP, so the handover is quick.
- Check before you confirm. Look at the parcel and the items, then give the code.
If a delivery attempt fails
Couriers sometimes cannot get through: a wrong address, a phone that is switched off, nobody at home. If this happens:
- Check your order page and notifications for an update from the courier or our team.
- Make sure your phone is on and your address details are complete, including a landmark.
- Get in touch through Help or Contact to arrange a new attempt. Have your order number ready.
Cancelling an order
You can cancel an order yourself from its page while it is pending or confirmed. Once it moves to processing, the seller has started work, so please contact us instead and we will see what can be done.
Returns after delivery
Eligible items can be returned within 7 days of delivery. Open the order page, choose the item, and request a return with photos. Refunds are issued after the returned item is received. The full rules, including which items are eligible, are in our returns policy.
FAQ
The map is not moving. What should I do?
The courier may be in an area with weak signal. Refresh the page; the position catches up once their phone reconnects.
I lost the confirmation email. Can I still track as a guest?
Search your inbox for your order number first. If you cannot find it, contact us with the order number and the phone number you used.
Why can't I see the delivery code yet?
It only appears once the order is out for delivery. That is deliberate, to keep it safe.
Quick checklist
- Turn on notifications in the app.
- Keep your phone on when the order is out for delivery.
- Watch the live map and ETA.
- Check the parcel, then give the 4-digit code.
- Cancel while pending or confirmed; return within 7 days if eligible.
