Orders & Payments

Q1: Do you offer installment plans ?

A: Yes! www.thekanaa.com offers flexible installment plans and payment splits through Tabby, Tamara, and select credit card partners. Payment splits are available on all products, but the approval, rejection, and number of splits offered is determined solely by the payment provider ( Tabby / Tamara / Bank )
We are also working to bring more payment options, including STC Pay, MIS Pay, and Baseeta, to make your shopping experience even easier.

Q2: What payment options are available on www.thekanaa.com ?

A: You can pay using Credit & Debit Cards (Visa, MasterCard, Mada), Apple Pay, or Buy Now, Pay Later options like Tabby and Tamara.

Q3: Can I pay cash on delivery ?

A: At the moment, we support payments via Tabby, Tamara, credit/debit cards, and Apple Pay. The Cash on Delivery (COD) option is not available at the moment.

Q4: Why am I not seeing multiple split options at checkout even though Tabby or Tamara advertise more splits ?

A: The number of payment splits you see during your payment processing is determined by the Buy Now Pay Later payment providers (Tabby or Tamara). Split offers are usually based on your past transactions, repayment history, order value, and the BNPL provider’s internal checks. So even if more (e.g., 8–12) split options are advertised, you may see fewer splits (like 3–4) depending on your eligibility. For more details, please contact the BNPL Providers Customer Service desk directly.

Q5: I purchased using Tabby or Tamara, can I get a refund ?

A: Yes. Refunds for BNPL purchases follow Kanaa’s returns policy, but the BNPL provider handles the refund process. Once Kanaa processes your return, Tabby or Tamara will adjust your installment plan or credit the refund according to their policy. For exact timelines, check within the provider’s app.

Q6: Can I use Tabby or Tamara on all products (e.g., iPhones, PS5) ?

A: Yes. Tabby and Tamara are available on all products on Kanaa, including iPhones, gaming consoles, electronics, and more, subject to the payment provider’s approval and your available limit. Look for the Tabby and Tamara logos on the product page to confirm eligibility. Some high-value items may be declined or limited based on the provider’s criteria.

Q7: What is the maximum purchase value using Tabby or Tamara ?

A: For firts time users of Tabby & Tamara you can purchase up to SAR 3,500 using Tabby or Tamara.( Subject to their internal checks)
For existing users, your purchase limit depends on the limits assigned by the payment provider based on your account history and eligibility. Kanaa does not control or modify these limits. Please check your Tabby or Tamara account for exact details.

Q8: I’m facing technical issues while paying with Tabby/Tamara at checkout. What should I do ?

A: Please try refreshing the page, checking your internet connection, or switching devices/browsers. If the issue continues, contact Kanaa Customer Support or reach out to Tabby/Tamara support for further assistance.

Q9: I didn’t receive the OTP from Tabby/Tamara. What should I do ?

A: Please ensure your registered mobile number is active and your network connection is stable. OTP delivery is managed by Tabby/Tamara. If the issue persists, contact their customer support directly.

Q10: Do you ship internationally ?

A: www.thekanaa.com is working to expand its logistics and shipping partnerships across the GCC. Currently, delivery is limited to within the Kingdom of Saudi Arabia.

Gift & Gift Cards

Q1: Do you have digital greeting cards ?

A: Not at the moment. But stay tuned, digital greeting card services are on the way!

Q2: Do you offer birthday or special occasion packaging ?

A: Yes! We offer special gift wrapping options for birthdays, anniversaries, and other occasions. You can easily select this service during checkout to make your gift extra memorable.

Returns & Refund

Q1: Can I return or exchange a product ?

A: Yes! You can return a product within 14 days of delivery, provided it’s unused and in its original packaging. For full details, please refer to our Return Policy. (https://thekanaa.com/en_sa/returns-exchange)

Q2: What if I receive a damaged or wrong product ?

A: We sincerely apologize for the inconvenience. Please contact our Customer Support within 48 hours of delivery, and we’ll arrange a refund. Email: [email protected] Call: +966 8001110301

Q3: How long does it take to process a refund ?

A: Refunds are processed within 10 days after the returned item is received, inspected, and approved at our warehouse.

DELIVERY & ORDER TRACKING

Q1: Do you offer free delivery ?

A: Yes. Enjoy free shipping on all orders, no minimum purchase required.

Q2: How do I track my order ?

A: Once your order is shipped, you’ll receive a tracking number via Whatsapp and email. Please call the Kanaa Customer Service for updates in case of any query.

Q3: How long will delivery take ?

A: We aim to deliver all orders within 2-5 business days across KSA (Expect delay in deliveries on account of Eid). Delivery timelines may vary for remote locations, and in some cases, delays may occur due to unavoiddable logistical issuess.. If this happens, we’ll keep you informed every step of the way.

Q4: Can I select a specific delivery time ? I want the gift to arrive on a special occasion.

A: Not yet, but we’re working on adding scheduled delivery options soon to make gifting even easier.

Q5: Can I collect my order instead of waiting for delivery ?

A: Currently, self-pickup is not available. All orders are delivered to the address provided during checkout.

Q6: How do I view my order history ?

A: Simply log in to your account and go to “My Orders”. Here you can track current orders, review past purchases, and download invoices if needed. This facility is available only for customers who have signed up with www.thekanaa.com. Customers who have checked out using GUEST CHECKOUT may Contact our customer service on +966 8001110301 or [email protected]

Q7: How to track my shipment ?

A: Go to My Orders in your account. Click Track Shipment on the order you want to track. You’ll see real-time updates from the courier. This facility is available only for customers who have signed up wtih www.thekanaa.com. Customers who have checked out using GUEST CHECKOUT may Contact our customer service on +966 8001110301 or [email protected]

Q8: My order was supposed to be delivered today, but it hasn’t arrived. Can you help ?

A: We’re here to help! Delivery times may sometimes be delayed due to traffic, weather, or courier issues. Please check your tracking link for updates. If your order still hasn’t arrived, contact our customer service on +966 8001110301 or [email protected].

Q9: I missed the delivery. How can I reschedule it ?

A: No worries! Most deliveries can be rescheduled. Check your tracking link or notification from the courier for the “Reschedule Delivery” option. If it’s not available, you may Contact our customer service on +966 8001110301 or [email protected] to get assistance in rescheduling the delivery.

Q10: I have not received my invoice from Kanaa.

A: Invoices are usually sent to your registered email shortly after your order is shipped. Please check your spam/junk folder. If you still haven’t received it, contact our support team with your order number, and we’ll resend it immediately. you may Contact our customer service on +966 8001110301 or [email protected]

Q11: I don’t have the invoice, but the product is not to my liking. How can I return it ?

A: You can still return your product even without the invoice. Please contact our support team with your order details, and we’ll guide you through the return process. Please refer to our Returns & Refund Policy. You may Contact our customer service on +966 8001110301 or [email protected]

Q12: I am planning to buy a swimming pool, step ladder, tree house, or other large product. Will you deliver it to us ?

A: Absolutely! We deliver all products to your doorstep for free, with no additional shipping charges.

Toys & Safety

Q1: How do I know the toys are safe for my kids ?

A: Your child’s safety is our top priority. All toys available on www.thekanaa.com meet safety standards and are sourced from trusted, authorized brands.

Q2: Are the toys and baby products authentic and branded ?

A: Absolutely, we work exclusively with authorized distributors and leading international brands, ensuring that every toy and baby product on www.thekanaa.com is 100% genuine and original.

Customer Support & Account

Q1: Do I need to create an account to shop ?

A: You can checkout as a guest without creating an account on the website / app. We highly recommend creating an account for a smoother shopping experience. Benefits include faster checkout, easy order tracking, and access to exclusive offers available upto Signed up and registered shoppers

Q2: How can I contact customer support ?

A: Our friendly Customer Support Team is always ready to assist you. You can reach us via:
Phone & Whatsapp:+966 800 111 0301
Email: [email protected].
Operating Hours:

Q3: What should I do if I forget my account password ?

A: You can reset your password easily by clicking “Forgot Password” on the login page. Follow the instructions sent to your registered email to create a new password.

Q4: Can I update my account information ?

A: Yes, you can update your shipping address, email, phone number, and payment details anytime by logging into your account and navigating to “Account Settings”.

Q5: How do I subscribe to newsletters and offers ?

A: You can subscribe during account creation or at the bottom of the website by entering your email. Stay updated with exclusive offers, product launches, and promotions.

Q6: Is my personal information safe ?

A: Absolutely. We follow strict data protection policies to ensure your personal and payment information is secure and confidential.

Q7: What if I face a problem after placing my order ?

A: If you encounter any issues, such as missing items, wrong deliveries, or damaged products and wish to return or get a refund, please contact our customer Support Team and we will resolve ur concern as quickly as possible.

Gaming Consoles

Q1: Are the gaming consoles sold on Kanaa authentic ?

A: Yes. All gaming consoles sold on Kanaa are 100% genuine, brand-new, factory-sealed, and sourced from authorized distributors or resellers. All of them carry the company / manufacturers warranty associated with it.

Q2: Do gaming consoles come with a manufacturer warranty ?

A: Yes. Gaming consoles come with the official manufacturer’s warranty, where applicable. Warranty coverage and duration may vary by brand . Check the website for further details.

Q3: What is included in the gaming console box ?

A: Each console includes all standard accessories provided by the manufacturer, such as controllers, cables, manuals, and warranty documentation. Contents may vary by brand and model - Please review the Product Page for all the contents shipped along with the consoles.

Q4: Can I open the box to check the console before deciding to keep it ?

A: We recommend reviewing all product details carefully before opening. Once the original seal is broken, the console becomes non-returnable, unless a verified manufacturer defect is found.

Q5: Will games from other regions work on my console ?

A: Compatibility varies by console and game publisher. Kanaa recommends checking the manufacturer’s official guidelines before purchasing games from other regions.

Q6: Can I use third-party accessories with my gaming console ?

A: Third-party accessories may work, but Kanaa recommends using original or manufacturer-approved accessories to avoid performance issues or warranty complications.

MOBILE PHONES

Q1: Are the phones original and under warranty ?

A: Absolutely. All mobile phones are 100% genuine and come with an official manufacturer warranty or authorized distributor warranty, as mentioned on the product page.

Q2: Are the phones compatible with networks in Saudi Arabia ?

A: Yes. All mobile phones sold on Kanaa are fully compatible with Saudi Arabia’s telecom networks, including STC, Mobily, and Zain. Phones are unlocked and support local LTE/5G bands.

Q3: Will I receive an invoice ?

A: Yes. A digital invoice will be shared via email and included with your order.

Q4: Need Assistance for Return or Refund ?

A: Please refer to our Return and Refund Policy for Mobile Phones. (https://thekanaa.com/en_sa/returns-exchange)

TECHNICAL SUPPORT

Q1. The site is too slow

A: We’re sorry for the inconvenience. Please report this issue to our technical team so we can investigate. Submit a Technical Support Ticket Click Here. Alternatively, Contact our customer service on +966 8001110301 or [email protected]

Q2. Tried to make a payment but couldn’t

A: Payment issues can occur due to network or bank restrictions. Please report the problem via our Technical Support Ticket Form Click Here
so we can assist you promptly. Alternatively, Contact our customer service on +966 8001110301 or [email protected]

Q3. Payment deducted – Order not place

A: If your payment was deducted but your order was not confirmed, please submit a Technical Support Ticket Click Here immediately. Our team will track your payment and ensure your order is processed. Alternatively, Contact our customer service on +966 8001110301 or [email protected]

Q4. Not able to see the voucher

A: Check if your voucher is active and applied correctly at checkout. If it’s still not visible, please contact support via our Technical Support Ticket Form Click Here. Alternatively, Contact our customer service on +966 8001110301 or [email protected]

Q5. Not able to checkout

A: Checkout issues may happen due to browser, cache, or technical glitches. Please clear your cache and retry. If the problem persists, submit a Technical Support Ticket Click Here. Alternatively, Contact our customer service on +966 8001110301 or [email protected]

Q6: Not able to enter address

A: Ensure all mandatory fields are correctly filled. If the issue continues, please report it to Technical Support Click Here. Alternatively, Contact our customer service on +966 8001110301 or [email protected]

Q7: I am having an ongoing issue. How do I contact your senior leadership ?

A: If your concern hasn’t been resolved through regular support, you can escalate it by emailing [email protected] or submitting a request via our website contact form (https://thekanaa.com/en-sa/contact-us/). Our senior leadership team will review and respond promptly. Alternatively, Contact our customer service on +966 8001110301

BULK PURCHASE

Q1: I want to buy in bulk. Who should I contact ?

A: For bulk orders, please reach out to our Business Sales team on +966 8001110301 or [email protected] They’ll guide you on pricing, availability, and delivery.