General
The basics about SamVertex: who we are, where we operate, how onboarding works, and how we compare to the alternatives. We have spent 12+ years inside UAE logistics, and these are the questions sellers ask us most before signing.
What is SamVertex?
Section titled “What is SamVertex?”SamVertex is a UAE third-party logistics (3PL) company headquartered in Dubai. We run an owned warehouse in Ras Al Khor and our own delivery fleet across all seven Emirates. The full stack we offer: warehousing, pick and pack, last-mile delivery, Cash on Delivery collection and reconciliation, returns handling, and sea and air freight from China with customs cleared. One provider, one invoice, one team. See What is SamVertex for the longer version.
Where are you located?
Section titled “Where are you located?”Ras Al Khor, Dubai. The warehouse is owned and operated by us, not subleased from a third party. We picked Ras Al Khor for its road access to all seven Emirates and its proximity to both Jebel Ali (sea freight clearance) and Dubai International (air freight clearance). Most sellers tour the facility before onboarding; book a slot through warehouse visits or just WhatsApp us.
Which Emirates do you deliver to?
Section titled “Which Emirates do you deliver to?”All seven. Same-day in most of Dubai for orders placed before 14:00 local time. Next-day to Sharjah, Ajman, and Abu Dhabi city. Two-day to Ras Al Khaimah, Fujairah, Umm Al Quwain, and Al Ain. Remote islands (Sir Bani Yas, Delma) ride on sub-contracted carriers with extra lead time. Full timing matrix in delivery timelines and pricing in last-mile delivery rates.
Do I need to sign a contract?
Section titled “Do I need to sign a contract?”There is a service agreement (defines scope, liability, rates, and SLAs), but no minimum term. You can leave with 30 days notice. There are no exit fees, no clawback on free onboarding, and no penalty if your volume drops. The agreement is two pages of substance plus the rate card; we send it back inside 48 hours of receiving your trade license. See SLA and Liability.
Is there a minimum order volume?
Section titled “Is there a minimum order volume?”No. We bill on what you actually use. A seller shipping 50 orders per month and a seller shipping 50,000 sit on the same pricing structure, so growing with us does not trigger a renegotiation, and slowing down does not trip a penalty. Storage is per pallet, shelf, or cubic metre; fulfilment is per order.
Can I tour the warehouse?
Section titled “Can I tour the warehouse?”Yes, and we recommend it. Almost every seller we onboard visits Ras Al Khor before signing. We walk you through inbound receiving, storage zones, the pick-and-pack lines, dispatch, and the COD cashier room where collected cash is reconciled. Tours take about 45 minutes. Book through your account manager or request a visit on WhatsApp. More on the address and visiting hours in warehouse visits.
How long does onboarding take?
Section titled “How long does onboarding take?”Three to seven working days from signed service agreement to first dispatch. The sequence: send us your trade license and a one-line description of what you sell, sign the agreement, connect your storefront (Shopify, Noon, Amazon, or manual CSV), ship inbound stock to the warehouse, get your Goods Received Note, go live. The full checklist is in onboarding checklist.
What languages does your team work in?
Section titled “What languages does your team work in?”Our warehouse floor operates in English, Arabic, Russian, Tagalog, Hindi, and Urdu. Account managers default to English or Arabic. Drivers handle deliveries in English plus the dominant language of their route, which matters for door-step COD conversations in mixed neighbourhoods. WhatsApp support is bilingual EN/AR with Russian on request.
What are your hours of operation?
Section titled “What are your hours of operation?”The warehouse runs Monday to Saturday during operational hours, with extended driver shifts to hit cut-offs on the last-mile side. Support is Sunday to Thursday during business hours, with on-call cover on Saturday for dispatch and COD issues. Full breakdown in support hours and cut-off times.
Do I get a dedicated point of contact?
Section titled “Do I get a dedicated point of contact?”Yes. Every account is assigned a named account manager from day one. They handle onboarding, day-to-day questions, billing reviews, and the quarterly performance check-in. You get their direct WhatsApp and email; they do not sit behind a ticketing queue. For after-hours and operational escalations, we have a separate path documented in escalation.
Can I integrate without a developer?
Section titled “Can I integrate without a developer?”Yes. Most of our sellers do not have a developer. Our official Shopify app installs in one click. Noon and Amazon connect with credentials only, no code. For platforms we do not have a native connector for, CSV order upload works out of the box. We do have an API for the sellers who want it, but it is never required.
How do you compare to Aramex or Naqel?
Section titled “How do you compare to Aramex or Naqel?”Aramex and Naqel are large regional networks. We are smaller and more focused. The practical differences: we own the warehouse and the fleet end to end, so there is no commission stack between you and the driver, which usually means cheaper unit economics for high-touch SKUs. We reconcile COD daily with a clear report on every payout, where larger networks batch weekly with less granularity. We also flex on awkward SKUs (oversize, fragile, high-value) where the bigger networks default to a surcharge or refuse the lane. See last-mile delivery.
What if my volume changes month to month?
Section titled “What if my volume changes month to month?”Pricing is per-use across the board. A slow month costs you less; a busy month does not break your unit economics. No volume floor, no monthly cap, no overage fee, no minimum invoice. Storage scales by the pallet, shelf, or cbm you actually consume. If you need predictable monthly billing for accounting, your account manager can set up a fixed retainer with a true-up at month end.