HYKE FAQ

In order to start ordering on Hyke, you will first need to register a business account which will need to be verified and approved by the Hyke team. Once approved, you’ll be able to start placing orders.

If you have any questions or concerns, you can get in touch with the Hyke support team via email on support@hyke.ai, or via phone or Whatsapp on the following number: +971 52 642 7120.

You can read the Dealer Terms & Conditions here.

If you’d like to add or remove staff members for your store, kindly get in touch with our support team and we will gladly assist you

Once your Hyke account is approved, you will only be able to modify your phone number and email address.

The availability of products may vary and products may go out of stock from time to time. We recommend that you visit the product detail page of your product of interest regularly for availability updates. Alternatively, you can add the products to your Favorites for quick access later on.

If you’re unable to place orders, please consider the following:

• Make sure you are connected to the internet
• Make sure that you have no overdue invoices that are blocking you from placing orders

If you’re still unable to place orders, please contact our support team.

Once an order is placed, it cannot be modified. However, you can return an item you no longer require, or alternatively, place a second order for another item you wish to receive.

If you place your order outside of Hyke’s operating hours, your order will be received and will be scheduled for delivery the following operational day.

If your order status is set to Cancelled, and you are unsure of the reason, contact our support team for further clarification.

Outstanding invoices will be visible inside the Account section, under Credit & Payment. You will also be able to see your credit limit as well as how much of it you have used.

Payments for outstanding credit invoices can be made through any of the following options:

• Cash
• Cheque
• Credit/Debit Card
• Bank Transfer

Please note that if you submit payment by cheque or bank transfer, payment verification may take longer which might affect your ability to order on credit.

The delay in adjustment of your credit limit may vary depending on the mode your have chosen to pay your invoices. If you have paid by cash, your credit limit will be adjusted within less than 24 hours. If you have paid by cheque, credit/debit card or bank transfer, credit limit adjustment may take longer.

The following payment terms will apply for orders placed on credit:

• Seven (7) days for mobile products
• Thirty (30) days for accessory products

You can access an invoice for order by following these steps:

• Go the Account section
• Click on Order History
• Select the order for which you’d like to access the invoice
• Click on Actions
• Select Invoice

Deliveries will typically take less than one hour to be delivered to you. You can track your order by following these steps:

• Go the Account section
• Click on Order History
• Select the order you’d like to track
• Click on Actions
• Select Track

We require a proof of delivery in the form of a stamp on all delivered orders. If you are not in at the time of delivery, your shipment delivery will be rescheduled. To avoid delays in receiving your orders, we recommend that your orders be placed during times where personnel is available in your store to accept shipments.

If your order was not delivered, please consider the following:

• Check if your order was placed more than an hour ago
• Check the status of your order to make sure it was not cancelled

If you encounter further delays with your order, please contact our support team

If you’ve received a wrong item in your shipment, please get in touch with our support team and we will gladly replace it with the correct item.

If you’ve received a faulty item in your shipment, please get in touch with our support to initiate a return for your order.

Loyalty points are earned when purchasing or selling products that are associated with an active loyalty campaign.

Depending on the type of loyalty campaign, points can either be earned at the time of delivery of products or by scanning the product when selling it to a customer.

Loyalty points can be redeemed against bank transfers. The minimum redemption amount is 1000 Loyalty points (worth 100 AED/SAR)

Loyalty points do not expire and can be redeemed as and when needed.

Once a product return is completed, the Loyalty Points associated with it will be deducted from your balance.

Loyalty Points cannot be transferred from one account to the other.