Shiptonaija is committed to providing global and stress-free shipping services to individuals and companies at the most cost-effective price. To ensure total comfort and satisfaction:

• We guarantee 100% refund in 48 hours if anything happens to your items.
• We will refund you 10% of your shipping cost if delivery of your items by air or ocean is not made within the time stipulated on our site. 

When is refund made

Refund is made within 48hours after full verification of claim.

Conditions for our 48 hours 100% refund

• Damage due to improper packaging/Delivery of Incomplete Item

The merchandise still remains your property from the store of purchase until it reaches our warehouse and we are not responsible for any damages occurring at this point. We only guarantee 100% refund of any damage to items in our custody, the following conditions must however be fulfilled:

Proper Values of Items: We refund based on your declared value. Where the declared value is equal to or less than the actual purchase price or replacement cost of your items, you will be refunded according to that exact value. Where the declared value is more than the replacement cost, we will replace the item. Please note that replacement will take the same period as required for shipping.

Damage must be physical: The damage on shipment must be physically seen on the item. We are not liable for manufacturer’s error or technology/electric item which requires testing before use. Item must be unused and in the same condition you received it.

Damage or incomplete item must be noted and reported at the point of delivery or pick up: You must properly inspect all shipment delivered to you. Items like Televisions, Laptops, Phones etc. must be particularly inspected for screen damage. Inspection must be made in presence of our delivery agent or agent at our pick-up station and reported immediately if damage noted or incomplete item is delivered. Photos of such damage precisely showing how items were wrapped and received, boxes used for packaging and the precise spot of such damage must be taken by you as a means of evidence. 

Shipment must not be accepted if damage is noted: You must not accept delivery of Shipment if any damage is noted. If you accept shipment without noting any damage on the delivery record, such shipment shall be deemed to be delivered in good condition and no claim shall be made thereon. You may accept delivery of incomplete item provided that same has been reported and recorded by our delivery agent. If you are not physically available to personally accept shipment at the designated address and shipment was accepted by either of two persons elected by you without noting any damage, or incomplete shipment, no claim shall be made thereon. 

Contact our customer service: You must contact our customers service within 30mins of knowledge of such damage. To aid us with investigation, you would be required to provide us with necessary information i.e. your order number, invoice of purchase, photos of damage on shipment. After our investigation, we will immediately notify you of the status of your refund. If damage was due to our error, your refund will be approved, and we will initiate a refund to your account once received.

• Loss of Items 

Our key promise to you is simple. Anything happens to your items, we compensate you 100% of total cost of your items and total shipping cost for your items. If you do not receive shipment within 14days after the estimated delivery period, you will be entitled to a 100% refund provided the following conditions are fulfilled:

• Loss while in our warehouse

Use a delivery service that provides full tracking information: For item delivery to our warehouse, using a delivery service (e.g UPS, Fed-Ex or DHL) that provides full tracking information will make shipment tracking possible as they provide delivery notifications. A full refund of the declared cost of purchase as stated in your invoice of purchase be made to you once the original invoice of purchase is presented and you provide evidence to show that your item(s) were duly delivered to us by a delivery service which provides full tracking information and signature verification.

Report: If your package has been duly delivered, and it was not updated into your warehouse within 7 days, you should report immediately. If from our investigation, you used a delivery service that provides full tracking information and your item is discovered missing, we will initiate a refund otherwise no refund will be made. 

• Loss while in transit

Proper Values of Items: We refund based on your declared value. Where the declared value is equal to or less than the actual purchase price or replacement cost of your items, you will be refunded according to that exact value. Where the declared value is more than the replacement cost, we will replace the item. Please note that replacement will take the same period as required for shipping.

Tracking: Track your package online to see if there are any special instructions or updates listed. In addition, you should also confirm if either of your elected Representative has accepted delivery on your behalf.

Report: If you did not get your item 7 days after the estimated arrival or delivery date stated in the last notification sent to you, you should report immediately. You are to allow at least 14 days for us to carry out our investigation. If from our investigation, your item is discovered missing, we will initiate a refund. Please note that any request for refunds not made immediately after 7 days will be declined.

Conditions for our 10% refund in shipping cost

• Late Delivery

As earlier stated, we guarantee delivery by air within the stipulated time or 10% refund of shipping your cost. Your satisfaction is our top priority, hence if the delivery timeframe has passed, we will be happy to process a refund of 10%. The following conditions must however be met:

Timely claim: Customer must notify Shiptonaija of any claim for late delivery, via email or live chat after 3 business days of receipt of dispatch notification. You would be required to give us details of your Order number. We will process your claim and respond within 24 hours either by providing customer with refund or providing customer with information explaining the reason why customer is not eligible for refund with evidence of timely delivery or late delivery not due to our fault.

Policy Exclusions and Exceptions:

Exceptions for our 48 hours 100% refund

• Sub-standard items: Claims for sub-standard items should be made against the seller. For example, if item is not as described, different from the sample, doesn’t work the way it should, items bought by mistake, faulty items, or different from the sample.
• Unacceptable items: Refunds are not applicable for prohibited items accepted and shipped to you by mistake. Please see our list of prohibited items.
• Item obtained by fraud: We do not offer refund for Items obtained through fraudulent mean.

Exceptions for our 10% refund in shipping cost

• Public holidays & Festive periods – Public holidays & festive periods will affect transit time. Deliveries normally schedule to be made on the day of holiday observance will be rescheduled for delivery on the next business day. Hence the delivery commitment will be extended for a period equal to the length of the holiday. Festive periods include Christmas, New year, Easter, Eid-el-Kabir etc.
• Delays caused by airlines or vessel: We are not liable for any delay caused by airlines or vessel due to bad weather, stop over and backlogs.
• We are not liable for delays caused by customs.
• We are not liable for delays caused by Strike actions, National emergencies & civil disturbance. 

Note: 

• A $35 wire transfer fee deduction applies to refunds done via wire transfer to your account. Only transfers through Zelle email or phone numbers are free of transfer charges.
• Request for 10% refunds must be made within 14 days of receipt of delayed shipment, any request afterwards will be declined.  
• To claim any refunds, all provisions of Shiptonaija Terms and Condition applies and must be duly met. Please ensure that your request does not contradict them.
• If you do not meet up all requirement in our refund policy, no refund will be made to you. 
• Refund is subject to modification or cancellation at any time and without notice.