1. Processing Time

All orders are verified and processed within 24 hours after payment confirmation (excluding Sundays & public holidays). Orders placed with Pay Small Small are processed immediately after 30% deposit confirmation.

Orders requiring verification (high-value) may take up to 48 hours.

2. Delivery Time Estimates

Standard Delivery

• Same-City / Major Cities: 1-3 working days after processing
• Other Regions / Remote Areas: 2-5 working days after processing

Express Delivery (if available at checkout)

Same-day or next-day delivery for select cities at additional cost.

3. Shipping Fees

• Shipping fee is calculated automatically at checkout based on weight, size, variation selected, and delivery location.
• Free shipping promotions apply only when explicitly stated and may have minimum order value.
• For Pay Small Small orders, shipping fee must be paid with the first 30% deposit.

4. Order Tracking

Once your order is shipped, you will receive a tracking number and logistics partner name via WhatsApp and Email. You can track via the link provided or contact support for live update.

5. Delivery Process

• Our rider/logistics partner will call you before delivery.
• Ensure your phone is reachable and address is accurate with landmark.
• Recipient must be available. If unavailable, delivery will be re-attempted once, then order returned to warehouse. Re-delivery may attract additional fee.
• Please inspect package before signing. For electronics, record unboxing video as proof for warranty/return.

6. Delayed Deliveries

Delays may occur due to weather, traffic, fuel scarcity, network issues, public holidays, incorrect address, or recipient unavailability. We are not liable for delays beyond our control but will keep you updated and assist to resolve.

7. Damaged / Lost Packages

7.1 Damaged on Arrival

If package arrives visibly damaged, do NOT accept it, or take photos/video immediately and contact us within 24 hours via WhatsApp with unboxing video.

7.2 Lost in Transit

If tracking shows no movement for 7 days, contact us. We will investigate with logistics partner and arrange replacement or refund if confirmed lost.

8. Failed Delivery & Returns to Origin

If delivery fails due to wrong address, phone switched off, refusal to pick up, or customer unavailable after 2 attempts, package returns to us. Customer will bear re-delivery fee or forfeit shipping fee if refund requested.

9. Change of Delivery Address

Address change is possible only before order is shipped. After shipping, change is not possible. Contact support immediately if you need to change address within 2 hours of ordering.

10. Bulk / Large Items

Large appliances, bulk orders may require special handling and longer delivery time. Our support will contact you to arrange.

11. Contact for Shipping Support

For delivery issues, tracking help or address change, message us via WhatsApp chat on website or email sales@goodnessmart.com.ng with your Order ID.