Naija Nation ("we" and "us") is the operator of (https://naijanation.org) ("Website"). By placing an order through this Website, you will agree to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website, but from time-to-time, there may be a stock discrepancy, and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Shipping payment will be collected with the purchase. This price will be the final price for the shipping cost to the customer.
Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days. We use USPS as our mail courier. USPS is currently experiencing massive delays nationwide, so your package arrival time could be affected. Naija Nation is not responsible for package arrival time as the options offered are estimated delivery times. Refunds will not be issued due to late delivery times.
Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. We use USPS as our mail courier. USPS is currently experiencing massive delays, so your package arrival time could be affected. Naija Nation is not responsible for package arrival time as the options offered are estimated delivery times. Refunds will not be issued due to late delivery times.
Orders are usually dispatched within 3-5 business days of payment of an order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays, at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Duties & Taxes
Sales tax has already been applied to the price of the goods as displayed on the Website.
Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Naija Nation encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Naija Nation at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
We offer Route Package Protection Insurance, which covers lost, stolen, and damaged items that fit the following criteria at checkout. PLEASE NOTE: IF YOU DO NOT PURCHASE ROUTE PURCHASE PROTECTION INSURANCE, NAIJA NATION IS NOT RESPONSIBLE FOR ANY LOST, STOLEN, OR DAMAGED ITEMS.
Input wrong address
If the customer entered the wrong address at the time of order, Route does not cover this. The customer needs to reach out to the retailer to remedy the incorrect address.
If the customer is unsatisfied with their product, Route is not a product replacement plan, and the order issue cannot be approved. The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.
Too late to file
Route can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Route will deny the order issue according to these policies:
- Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."
- Order issues for packages presumed to be lost (where the status is not "delivered") in US Domestic or Canada must be filed after 7 days (20 for other international countries) and within 30 days from the last checkpoint.
Expedited shipping hasn't arrived
If the customer’s package is delayed for whatever reason, Route will not cover it.
Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery. If the customer paid for expedited shipping, but the package arrives outside of the expected window, Route will not cover it.
Payment installment companies
For payment installments (Afterpay, Quadpay, etc.), the customer’s responsibility is to pay the payment installment company directly. Once Route refunds the customer for their order, the customer must pay their installments directly to the payment installment company.
No tracking information
Route reserves the right to deny order issues where no tracking number/information is available. In these instances, Route will reach out to the retailer to see if one can be provided.
Package in Pre-Shipment
Route reserves the right to deny order issues where package tracking is marked as "pre-shipment."
Non-sanctioned shipping address
Route is based in the United States of America. Due to shipping policies in the US, Route will not cover order issues for items shipped to countries that are not sanctioned by the US. List available here.
Closed order issues
If a customer does not respond within 5 days, Route will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
Didn't want Route
If the customer’s package has not shipped, Route can refund the Route premium. If the item has shipped, Route is already protecting the package and cannot refund the customer.
Lost Items Policies
Packages presumed to be lost
Order issues for packages presumed to be lost (where the status is not "delivered") in US Domestic must be filed after 7 days (including Canada, and 20 for other international countries) and within 30 days from the last checkpoint.
Invalid address or delivery barriers
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost; thus, Route does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.
Only part of the order delivered
If the customer ordered several items in one package, but only part of the order arrived, and there is no evidence of tampering, Route does not cover the order issue. The customer will be referred to the retailer. If a single order is being shipped in multiple packages and one package does not arrive, Route will cover the order issue and reorder or refund the value of the undelivered package. If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to fulfill the missing items.
Packages labeled "return to sender"
Route does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to the sender when a customer provides an invalid or undeliverable address or refuses delivery.
At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it. Route covers the customer’s order if the package gets lost in transit back to the sender.
Order stuck in customs
Route cannot cover when a customer’s order is stuck in international borders/customs. The customer’s next step is to pay the customs fees in order to receive the package. If Route replaces something the customer has already paid customs on, Route can approve and pay customs the second time under Route's discretion.
Order marked as unfulfilled or unshipped
If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.). Route does not control how quickly the retailer ships the customer’s order. Route Package Protection is not yet in action because the order has not shipped.
Order issue filed too soon
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but missing package
At our discretion, Route requires a police report when the customer’s package is marked as delivered. The customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route requires a police report.
Send Route the police report PDF & number in the order issue. Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Order issues for packages marked "delivered" yet not received are considered by Route as stolen. They must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."
Filing a police report
On orders over $100, Route requires evidence of the police report.
The customer files the police report and includes an explanation that Route is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Route, Route requires a police report. Once filed, the customer sends Route the police report PDF & number in the order issue.
Upon request, Route can require additional documentation (e.g. proof of identity, address, etc.).
Delivered to the wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, Route considers this as stolen, and we will replace the order on behalf of the customer.
Damaged Items Policies
If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly. The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a 15-30% refund depending on the severity of the cosmetic damage. Route requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).
Route cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Route can offer a refund instead.
Out of stock
Route doesn’t have visibility to the retailer’s inventory or when they will have the customer’s item back in stock. Route can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.
For all customer service inquiries, please email us at firstname.lastname@example.org.