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KASUMART.NG — SHIPPING POLICY

Effective Date: 11 October 2026
Last Updated: 11 October 2026

1. Introduction

Kasumart (“Kasumart,” “we,” “our,” or “us”) operates a multi-vendor online marketplace connecting customers with independent sellers through our website and mobile applications.

This Shipping Policy explains how orders are prepared, dispatched, delivered, tracked, and handled when shipping problems occur.

Our goal is to make delivery arrangements transparent and convenient for customers while helping sellers and logistics partners fulfil orders responsibly.

This Policy should be read together with our Terms and Conditions, Refund Policy, Cancellation Policy, Return Policy, and Seller Agreement.

2. Shipping Coverage

Kasumart aims to facilitate deliveries within Nigeria, subject to seller availability, logistics coverage, product restrictions, and the delivery options displayed at checkout.

Delivery availability may vary by:

  • State, city, town, or delivery address.

  • Seller location and fulfilment arrangements.

  • Product size, weight, and handling requirements.

  • Availability of suitable delivery partners.

  • Security, accessibility, and operational conditions.

Not every seller or product will necessarily be available for delivery to every location.

Customers should enter their delivery address during checkout to determine whether the selected products can be delivered to their location.

Any international shipping service, if introduced, will be subject to separate availability, customs, import, and delivery requirements.

3. Order Processing

After an order is placed, the relevant seller may need to confirm stock availability, prepare the product, package it, and arrange dispatch.

Order processing time is separate from transit time.

Processing may take longer during public holidays, promotional campaigns, periods of high demand, or circumstances affecting the seller's operations.

The estimated processing or dispatch timeframe shown at checkout, in the order details, or in seller information should be used where available.

Placing an order does not necessarily mean that the seller has accepted it or that dispatch has begun.

4. Shipping and Delivery Estimates

Estimated delivery times may depend on:

  • The seller's location.

  • The customer's delivery address.

  • Product availability and preparation time.

  • The delivery method selected.

  • The logistics provider.

  • Weather, road conditions, public holidays, and other disruptions.

Any delivery estimate displayed on Kasumart is an estimate unless expressly identified as a guaranteed delivery commitment.

Kasumart and its participating sellers will take reasonable steps to meet communicated delivery estimates and provide relevant updates when material delays become known.

If an order is delayed beyond the applicable delivery commitment, customers may contact Customer Support for assistance and any remedy available under applicable law and our marketplace policies.

5. Shipping Fees

Shipping fees, where applicable, will be displayed during checkout or otherwise communicated before the customer completes the purchase.

Fees may vary based on:

  • Delivery location.

  • Product size, weight, or quantity.

  • Seller location.

  • Delivery method.

  • Special handling requirements.

  • The logistics provider's applicable charges.

Where an order contains products from multiple sellers, separate delivery charges may apply to different items or shipments.

Customers should review the final order summary before confirming payment.

Kasumart will not knowingly impose undisclosed shipping charges after an order has been placed, except where an additional charge is lawfully agreed upon by the customer.

6. Multiple Sellers and Separate Shipments

Kasumart allows customers to purchase products from different independent sellers.

Products in a single checkout may be prepared and dispatched separately because sellers may operate from different locations or use different logistics arrangements.

As a result:

  • Items in one order may arrive at different times.

  • Different tracking references may be issued.

  • Shipping charges may vary between shipments.

  • A delay affecting one seller may not affect the other sellers' shipments.

Where possible, order details will indicate the relevant seller, shipment, and delivery status.

7. Delivery Methods and Logistics Partners

Depending on availability, delivery may be handled by:

  • The seller directly.

  • A third-party courier or logistics company.

  • A delivery partner arranged through Kasumart.

  • Another authorised fulfilment provider.

The available delivery method may vary by location and product.

Where a third-party logistics provider handles an order, delivery operations may be subject to that provider's procedures. However, the use of a third party does not remove any obligation or liability that Kasumart, the seller, or another party has under applicable law.

8. Tracking Your Order

Where order tracking is available, customers may view shipment progress through their Kasumart account, order notifications, or the relevant logistics provider.

Tracking information may include:

  • Order confirmation.

  • Processing or preparation.

  • Dispatch.

  • In-transit updates.

  • Delivery attempts.

  • Successful delivery.

Tracking updates may not appear immediately because they depend on information supplied by the seller or logistics provider.

If tracking information appears incorrect, has not updated for an unusually long period, or indicates an unexpected delivery outcome, contact Customer Support with your order number.

9. Accurate Delivery Information

Customers are responsible for providing accurate and complete delivery information, including:

  • Recipient's name.

  • Valid phone number.

  • Full delivery address.

  • Relevant landmarks or directions.

  • Any additional information reasonably required for delivery.

Incorrect or incomplete information may cause delays, failed delivery attempts, or additional arrangements.

If you need to update your delivery address after placing an order, contact Kasumart as soon as possible. Changes may not be possible once an order has been dispatched or assigned to a delivery partner.

Any additional delivery charge arising from a customer-requested change must be communicated and handled lawfully.

10. Delivery Attempts and Unsuccessful Delivery

A delivery may be unsuccessful if:

  • The recipient is unavailable.

  • The address cannot be located.

  • The contact number is unreachable.

  • Access to the delivery location is restricted.

  • The recipient refuses the delivery.

  • Other circumstances prevent safe or reasonable delivery.

Where possible, the seller or delivery partner may contact the recipient to arrange another attempt or clarify the delivery details.

Additional delivery attempts, collection arrangements, or charges may depend on the service selected and the applicable terms. Any charge must be properly disclosed and lawful.

If delivery cannot be completed, Kasumart may coordinate with the seller or delivery partner to determine the next steps, including return to sender, cancellation, or another appropriate resolution.

11. Receiving Your Order

Customers should check the package and product upon delivery where reasonably possible.

If the package appears visibly damaged, opened, tampered with, or incomplete, customers are encouraged to record the condition and report the issue promptly.

Where the delivered item is incorrect, damaged, defective, or materially different from its description, customers should follow the applicable Return and Refund Policy.

A signature, delivery confirmation, or proof of receipt may be used to record the delivery event. Such records will be considered alongside other available evidence when a delivery dispute arises.

Accepting a package does not automatically remove any legal right to report a defect, request a refund, or pursue another available remedy.

12. Lost or Missing Shipments

If an order has not arrived within the applicable delivery estimate, customers should first check the order status and tracking information where available.

If the shipment appears lost, incorrectly marked as delivered, or missing, contact Kasumart Customer Support.

We may investigate by reviewing:

  • The order and dispatch records.

  • Tracking information.

  • Delivery confirmation records.

  • Seller communications.

  • Logistics provider records.

  • Information supplied by the customer.

Where a shipment is confirmed lost or delivery cannot be established, we will assess the appropriate remedy under applicable law and our Refund and Cancellation Policies.

Customers should not be required to resolve a marketplace delivery dispute entirely on their own when Kasumart or its participating sellers can reasonably assist with the investigation.

13. Delayed Deliveries

Delivery delays may result from severe weather, traffic, logistics disruptions, operational difficulties, public holidays, security conditions, or other unforeseen events.

When a material delay becomes known, Kasumart or the relevant seller should provide an update where reasonably practicable.

If an order is significantly delayed, customers may contact Support to request information or discuss available options.

Where the delay gives rise to a cancellation, refund, or other right under applicable law, that right will be respected.

14. Damaged, Incorrect, or Incomplete Deliveries

If a product arrives damaged, defective, incorrect, or incomplete, please contact Customer Support and provide:

  • Your order number.

  • A description of the problem.

  • Photographs or videos where reasonably available.

  • Relevant packaging or shipment information, where useful.

We may contact the seller or logistics provider to investigate.

Depending on the circumstances and applicable law, an appropriate resolution may include replacement, delivery of missing items, a refund, or another lawful remedy.

Please refer to our Return Policy and Refund Policy for additional information.

15. Refused Deliveries

Customers should not refuse a delivery without a reasonable basis or without first contacting Support where clarification is needed.

If you refuse a delivery because the product is damaged, incorrect, or otherwise subject to a lawful remedy, report the issue and follow the instructions provided.

Refusing a delivery does not automatically mean that the order has been cancelled or that a refund has been approved.

Any return costs, deductions, or refund decisions will be assessed according to the circumstances, our applicable policies, and Nigerian law.

16. Cash on Delivery

If cash on delivery is available for a particular order and location, the customer must follow the payment instructions shown at checkout.

Cash-on-delivery availability may depend on the seller, delivery address, product category, and logistics arrangement.

Customers should verify the amount payable before completing the transaction and request an appropriate receipt or confirmation where available.

Cash-on-delivery orders may have different cancellation and refund procedures from prepaid orders. Those procedures will be explained through the relevant marketplace policies and must comply with applicable law.

17. Shipping Restrictions

Some products may be restricted from shipping because of their size, weight, fragility, hazardous properties, legal restrictions, or the limitations of the available delivery network.

Sellers must not list products for delivery where the proposed shipping arrangement would violate applicable law or logistics-provider requirements.

Kasumart may restrict delivery options, reject an order, or cancel a transaction where fulfilment cannot lawfully or safely proceed.

Where a prepaid order is cancelled and a refund is due, it will be handled under our Refund Policy.

18. Seller Shipping Responsibilities

Sellers using Kasumart are expected to:

  • Maintain accurate product availability information.

  • Package products appropriately for their nature.

  • Provide realistic processing and dispatch estimates.

  • Dispatch orders within their communicated fulfilment commitments.

  • Use suitable and lawful delivery arrangements.

  • Supply tracking or dispatch information where supported.

  • Cooperate with investigations involving delayed, missing, or damaged shipments.

  • Communicate material fulfilment problems promptly.

Repeated shipping failures may result in seller review, restrictions, or other action under our Seller Agreement.

19. Customer Shipping Responsibilities

Customers are encouraged to:

  • Provide accurate delivery information.

  • Keep their contact number available during expected delivery periods.

  • Monitor order updates where available.

  • Provide reasonable directions to the delivery location.

  • Report delivery problems promptly.

  • Retain order references and relevant evidence until the transaction is resolved.

These responsibilities do not remove any legal obligation placed on Kasumart, the seller, or the logistics provider.

20. Events Beyond Our Reasonable Control

Delivery may be affected by events outside the reasonable control of Kasumart, sellers, or logistics providers, including natural disasters, severe weather, public emergencies, government restrictions, security incidents, and major transport disruptions.

Where such an event affects an order, we will take reasonable steps to communicate material changes and help identify an appropriate resolution.

This section does not automatically excuse non-performance where applicable law provides otherwise or remove a customer's right to a lawful cancellation, refund, or other remedy.

21. Shipping Complaints

If you have a question or complaint about shipping, contact Kasumart Customer Support.

Please provide your order number, tracking reference where available, delivery address, and a clear explanation of the issue.

We will review the available information and coordinate with the relevant seller or logistics provider where appropriate.

If the complaint cannot be resolved directly, you may pursue any remedies available under applicable Nigerian law.

22. Changes to This Policy

Kasumart may update this Shipping Policy to reflect changes in delivery coverage, logistics arrangements, marketplace functionality, or applicable legal requirements.

The latest version will be published on Kasumart.ng with an updated revision date.

Where required by law, we will provide additional notice before implementing relevant changes.

23. Contact Us

For shipping questions, delivery updates, or complaints, contact:

Kasumart Customer Support

Please include your order number and tracking reference, if available, so we can assist you efficiently.

Kasumart.ng — Connecting Buyers and Sellers.

This Shipping Policy should be read together with our Terms and Conditions, Refund Policy, Cancellation Policy, Return Policy, Privacy Policy, and Seller Agreement.