Shipping & Delivery

This policy explains how orders placed on Hubber are dispatched and delivered, what delivery costs, how long it takes, and what happens when something goes wrong.

It forms part of our Terms & Conditions and should be read alongside our Returns & Refunds policy.

Deliveries are carried out by independent third-party logistics partners. Hubber books and coordinates delivery, tracks it, and acts as your point of contact, but we are not the carrier and we do not employ the delivery personnel.

We select logistics partners based on coverage, reliability and cost, and we may use different partners for different routes, weights and service levels.

We deliver across Nigeria, but coverage and service levels vary by location:

• Lagos and major city centres generally have the fastest and most frequent service.
• State capitals and large towns are typically served by scheduled inter-state routes.
• Remote and interior locations may require delivery to the nearest partner hub or pickup station for collection, and may attract a higher fee.

Some locations may be temporarily or permanently unavailable for reasons of access or safety. Availability is confirmed at checkout based on the delivery address you enter.

An order moves through two stages:

• Handling time — the period the supplier needs to confirm, pick and pack the order and hand it to the logistics partner.
• Transit time — the period the logistics partner needs to move the order to the delivery address.

The estimate shown at checkout combines both. All timelines are estimates, not guarantees. They depend on the supplier, the logistics partner and the route.

Delivery may take longer than estimated because of:

• Incomplete or incorrect address or phone details.
• The recipient being unreachable or unavailable.
• Traffic, road conditions, fuel supply, weather or flooding.
• Public holidays and peak periods such as Christmas, Eid and Black Friday.
• Civil unrest, security restrictions, curfews or road closures.
• Stock or supplier delays.

We will notify you of material delays and keep the order status updated on the Platform.

Delivery fees are calculated and shown before an order is confirmed. They vary according to:

• Pickup and delivery locations, and the distance between them.
• Weight, dimensions and volume of the package.
• Fragile, bulky or special-handling requirements.
• The service level selected.

All fees are quoted in Nigerian Naira (₦). Because fuel and transport costs in Nigeria change frequently, delivery rates may be adjusted from time to time. The fee that applies to your order is the one displayed when the order is confirmed.

Where a reseller passes the delivery fee on to their customer, that is a matter between the reseller and their customer. The reseller remains responsible to Hubber for the fee shown at confirmation.

You are responsible for giving a complete and accurate delivery address and a reachable Nigerian phone number for the recipient. Please include, where relevant, the street name and number, the nearest landmark or bus stop, the estate or building name, the floor or flat number, and the local government area and state.

Address changes are only possible before the order is dispatched. After dispatch, a change may not be possible, and where the logistics partner charges for redirection, that cost may be passed on to you.

Once an order is dispatched, you can follow its status on the Platform. Status updates come from the logistics partner and may lag behind the actual physical movement of the package.

The logistics partner will normally attempt delivery up to three times and will attempt to contact the recipient by phone before each attempt. Please make sure the recipient is reachable and expecting the delivery.

An order is treated as delivered when it is handed to the recipient at the delivery address, or to a person at that address who appears authorised to accept it, or when it is collected from a pickup station.

Risk in the product passes on delivery. We recommend the recipient inspects the package before accepting it, and records the condition of the packaging where anything looks wrong.

Where payment on delivery is offered, the customer pays the logistics partner at the point of delivery. The logistics partner remits the amount collected to Hubber, and it is reconciled against the order before wallet balances are updated.

Reconciliation and remittance typically take several business days after delivery and depend on the logistics partner's own remittance cycle.

Payment on delivery may not be available for every location, product or order value. We may restrict it, require prepayment of the delivery fee, or apply order limits where an account shows a persistently high rate of failed or rejected deliveries.

A delivery may fail where:

• The address is wrong, incomplete or cannot be located.
• The recipient is unreachable after reasonable contact attempts.
• The recipient is unavailable after the agreed number of delivery attempts.
• The recipient refuses the order.
• The recipient cannot pay on delivery, or pays less than the amount due.
• The location is inaccessible or unsafe for the delivery personnel.

Where a delivery fails and the product is returned to origin:

• The product is returned to the supplier.
• The forward and return delivery costs actually incurred may be charged to the reseller and deducted from their wallet.
• No margin is payable on the order.

Reducing failed deliveries is the single biggest cost saving available to a reseller. Confirming the address, the phone number and the customer's readiness to pay before placing an order is the most effective way to do it.

If an order is lost in transit or arrives damaged, report it through the Platform as soon as possible and within 48 hours of delivery for damage, with photos of the product and the packaging.

We will raise a claim with the logistics partner and keep you updated. Where a claim succeeds, the resolution — replacement, refund or compensation — is handled under our Returns & Refunds policy.

Logistics partners apply their own liability limits to transit claims, and compensation may be capped below the value of the order. Our own liability is limited as set out in our Terms & Conditions.

Some items cannot be carried by our logistics partners, or require special packaging, declaration or handling — for example flammables, pressurised containers, batteries, perishables and fragile goods. Items that may not be listed or shipped at all are set out in our Prohibited & Restricted Items Policy.

For any delivery question, contact us through the support channels in the Platform or at hubber@hubber.com.ng with your order number and tracking reference.