Shipping policy

LEGAL & POLICY

This policy governs all shipments made through Cartehub Africa, the continent's marketplace for authentic, handcrafted, and Made-in-Africa goods. Please read it carefully before placing an order.

Overview

Cartehub Africa (cartehubafrica.com) is a curated online marketplace dedicated to authentic African products sourced directly from artisans, designers, and vendors across the continent. We connect buyers worldwide with verified African sellers and facilitate the purchase, payment, and delivery of goods ranging from handwoven textiles and adire fabrics to artisan jewellery, natural beauty products, and home décor.

As a multivendor marketplace, Cartehub Africa operates as an intermediary platform. Individual orders are fulfilled and shipped directly by the respective vendors. This policy sets out the platform-wide standards all vendors are contractually required to meet, as well as the rights and responsibilities of buyers.


Important - Shipping timeframes and rates may vary between vendors. Always review the individual vendor's shipping information on the product page before checkout. The estimates in this policy represent platform-wide standards and minimum requirements.


Multivendor Marketplace — How Shipping Works

Cartehub Africa is a marketplace, not a single retailer. When you purchase items from different vendors in one session, your order may arrive as multiple separate shipments, each dispatched by the individual vendor. You will receive separate tracking information for each shipment.

What this means for buyers:

  • Each vendor manages their own inventory, packaging, and fulfilment.
  • Shipping costs are calculated per vendor, not per combined cart.
  • You may receive multiple packages on different dates from a single cart checkout.
  • Delivery timeframes shown at checkout are set by each individual vendor.
  • Vendor contact details are available in your Order Dashboard for direct communication about your shipment.

Vendor obligations:

All vendors registered on Cartehub Africa are contractually required to:

  • Ship orders within the processing time stated on their product listings.
  • Provide valid tracking information within 48 hours of dispatch.
  • Package goods securely and appropriately for the product type.
  • Comply with all applicable export regulations and documentation requirements.
  • Respond to buyer shipping enquiries within 2 business days.

Cartehub Africa Buyer Protection
If a vendor fails to ship your order, provides false tracking, or ships an item significantly different from the listing, Cartehub Africa's Buyer Protection Programme covers your purchase. Contact our support team to open a dispute.


Order Processing Times

Processing time is the period between your order being confirmed (payment cleared) and the vendor dispatching your package to the carrier. It is separate from transit/delivery time.

Standard items - 1–3 business days (Monday–Friday, excluding Nigerian public holidays)
Handmade / artisan items - 3–7 business days - items are crafted to order and require additional preparation time
Custom / personalised orders - 7–21 business days — custom timeframe confirmed by the vendor at time of order
Bulk / wholesale orders - 5–14 business days - contact the vendor before placing large volume orders
Pre-order items - As stated on the product listing - typically 2–8 weeks from order date


Orders placed on weekends or public holidays - Processing begins on the next business day. Nigerian national holidays, including Eid al-Fitr, Eid al-Adha, Christmas, and New Year, may extend processing times. Vendors will communicate any expected delays via your Order Dashboard.


You will receive an email notification with tracking information once your order has been dispatched. If you have not received dispatch confirmation within 2 business days beyond the vendor's stated processing time, please contact Cartehub Africa support.

Domestic Shipping - Nigeria

Domestic shipments within Nigeria are handled by Cartehub Africa's approved carrier partners. Vendors are required to use tracked services for all domestic orders.

Service
Coverage
Estimated Delivery
Tracking

Express Delivery
Lagos, Abuja, Port Harcourt, Kano, Ibadan
1–2 business days
Real-time

Standard Delivery
All state capitals & major cities
3–5 business days
Full tracking

Economy Delivery
Nationwide including rural LGAs
5–10 business days
Partial tracking

Same-Day Delivery
Lagos (select areas), Abuja
Same business day (order by 11am)
Real-time

Domestic carrier partners include GIG Logistics, DHL Nigeria, Sendbox, Kwik, and Aramex Nigeria. The carrier used for your order depends on the vendor's location and the selected service level.


Delivery attempts - Carriers will attempt delivery twice. If no one is available to receive the package, a notification will be left. The package will be held at the nearest collection point for 5 business days before being returned to the vendor. Additional redelivery charges may apply.


African Regional Shipping

Cartehub Africa ships to destinations across the continent. Delivery times and available services vary by country due to differences in infrastructure, customs processes, and carrier networks.

Region / Countries
Standard Delivery
Express Delivery
Notes

West Africa
Ghana, Senegal, Côte d'Ivoire, Benin, Togo, Sierra Leone, Liberia
5–10 business days
3–5 business days
Good carrier coverage

East Africa
Kenya, Uganda, Tanzania, Ethiopia, Rwanda, Zambia
7–14 business days
4–7 business days
Customs varies by country

Southern Africa
South Africa, Zimbabwe, Botswana, Namibia, Mozambique
7–14 business days
4–7 business days
Full tracking available

North Africa
Egypt, Morocco, Tunisia, Algeria, Libya
8–16 business days
5–8 business days
Additional customs docs may be required

Central Africa
Cameroon, DRC, Gabon, Chad, Congo
10–20 business days
Not available for all destinations
Limited carrier coverage in some areas

All intra-African shipments are subject to the destination country's import regulations and customs duties. Cartehub Africa vendors are required to provide accurate commercial invoices and relevant export documentation for cross-border shipments.


AfCFTA Compliance - Cartehub Africa supports African Continental Free Trade Area (AfCFTA) objectives. We work with our vendor community to accurately classify goods and provide certificates of origin where available to facilitate reduced tariff treatment under AfCFTA provisions.

International Shipping

We ship authentic African products to buyers worldwide, including the African diaspora in Europe, North America, and beyond. International shipments are handled by premium global carrier partners to ensure safe and trackable delivery.

Destination
Economy
Standard
Express (DHL / FedEx)

United Kingdom
10–18 business days
7–12 business days
3–5 business days

United States & Canada
12–21 business days
8–14 business days
4–6 business days

European Union
10–18 business days
7–12 business days
3–5 business days

Australia & New Zealand
14–25 business days
10–18 business days
5–7 business days

Middle East & Gulf
8–15 business days
5–10 business days
3–5 business days

Asia Pacific
14–28 business days
10–18 business days
5–8 business days

International carrier partners include DHL Express, FedEx International, Aramex, and EMS (Nigeria Postal Service). All international shipments include tracking.


Transit time disclaimer - International delivery estimates begin from the date of dispatch, not the date of order. Customs clearance in the destination country can add additional days and is beyond Cartehub Africa's or the vendor's control. Peak periods (November–January, Ramadan) may experience additional delays.


Shipping Rates

Shipping rates are calculated at checkout based on the destination, package weight and dimensions, selected service level, and individual vendor pricing. Rates are shown in Nigerian Naira (₦) and converted to your local currency at the prevailing exchange rate.

Domestic Nigeria - indicative rates:

Weight
Same-Day (Lagos)
Express
Standard
Economy

Up to 0.5 kg
₦1,500–₦2,500
₦1,200–₦2,000
₦800–₦1,500
₦500–₦900

0.5–2 kg
₦2,500–₦4,000
₦2,000–₦3,500
₦1,500–₦2,500
₦900–₦1,500

2–5 kg
₦4,000–₦6,500
₦3,500–₦5,500
₦2,500–₦4,000
₦1,500–₦2,500

5–10 kg
Quote required
₦5,500–₦9,000
₦4,000–₦7,000
₦2,500–₦4,500

Over 10 kg - Contact vendor for freight quotation

International and African regional rates vary significantly by destination and package specifics. The exact shipping cost is displayed at checkout before payment is confirmed.


Free shipping promotions - Individual vendors may offer free shipping promotions on qualifying orders. These are displayed on product pages and applied automatically at checkout. Cartehub Africa periodically runs platform-wide free shipping campaigns — subscribe to our newsletter to be notified.


Order Tracking

All orders shipped through Cartehub Africa include order tracking. Once your vendor dispatches your order, you will receive:

  • An email notification with your tracking number and a link to the carrier's tracking portal.
  • An SMS notification to your registered mobile number (where enabled).
  • Real-time status updates in your Cartehub Africa Account Dashboard under My Orders.

Tracking status definitions:

Order ConfirmedPayment received; vendor notified to begin processing.
ProcessingVendor is preparing and packaging your order.
DispatchedOrder handed to carrier; tracking number available.
In TransitPackage is moving through the carrier network.
Out for DeliveryPackage is with a delivery agent en route to your address.
DeliveredPackage delivered to the specified address or collection point.
Delivery AttemptedDelivery was not possible; see notification for next steps.
ExceptionA delay or issue has been flagged. Contact support for details.


Tracking not updating? - It can take 24–48 hours after dispatch for tracking information to populate in the carrier's system. If your tracking number shows no movement for more than 5 business days after dispatch, contact Cartehub Africa support and we will liaise with the vendor and carrier on your behalf.


Customs, Import Duties & Taxes

When ordering from Cartehub Africa for delivery outside Nigeria, your shipment may be subject to import duties, taxes, and customs clearance fees levied by the destination country's customs authority. These charges are entirely outside Cartehub Africa's control and are the sole responsibility of the recipient (buyer).


Customs charges are not included in your order total - Import duties and taxes are not collected by Cartehub Africa at checkout. You may be required to pay these charges directly to the carrier or customs authority before your package is released for delivery. Failure to pay may result in the package being returned or destroyed.


What buyers should know:

  • Duty and tax thresholds vary significantly between countries. Research your country's de minimis value before ordering.
  • In the UK, import VAT and customs duty apply to goods valued over £135. In the US, goods under $800 are generally duty-free.
  • The EU applies VAT on all imported goods from the first euro; duty applies above €150.
  • Cartehub Africa vendors declare the accurate commercial value and description of all goods on customs documentation. We do not under-declare values or misdescribe goods under any circumstances.
  • Handmade and artisan goods may qualify for reduced tariff rates under cultural goods or craft exemptions in some jurisdictions — check with your country's customs authority.

Documentation provided with all international shipments:

  • Commercial invoice with accurate item description, quantity, and declared value
  • HS (Harmonised System) tariff code where required
  • Certificate of origin (available on request, may incur a documentation fee)
  • Packing list for multiple-item shipments

Undeliverable & Returned Packages

A package is deemed undeliverable when:

  • The delivery address provided is incomplete, incorrect, or does not exist.
  • The recipient is unavailable after two delivery attempts and does not collect from the carrier's holding facility.
  • The recipient refuses to pay applicable customs duties or import taxes.
  • The package is refused at delivery.
  • The shipment is rejected by destination country customs due to prohibited goods or missing documentation.

When a package is returned to the vendor, the following applies:

  • Address error by buyer: The buyer is responsible for the original shipping cost and any return shipping charges. A refund of the product value only (less shipping costs) may be issued once the vendor confirms receipt of the returned package.
  • Address error by vendor: The vendor bears full responsibility for resending the order at no additional cost to the buyer, or issuing a full refund including shipping.
  • Customs refusal due to prohibited goods: No refund is issued for shipments seized or destroyed by customs authorities if the item was listed accurately on our platform. If the goods were misdescribed, contact support immediately.

Address changes - If you need to change your delivery address after placing an order, contact Cartehub Africa support immediately via [email protected]. Changes can only be made before the vendor dispatches the package. Once dispatched, address changes are subject to carrier fees and availability.


Lost, Stolen & Damaged Shipments

If your shipment is lost, stolen, or arrives damaged, please follow the steps below.

Package not received after estimated delivery date:

  • Wait 3 additional business days beyond the estimated delivery date (carrier delays are common during peak periods).
  • Check the carrier's tracking portal for status updates and collection notices.
  • Check with neighbours, building reception, or household members.
  • If still unresolved, contact Cartehub Africa support within 15 days of the estimated delivery date with your order number and tracking number.

Package arrived damaged:

  • Photograph the outer packaging and damaged items before unpacking further.
  • Retain all packaging materials — they may be required for the carrier's damage claim.
  • Report the damage to Cartehub Africa support within 48 hours of delivery with photos attached.
  • Do not dispose of the packaging or damaged item until the claim is resolved.

Buyer Protection coverage - Orders that are confirmed lost by the carrier or arrive significantly damaged are covered by Cartehub Africa's Buyer Protection Programme. Depending on the outcome of the investigation, remedies include a full refund, replacement item, or partial refund. Claims must be raised within 30 days of the estimated delivery date.


Investigation timeframes:

Domestic NigeriaInvestigation completed within 5–7 business days
African regional7–14 business days
International10–21 business days

Special Shipments

Certain product categories on Cartehub Africa require special handling, packaging, or shipping arrangements.

Textiles & Fabric (Ankara, Kente, Adire, Aso-oke, lace, etc.)

  • Fabric bolts are vacuum-sealed and wrapped in protective plastic before outer packaging.
  • Dyed fabrics (particularly adire and batik) are packaged separately to prevent colour transfer.
  • Large fabric orders (above 10 yards) may require freight shipping — contact the vendor for a quotation.

Jewellery & Beadwork

  • Items are individually padded and boxed to prevent breakage in transit.
  • High-value pieces (above ₦150,000) are dispatched with signature-on-delivery as standard.
  • Gold and silver pieces are accompanied by material authenticity documentation where available.

Natural Beauty & Wellness Products (Shea butter, black soap, oils, etc.)

  • Liquid and cream products are sealed and cushioned to prevent leakage.
  • International shipments of cosmetic products must comply with destination country cosmetics import regulations. Some products may be restricted in certain markets.
  • Raw shea butter in large quantities may require a phytosanitary certificate for some export destinations.

Fragile Items & Home Décor

  • Ceramic, glass, and wooden items are double-boxed with foam padding.
  • Fragile items are clearly marked on outer packaging.
  • Buyers are strongly advised to select Express or Standard shipping (not Economy) for fragile items to minimise handling time.


Prohibited and restricted items - Cartehub Africa does not permit the sale or shipment of endangered species products (ivory, skins), counterfeit goods, items prohibited under CITES, hazardous materials, or any goods illegal in the destination country. Vendors found violating this policy are immediately suspended from the platform.


Returns & Return Shipping

Returns are subject to each vendor's individual return policy, which is displayed on the product listing page. Platform-wide minimum return standards set by Cartehub Africa are as follows:

  • Buyers may initiate a return within 14 days of confirmed delivery for most items (exceptions below).
  • Items must be returned in their original, unused condition with all original packaging.
  • Return shipping costs are the responsibility of the buyer unless the item arrived damaged, defective, or significantly not as described.
  • Refunds are processed within 5–10 business days of the vendor confirming receipt of the returned item.

Non-returnable items:

  • Custom-made or personalised orders
  • Perishable goods and food items
  • Hygiene products once opened (including some beauty and wellness products)
  • Digital goods
  • Items marked as final sale
  • Earrings and intimate apparel for hygiene reasons

Return shipping process:

  1. Log into your Cartehub Africa account and navigate to My Orders.
  2. Select the order and click Request Return. Describe the reason for return.
  3. Await vendor approval (vendors have 2 business days to respond).
  4. Once approved, ship the item using a tracked service to the vendor's return address (provided in the approval notification).
  5. Upload the return tracking number to your Order Dashboard.
  6. Refund is processed within 5–10 business days of vendor receipt confirmation.

Disputes - If a vendor does not respond to your return request within 2 business days or refuses a legitimate return, escalate through your Order Dashboard by clickingOpen Dispute. Cartehub Africa's team will mediate and ensure a fair resolution under the Buyer Protection Programme.


Contact & Support

Our customer support team is available to assist with any shipping-related enquiries, disputes, or concerns.

Email - [email protected] - response within 24 hours (business days)
Live Chat - Available on cartehubafrica.com - Monday to Saturday, 8:00am–8:00pm WAT
WhatsApp - Available via the site - for urgent shipping queries
Order Dashboard - Log in and use My Orders → Contact Vendor for vendor-specific queries
Business hours - Monday–Friday 8:00am–6:00pm WAT, Saturday 9:00am–4:00pm WAT

When contacting support, please have your order number, tracking number, and registered email address ready to ensure the fastest resolution.


Policy updates - Cartehub Africa may revise this Shipping Policy from time to time. The effective date at the top of this document reflects the date of the most recent revision. Continued use of the platform following a policy update constitutes acceptance of the revised terms. We recommend reviewing this page periodically.