Shipping & Delivery Policy

This policy explains how orders placed on NKEMSTORE are delivered, how delivery is confirmed, and how payments are handled between customers and vendors.

1. Who Delivers Your Order

Orders are delivered by NKEMSTORE’s own network of registered delivery agents. These are independent agents who sign up on our platform, verify their account by a one-time code, and work under our Agent Service Agreement. We do not use a third-party courier company. The vendor prepares your order and the assigned delivery agent brings it to you.

2. Delivery Areas, Fees and Timelines

• Delivery fees are calculated from the vendor’s branch location and your delivery address, and are shown at checkout before you pay.
• Delivery times shown are estimates, not guarantees. They depend on the vendor’s preparation time, distance, traffic, and weather.
• Delivery fees are non-refundable once an order has been dispatched, except where the delivery fails because of our or the vendor’s fault.

3. Tracking

While your order is out for delivery you can follow its status in your account, and see the delivery agent’s live location on the map.

4. How Delivery Is Confirmed (OTP)

1. When your order is on its way, we send you a delivery OTP (one-time code) by notification on the NKEMSTORE platform, by email, and by SMS.
2. When the delivery agent arrives, check that the order is right, then give the delivery agent the code.
3. The delivery agent enters the code on their delivery agent dashboard on NKEMSTORE. Once the code is accepted, the order is marked delivered.

Important: do not share your OTP with anyone before you have received your order. Delivery confirmed with your OTP is treated as proof that the order was delivered. The time of OTP confirmation is when your return and refund window starts (see our Returns & Refund Policy).

5. Failed or Late Deliveries

• If you are unreachable or the address is wrong, the delivery agent will try to contact you. If delivery still cannot be made, the order may be returned to the vendor and re-delivery fees may apply.
• If your order is late or does not arrive, contact support@nkemstore.com with your order number.

6. How Payments Reach Vendors

NKEMSTORE does not hold customer wallets and does not hold your money pending any decision. Here is how it works:

• You pay through Paystack at checkout.
• Paystack splits the payment automatically between the vendor (through the vendor’s Paystack subaccount) and NKEMSTORE (our commission and delivery fee), at the time the payment is made.
• Vendors are settled automatically by Paystack according to the settlement schedule on their subaccount. Customers cannot delay or block a vendor’s settlement.
• Delivery confirmation and any later complaint do not stop or reverse a vendor’s settlement. Valid refunds are handled separately under the Returns & Refund Policy.

7. Contact

Email: support@nkemstore.com