1. Who delivers your order
MeridianCart is a marketplace, so every order is prepared by an independent, verified seller. If your cart has items from more than one seller, they are sent separately and each seller order has its own tracking status. Delivery is done by a delivery company chosen at checkout, or by the seller personally when the seller offers their own delivery.
2. Preparing and sending your order
- After your payment is confirmed, the seller has 48 hours to start fulfilling your order.
- You can follow each step (processing, shipped, delivered) under Track my order. You also get a notification and an email when the status changes.
- If a seller misses that deadline, our team is alerted and follows it up with the seller. If your order cannot be fulfilled, you can ask for a refund.
3. Delivery fees and how they are worked out
The delivery fee is calculated for each seller from your delivery address and the packed weight of the items, and it is shown at checkout before you pay. You are never charged for delivery later.
- The basic rule: a base price covers a base weight, and each extra kilogram adds a set amount. Weight is the item weight in kilograms multiplied by the quantity.
- Seller offers: a seller may offer free delivery, free delivery above an amount or quantity, a flat fee, or a discount on the delivery fee. Any offer that applies is already included in the fee you see.
- Digital products have no delivery and no delivery fee.
- If delivery is not yet available to your area for a seller, checkout tells you so instead of guessing a price. Please choose another delivery location or contact us.
4. Delivery times
Delivery times depend on the seller, the delivery company and your location, so they are estimates and not guarantees. Roads, weather, public holidays and other events outside anyone's control can cause delays. Please make sure your address and phone number are correct, and keep your phone on, because delivery companies call before they arrive.
5. Digital products
Digital products are available in your account as soon as your payment is confirmed. Nothing is posted to you. Each digital product shows its own refund rule before you buy it (for example, refundable only before download, within a number of days, or not refundable). Please read it before you pay.
6. When your order arrives
- Check the parcel when you receive it. Where possible, take photos of the parcel and the item.
- If everything is fine, press Confirm receipt in your account. This releases your payment to the seller.
- If you do nothing, the order is confirmed automatically 7 days after delivery and payment is released to the seller. If you have a problem, raise a complaint before then.
7. Returns, refunds and complaints
You can raise a complaint from your account for any of these reasons:
- the item did not arrive,
- you received the wrong item,
- the item is damaged or faulty,
- the item is not as described, or
- another problem with your order.
Describe the problem and attach photos or other evidence. If you tell us the item did not arrive, the payment for that order is held while we look into it. For every other problem, please raise your complaint before the 7 days in section 6 end. Our team reviews what both sides say and decides the fairest result, which may be a refund of part or all of the order, a replacement arranged with the seller, or no action if the complaint is not supported. We will tell you the decision and the reason.
- Where the item must be sent back, we tell you who arranges the return and who pays for it as part of the decision, depending on whose fault the problem is.
- Items that are not faulty and match their description are not normally returnable unless the seller's listing says otherwise. Check the returns and warranty details on the product page.
- Please keep the item, its packaging and any accessories in their original state until your complaint is decided.
8. How much you get back
- For items refunded, you get the item price minus your share of any discount code you used.
- The delivery fee is refunded when a whole seller order is refunded, for example when nothing arrives.
- Refunds go back to the original payment method through our payment partner, Paystack. How long your bank or card issuer takes to show it is outside our control, and can take several working days.
9. If something goes wrong
Start with your account: open the order and use Raise a complaint. If you cannot sign in or need help, use our contact page and quote your order number. For how we handle your details during delivery, see the Privacy Policy. For the full rules of using MeridianCart, see the Terms and Conditions.