Delivery Policy
Delivery Policy
You are in Nigeria — your gift recipient is somewhere else in the world. This policy explains exactly how we get the gift to them, how long it takes, and what happens if something goes wrong. Please read it alongside our full Terms and Conditions.
Business Days
Throughout this policy, "business days" means any day that Menac Gifts is operating. We generally operate seven (7) days a week, including most public holidays. However, our operations, customer support, and delivery services may be limited or unavailable on certain public holidays, during exceptional circumstances, or where our third-party partners are not operating. All timelines and response windows referenced in this policy are measured in business days unless we state otherwise.
How Delivery Works
We do not pack or ship anything ourselves. When you place an order with us, here is what happens from payment to your recipient's door.
First, you pay and we verify your payment and confirm your order — nothing moves until payment is confirmed in full. We then place your order on the relevant third-party platform using our own account on your behalf; this typically happens within 24 hours of payment confirmation. From that point, the third-party platform and its seller pack and dispatch the order using their own courier. We have no involvement in fulfilment from this point. We will share tracking details with you as soon as the platform provides them. The courier then delivers to your recipient's address abroad. Once delivered, confirmation is sent to your contact details here in Nigeria.
Delivery Types and Timelines
We offer two types of delivery depending on your order and the platform used. Both are international — the difference is timing.
Same-Day Delivery is available on eligible orders through platforms that support same-day delivery in the recipient's country. Your recipient receives the gift on the same calendar day we place the order, subject to the conditions set out in the section below.
Scheduled Delivery applies to orders sourced from platforms where delivery takes more time — typically 7 to 30 business days from dispatch, depending on the seller's location, shipping method, and the recipient's country. You may specify a target delivery date and we will place the order accordingly.
All timelines run from when the platform dispatches the order, not from when you paid us. During peak seasons such as Christmas, Valentine's Day, Mother's Day, Eid, and similar occasions, timelines may be longer. We will advise you if your order could be affected. We are not liable for delays caused by the source platform, its courier, or customs at the destination.
Same-Day Delivery — Conditions
Same-day delivery means your recipient receives the gift on the day we place the order. It is available on eligible orders through platforms that offer same-day service in the recipient's country or city. All of the following conditions must be met for same-day delivery to be possible:
- Your payment must be confirmed before the platform's same-day cut-off time. As a general rule, orders should be placed and payment confirmed before 12:00 noon Nigeria time to give us a reasonable chance of meeting same-day cut-offs across different time zones. This is a formal condition, not just a recommendation — orders confirmed after this time may not qualify for same-day delivery on that day.
- The item must be available on the platform at the time we place the order.
- The platform must have a same-day courier available in the recipient's area on that day.
- The recipient's address must be within the platform's same-day delivery coverage area in their country.
Scheduling a Delivery
For gifts that need to arrive on or around a specific date — a birthday, anniversary, or holiday — please let us know your target date when placing your order. We will time the placement on the source platform to aim for that date and will confirm whether your target date is realistic before you pay, based on the platform's typical timelines for the recipient's country.
We strongly recommend ordering several days ahead of any occasion to allow for buffer if the platform or courier runs behind. If a delay looks likely after the order is placed, we will notify you as soon as we become aware. Scheduled delivery dates are targets, not guarantees. We are not liable for a gift that arrives late due to platform or courier timing outside our control, and we are not liable for missed occasions resulting from such delays.
Tracking Your Order
Once the platform dispatches your order, we will pass tracking details to you as soon as they are available. Tracking information is generated by the platform's courier — we do not create it ourselves. All tracking updates are sent to your contact details in Nigeria, not to the recipient's, unless you specifically ask us to share tracking with the recipient.
The depth of tracking updates depends on the courier the platform uses. Some provide real-time location updates; others give key checkpoints only. If your tracking shows no movement for more than 5 business days, please contact us and we will escalate the matter with the platform. We can share and relay tracking information but we have no ability to change, speed up, or override what the courier does.
Recipient Address and Availability
The address you give us goes directly to the source platform. Once the order is placed, changing the delivery address is very difficult and in many cases not possible at all. Please ensure all address details are complete and accurate before you pay.
A complete address should include the house or apartment number, street name, city, state or province, postal code, and country. For some destinations, a nearby landmark or additional directions can help the courier. Please also ensure your recipient is available to receive the delivery, or that someone can accept it on their behalf. If delivery fails because the recipient was unavailable or refused it, re-delivery costs are yours to cover. If a package is returned after a failed delivery, we will contact you. If we do not hear back from you within 14 days, the order may be closed without a refund. We are not liable for failed or misdirected deliveries caused by an incorrect or incomplete address you provided.
Lost or Damaged Packages
Once the platform hands your order to their courier, physical responsibility sits with them. We will do everything we can to help, but outcomes depend on the platform's own dispute process.
If your order appears to be lost in transit, please contact us within 30 days of the estimated delivery date and we will open a formal dispute with the platform on your behalf. If your order arrives visibly damaged, please send us photo or video evidence within 48 hours of delivery and we will raise a claim with the platform immediately. Whether a refund or replacement is approved is the platform's decision. We will keep you updated throughout the process.
Claims submitted outside these windows may not be accepted by the platform and therefore cannot be pursued. We do not accept damage claims for perishable items such as food or flowers that deteriorated naturally in transit rather than through mishandling. MenacGifts' liability in any lost or damaged case is limited to our service fee only, not the full order value. Full liability terms are set out in our Terms and Conditions.
Surprise Gifts
If you are sending a surprise, please tell us at the time of ordering. We will take every step available to us on the platform to minimise what the recipient sees before delivery arrives. Tracking updates will be sent to you, not to the recipient, by default. However, because we place orders through third-party platforms, we cannot fully control every automated message the platform or courier sends — such as dispatch notifications or delivery alerts sent directly to the recipient's phone. We are not liable if the surprise is revealed by an automated platform or courier notification.
Platform Account Availability
We fulfil orders using our own accounts on third-party platforms. In the rare event that our account on a source platform is suspended, restricted, or otherwise unavailable at the time of your order, we will notify you as soon as possible and offer you a full refund or an alternative platform where one is available. We are not liable for delays or non-fulfilment caused directly by a platform restricting or closing our account, but we will do everything reasonably possible to find a solution for you.
Customs and Import Duties
Because all our deliveries are international, customs is a real consideration. The recipient's country may charge import duties, taxes, or inspection fees on arrival. These are not included in what you pay us unless we specifically state otherwise. Any customs fees at the destination are the responsibility of the recipient or, where applicable, the sender. We will provide order documentation to assist with customs clearance wherever we can. It is your responsibility to confirm that the item is legal to import into the recipient's country before placing the order. We are not liable for packages delayed, held, or seized by customs authorities. We will assist where possible but cannot override border agency decisions.
What You Pay — Shipping Included
The price we quote you is all-in — it covers the product cost on the source platform, their shipping fee, and our coordination fee. We do not add surprise charges after you have paid. This applies whether you order via our website, WhatsApp, or Instagram. Customs duties and import taxes at the destination are not included and remain the recipient's responsibility. Re-delivery costs arising from failed first attempts due to the recipient being unavailable or an incorrect address are not covered and will be charged to you. Shipping is non-refundable once the platform has dispatched the order, unless the failure was caused by an error on our part.
Delays Beyond Our Control
We are not liable for delivery delays caused by events outside our reasonable control, including natural disasters, severe weather, or flooding affecting courier networks; government restrictions, border closures, or customs embargoes in any country involved; public holidays, strikes, or civil unrest in Nigeria or the recipient's country; or platform or internet outages affecting the source platform or its couriers. If any of these affect your order, we will contact you as soon as we are aware and offer a revised estimate, an alternative, or a full refund where appropriate.
