eFTD General Terms & Conditions

Last updated: August 2025

Please review our Delivery Terms and Conditions before using our delivery services. By accessing and using our services, you confirm that you have read, understood, and agree to the terms outlined below. These terms detail the policies and procedures governing our delivery services to ensure a seamless and transparent experience for all our customers and partners. These terms are effective immediately. 

Service Overview:

Pickup Schedule

‍Pickup time is from 7:00 AM  to 10:00 AM, Monday through Saturday. Items are sorted and batched at our hubs before delivery.‍

Non-Pickup Locations

The following locations are on-forwarding area locations; we do not pick up from these areas: 

Agbara, Ajangbadi, Alagbado outskirts, Alagbole, Alakuko, Awoyaya, Badagry, Epe. Ibeju, Ijedodo, Ikorodu, Ishaga Road, Jankara, Ojo, Ojodu Berger outskirts, Opic, Sango, Tradefair

Shipping Policies

Prohibited Items

‍For safety, compliance, and service quality, eFTD Africa does not accept the following categories of items for shipment:

1. Perishable Items: Items with a short shelf life that are prone to spoilage or damage in transit, such as fresh foods, cooked meals, and beverages.
2. Hazardous Materials: Items that may pose safety risks, require special shipping arrangements, or are restricted under applicable laws, including: batteries, chemicals, flammable substances, pressurized containers, weapons, or explosives.‍
3. Restricted Goods: Certain goods prohibited by Nigerian law or regulatory authorities, such as foreign rice and other restricted imports.

eFTD reserves the right to refuse, inspect, or return any package that contains or is suspected to contain prohibited items.‍

Package Labeling 

All packages, including those in unbranded packaging, must be clearly labeled with the sender’s or vendor’s name and delivery details. ‍

Delivery Information Requirements

All parcels must include the following detailed delivery information:

• Receiver’s name
• Street name and House number
• City/LGA
• Contact phone numbers‍

Weight and Volume Restrictions

Local delivery parcels must not exceed:

• The maximum weight per order is 3kg or 250 cubic inches in volume. If a package exceeds these limits but still fits into the rider’s box, additional costs will apply. 
• Please note that we cannot pick up packages weighing over 15kg. 

Interstate and International parcels must not exceed if being picked up by our   rider.

• 15kg per booking. If a package cannot fit in the rider’s box, the customer will be responsible for dropping off the parcel at the nearest hub.‍

Customer Responsibility for Packaging

Customers are responsible for packaging and securing items for shipping. The Company will not be liable for any damage caused by poor packaging.‍

Delivery Process

• Rider Wait Time
  
  • Riders will wait a maximum of 5 minutes at the point of delivery/pickup.
• Delivery Attempts
  
  • If a customer is unavailable after two delivery attempts, a new delivery fee will be charged for any subsequent attempts. 
• Change of Delivery Address
  
  • Changing the delivery address after a re-attempt at the original address will incur an additional charge for the new location.‍

Fees and Charges

• Return of Shipments
  
  • Returning a shipment to the sender will incur 50% of the original shipping cost.
• Payment of Offline Orders 
  
  • All offline orders must be paid in advance,  with proof of payment shared before processing and shipping.
• Demurrage Fees 
  
  • A demurrage fee of 500 Naira daily will be charged for any packages that remain in our possession for more than 2 days. 
  • Return of such packages will incur additional charges.‍

Returns and Refunds 

• Refusal to Pay Top-Up (e.g., overweight shipments)
  
  • If the sender declines to pay after re-weighing:
    
    • Hub Pickup: 50% refund issued.
    • Rider Return: No refund; return fee applies.
  • For interstate/international deliveries: refund = amount paid – return fee (plus demurrage if applicable).
• Failed Deliveries (recipient unreachable)
  
  • If recipient not available after 2 attempts:
    
    • Hub pickup (no charge) → 50% refund.
    • Rider return → no refund; return fee applies.
• Customer-Initiated Returns (after delivery)
  
  • Returns requested by the recipient (e.g., wrong/damaged item) are treated as new orders. Refunds are not applicable.
• Cancellations
  
  • Before pickup: full refund.
  • After pickup: treated as refusal-to-top-up (see Section 5A).
• Returns Due to eFTD Error
  
  • If eFTD is at fault (e.g., wrong address delivery), a full refund is issued; no fees apply.
• Force Majeure (external disruptions)
  
  • Refunds are handled case-by-case. Fees may be waived depending on circumstances.
• Handling & Storage
  
  • If the return option is not confirmed within 48 hours, a demurrage of ₦500/day applies.‍

Company Rights and Responsibilities

• Inspection Rights
  
  • The company reserves the right to inspect goods at any time without prior notice, including opening and examining items.
• Receiver’s Responsibility
  
  • The receiver must ensure that items are in 100% good condition before the rider departs. 
  • The Company will not be liable for any complaints after the rider has left.‍

Customer Support

• For inquiries, complaints, or assistance, customers can contact our Customer Support Team via:
  
  • Email: info@eftdafrica.com
  • Phone: +234 915 436 8523 | +234 701 219 5355
• Operating Hours:
  
  • Monday to Friday: 9:00 AM - 5:00 PM
  • Saturday: 9:00 AM - 5:00 PM
• Please have your order reference number ready to assist with quicker resolution times.

Local Deliveries

Same-Day Delivery

‍Same-day delivery is available within most parts of Lagos. Orders must be placed before 8:30 AM for same-day delivery. Orders placed after 8:30 AM will be scheduled for the next business day.‍

Extended Service Areas

Some locations fall under our extended service zones where same-day delivery is not available. Deliveries to these areas are scheduled on a different timeline and are treated as interstate deliveries due to their location:

Agbara, Ajangbadi, Alagbado outskirts, Alagbole, Alakuko, Awoyaya, Badagry, Epe, Ibeju, Ijedodo, Ikorodu, Ishaga Road, Jankara, Ojo, Ojodu Berger outskirts, Opic, Sango

‍Marketplaces

Deliveries to marketplaces like Computer Village, Lagos Island, Trade Fair, and others may incur additional fees ranging from ₦500 to ₦2000. These fees are not deductible from subscription or delivery fees.‍

Weight Limit

Parcels for delivery must not exceed:

• 3kg in weight
• 250 cubic inches in volume

Interstate & International Deliveries

Transit Times

Interstate Deliveries: Transit time is typically 3 - 5  business days after pickup

International Deliveries: Transit time is typically 5 - 7  business days after pickup, barring unforeseen circumstances.

Weekend Orders

Interstate orders booked during the weekends (Saturday/Sunday) will be processed on the next business day.‍

Weight Limit

For pickups, parcels must not exceed 15kg per booking.

Parcels weighing above 15kg will be accepted if dropped off directly at an eFTD office/hub, provided they meet all other requirements (packaging, labeling, compliance, etc.).

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