Faq

Frequently Asked Questions

Are all the displayed products genuine and original?

We offer our customers products that are thoroughly verified to be 100% genuine and original.
Please we will appreciate your feedback if you believe a listed product on our site does not meet the standards.

Are the listed products on Palet unused and new?

All our listed products are brand new except refurbished devices like Laptops (imported from USA) which are clearly stated on the listings. Please, feel free to contact us for more information.

Are there additional hidden costs if I order from Palet?

No! There are absolutely no hidden additional costs if you order on our website. The overall “Total” you see on “YOUR ORDER” page is exactly what you are charged.

Are the product prices negotiable?

No! We make every effort to offer our customers the best prices on all our deals.

How do I know if a listed product has a warrant or not?

All our products with warrant are clearly stated on the product listing including the duration of the warrant. Feel free to contact us for more information.

How and where can I claim warrant for my products?

For warrant claims, please refer to the service center of the product manufacture. Details are found on the warrant card included in your product package. In case you do not find your warrant card in your received product or need further help, please contact us and we will help to resolve the issue.

From when does the warrant for my product takes effect?

Your product warrant should take effect from the date you completed the product order on our website. Refer to your warrant card and contact us if it states otherwise.

I am having trouble placing products in the cart, what should I do?

This could be because you have not done all the required selections like color and size. If the problem persists, contact us. 08064268032

Payment

I have successfully completed the payment for my order but haven't received any order confirmation on my email, what should I do?

Please do contact us so we can get the issue resolved.

How are the taxes and duties calculated?

Duties and taxes are included in the product price. If not included in the price, they will be shown at checkout.

Shipping

When will my order be shipped out?

For some products, it can take up to 24 hours to process and ship your order, except for express delivery. This does not include Sundays or holidays.

Can my order be delivered abroad/international?

Yes, but only for some made/finished in Nigeria products. Contact us to arrange for that.

What happens if my parcel is reported missing?

You don’t have to worry as we will take care of it and make sure that you receive your order. Feel free to Contact us for more details.

Can I still be able to change my shipping address after I have placed my order?

It is still possible to change your delivery address (within the same city) as long as the items have not been shipped out. Redirecting the items to an address in a different city within the same state or a different state entirely might attract an additional cost. However, you will need to Contact us in any case to have it done.

Order & Delivery

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

My order status says “Processing”. What does that mean?

"Processing" just means that we successfully received your order! Order is awaiting fulfillment, once your order is shipped out, your order status will change to "Completed".

Why does my order status says “Cancelled”?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. It can also happen that you purposely canceled your order or by an admin (with your consent), if you are certain that none of these is true, please order again or contact us to assist you.

My order status says “On hold”. What does that mean?

"On hold" just means that we successfully received your order, you selected one of our payment options “Direct bank transfer” and once we receive your money transfer your order will be shipped out and your order status will change to "Completed".

Why does my order status says “Pending Payment”?

"Pending Payment" just means that we successfully received your order but no payment initiated. Awaiting payment.

Why does my order status says “Failed”?

"Failed" means that payment failed or was declined (unpaid) or requires authentication (SCA). Note that this status may not show immediately but instead shows as Pending until verified (e.g., PayPal).

Why does my order status says “Refunded”?

"Refunded" means that Admin has refunded your payment upon your written request – no further action required.

Must I make payment first before I can open my package, return or reject my item at point of delivery?

You need to make payment before opening your packages. You can always return items within the specified return period, so you don’t have to be worried. Feel free to read our return policy.

How do I know that my order is confirmed?

Once your order is completed, an order confirmation will automatically be sent to your email address.

How can I track the progress of my order on Palet?

Once your order is completed, we will periodically send you email and SMS about the progress status of your item delivery.This can also be tracked here.

How long does it take to receive my order?

The delivery timeline of every product can be found on the product page and we do our best to get your item delivered on time. Shipping addresses outside big cities might be harder to locate which could increase the delivery time. In Palet we do everything possible to keep to the stated timeline. Please contact us in case of any delay.

Can I cancel my order?

Yes! Please contact our customer care for issues relating order cancelation.

What should I do if I find my delivered package open or the package seal broken?

You are advised not to accept an open or broken seal package. If by mistake you accept such a package, please do not hesitate to contact us.

Will the delivery agent contact me before coming to my address?

Yes! Our delivery agent will call your mobile number to confirm your availability before attempting coming to your address. Please let the caller know if you won’t be available.

What will happen when I miss my delivery?

After three unsuccessful delivery attempts, your order will be canceled and the shipping cost will not be refunded.

I ordered multiple products but have received only some of the products. Why?

This could happen when the products you ordered for are not coming from one source and probably from different locations. We assure you the rest of the products will arrive soon.

Does Palet deliver to all the states in Nigeria?

Yes! We can deliver to all the states in Nigeria, provided you select your state in the checkout page.

What delivery options does Palet offer?

On the checkout page you can select Home Delivery or a Local pickup point. Depending on your selection, the corresponding displayed shipping cost will automatically be added to your order “Total”. The pickup address and phone number are also displayed on the Local pickup selections.

Does Palet offer payment on delivery?

Yes, you can pay on delivery but no cash payment rather with your card on our POS.

Is my identity document (ID) required for pickup and collection?

Yes, you will be required to show a valid identity document to our delivery agent or at a local pickup station before collecting your item. Additionally, our agent may need to take a photo of your ID. Accepted identity documents (ID) are: International Passport, Driver’s License, Voters' Card, a Work ID or Student ID.

Can someone else receive/pickup my Package on my behalf?

Yes, it is possible to authorize someone else to receive/pickup your package. Our agent will require the person to show his identity document (ID), a printout or screenshot of your payment / order confirmation, plus a photocopy or a screenshot of your bank card (for orders paid in advance).

What do I do if I never received my order?

We prioritize making sure that your order is delivered on time. Please contact us
immediately if you do not receive your order within the specified time.

What do I do if I received a defective order?

We apologize for the inconvenience caused, please contact us
to arrange a return and replacement.

I want to make a complaint about a delivery agent or a Local pickup agent?

We are very sorry for the inconvenience caused, please contact us
to look into it and make amendments.

Return Policy

Click here to see the Return & Refund Policy page

Other Questions

Where are you located?

Our administrative office is located in No. 44 Charity Road, Oko-Oba, Abule Egba, Lagos State.

How do I contact your company if my question isn’t answered here?

We try to share as many questions as possible asked by other customers and some other likely questions. Please do feel free to contact us if your question is not answered here.

Why do I have to sign-up with my email address?

You email address act as your username to sign into your account. We also use it to deliver information on the status of your order.

Can I have my account deactivated?

You are our valued customer and we don’t wish to see you go. However, if you still want it deactivated feel free to contact us and it will be done.