DXN NIGERIA SUPPORT
Shipping & Delivery
How your order is dispatched, how long it takes to reach you, and what to do if it arrives damaged, incomplete, or late.
- Lagos
- Within 24 hours
- Western Nigeria
- 2–3 working days
- Southern Nigeria
- 3–5 working days
- Northern Nigeria
- 3–5 working days
Delivery methods & areas
The method used for your order depends on the destination, order size, availability, and operational considerations.
Delivery options and logistics partners
- Bike delivery
- Primarily for applicable deliveries within Lagos.
- Bus / interstate transport
- Used for deliveries to locations outside Lagos where applicable.
- Transroyal
- Logistics partner used for applicable deliveries.
- Skynet
- Logistics partner used for applicable deliveries.
Where we deliver
Delivery services are available across major locations in Nigeria.
- Lagos
- Western Nigeria
- Southern Nigeria
- Northern Nigeria
Delivery availability may vary depending on the specific destination and the applicable logistics arrangements.
Dispatch & delivery times
Your order is dispatched once all three of the following are complete.
- 1Payment has been successfully confirmed.
- 2The order has been reviewed and confirmed by DXN.
- 3The order is properly packaged and handed over to the designated delivery provider.
Please make sure someone is available at the delivery address to receive the order. Accurate contact and delivery information helps us avoid unnecessary delays.
Expected delivery period
- Lagos
- Within 24 hours
- Western Nigeria
- 2–3 working days
- Southern Nigeria
- 3–5 working days
- Northern Nigeria
- 3–5 working days
Possible causes of delay
- Mechanical problems
- Adverse weather conditions
- Operational or logistical challenges
- Road conditions
- Public holidays
- Other unforeseen circumstances
Where a significant delay occurs, please contact Customer Service for assistance.
Tracking your order
Where tracking is available, you can monitor your shipment through the relevant delivery provider using the tracking ID shared with you.
Keep your tracking or reference number until the order has been successfully received.
Checks on delivery
Before you sign the Proof of Delivery (POD), take a moment to check the delivery.
- Confirm that the order belongs to you.
- Inspect the package for visible damage.
- Confirm that the products received correspond with the order or invoice.
- Report any obvious inconsistency to the delivery personnel before signing the POD, where possible.
Please do not sign the POD without checking the delivery to the extent reasonably possible.
Your responsibilities
- Providing accurate delivery information.
- Providing a valid and reachable telephone number.
- Ensuring someone is available to receive the order.
- Inspecting the order upon delivery.
- Confirming the products and quantities received.
- Reporting damage, shortages, or incorrect products within 24 hours.
- Providing accurate photographs, videos, invoices, and other supporting evidence when required.
Where an issue is determined to have resulted from the customer's or receiver's actions, or from a failure to meet the delivery requirements, applicable delivery or replacement charges may apply. For such cases, 50% of the applicable delivery cost may be charged for a new delivery, and the applicable product cost may also be charged where a new product is required.
Reporting a problem
Report delivery issues within 24 hours
Damage, missing items, and wrong products must be reported within 24 hours of delivery. DXN investigates every complaint within 48 hours.
What to send us
Complete and accurate evidence helps us resolve your case quickly.
- Clear photographs of the damaged package or product
- Video evidence where possible
- A copy or clear photograph of the invoice or order showing the product purchased
- Order number or reference
- A description of the damage
- Delivery date and relevant delivery details
Damaged product or package
Report the issue within 24 hours of delivery. Where the investigation confirms that the damage was attributable to DXN or to the delivery process under DXN's responsibility, the affected product is replaced and sent to you at no additional delivery charge.
Missing products or items
Report the issue within 24 hours with the order or invoice details, the product name and quantity missing, and photographs or videos of the package received. Where the investigation confirms that the shortage was caused by DXN, the missing products are restored and delivered at no additional delivery cost.
Wrong product delivered
Report the issue within 24 hours. Where the investigation confirms that the error was caused by DXN, corrective action may include replacement, or collection and redelivery of the correct product, in line with DXN's resolution decision.
Late delivery
Contact Customer Service if your order arrives later than the expected delivery period. Where you cannot receive the order because of the delay, delivery may be rescheduled within 48 hours, subject to coordination with the delivery provider. Where a new delivery arrangement is needed for reasons attributable to the receiver, an additional delivery charge may apply.
Investigation and resolution
Once a complaint is received, DXN conducts an investigation within 48 hours and determines the appropriate resolution based on the findings and the circumstances of the case.
Returns & refunds
Payment and refunds
Payments made into any official DXN account are generally non-refundable once payment has been received and the order has been processed or confirmed. Where exceptional circumstances arise, a request to cancel an order or purchase is subject to review and approval in accordance with DXN's applicable policies and procedures.
Please confirm your order details — product name, quantity, delivery information, and applicable charges — before making payment.
Returns
Product returns are handled at the sole discretion of DXN and are considered case by case, based on the outcome of any necessary investigation. A return request may be considered where:
- A damaged product was received.
- The wrong product was delivered.
- The order is missing items or incomplete.
- Another delivery or order-related issue is confirmed by DXN.
Report any such issue within 24 hours of delivery, along with the required supporting evidence, including the invoice or order details and clear photographs or videos where applicable.
Important notice
All complaints relating to damaged, missing, incorrectly delivered, returned, or refund-related products are subject to verification and investigation. DXN reserves the right to determine the appropriate resolution based on the findings of the investigation and the circumstances of each case.
Customer Service
Reporting a delivery issue, or need help tracking an order? Call us and keep your invoice and delivery evidence to hand.
