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SHOPPING INFORMATION
What shipping methods are available?
We offer DHL Express, FedEx for international and local fast delivery with real-time tracking, as well as our own SmartKidz Express for selected regions in Ghana.
Shipping options and costs will be shown at checkout.
How long will delivery take?
Delivery times depend on your chosen shipping method:
– DHL Express: 1–3 business days internationally, 1–2 days locally.
– SmartKidz Express: 1–5 business days within serviced regions.
Exact times may vary during peak seasons or due to customs clearance.
Do you deliver outside Ghana?
Yes. Using DHL Express, Postage Services, we deliver worldwide.
Shipping fees and times vary based on destination. Customs duties/taxes may apply and are the customer’s responsibility.
What happens after I place an order?
Once your order is placed:
1. You’ll receive a confirmation email with your order details.
2. Payment will be processed securely via your chosen gateway.
3. Orders are prepared and shipped.
4. You’ll receive a tracking link when your package is dispatched.
Do I receive an invoice for my order?
Yes. An invoice is automatically emailed after checkout and is always available in your My Account > Orders section.
Can I return or exchange an item?
Yes. Items can be returned or exchanged within 7 days of delivery provided they are unused, in original packaging, and with proof of purchase. Please see our Returns Policy page for more details.
PAYMENT & ACCOUNT INFORMATION
Which payment methods are accepted?
We accept secure online payments via:
– Paystack: (Visa, MasterCard, Mobile Money, Verve and Bank Transfer)
– Flutterwave: (Visa, MasterCard, Bank Transfer, Mobile Money, USSD)
– Direct Bank Transfer (On Request)
All payments are processed securely with SSL encryption.
When is my payment deducted?
Your payment is charged immediately after you complete checkout. If using mobile money or bank transfer, please follow on-screen prompts to authorize the transaction.
What should I do if I receive a wrong or damaged product?
Please contact our support team within 24 hours after delivery. We will arrange a return, replacement, or refund based on your preference.
Can I cancel or change my order?
Orders can be modified or canceled **before they are shipped**. Once dispatched, cancellations are no longer possible. Contact us immediately if you need to make changes.
What is package tracking in my orders?
Once shipped, your order may include a tracking number.
– DHL Express tracking is available in real-time.
– SmartKidz Express provides local tracking where available.
Tracking info can also be found in My Account > Orders.
Do I need an account to order?
No, you may checkout as a guest. However, creating an account allows you to:
– Save Shipping Details for Faster Checkout
– View Past Orders & Invoices
– Track Packages Easily
– Manage Wishlist Items
CUSTOMER SUPPORT & TECHNICAL HELP
I forgot my account password, what should I do?
Click on Lost your password? on the login page. Enter your registered email, and you’ll receive a link to reset your password instantly.
How do I apply a coupon or discount code?
At checkout, enter your coupon code in the Coupon Code field and click Apply Coupon. If valid, the discount will update your total immediately.
Why am I not receiving emails (order confirmation, password reset)?
Please check your spam/junk folder. If still missing, add our email address to your safe sender list. You can also view your order history directly in your My Account section.
How do I contact customer support?
You can reach us through:
– Contact Form on our website
– Live Chat during business hours
– Email & Phone (see Contact Us page)
Our support team typically responds within 24 hours.
What if I experience a technical issue at checkout?
Clear your browser cache and try again. If the issue persists, contact our support team with screenshots or the error message, and we’ll assist you immediately.
Can I update my shipping address after ordering?
If your order has not yet shipped, yes. Log into your account or contact support immediately to update the shipping details. Once shipped, changes cannot be made.
