⚫ FOR EASE OF DEALINGS WITH HGR REGARDING WEBSITE ORDER PROCESSES & OUR FULFILLMENT
— Our valued customers, kindly take note of the following basics:
🚨Consciously click the correct action button each time from the following options:
👉🏽 Stockpile
or
👉🏽 Store Pickup
or
👉🏽 Lagos Delivery: Paid Delivery/Courier Fee at Delivery Point.
or
👉🏽 Waybill: Indicate either Individualized Waybill or Waybill Pairing - Pay your Park Drop-off Fee alongside your order(s).
⚫ STOCKPILING POLICY
▪ Our stockpiling timeline is STRICTLY 7 days. If any stockpiled order exceeds this timeline and becomes misplaced/mismanaged/lost; there will be NO replacement, NO swapping and NO refund – Such cases are strictly at the orderer’s risk.
▪ If your stockpile is approaching 1 week, kindly come for pickup immediately or request delivery/waybill.
▪ If you know that pickup within 7 days may not be feasible for you, PLEASE DO NOT PLACE AN ORDER, as no liability applies after 7 days.
⚫ PICKUP POLICY
▪ Store pickups SHOULD be done strictly within our official operating hours. Any picker who arrives after closing time will not be attended to, as uninterrupted in-house activities are essential for the smooth running of HGR.
▪ All pickup orders should be verified and confirmed as satisfactory by the pickers before leaving the store, as goods picked up in good condition are not returnable.
▪Drop Shippers Customers’ Personal Pickup Verification (Important Notice): If your customer is coming for personal pickup, please generate a random six-digit alphanumeric code for such one. This code will serve as your identity for us to recognize you as the seller—whether you have already has an order number on his behalf or your customer intends to purchase after window shopping.
Kindly ensure the code, along with your request, is sent to any of our store lines before the customer arrives. Upon arrival, our staff will retrieve the code, process your request, and communicate with you accordingly.
This system ensures we serve you faster, better, and without confusion.
▪ Pickers who are our direct customers are kindly requested to mind their business within the store and refrain from sharing or discussing sensitive information about us in the premises, as other dropshippers’ customers may be present.
▪ For Intra and Inter-State Received Orders: Please, ensure you film the unboxing of your parcel and contact us immediately if any need arises (We are confident to state that we have less than a 5% return rate due to our very thorough examination of all products ordered from our website, owing to proper sourcing and careful inspection).
🚨 Intra-State Deliveries: Deliveries takes place within 48 hours.
▪ All items picked/ dispatched in good condition are non-returnable and non-refundable, as we are a wholesale store that sells with minimal profit margins and had done our due diligence on all ordered products for accountability.
To ensure efficient service delivery and accurate processing of your orders, kindly adhere to the following guidelines:
(1) Billing Information Consistency: Please ensure that your personal details are permanently and correctly entered in the Billing Information section. This enables us to accurately track your patronage level and extend appropriate rewards or benefits when due.
(2) Active Contact Number: Kindly provide an active call line as your primary contact number in the billing information. This is essential for smooth communication and prompt updates regarding your orders.
(3) WhatsApp Contact for Order Clips: If your WhatsApp number is different from your active call line, please include your WhatsApp contact in the Note section. This allows us to send you your sorted order clips and other relevant updates without delays.
(4) Dropshipping Notification:
If you would like us to assist you with dropshipping, kindly notify us by clearly stating this WITH YOUR CUSTOMERS DETAILS INTACT in either the Shipping Address or Note section when placing your order. This ensures that your items are processed, packaged, and labelled correctly for your customer with you being tagged as the sender.
📌
▪Having your WhatsApp contact to send such clips is pivotal as earlier buttressed.
⚫ WAYBILLING
▪ Nationwide Waybilling: All Eastern, Western, Southern, and Northern waybills are usually taken to the park every evening (a day prior to being waybilled), then waybilled the following day. If you require urgent waybilling, it is advised that you assign a picker to pick up at your lead.
▪ ₦500 Park Drop-off Fee is compulsory and is automatically added once you click “Shipping” on the website. (Bulkier items attract additional fees, which will be communicated to the orderer by our staff if necessary).
▪Adding External Goods to Your Order: If you are bringing external goods to be added to your purchased order(s), the basic fee still applies, unless the items are significantly bulky.
Additionally, it is important that we inspect the contents before approval. This ensures that no harmful external items are dispatched under our brand name, helping us to uphold our good name.
▪Fast Track Park Drop-off:
Only Abeokuta waybills can be taken to the park immediately, provided riders are available for pickup. (Fast Track charges on the website — ₦1,000 or more, depending on the bulkiness of the parcel.)
▪ Waybill Modes: Waybilling can be carried out through either of the following:
(a) Renowned Transport Companies: The waybill will be registered, the fee prepaid, and a waybill number issued. Delivery timeline is usually 3–5 working days (Such orders are taken to the park by mid-day the following day after ordering unlike the Express Waybilling, and customers are advised to be readily available to answer calls for payment of the waybill fee to initiate registration with extra ₦1,000 waybiller service fee)
(b) Express Waybilling: It is the fastest waybill option. This is usually coordinated by our reputable registered waybiller who dispatches parcels nationwide at pocket-friendly fees. Payments are to be made by the receivers at pickups, alongside the storekeeper fees.
(Please, do exercise patience when dealing with drivers, and kindly call during evening hours when they are off transit.)
⚫ WAYBILL PAIRING
▪This initiative helps subsidize the waybill fee, but it may not guarantee swift waybilling. So, if you care for swift dispatch, please opt for same-day drop-off (for orders placed before 4:00pm) or clearly state that your goods should leave at a given time if pairing is not visible, to avoid undue delay of your order(s).
▪Upon accepting the assertion above, you can signify your interest by clicking the correct action button on the shipping list — “Pairing Option” — and state your location(s) clearly in the note section.
▪Pairing helps save cost but can be worrisome if paired partners are not cooperative! We so much believe in you to be matured enough to manage the arrangement.
▪Pairing partners should cooperate well; the main receiver should be fully ready to communicate with others and pick up the parcel once it arrives, so as not to hold others to ransom (All individualized orders are packed and tagged differently for easy retrieval once the unifying sack/box is opened).
▪Our Waybill Support Personnel will apportion the shared waybill fee in accordance with the sizes and worth of goods, and all payments will be forwarded to the main receiver — each waybill pairing location batch will be structured in a whatsapp group to monitor progress and final collections.
▪Kindly intimate our waybill support staff if you would not be available to pick up the paired parcel at the park as the receiver. In such cases, be prepared to send your goods alone so you don’t keep your partner(s) waiting or
voluntarily arrange for one of your paired partners to pick up on your behalf by pre-informing the driver/storekeeper and sharing the contact of your designated picker.
▪The other pairer(s) should also make himself available to meet the receiver at the park once contacted. If you cannot meet up, kindly make proper arrangements with the receiver regarding pickup (The parcel can be dropped at the park for later pickup within a very short timeframe).
▪If you are given your partner’s contact, please do not irritate him with countless calls; be assured that the main receiver will keep everyone abreast of the pickup processes.
▪We will not be held liable for any missing goods resulting from complicated pairing issues — our first and safest option remains the individualized waybilling process.
🚨 A QUICK ONE:
Regarding waybill delivery timing, we can hardly ascertain exact arrival times, as road conditions cannot be predicted. However, be assured that drivers genuinely have your best interest at heart.
You may also communicate with our Waybill Support team if any concerns arise.
⚫ EXPORTATION
▪ Customers are required to work with a recognized and legitimate export agent who can come to pick up their orders or request that we deliver the items to them.
▪ We personally do not handle export duties for now.
⚫ RETURNS / REFUNDS
▪ We personally bear the brunt of all shipped-in items that arrive in a bad state, and we do not greedily sell any item in such condition. We operate a very clear and accurate process for counting, registering, packing, and filming orders as satisfactory before dispatch. These videos are sent to respective orderers — especially for delivery and waybill orders — while pickup/stockpile orders are fully examined and filmed once further actions have been clearly spelt out by the order for our credibility.
▪ As such, please take note of the following:
Pickers:
Kindly verify that your order(s) are intact, complete, and in good condition before leaving with them. (Verification is done strictly during pickup. Please be patient during the examination — it ensures comfort and fairness for both parties).
🚨 ORDERS WITH WRONG ACTION BUTTON - REDIRECT THE ORDERS!!
Your clicked button and your note should align — BOTH DETAILS SHOULD AGREE! ⚠
▪ If you want your order(s) to be picked up by an assigned rider/picker, CLICK PICKUP.
▪ If you want your order delivered by our rider, consciously CLICK DELIVERY, selecting the correct axis as clearly stated. Kindly pay the delivery fee alongside the order payment or choose the Payment @ Delivery Option.
In case you have defaulted, kindly redirect following either of the steps below:
Visit our website and search for “READY FOR DELIVERY" or "READY FOR WAYBILL", then complete your order by referencing your pending order number(s).
OR
Request or search for the riders’ contacts from our telegram channel so that you can reach out directly.
🚦 Please Note:
All our orders strictly follow the website’s action buttons to maintain orderliness, accuracy, and smooth processing.
⚫ Customer Information & Order Processing Guidelines
To ensure efficient service delivery and accurate processing of your orders, kindly adhere to the following guidelines:
(1) Billing Information Consistency: Please ensure that your personal details are permanently and correctly entered in the Billing Information section. This enables us to accurately track your patronage level and extend appropriate rewards or benefits when due.
(2) Active Contact Number: Kindly provide an active call line as your primary contact number in the billing information. This is essential for smooth communication and prompt updates regarding your orders.
(3) WhatsApp Contact for Order Clips: If your WhatsApp number is different from your active call line, please include your WhatsApp contact in the Note section. This allows us to send you your sorted order clips and other relevant updates without delays.
(4) Dropshipping Notification:
If you would like us to assist you with dropshipping, kindly notify us by clearly stating this WITH YOUR CUSTOMERS DETAILS INTACT in either the Shipping Address or Note section when placing your order. This ensures that your items are processed, packaged, and labelled correctly for your customer with you being tagged as the sender.
📌
▪Having your WhatsApp contact to send such clips is pivotal as earlier buttressed.