By making a booking or sending a package through Routely System Limited (“Routely”), you agree to be bound by these General Terms and Conditions. These terms govern all domestic and international shipments made through our platform.
Routely is a registered logistics technology provider and aggregator. We work with various delivery providers, third-party carriers, freight forwarders, insurance companies and couriers (“Carriers”) to facilitate your shipment. Routely reserves the right to amend these Terms and Conditions at any time.
By using our platform to book a shipment, you agree to be bound by the specific Carriage Terms and Conditions of each partner that handles your package or we work with. Partner terms may include liability limits, claims processes, and delivery policies. You may review each carrier’s terms on their respective websites as below:
- DHL Express
- UPS
- FedEx
- Aramex
- Kwik Delivery
- Redstar Express
- My Cover Genius - Insurance (Shipment Protection)
Routely offers optional Shipment Protection as an added layer of security for your goods. If you wish to access our 100% Money-Back Guarantee, the following conditions must be met at the time of booking:
You must select and pay for Shipment Protection.
You must attach a clear image of the item(s) being shipped.
You must declare the accurate value of each item (only the declared value + shipping fees can be claimed).
If these conditions are not met, your shipment will only be eligible for limited compensation as determined by the Carrier's policies. Routely may also compensate for a loss and will assist with claims where possible, but accepts no liability beyond the Carrier’s compensation limits if Shipment Protection is not activated.
Declared values will form the basis for insurance coverage, if applicable.
Items not declared in the shipment inventory at booking will be considered not shipped. No claims can be made for such items, and Routely will not accept responsibility.
You can only file for claims if you turned on "Shipment Protection" when booking your shipment
You are able to claim the shipping fees + declared package value.
Customers must declare each item being shipped individually.
Routely provides general packaging assistance (e.g., carton, adequate marking and labelling, standard food vacuuming and sealing assistance etc), but it is the Customer’s sole responsibility to ensure that the shipment is securely and properly packaged.
Fragile items (e.g., artwork, skincare, electronics, liquids, glassware, etc.) must be packed using materials suitable to prevent breakage, leakage, or theft.
Routely is not liable for damage due to inadequate packaging.
All rates are subject to change without notice due to Carrier pricing fluctuations, fuel surcharges, currency exchange, or other factors.
If the actual weight or size of the shipment exceeds the declared weight/volume at booking:
Routely reserves the right to recalculate the charges.
The shipment may be held until full payment for the adjusted difference is received.
Customers will be notified and contacted to resolve such differences promptly.
All transit times are estimates only and are not guaranteed.
Transit time starts from the date the shipment is dispatched, not the booking date.
While we may often deliver faster than quoted, delays may occur due to customs inspections, weather, carrier backlogs, holidays, strikes, or other unforeseen circumstances.
Routely is not liable for delays caused by Carriers or external conditions.
The Customer is liable for all shipment-related charges, including freight, customs, handling, warehousing, insurance, duties, taxes, penalties, and associated legal or administrative fees.
Routely may apply convenience fees for payments made via card or electronic payment channels.
Routely reserves the right to:
Amend pricing in cases of inaccurate information provided at booking e.g change of address as required for adjustment by carrier.
Re-invoice for additional services or carrier adjustments.
All invoices are payable upon issuance unless otherwise agreed.
Disputes on invoiced charges must be raised in writing within 30 business days. After this period, charges will be considered final and payable in full.
Routely is not the carrier and does not assume any liability for loss, delay, or damage unless:
Shipment Protection was purchased at the time of booking.
All required documentation (photos, item list, declared values) was submitted at the time of booking.
Without Shipment Protection, liability is strictly limited to the amount recoverable under the relevant Carrier’s terms.
Routely will assist in claims processing but is not responsible for the outcome or the amount paid.
Claim processing may take 15 to 60 business days depending on the carrier and the complexity of the case
Customers must ensure that shipments do not include items restricted or prohibited by:
Nigerian Customs regulations,
The laws of the destination country,
Applicable air or sea freight rules,
Specific carrier or logistics partner restrictions.
Failure to comply may result in delays, confiscation, fines, or criminal prosecution. The Customer assumes full liability in such cases and agrees to indemnify Routely against any resulting loss or damage. For the most up-to-date list of prohibited or restricted items, customers are advised to check the official customs or trade authority websites of their origin and destination countries. Below are quick links to some of the most frequently shipped-to countries:
Note: Routely may have this list updated periodically; however, this does not replace the official guidance from each country’s customs authority.
The recipient must be available at the provided address on the estimated delivery day. If the delivery location is deemed unsafe or inaccessible by the Carrier (e.g., risk of theft or no one available to receive), delivery may be withheld or rescheduled at the Carrier’s discretion.
Carriers may attempt redelivery once or twice, depending on service area policy. If delivery still fails, the shipment will be returned to sender, and the Customer (shipper) agrees to bear the full cost of return logistics, handling, and storage if applicable.
Customs Duties are assessed by the destination country’s customs authorities. Unless the shipper has explicitly opted to cover these charges, the recipient is responsible for payment of all duties, tariffs, and taxes.
If a recipient refuses delivery due to unpaid customs duties or other charges, delivery will fail and the shipment may be returned at the shipper’s cost.
Customers are advised to:
Notify recipients in advance of incoming shipments,
Ensure recipients respond promptly to delivery or customs notifications,
Provide all clearance documents or identification required for import,
Clearly communicate if the sender is absorbing customs costs during booking.
Routely shall not be liable for any delays, returns, or losses caused by a recipient’s failure to accept delivery, pay customs, or comply with import requirements.
Routely shall not be liable for failure to fulfill its obligations due to circumstances beyond its control, including but not limited to:
Acts of God,
War, terrorism, political unrest,
Port or airport shutdowns,
Natural disasters,
System failures or carrier strikes.
These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute shall be subject to the exclusive jurisdiction of the courts in Lagos State.
All rates are subject to change without prior notice. The applicable rate at the time of shipment will apply, regardless of any rate quoted during initial enquiries.
A standard handling fee applies per shipment may apply for Sea cargo.
Additional charges may be incurred for services, including but not limited to packaging, customs processing, port handling, warehousing, and special cargo handling.
Air & Sea freight charges are based on the greater of actual weight (in kg/tonnage) or volumetric (dimensional) weight (sometimes measured in CBM for Sea Cargo– cubic meters). Oversized or irregularly shaped cargo may attract additional fees and extended transit time.
All transit times are estimates only, based on ship-out days, and exclude the day of pallet or container loading/stuffing, customs clearance delays at export or import, and port congestion. Consequently, pickup and delivery dates are not guaranteed, as shipments via Cargo Routes are moved, cleared, and processed in groups alongside other packages, unlike packages shipped via Express Shipping Routes, which are processed individually. For time-bound and perishable shipments, it is recommended to use the Express Shipping Routes, as Routely will not be liable for unexpected delays at ship-out due to partner delays, government authority inspections, clearance, port, or expected load volume delays. Exact arrival timelines are determined by airlines and carriers; hence, Routely is not liable for delays in shipping timelines or spoilt/rotten items resulting from such delays. All shipments are subject to customs checks in Nigeria and the destination country, and Routely is not liable for removal of items deemed unfit to leave or enter the destination country by customs (IITA) or for opened boxes.
The Customer and Routely must comply with all applicable international laws relating to the transport of hazardous materials and contraband.
The Customer must inform Routely immediately if any shipment includes hazardous goods or prohibited items.
The Customer assumes full liability for any penalties, fines, legal actions, or costs (including attorney fees) arising from failure to disclose or misdeclaration of such items.
The Customer is liable for all charges related to the shipment, including but not limited to: freight charges, customs duties, port fees, courier pick-up, delivery, storage, demurrage, taxes, penalties, and Routely’s legal costs related to the shipment or any associated dispute on unauthorized shipments.
Routely may apply convenience fees for payments made by credit card or other electronic means.
Routely reserves the right to adjust or re-invoice the Customer if:
Incorrect shipment information was provided at the time of quotation.
Additional services were required or requested to complete the shipment.
For pre-paid shipments, the Customer authorizes Routely to debit any applicable adjustments or charges directly from the provided payment method or their Routely wallet.
Customers have 30 business days from the invoice date to raise any billing disputes. After that period, charges are deemed accepted and payable in full.
By submitting a shipment through Routely’s platform, the Customer confirms that they:
Have read, understood, and accepted these Terms and Conditions;
Are authorised to make decisions on behalf of the sender or recipient;
Acknowledge full responsibility for all shipment contents, declarations, and payments.