By making a booking or sending a package through Routely System Ltd., Routely System Inc., or Routely (“Routely”) our platform www.routely.co, our mobile apps, 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 an technological infrastructure powering local and international logistics solutions. We aggregate and 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 sending a shipment through Routely, whether prepared offline (manually) or on the Routely platform, 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 fluctuations in carrier pricing, fuel surcharges, currency exchange rates, 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 and bill accordingly.
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 the carrier.
Re-invoice (or deduct from user wallet) 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.
Partner carriers may require Routely to apply certain surcharges before booking, after booking, or during transit or after delivery, without prior notice, like fuel surcharges, change of address, extra charges on multiple attempted failed delivery, unpaid customs duties by receiver or on shipments that are considered irregularly shaped or non-conveyable. These irregularly shaped or non-conveyable shipments are often categorized by:
Shape and Structure
Irregular Shapes: Items that are not cuboid/rectangular, such as cylinders, rolls, tubes, tyres, drums, or, in some cases, spheres.
Unstable/Rolling Items: Items that are likely to roll off or around on a conveyor belt (e.g., pipes, tubes, round objects).
Protruding Parts: Items with parts sticking out that could snag on machinery.
Unstable Center of Gravity: Items where the weight is not evenly distributed, such as barbells or furniture.
Lack of Flat Surface: Items that do not have a flat, stable surface for transport.
Size and Dimension
Overlength: Packages exceeding certain lengths, often >120cm–140cm (depending on the courier)
Oversize: Dimensions (length, width, or height) exceeding limits, often >70cm or >76cm, or a total length + girth >165 inches.
Under-sized (Small/Thin): Items with a thickness less than 10mm–20mm (e.g., posters, flat promotional items) because they cannot be read by automated scanners and may get lost or stuck.
Weight
Overweight: Items that exceed the maximum weight for automated handling, commonly exceeding 31kgs–45kgs (e.g., heavy industrial parts or large furniture).
Packaging Materials
Non-Cardboard Exterior: Items in wooden boxes, plastic, metal containers, or bags that can snag or damage the belt.
External Banding/Strapping: Parcels with loose strapping, banded together, or wrapped in protective films (shrink-wrap/bubble wrap) that can catch on conveyor mechanisms.
Unboxed/Fragile Items: Goods not in a sturdy, protective box (e.g., items in styrofoam/tempex).
Typical Examples of Irregular/Non-Conveyable Items:
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 may be returned to sender, and the Customer (shipper) agrees to bear the full cost of re-attempted delivery, return logistics, handling, and storage if applicable, amounting to not only paying for sending the said package, but also paying for it's return where the need arise.
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 is deemed to have failed and the shipment may be returned at the shipper’s cost, amounting to not only paying for sending the said package, but also paying for it's return where the need arise.
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.
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.