SERVICE FEES

OrderBay charges a service fee for the services provided to customers. We do not mark up items to be purchased or payments to be made.

Sourcing

MINIMUM of $45 or
12% of Total Order Value for orders from 1 or 2 stores or
15% of Total Order Value for orders from 3 or more stores

Payment

$35 plus 1.5% of the Order Value ($2,500 and below)
$40 plus 1.5% of the Order Value (>$2,500 to $5,000)
$50 plus 1.5% of the Order Value (>$5,000 to $10,000)
Requests for payments > $10,000 will be handled on a case by case basis

Debit Card

$30 plus 1.5% of the Order Value for $50 - $250 Debit Cards
$35 plus 1.5% of the Order Value for $300 - $500 Cards
$40 plus 1.5% of the Order Value for $550 - $1,000 Cards

NOTE

• Order Value includes item cost, taxes, shipping and all other associated costs
• Orders involving multiple merchants on eBay or third party resellers on Amazon will be treated as purchases from multiple stores for the purpose of calculating our service fee
• An additional $5 fee per item will be charged for bidding for an item and is payable only if we win the bid. Customers must pay the initial deposit before we bid for an item

ORDER PROCESS

Sourcing Services

• Complete and submit an Order Form
• OrderBay sends you a Proforma Invoice/Quote
• Pay Deposit (75%) into OrderBay's Bank Account and notify us
• OrderBay places your order
• Merchant Ships and Delivers your order to OrderBay
• OrderBay sends you a Final Invoice
• Pay Balance Due into OrderBay's Bank Account and notify us
• OrderBay ships to you via DHL or the Alternate Shipper

Payment or Debit Card Services

• Complete and Submit an Order Form
• OrderBay sends you a Final Invoice/Quote
• Pay Total Value (100%) into OrderBay's Bank Account and notify us
• OrderBay places your order
• OrderBay sends you the Payment Confirmation or Debit Card details via email

INVOICE TYPES

Proforma Invoice

Quote sent to customers for a Sourcing Services request. The shipping cost to Nigeria on the quote is based on the ESTIMATED weight of the order.

Final Invoice

Invoice sent to customers for (1) Sourcing Services request after the merchant has shipped the order. The shipping cost to Nigeria on the invoice is based on the ACTUAL weight of the order and the item costs are the ACTUAL costs of purchase from the merchants. (2) Payment and Debit Card Services. It includes the total cost of the order, since these services do not involve shipping.

NOTE
Customers are allowed to request revisions to their invoice as many times as required, however, once payment has been made for the order and the items on the invoice purchased, no additional items can be included in the order. A new proforma or final invoice, as appropriate, will be issued.

PAYMENT

DEPOSITS
75% required prior to order purchase for Sourcing orders

BALANCE DUE
Required prior to shipment to Nigeria for Sourcing orders

FULL PAYMENT
100% required prior to order purchase for Payment and Debit Card orders

CURRENCY
US Dollars

METHOD
Cash deposited directly into the accounts below or on-line transfers

Bank Accounts

Bank: ZENITH BANK
Account Holder: OrderBay Global Services Ltd.
Account #: 507.010.4195 (USD)
Account #: 101.210.9558 (NAIRA)


Bank: GUARANTY TRUST BANK
Account Holder: OrderBay Global Services Ltd.
Account #: 000.583.9994 (USD)
Account #: 000.583.9987 (NAIRA)

TIMELINES & ORDER STATUS

General Inquiries

Response within two (2) business days.

NEW Price Quote Requests

Response within two (2) business days.

Requests for Updates to or Questions on Price Quotes

Response within one (1) business day.

Purchase of Customer Orders

Within two (2) business days of receiving payment.

Order Status Updates

Within one (1) business day of the change occuring.

Merchant Delivery to OrderBay

3 - 7 business days (regular shipping); 1 - 2 business days (expedited shipping)
NOTE: Most merchants do not ship immediately an order is placed. They usually ship AFTER 1 - 2 business days of receiveing the order.

Delivery to Customers

5 - 10 business days after shipment (DHL or Alternate Shipper)

Overall Timeline

8 - 15 business days (with expedited merchant shipping)
10 - 20 business days (with regular merchant shipping)

Order Status Notification

OrderBay will proactively send customers an Order Status e-mail when there is a change in order status. You can also request the status of your order by sending an e-mail to pricequote@orderbay.com.

SHIPPING OPTIONS & RELATED COSTS

Alternate Shipper

• Pickup Notification e-mail is sent to the customer. (No tracking # is provided)
• Pickup is at the Shipper's Office in Ikeja, Lagos
• Special arrangements can be made to send the package to a location outside Lagos at an additional cost to the customer as agreed with the Shippers. Payment is made directly to the Shippers for this service and not to OrderBay.
• Shipments from US to Lagos are usually done twice a week
• Customers are expected to make arrangements to pickup their packages within 1 - 3 business days of pickup notification. Demurrage charges may apply if the customer does not pickup within this timeline
• Shipping, Handling and Clearing Cost is $7.50/Kg
• A Special Custom Fee of N5,000 is sometimes charged on applicable packages. This amount is not invoiced by OrderBay and is payable directly to the Alternate Shipper. OrderBay will inform or confirm to the customer when this amount is payable

DHL

• Tracking # is provided
• Packages are delivered directly to the address provided by the customer
• Shipments can be requested from Monday to Friday
• DHL Shipping Cost: ranges from $61.45 - $335.02 for 1KG to 20KG
• DHL Custom Fee: This fee is not invoiced by OrderBay and is payable by the customer directly to DHL upon delivery, where applicable. We cannot provide an estimate of the amount that may be charged

ORDER MODIFICATION

The customer can modify (remove from) an order request at any time BEFORE OrderBay makes payment for the order. Once OrderBay has made payment, our Returns and Refunds policy becomes applicable.

The customer can modify (add to) an order at any time BEFORE OrderBay makes payment for the order. Once OrderBay has made payment, any request for additional items will be treated as a new request and a new proforma or final invoice, as applicable, will be issued.

ORDER CANCELLATION

The customer can cancel an order at any time BEFORE OrderBay makes payment for the order. Once payment has been made for the order, OrderBay will contact the merchant/institution and determine if a refund will be granted for a return.

OrderBay will refund the customer only AFTER receiving the refund from the merchant/institution. This usually takes 4 - 8 weeks.

RETURNS & REFUNDS

SOURCING SERVICES

Prior to Shipment to Nigeria: Where a customer decides to return an item and advises OrderBay BEFORE the item is packaged and stacked for shipment, OrderBay will work with the merchant on behalf of the customer to return the items. The customer will be responsible for all costs associated with returning the package, except where the merchant provides a prepaid return label.

After Shipment to Nigeria: Where a customer decided to return a package, the following will apply for the scenarios stated:.

SCENARIO 1: OrderBay purchased and shipped the RIGHT item to Nigeria.

The customer will be responsible for all costs associated with returning the item to the US or Canada as applicable in line with the merchant’s return policy and within the merchants return window.

OrderBay will work with the merchant to ensure the refund is issued and refund the customer once the merchant processes the refund.

SCENARIO 2: OrderBay purchased and shipped the WRONG item to Nigeria.

OrderBay will determine with input from the customer whether the return is cost effective. If the return is determined to be cost effective, OrderBay will bear 100% of the shipping cost from Nigeria to US/Canada as applicable as long as the merchant accepts returns and the return window is still open.

If the return is determined not to be cost effective (or the merchant does not accept refunds or the return window is closed), OrderBay will advise the customer to leave or return the package to our Shippers and issue a refund or reorder at no additional cost to the customer.

SCENARIO 3: OrderBay purchased the RIGHT item but the Merchant shipped the WRONG item which was then shipped to Nigeria.

OrderBay will determine with input from the customer whether the return is cost effective. If the return is determined to be cost effective, OrderBay will bear only 50% of the shipping cost (up to maximum of $200) from Nigeria to US/Canada as applicable as long as the merchant accepts returns and the return window is still open.

If the return is determined not to be cost effective (or the merchant does not accept refunds or the return window is closed), OrderBay will advise the customer to leave or return the package to our Shippers and issue a refund or reorder subject to a maximum order value of $500.

NOTE: For Scenarios 1, 2 and 3 above, OrderBay will also advise the customer to attempt to sell the item, where possible, in order to mitigate any loss.

SCENARIO 4: OrderBay purchased and shipped the RIGHT item to Nigeria but the item was VISIBLY damaged in Transit or the item was Dead On Arrival (e.g. Electronics).

OrderBay will work with the Shippers to determine how, where and when the damage occurred and agree liability for the loss. The customer will be issued a full refund or the item will be reordered, based on the customer’s preference.

Where the damaged item is valued over $500, OrderBay will require at least 5 business days to discuss and agree liability with the Shippers prior to re-ordering or issuing a refund. Where the defect is deemed to be a manufacturing defect and is reported by the customer within the stipulated return or warranty period, the customer will be responsible for shipping the item directly to the merchant or OrderBay as required. OrderBay does not test electronics purchased for customers prior to shipment to Lagos.

PAYMENT SERVICES

OrderBay will work with the merchant or institution on behalf of the customer to obtain a refund where possible. The customer will be refunded only after the merchant has refunded OrderBay. All associated costs will be the customer's responsibility.

DEBIT CARD SERVICES

Debit Cards cannot be "returned" for a refund once the card details have been sent to the customer. Where the customer is unable to use the card for the required purpose and this is confirmed, we will work with the customer to resolve the issue on a case by case basis.

NOTE
Merchants usually take 4 - 8 weeks to process refunds to OrderBay. Refunds will be paid into customer's account in Nigeria only. The refund will either be in Naira, paid directly into the account specified or if the customer prefers to be refunded in USD, the funds will have to be picked up from the nearest Zenith or Guaranty Trust Bank branch. Refunds from OrderBay to customers may take up 5 business days to process.