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Frequently Asked Questions

This information was last updated on the 3rd of May, 2021

What is htsplus.ng

Htsplus.ng is an online grocery delivery service that allows you shop more than 20,000 items from over 20 supermarkets and retail outlets across Abuja and even the local market. Our well-trained Personal Shoppers carefully pick your groceries and deliver them to you as early as 3 hours after you order.

How does htsplus.ng work?

Customers can shop on htsplus.ng for items such as general groceries, fresh produce, beauty products, drugs, office supplies, stationeries, books & magazines, tools & hardware, home appliances and everything else you’ll find in a typical mega-superstore including items/ingredients from your local market. When customers add items to their order basket, they choose to select their preferred delivery window from multiple options. The website is user-friendly and the service is interactive; we keep customers updated at every stage of processing their order.

Will you deliver to my area?

We currently service most parts of Abuja. Areas such as Wuse, Central Area, Garki, Areas 1-11, Katampe, Gwarinpa, Kado, Gudu, Apo, Games Village, Lokogoma, Lugbe, Kubwa, Nyanya, Karu, Asokoro, Maitaima, Mpape, Jahi, LifeCamp, Jabi, Mabushi, Bwari, Kuje, Gwagwalada, Jikwoyi, Nyanya

When will I receive my order?

At checkout, you are able to select a preferred time when you will like your order delivered. We deliver 7 days a week from 10am to 9pm and can be at your door as early as 3 hours after you order. See our Terms for more details on our delivery service.

How much will it cost?

The cost of having a Personal Shopper select items for you from supermarkets and local markets and deliver them directly to you at home or at the office is as low as ₦599

How do I pay for my order?

We accept online payments from all major Naira denominated debit and credit cards as well as international Mastercard and Visa cards. We currently do not offer any payment on delivery options.

Do item images reflect exactly what I will receive?

While most items show actual images of what will be delivered, some images may differ slightly from what is displayed on the website. This may occur for a variety of reasons including but not limited to a new/temporary packaging design by the manufacturer, promotional items, same content but different version of an item (e.g different editions of books or varied book cover design depending on country of print). Some images may also be for illustration purposes only and may not exactly reflect the colour, size and shape of actual item; this is particularly relevant for fruits, vegetables and other fresh produce.

What if an item is unavailable?

We go to great lengths to ensure we always find all items in your order. This often necessitates us checking as many as 10 retail outlets before concluding your order. If after checking multiple retailers, the item is still unavailable; our well-trained Personal Shoppers will contact you to offer suitable replacements. You are not obliged to accept the replacements and we will only purchase them after receiving a go-ahead from you.

What do you consider ‘A Suitable Replacement’?

Replacements will typically be a different flavour to what you selected (e.g orange juice instead of apple juice) OR a different brand of a similar quality item OR items with similar function to what you ordered (e.g mint chewing gum instead of mint sweets).

What is a htsplus.ng wallet?

Your htsplus.ng wallet is your online account where you have monetary value to spend on any product. We may debit or credit your wallet for various reasons including: refunding you for an unavailable item, reconciling the difference between guide and actual price for a weighed item, promotional offers, discounts and rebates.

Do I pay for delivery if items are unavailable?

While we make every effort to display an accurate list of items that are in stock at the stores we partner with, these stores are ultimately responsible for maintaining their inventory levels. In the normal course of a business day, the stores may occasionally run out of some items. You will not be obliged to pay for any unavailable item. If you are not satisfied with the replacement suggested to you by the Personal Shopper, we will refund the monetary value of the item to your htsplus.ng wallet.

How about Refunds?

If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be added to your htsplus.ng eWallet. We do not process refunds to bank accounts. In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.

Can I return items?

If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and htsplus.ng will be unable to accept any returns.

Can I cancel my order?

When we receive customer orders, we begin processing them immediately. And because we do not hold our own inventory and we only purchase from supermarkets and retail outlets when customers place orders, and pay for them, orders cannot be cancelled. The retailers we buy from have a no-return policy so, we in turn, are unable to return any items customers purchase from us to the retailers. Thus, once an order has been placed and paid for, htsplus.ng is unable to accept a cancellation of the order.

How can I contact you?

We are always happy to hear from you. If your question has not been covered in our FAQ page, please contact us at hello@htsplus.ng or call 07038867090 and we will respond promptly.

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