Policies

Service Policies
Payment Policy
Insurance Policy
Return Policy
Storage Policy
Handling Discrepancies and Special Items
Abandoned Package Policy
Refund and Claim Policy

Our Payment Before Shipping Policy ensures efficient logistics and timely deliveries by requiring full payment before shipping from our warehouses. This policy allows us to manage logistics effectively and deliver your packages on time.

Full payment is required before shipping any packages from our country-of-origin warehouses to their destination countries. This policy allows us to manage logistics efficiently and deliver your packages on time. Requiring payment before shipping allows Aquantuo to plan and manage logistics more efficiently, improving service delivery and operation processes.

Upon request, members can make a 70% deposit upfront and pay the remaining 30% within 7 days after your package arrives at its destination country. You will receive an email notification once the packages arrive at the destination country.

After your items are received at the warehouse, you will receive an invoice. Payments must be made within 7 days of receiving the invoice to avoid delays and additional storage charges.

Please note that packages not paid for within the 7-day period will not be shipped out. Additionally, even if payment is made within 7 days but after the cut-off time set date, your package will be scheduled for the next available shipment.

We Accept:

  • Card payments
  • Bank transfers
  • Mobile money transfer

Members are required to upload proof of purchase for items they intend to ship on their Aquantuo account either when creating the shipping order request or during payment. Upon receiving an email notification that their package(s) has been received at our warehouse, members have 7 days to upload proof of purchase and complete the payment.

If no proof of purchase (POP) is uploaded within this timeframe, an automatic return process will be initiated. Members must use the package details (dimensions) displayed on their dashboard to create a return label for the items in the origin country or request Aquantuo to create the return label on their behalf for an additional fee.

Storage charges for the package(s) will begin to accrue seven (7) days after the email notification instructing the member to upload POP and make payment. If the member fails to provide a return label or authorize Aquantuo to create one within 21 days, the package(s) will be auctioned as per our abandoned items policy.

Members have up to ten (10) days to claim or report an item not confirmed as received or updated on their account dashboard. We understand things can get busy, but after this period, we won’t be able to assist with any reports or requests related to the package status. This ensures we can resolve issues quickly and efficiently for everyone.

Members must comply with the payment-before-shipping policy to avoid delays. Prompt payment and timely pickup of packages are encouraged to prevent additional costs from storage fees and to prevent further delays.

Failure to comply with this policy may result in shipping delays and the accruing of storage fees. Packages that remain unpaid for after 21 days will be donated to charity, and Aquantuo will no longer be held liable for them.