Effective Date: Sept 26, 2025
Last Updated: Sept 26, 2025
At Tonel Automotive, we are committed to providing fast, reliable, and secure delivery of all spare parts and automotive accessories ordered through our catalogue-style website. Whether you’re purchasing from within Nigeria or abroad, we ensure that every order is handled with care, processed efficiently, and shipped through trusted logistics partners.
This Shipping & Delivery Policy explains our practices regarding order processing, delivery timelines, shipping methods, fees, tracking, and more.
1. Introduction
Our shipping and delivery processes are designed to ensure that:
- Customers receive their auto parts quickly and in good condition.
- Orders are handled with transparency and accountability.
- We maintain competitive shipping fees while ensuring reliability.
Because our business operates primarily through catalogue-style browsing with WhatsApp ordering, communication plays a central role in confirming product availability, delivery timelines, and shipping details.
2. Scope of This Policy
This policy applies to all orders placed with Tonel Automotive, whether via:
- Our official website
- Direct WhatsApp ordering (through the site’s integrated chat button)
- Telephone or email orders confirmed by our sales team
3. Order Processing & Confirmation
3.1. Placing an Order
When you select a product from our catalogue, you will be redirected to WhatsApp where you can:
- Confirm product availability
- Request additional details (compatibility, warranty, etc.)
- Provide your full name, contact number, shipping address, and preferred delivery option
3.2. Order Confirmation
Once confirmed, you will receive:
- A unique Order Reference Number (sent via WhatsApp and email)
- A payment invoice with details of product price, applicable fees, and delivery charges
- Estimated delivery timeframe
3.3. Processing Timeline
- Orders are processed within 24–48 business hours after payment confirmation.
- Custom or special orders may require additional processing time (we will notify you upfront).
4. Shipping Methods
We provide different shipping options depending on your location and urgency:
4.1. Domestic Shipping (Nigeria)
- Standard Delivery: 3–7 business days via local courier services.
- Express Delivery: 1–3 business days (available in select cities).
- Same-Day Delivery: Available for Lagos and Abuja customers if orders are confirmed before 12 PM.
4.2. International Shipping
We ship globally to customers in Africa, Europe, North America, and beyond.
- Standard International Shipping: 7–15 business days.
- Express International Shipping: 3–7 business days with DHL, FedEx, or UPS.
4.3. In-Store Pickup (Optional)
Customers located near our physical warehouse/partner outlets may choose to collect their orders in person.
5. Shipping Costs
Shipping fees depend on:
- Destination country/region
- Weight and size of the product
- Delivery method selected (standard vs. express)
5.1. Domestic Orders
- Orders below ₦50,000 attract a flat rate delivery fee.
- Orders above ₦50,000 may qualify for discounted or free local delivery (subject to promotions).
5.2. International Orders
- Fees are calculated based on courier rates, weight, and dimensions.
- Customs duties, VAT, and import taxes are the responsibility of the buyer.
6. Tracking & Notifications
Transparency is important to us. Once your order has been dispatched, you will receive:
- A tracking number (via WhatsApp, SMS, or email)
- A link to monitor your shipment status in real-time
- Notifications about delays, customs clearance, or delivery updates
7. Delivery Timelines
Delivery times vary depending on location, logistics partner, and unforeseen delays (e.g., customs, weather, public holidays).
| Region | Standard Delivery | Express Delivery |
|---|---|---|
| Lagos & Abuja | 1–3 days | Same Day – 24h |
| Other Nigerian States | 3–7 days | 1–3 days |
| Africa (Regional) | 5–10 days | 3–5 days |
| Europe & USA | 7–15 days | 3–7 days |
| Global (Other) | 10–20 days | 5–10 days |
8. Delivery Responsibility
8.1. Our Responsibility
- Ensuring that the product is properly packaged and handed over to a reliable courier.
- Providing tracking information and updates until delivery is complete.
8.2. Customer Responsibility
- Providing accurate and complete shipping details.
- Being available to receive delivery or authorizing someone to collect on their behalf.
- Covering customs duties, taxes, or clearance fees for international shipments.
9. Packaging Standards
We take extra care to protect automotive parts during transit:
- Protective wrapping for fragile components.
- Reinforced boxes for heavy or mechanical parts.
- Moisture-resistant materials to safeguard against weather conditions.
10. Undeliverable Orders
Orders may be returned if:
- The shipping address is incorrect/incomplete.
- The recipient is unavailable after multiple attempts.
- Customs clearance is denied due to unpaid fees.
In such cases:
- We will attempt redelivery (extra charges may apply).
- Alternatively, the order can be collected from the nearest courier office.
11. Delays & Force Majeure
While we strive to meet all delivery timelines, delays may occur due to:
- Extreme weather conditions
- Customs inspections or restrictions
- Strikes or logistic partner disruptions
- National holidays or global crises
Tonel Automotive will not be liable for delays outside our direct control.
12. International Customs & Duties
International customers are responsible for:
- Import duties
- Value Added Tax (VAT)
- Customs clearance fees
Failure to pay these may result in your order being held or returned.
13. Lost, Damaged, or Stolen Packages
13.1. Lost Packages
- If your package is lost in transit, we will work with the courier to trace and recover it.
- If not recovered, a replacement or refund will be issued.
13.2. Damaged Packages
- Customers must inspect deliveries upon receipt.
- Any damages should be reported within 24 hours with photos as proof.
- Eligible claims will be replaced or refunded accordingly.
13.3. Stolen Packages
- If theft occurs after confirmed delivery, Tonel Automotive cannot be held liable.
- We encourage customers to provide secure delivery addresses.
14. Return Shipping Policy
If you return an item:
- The product must be unused, in original packaging, with proof of purchase.
- Return shipping costs are the customer’s responsibility unless the return is due to our error.
- Refunds are processed within 7–14 business days after inspection.
15. Customer Support for Deliveries
We provide dedicated support for all shipping inquiries:
- 📧 Email: support@tonelautomotive.com
- 📞 Phone: 07060799788
- 💬 WhatsApp: 07019713473
16. Tips for Smooth Delivery
To ensure timely delivery:
- Always confirm your address carefully.
- Use a reachable phone number for courier contact.
- Track your shipment regularly using provided links.
- Be available to receive deliveries during the estimated time window.
17. Updates to This Policy
We may revise this Shipping & Delivery Policy occasionally. Updates will be reflected with a new “Last Updated” date. Significant changes will be communicated through email or website notifications.
18. FAQs
Q1: How long does delivery take within Nigeria?
Standard delivery takes 3–7 business days, while express delivery takes 1–3 days. Same-day delivery is available in select cities.
Q2: Do you ship internationally?
Yes, we ship globally with DHL, UPS, and FedEx. Delivery timeframes range from 3–15 business days depending on the location.
Q3: Can I track my order?
Yes, every order comes with a tracking number that can be monitored online.
Q4: Who pays customs fees for international orders?
Customers are responsible for all customs, VAT, and import duties in their country.
Q5: What happens if my package is lost?
We will investigate with our courier partner and either replace your product or issue a refund.
Q6: Do you offer same-day delivery?
Yes, same-day delivery is available in Lagos and Abuja for orders confirmed before noon.
Q7: What couriers do you use?
We partner with DHL, FedEx, UPS, and trusted local courier services.
Q8: Can I change my delivery address after placing an order?
Address changes may be possible if your order hasn’t shipped. Contact support immediately.
Q9: What happens if I’m not home during delivery?
The courier may attempt redelivery or leave your package at a nearby collection point.
Q10: How can I contact customer service about my shipment?
You can reach us via WhatsApp, email, or phone for all delivery-related inquiries.
