1.0    GENERAL INFORMATION

As stated in the Terms and Conditions of isadea.com. “Through the Site (isadea.com), Isadea & Vessels provides an electronic web-based platform for transactions between buyers and supplier/sellers of products and services. Isadea & Vessels does not represent the seller or the buyer in specific transactions” As a result, this policy is made to create a safe and trustworthy online marketplace; and this delivery policy shall be the guiding principles upon which deliveries will be managed. For the purpose of this policy, the word “us" and “we" shall represent vendors and “you" shall represent buyers.

Since all orders come to us for sorting first, it typically takes 1-7 days business days (depending on the products) for orders to get to our customers. It takes, 1-3 days to sort out or process new orders and 3-4 days to ship to you. As soon as your order is sorted out and processed, we'll ship them out to you and update the information on the website. You can track your package on the website.

2.0 SHIPPING ADDRESS/LOCATIONS

Currently, we do delivery to addresses in Accra only and all tertiary institutions in Ghana. Items will be delivered to digital address or location provided at the time of purchase or registration on isadea.com. Delivery partners will contact numbers provided by you. In some instances, where location provided by buyers is too remote, pick up location may be set up near a prominent landmark, where items will be delivered to the pick up points for buyers to get them. Pick up location are usually within the same vicinity/community of buyers or few kilometres away from that town subject to the remoteness of the address. Pick up locations may be a community school, a transport station, or any public square.

3.0 DELIVERY TIME

An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order with the exception of PRE-ORDER CATEGORY. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.

Unless there are exceptional circumstances, we make every effort to fulfill   your order within [7] business days of the date of your order. Business day mean Monday to Saturday, between the hours of 8:00 am -8:00 pm except holidays. Buyers can use “remind the vendor to ship button" to facilitate the process in case of delay of a vendor.

4.0 HOLIDAYS/SUNDAYS

Please be informed that certain items may be delivered on Sundays between the hours of 10 am-8:00pm subject to the seller’s discretion. Delays in delivery may be inevitable on seasonal holidays or festive seasons due to high volume of orders. Depending on the number of items ordered, products may also be delivered in separate shipments. However, we take steps to ensure shipment delays will be kept to a minimum and to communicate that to you through the appropriate means.

5.0 DELIVERY TIME EXCEEDED

If delivery time exceeds the estimated time,  please contact the vendor through the communication methods (chat option) provided on the site. In case of disputes, please contact Isadea Customer Care for assistance

6.0 CHANGE OF DELIVERY ADDRESS

For change of delivery address requests, you are allowed to change the address at any time before the order has been dispatched. Buyers cannot change address once orders have been dispatched. Kindly note that buyers must pay for changing an address after orders have already been dispatched.

7.0 DELIVERY INSTRUCTIONS

You can provide special delivery instructions on the check-out page of the website

7.1 Delivery Choice

7.1A Group/Normal Shipping

Depending on the type of item ordered, orders are collectively shipped by the Delivery Team to same vicinity within 7 business days. The shipping cost is relatively cheaper, provided transactions are in same region. However, Inter-region transactions may attract charges. A buyer can choose this option at checkout.

7.1B Individual/Express Shipping

A buyer at checkout may however, decide his/her item to be shipped separately. In this case, item should be received within 3 days. Cost of shipping is higher compared to group shipping. Shipping fees are decided at checkout for this option.

Shipment confirmation and order tracking

Buyers can check for shipment confirmation and track the progress and location of their orders using the app or website based on the latest updates made available by Isadea’s logistic partners.

8.0 SHIPPING CHARGES/COSTS

Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, click on the items you would like to purchase to and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed. Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges on the checkout page.

9.0 DAMAGES

If you receive your order damaged, if possible, please reject the parcel from the courier and get in touch with the vendor right away. In case of delivery in your absence, do contact the vendor, shipment carrier or Isadea Customer Care directly to file a claim. Please save all packaging material and damaged goods before filing a claim. If successful, buyers will NOT PAY for the cost of returning a damaged item caused by the courier or the vendor.

9.1 Process for parcel damaged/lost in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim deemed as damaged or lost

9.2 Cancellations

If you change your mind for whatever reason before you receive your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy. Note that cancellations can’t be initiated until 24 hours after payment.

10.0 CONTACT US

Isadea.com primarily connects buyers and sellers hence, buyers can contact vendors directly using the chat button on the website or app.  If at any point in time, a buyer has a problem with the seller, She/he can contact Isadea Customer Care for intervention and investigation

If you have any questions about the delivery and shipment of your order, please contact Isadea Customer Care

ISADEA & VESSELS LTD

P.O.BOX GP, 3597

ACCRA

PHONE NUMBERS

0201237733    0201237723         0277700261       0277700262                  

EMAIL

customercare@isadea.com