Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Shipping & Delivery Policy

This policy explains how products and packages are delivered on Servana, how delivery fees are calculated, what tracking options are available, and what happens if delivery issues occur.

1. Delivery Services

Servana coordinates delivery through multiple channels:

• Servana delivery partners: Verified riders and drivers in our logistics network
• Vendor self-delivery: Some vendors deliver using their own logistics
• Third-party couriers: National courier services for inter-city shipments
• On-demand delivery: Standalone parcel and document delivery requests

2. Delivery Areas

Servana delivers to cities and neighborhoods across Nigeria, with the strongest coverage in Lagos, Abuja, Kano, Ibadan, Port Harcourt, Kaduna, Benin City, Jos, Enugu, and Warri. Delivery availability for specific products depends on vendor location and service area. Enter your delivery address to see available options.

3. Delivery Fee Calculation

Delivery fees are calculated based on:

• Distance: From pickup (vendor) to delivery address
• Package weight & size: Heavier or oversized items incur higher fees
• Delivery speed: Standard, express, or same-day options where available
• Product category: Food, fragile, or hazardous items may have surcharges
• Multi-vendor orders: Separate delivery fees may apply per vendor

The exact delivery fee is displayed at checkout before payment.

4. Estimated Delivery Times

Estimated delivery times are shown at checkout and vary by:

• Food orders: 30–60 minutes (standard), 20–40 minutes (express)
• Groceries & essentials: Same day or next day
• General marketplace products: 1–5 business days depending on location
• Inter-city shipments: 2–7 business days via courier
• Gas delivery: Same day or scheduled slot

Estimated times are not guaranteed. Delays may occur due to traffic, weather, high demand, vendor processing time, or force majeure events.

5. Order Tracking

For supported orders, real-time tracking is available:

• Order status updates (confirmed, preparing, picked up, in transit, delivered)
• Live map tracking of delivery partner location during active delivery
• Push notifications and SMS updates at key milestones
• Estimated arrival time updates

Track your order in My Orders in the app or website.

6. Delivery Confirmation

A delivery is confirmed when:

• The package is handed to you or left at your specified safe location
• Proof of delivery is captured (photo, signature, or OTP)
• The order status changes to "Delivered" in the app

Risk of loss for physical goods generally transfers to you upon confirmed delivery.

7. Delivery Instructions

You may provide special delivery instructions at checkout:

• Gate codes, building access, or landmark directions
• Contactless delivery preferences
• Preferred delivery time windows
• Safe drop-off location if you are unavailable

8. Failed Delivery Attempts

If delivery cannot be completed due to:

• Incorrect address: You are responsible for providing accurate details. Re-delivery fees may apply.
• Customer unavailable: The rider will attempt contact. After 2 failed attempts, the order may be returned to the vendor. Return shipping and restocking fees may apply.
• Access issues: Ensure your location is accessible. Servana is not liable for delays due to inaccessible addresses.

9. Damaged or Missing Items

Inspect your delivery upon receipt. Report damaged, missing, or wrong items within 24 hours through My Orders → Report Issue with photo evidence. See our Refund & Return Policy.

10. Cash on Delivery

Where COD is available, prepare the exact amount in cash. The delivery partner will collect payment upon handover. COD is not available for all products or locations.

11. International Shipping

Servana currently operates within Nigeria. International shipping is not available at this time.

12. Contact

Delivery support: delivery@servana.ng · General: support@servana.ng

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Questions? Contact support@servana.ng or privacy@servana.ng.