Shipping policy
Overview
Supply Master operates a managed marketplace and unified procurement platform connecting customers, businesses, and institutions to verified suppliers.
Products listed on Supply Master may be supplied by approved suppliers, distributors, importers, manufacturers, or fulfilment partners. Supply Master manages the customer-facing delivery coordination process, including order confirmation, supplier coordination, dispatch support, delivery updates, and customer communication.
Delivery timelines and fees may vary depending on product type, supplier location, customer location, product size, handling requirements, and payment confirmation.
1. Order Confirmation Before Fulfilment
Orders may be reviewed before fulfilment.
Before an order is dispatched, Supply Master may confirm:
- Product availability
- Product quantity
- Delivery location
- Payment method
- Supplier readiness
- Delivery fee
- Delivery timeline
- Special handling requirements
An order placed on the website does not automatically guarantee immediate dispatch. Some orders require supplier confirmation before fulfilment begins.
2. Supply Master’s Delivery Responsibility
Supply Master is responsible for coordinating the customer-facing delivery process.
This may include:
- Confirming order details with the customer
- Coordinating with the relevant supplier or fulfilment partner
- Arranging pickup or dispatch where applicable
- Assigning internal riders, external couriers, or delivery partners
- Sharing delivery updates where available
- Managing customer communication during delivery
- Coordinating resolution for failed delivery, wrong item, damaged parcel, or delivery-related issues
Supply Master’s role is to manage the delivery process and customer support layer. In some cases, the product may be dispatched from a supplier location or fulfilment partner rather than a Supply Master-owned warehouse.
3. Supplier Responsibility
Suppliers are responsible for supporting fulfilment where their products are listed or supplied through Supply Master.
Supplier responsibilities may include:
- Confirming stock availability
- Honouring confirmed supplier pricing
- Preparing products for pickup or dispatch
- Providing accurate product details and packaging information
- Supporting warranty, replacement, or defect-related issues
- Ensuring products are complete, genuine, and fit for dispatch
- Notifying Supply Master promptly of stock, pricing, or fulfilment issues
Where supplier delay, false availability, wrong item, defective product, or fulfilment failure affects an order, Supply Master will coordinate customer resolution and may recover related costs from the supplier under the applicable supplier agreement.
4. Delivery Fees
Delivery fees may be calculated based on:
- Delivery location
- Product size and weight
- Order value
- Delivery zone
- Product category
- Special handling requirements
- Supplier or pickup location
- Courier or logistics partner charges
Delivery fees displayed at checkout may apply to standard delivery orders. Bulky, fragile, heavy, special-order, regional, or project-based items may require a separate delivery quote.
Delivery, handling, and logistics charges are generally non-refundable unless the issue is caused by a confirmed Supply Master, supplier, or fulfilment error.
5. Delivery Zones
Supply Master coordinates delivery across Ghana, subject to coverage, product availability, supplier readiness, and logistics feasibility.
Delivery zones may include:
- Accra Core
- Greater Accra Extended
- Tema and surrounding areas
- Regional cities
- Nationwide delivery locations
- Special quote-based delivery areas
Some locations may require additional fees, longer delivery timelines, or special delivery arrangements.
6. Standard Delivery Timelines
Delivery timelines are estimates, not guarantees.
Typical delivery timelines may depend on order type:
| Order Type | Estimated Timeline |
|---|---|
| Standard Accra orders | Usually processed within 24–48 hours after confirmation |
| Greater Accra extended areas | May require additional coordination time |
| Regional city deliveries | Timeline depends on courier route and product type |
| Bulky or heavy items | Subject to special handling and delivery scheduling |
| Supplier-confirmed items | Fulfilment starts after supplier availability is confirmed |
| B2B, bulk, or project orders | Timeline stated on the quote or agreed separately |
Delays may occur due to supplier readiness, customer unavailability, payment delays, courier issues, weather, traffic, regional routing, or product handling requirements.
7. Bulky, Heavy, Fragile, or Special-Handling Items
Some products require special delivery handling.
This may apply to:
- Generators
- Large appliances
- Building materials
- Hardware
- Fragile items
- Heavy tools
- Large-volume orders
- B2B or project supplies
- Items requiring careful loading or unloading
These orders may require:
- Custom delivery quote
- Delivery scheduling
- Additional handling fees
- Customer assistance at delivery point
- Ground-floor delivery limitations
- Separate installation or setup arrangement where applicable
Delivery fees for bulky or special-handling items may not be the same as standard checkout delivery fees.
8. Customer Responsibilities
Customers are responsible for:
- Providing accurate name, phone number, and delivery address
- Being reachable after placing an order
- Confirming order and delivery details where required
- Ensuring someone is available to receive the order
- Paying the agreed amount for cash-on-delivery orders
- Inspecting the package upon delivery where possible
- Reporting wrong, damaged, or incomplete items promptly
Delivery may be delayed, cancelled, or rescheduled if the customer cannot be reached, provides incorrect details, refuses delivery, or is unavailable at the delivery location.
9. Failed Delivery
A delivery may be considered failed where:
- The customer is unavailable
- The customer refuses to receive the order
- The delivery address is incorrect or incomplete
- The customer cannot be reached
- Payment is not ready for cash-on-delivery orders
- Access to the delivery location is restricted
- The customer changes delivery details after dispatch
- The order requires special handling not disclosed earlier
Where delivery fails due to customer-related reasons, additional delivery, return movement, handling, or restocking charges may apply.
Repeated failed deliveries may affect future cash-on-delivery eligibility.
10. Customer Refusal
If a customer refuses delivery after an order has been confirmed and dispatched correctly, Supply Master may apply:
- Delivery charge
- Return movement charge
- Handling charge
- Restocking fee, where applicable
- Cash-on-delivery restriction for future orders
Customer refusal includes refusing an order because of changed mind, delayed response, unavailable funds, wrong address provided, or failure to receive an order after confirmation.
Where the refusal is due to a confirmed wrong item, damaged item, defective item, or Supply Master/supplier error, the customer will not be penalized.
11. Wrong Item, Damaged Item, or Incomplete Delivery
Customers should inspect orders upon delivery where possible.
If an item is wrong, damaged, defective, incomplete, or different from what was confirmed, the customer should contact Supply Master as soon as possible.
Supply Master will review the issue and coordinate with the relevant supplier, courier, or fulfilment partner.
Possible resolutions may include:
- Replacement
- Exchange
- Refund
- Repair or warranty support
- Missing item fulfilment
- Supplier-supported resolution
The resolution depends on the product type, issue, supplier terms, warranty coverage, and inspection outcome.
12. Tracking and Delivery Updates
Where tracking is available, Supply Master may share delivery updates through:
- SMS
- Phone call
- Courier tracking link
- Delivery partner update
Not all delivery methods may include live tracking.
For some orders, delivery updates may be handled manually by Supply Master’s customer support or fulfilment team.
13. Change of Delivery Address
Customers may request a delivery address change before dispatch.
Once an order has been dispatched, address changes may not be possible or may require additional charges.
Address changes may also affect delivery timeline, delivery fee, and courier availability.
14. Cancellations Before Dispatch
Customers may request cancellation before an order is dispatched.
If the order has already been dispatched, delivered, specially sourced, custom-ordered, or prepared by a supplier, cancellation may not be possible without applicable delivery, handling, or restocking charges.
B2B, bulk, project, special-order, or custom orders may have separate cancellation terms.
15. Regional and Nationwide Delivery
Supply Master may coordinate delivery to regional cities and selected nationwide locations.
Regional and nationwide delivery may require:
- Advance payment or deposit
- Longer delivery timelines
- Courier or transport partner coordination
- Special packaging
- Separate delivery quote
- Customer pickup from transport station, where applicable
Availability of regional delivery depends on product type, supplier location, courier capacity, and destination.
16. International and Cross-Border Delivery
Supply Master may support cross-border or international delivery only where such service is expressly available or agreed.
Cross-border orders may be subject to:
- Separate shipping quote
- Customs documentation
- Duties, taxes, or import charges
- Longer delivery timelines
- Country-specific restrictions
- Payment confirmation before fulfilment
Unless expressly stated, standard website delivery timelines apply only to Ghana-based deliveries.
17. Delivery Delays
Delivery delays may happen due to:
- Supplier delays
- Stock confirmation issues
- Payment confirmation issues
- Courier delays
- Traffic or weather conditions
- Wrong delivery details
- Customer unavailability
- Regional transport constraints
- Bulky or special-handling requirements
If your delivery takes longer than expected, contact Supply Master for support.
18. Contact for Delivery Support
For delivery questions, failed delivery support, damaged parcel reports, or delivery updates, contact:
Email: sales@supplymaster.store
Phone: 0308251057
