1. Marketplace Shipping Model
TLG Trade operates as a marketplace. That means customers buy directly from independent sellers, and each seller is responsible for packing, dispatching, and delivering the products they list. Shipping methods, carrier choice, delivery zones, and dispatch times may therefore vary from shop to shop.
Sellers must clearly state how their shipping works on the product page, shop page, or checkout flow so customers can make an informed purchase decision.
2. Shipping Rates and Charges
Shipping costs are set by the seller unless a promotion or platform rule states otherwise. Before checkout, customers should be shown the applicable shipping fee, any minimum order threshold, and whether the order qualifies for free or discounted delivery.
- Shipping fees may vary by location, package size, and product type.
- Bulky, fragile, or high-value products may require special handling or insurance.
- If a seller uses different rates for different counties or towns, those rates must be disclosed before payment.
3. Delivery Timelines
Delivery timelines depend on the seller’s location, the customer’s delivery address, stock availability, and the carrier used. Where a seller gives an estimated delivery window, that window should be realistic and based on the service they can actually provide.
If no exact date is available, the seller should provide a reasonable estimate and update the customer when the order is dispatched.
4. Address Accuracy and Failed Delivery
Customers are responsible for providing a correct and complete delivery address, including phone number and any directions needed to complete delivery. If a package cannot be delivered because the address is incomplete, incorrect, or unreachable, the seller may contact the customer to arrange a re-delivery or pickup.
- Customers should keep their phone available after placing an order.
- Any extra costs caused by an incorrect address may be charged back to the customer if disclosed by the seller.
- Orders returned to sender because of customer error may be subject to a re-delivery fee.
5. Delays, Lost Parcels, and Damaged Deliveries
If an order is delayed beyond the promised delivery window, the customer should contact the seller through the order page first. If the seller cannot resolve the issue, the customer may escalate to TLG Trade support with the order number and any relevant proof.
Where a package arrives damaged, missing items, or appears tampered with, the customer should keep the packaging and share photos or video evidence as soon as possible so the issue can be reviewed fairly.
6. Shipping and Returns
Shipping and returns are connected. If an item is being returned because it is defective, wrong, or not as described, the seller should handle the return instructions and make the customer aware of who bears the return shipping cost. General return rules are explained in the Return & Refund Policy.
7. Contact Support
For shipping questions or unresolved delivery issues, contact support@tlgtrade.com or call +254141031653.