Info@arafatconcierge.com
+234 906 000 5360

F.A.Q

Frequently Asked Questions

Our Personal Shopping Concierge Service lets you shop your favorite U.S.A, CANADA,UK, DUBAI & CHINA retailers even if you don’t have or don’t wish to use an international credit card. Tell us what items you would like, and we’ll shop all your items for you.

Your goods ship to our USA address at our facility in Chicago Illinois,and then we send them on to you. Payment is by bank transfer, direct deposit.

All orders placed before 2pm US Central time (5p.m. Nigerian Time) will ship the same day. Click here to convert time zones.

No, we can ship any sized orders including those that may need to be sent by sea freight.

Once an order is placed, if the merchant does not allow us to cancel the order, we cannot do so. If the merchant allows for cancellation of the order, you will be responsible for any cancellation charges the merchant may charge and a 5% of the total face value of your total orders as cancellation fee.

Yes, but please note that such orders cannot be cancelled once placed.

Yes, we can help you return your items if the merchant accepts returns, for a fee of 5% of the total face value of your total item to be returned as return service fee.

We cannot bid for you on eBay or any auction site. If you win a bid, we can help you pay for it and have the items shipped to your delivery address.

We will contact you if an item is not in stock. We encourage you to act quickly if you find an item you wish to buy as sales and deals often get sold out very quickly in most stores.

We include FREE insurance for your items. You can get additional insurance when shipping your goods.

File a claim via info@arafatconcierge.com for missing shipments within 7 days of the expected delivery date.

Once a claim is approved, we will replace the cost of the damaged or lost items and the international transportation costs within 7 business days.

 

Claims will be paid by check or refund to the account you used to purchase the items.

 

If you choose to opt out of insurance, you will not have the ability to file a claim for loss or damage to your shipment.

If damage should occur on an insured shipment, you must submit a claim within 7 days of the receipt of the package.

Once a claim is approved, we will replace the cost of the damaged or lost items and the international transportation costs within 7 business days.

 

Claims will be paid by check or refund to the account you used to purchase the items.

 

If you choose to opt out of insurance, you will not have the ability to file a claim for loss or damage to your shipment.

A merchant invoice will show the price you paid for your merchandise.

 

Many merchants will include the invoice with your package. You may also receive your merchant invoice via email.

 

A merchant invoice is sometimes also called an MI or a payment receipt.

 

Hold onto these invoices. Besides the purchase price, they often have other information, such as the name and address of a seller, that AC personal shoppers or your customs office may need.

A merchant invoice provides us information we’re required to have under most of our shopping country zones, law, such as purchase price and (often) the seller’s name and address, before we can ship your packages. When there’s no invoice, we have to contact you for this information. Thus, having an invoice saves you a step in the shipping process and helps you get your items more quickly.

Sometimes a merchant may provide only an electronic invoice, or an eBay seller or private individual may neglect to provide you an invoice at all. In those cases, you’ll need to email your seller to request a paper invoice listing the seller’s name, address and the price you paid for your purchase.

 

Tip: Did you indicate in your order that your purchase was a gift? On merchant invoices for gifts (also called gift receipts), many merchants will not include the price you paid for the merchandise. In those cases, AC personal  Shoppers will need additional information from you before we can send you your purchases

Yes. We’ll simply convert the prices using current exchange rates.

What is the difference between prohibited and restricted items?

 

Prohibited items: We can’t ship you items that are prohibited in your country or that are prohibited for export from our shopping country zones.

 

Restricted items: We may be able to send restricted items after we review whether it’s permitted to ship them from our shopping country zones and receive them in Nigeria. The review process may mean it will take longer for your item to ship.

 

If you have questions about items that may be prohibited or restricted, contact us before you order. Please keep in mind that we may not be able to ship an item back to the seller and that we may be required to dispose of it.

We CAN ship agricultural items that meet the following conditions:

 

  • They meet our shopping country zones export requirements.
  • Nigeria’s customs office allows them to be imported.

 

We CANNOT ship:

 

  • Items that are prohibited in Nigeria
  • Items for which Nigeria customs require a pre-shipment inspection or a phytosanitary certificate from the shipper.
  • Foreign seeds or plants that are not properly imported into Nigeria country zones )
  • Items that are not labeled with genus, species and country of origin.
  • Live plants,Loose soil.

Contact your customs office to learn about regulations in your country. We will return live plants to senders.

Controlled substances are drugs that are illegal to sell or subject to sales restrictions in our shopping country zones.

 

We cannot ship controlled substances or any products that contain controlled substances.

 

Please note that some products that may be unrestricted in Nigeria may be controlled substances in our shopping country zones.

Many countries restrict food imports. Contact your customs office to get specific information.

 

We CANNOT export food items that:

 

  • Are perishable (require refrigeration).
  • Have a label in a foreign language.
  • Are restricted for export by the National Agency for Food and Drug Administration and Control (NAFDAC)
  • Do not have packaging that includes the following: name of the product, ingredient list in English, nutritional information in English.

We will use the merchant invoice (if available) to determine whether the food meets FDA  regulations for export from the USA or meets NAFDAC regulations for import in Nigeria.

If there is no invoice and/or we cannot find the information needed to determine whether export is permitted, we will not be able to send your food item to you. In some cases, we are not able to send it back to the seller.

We CAN ship most over-the- counter medications if they arrive in their original packaging,Before we ship any medication to you.

 

We can also buy & ship your prescription medications if you can provide a USA based doctor’s  prescription paper and document.

No, we cannot. Human growth hormones are marketed under brand names such as Norditropin, Nutropin, Omnitrope, Saizen and Genotropin.

 

Bodybuilding vitamins/supplements like creatine are not considered human growth hormone.

No. There are no exceptions to the laws that prohibit us from exporting prescription medications, controlled substances and human growth hormones.

 

Additionally, we cannot send you assays, peptides, biological media or vaccines of any kind (human, animal, veterinary).

 

We are required by law to dispose of such items at a designated facility.

 

We cannot return them to the sender.

We can help you return counterfeit items that come from within the U.S. if the merchant provides a return label. If there is no return label or the merchant does not accept returns, we are required to discard the item. (we can’t accept returns)

These are items that require special handling, packaging and labeling for international shipping. Common items such as hairspray, spray paint, lighters, nail polish and perfume are considered dangerous because they are under pressure or flammable.

 

Different countries have different rules on what dangerous goods/hazardous materials are allowed to be imported.

 

Contact us to get specific information on your country and the items you want to ship.

Do you charge a fee for handling dangerous goods or hazardous materials?

 

Yes, the fees vary depending on the item. Please contact us for more info.

No. We cannot export badges, body armor/protective clothing containing body armor, handcuffs, police batons, surveillance equipment or any other products that appear related to police, government or military use.

 

Contact us if you have questions about whether an item is considered a police or military item.

No. AC Personal shoppers cannot export weapons, weapons parts or weapons accessories. This includes items such as ammunition, bayonets, laser-equipped items, night-vision items, pistol grips, rifle butt stocks, scopes or sights, as well as other items that are not listed here. We will not export items restricted by the International Traffic in Arms Regulations (ITAR).

 

Contact us if you have questions about whether an item is considered a weapon or weapon accessory.

In most cases, we can ship lithium batteries and devices containing lithium batteries.

 

Please note that the regulations around lithium batteries are extremely complex, and we may not be able to ship them to some countries. The batteries may also be subject to a dangerous goods handling fee (because of potential fire danger).

 

Contact us for help determining whether we can export lithium batteries or devices containing them to your country.

Yes, we can export any motorized vehicle and heavy duty machineries that have valid papers/documents or a license to ship.

AC personal Shoppers is not an automobile broker OR DEALER AND DOES NOT SELL, EXCHANGE,

 

WE RUN AN AUTO CONCIERGE SERVICE WHERE WE HELP YOU BUY OR NEGOTIATE YOUR INTEREST IN ANY VEHICLE LISTED FOR SALE ON YOUR REFERRED SITE.

 

AC Auto Concierge does not hold or possess title for any vehicle listed for sale and AC personal Shoppers is not a party to any vehicle sale contract between vehicle buyers and sellers that originates on.

 

VEHICLE POLICY

We will always ensure we suggest the best value vehicle to you but please kindly note all of these when you choose to select your choice of vehicles yourself.

Running Cars- Must have:

  1. Four functional wheels that run- No bent tyres
  2. Driver side door must open and close
  3. Visible and working key/key fob. They cannot be hidden inside the vehicle under any circumstances.
  4. Functional brakes
  5. Clear from any broken glass or window
  6. Functional transmission
  7. Functional radiator
  8. Be free from leaks
  9. Front hood must be securely shut

Non-runners- If it has any of the following:

In order not to go as a non-runner, vehicles must have all that applies for running vehicles listed:

 

Does not start- must be able to be engaged into neutral

 

Bad transmission

 

Bad front damage damaging  radiator. This does  include running vehicles as this may cause leaking and/or overheating.

 

Leaking of any type

 

No battery

 

Uncharged or a bad battery –(Note: Any vehicle that needs a jump start and needs it to stay attached so the vehicle stays on will be considered as a Non-Runner.)

Forklift: If it has any of the following:

  1. Non-functional wheels: flat tyres, bent tyres- ** vehicles must have four tyres**
  2. Broken glass or windows
  3. No key
  4. Cannot be engaged into neutral.
  5. Broken axle.
  6. Biohazardous/ unsanitary conditions inside the vehicle.
  7. Driver side door not accessible/ does not open/ problems with door handle (Note: Terminal will not go through the passenger’s side or back door.)
  8. Unable to steer.

Yes, we can ship perfumes from most of our shopping countries, although It depends.

AC Personal shoppers do not export animals.

We use a third party credit card processor who is PCI compliant- this means we never see your complete credit/debit card information and do not store it anywhere on the site or our servers.

We accept all major credit/debit cards including most international PayPal, USA check, wire, Western Union,Nigeria Bank transfers.

We charge our fees in USA, UAE,UK & Nigeria currencies

Where do I send a wire transfer?

Email us at info@arafatconcierge.com for this information.

This 3- or 4-digit code printed somewhere on your credit card helps prevent fraud. Your card issuer might decline transactions that don’t include this code.

On most cards, you’ll find the security code/CVN/CVV on the back, in the white area just above the signature line. American Express prints its code on the front of cards. Look on the right side of the card just above the card number.

If you’re having trouble finding your security code/CVN/CVV, contact your card issuer.

Check for the following issues that may have caused your card to be declined:

  • Is it expired?
  • Did your credit/debit card number change?
  • Did your card have enough available balance to cover your purchases?
  • Is the card authorized for online and/or international transactions?
  • Did you provide the security code/card verification number if it was needed to complete the transaction?
  • Has your issuer placed a hold on your funds?

Contact your card issuer for more details about your specific situation.

Yes, we offer some of the best rates in the industry! Discounts range from 50-80% off of retail shipping rates. Check out our shipping calculator and you’ll see what we mean.

Depending on your shopping, you may have to pay additional import fees, duty or brokerage fees to couriers. These are not covered in the shipping rates you are charged by AC personal Shoppers.

We partnered  with Nigeria’s best logistic company, GIG,however, you can choose from: UPS, FedEx and DHL

Dimensional weight is based on how long, how wide and how tall your package is, measured in inches.

 

International carriers base their shipping rates on whichever is greater- your package’s actual weight (its weight on the scale) or its dimensional weight

You’ll be charged when we process your shipping request.

We accept all major credit/Debit cards including most international cards,direct bank transfers and PayPal.

Several factors could result in your final shipping rate differing from your shipping calculator estimate. Repackaging and consolidating your items could affect the final size of your package, and, in turn, change your shipping costs. If you add insurance, fragile stickers or other special handling requirements, that will also affect shipping costs.

We offer discounts and coupons from time to time to customers. Be sure to join in to stay in the know about such deals.

If there are no shipping restrictions on the items you are buying, you can order from any retailer

When you’re looking for ways to save on international shopping, be sure to check our website for the best deals.

Arafat Concierge LLC is a registered company in Nigeria & USA,we are a trusted company you can always trust with your shopping, Reputable organizations, government agencies and individuals has tested one or or more of our services, see our client here

While many stores and online retailers might ship to you, their shipping prices are very high. And if you buy items from 3 different vendors you will pay for international shipping 3 times.

First, our company is built under 5 core values that we exemplify in all we do to serve you which are:-

PASSION

We are dedicated to our mission, vision, clients, company, community and the nation at large.

RESPECT

To be honest and forthright in everything we do while understanding and valuing the contributions and priorities of others

INTEGRITY

We conduct our business activities with the highest  level of honesty, professionalism, dependability and ethical standards

RESULT DRIVEN

We focus on strong operational performance, positive  outcomes with the ability to execute our responsibilities with a sense of urgency, commitment, competitive and quality approach.

Second, our service charges and shipping rates are the best among similar services. We get very heavy discounts from shippers thanks to the volumes we ship and we pass those discounts to you.

Finally, we offer what no other service does- Guaranteed delivery of your package with our real time delivery tracking services.

Our privacy policy is available on our website.

We consider Monday-Friday business days,asides public holidays. We are open 8am – 8pm on business days.