FAQ

1. How do I book a shipment pick-up?To book shipping with us, kindly call or chat us on whatsapp on +2348068873920.
2. What destinations can I ship to?We ship to all locations within Nigeria and over 220 countries globally. We deliver to your or your customer door step.
3. Can I ship anything with ExprezzGo?Yes, we ship almost everything that are not prohibited for express shipping. Please consult our Restricted and Prohibited items list on here.
4. How do I calculate my charges?Delivery charges are calculated in two forms. Weight of the package or volumetric measurement, pick-up and delivery locations.
5. Can I estimate the size and weight of a parcel? Yes, you can estimate your package to have idea of the price. However, we can process your shipment based on estimated weight. The actual weights in our office or volumetric measurement will determine the final price.
6. Can I use my own packaging when shipping?Yes. You are primarily responsible for packaging if you are shipping remotely. If you are shipping from our office, we may repackage to ensure safe delivery.
7. I need to cancel a shipment, what should I do? You can cancel your shipment before its processed. To cancel, please call our customer service on Please contact Customer Service on: +2348068873920
8. Can I change or cancel a pickup I scheduled online?No. Please contact Customer Service on: +2348068873920
9. What should I do if the courier can’t take a parcel and I was already charged for the shipment?This doesn’t happen often, but if a courier arrived but could not take the parcel, it could be because it contains a prohibited item or didn’t have the necessary paperwork ready. We’ll help you arrange a new pickup or refund. Please contact Customer Service at: support@exprezzgo.com
10. The courier could not take my shipment because it is too big/heavy for their vehicle. What should I do?If your shipment is very large in size or heavy in weight: It may require special pickup equipment and a different vehicle. Please contact us to reschedule your pickup.
11. I have tracked a shipment and been told to contact Customer Service. Why is this?This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect, and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.
12. My shipment is showing “Custom status updated” from the destination, even though the shipment just left the country. What does this mean?This status provides an indication of the clearance processing from the destination. An email would be sent to you to allows you to see very early if there is additional information required by customs for clearance.
13. If I do not have my tracking number, is it still possible to track my shipment?No, our team can help you track and provide update. However, We strongly advise you to make a record of your tracking number however, we can also provide you with the tracking number again if you prefer to track yourself.
14. How are customs duties calculated?The calculation of duties depends on the assessable value of a dutiable shipment. For the purpose of this calculation, dutiable goods are given a classification code that is known as the Harmonized System code. Whether a shipment is a gift or not, it must still go through an import procedure as determined by custom’s law in the destination country. The shipment is cleared through customs based on the origin country, the value and quantity, but not its purpose. Dutiable shipments are subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders. This system has been assigned by the World Customs Organization and continues to evolve. NOTE: ExprezzGo cannot pre-determine what this cost would be.
16. Who is responsible for payment of duties and taxes?The payment of duties and taxes are typically the responsibility of the receiver. The receiver would be contacted with the amount due for custom duties. We encourage you to pay this to prevent delays.
17. Why is the receiver being asked to pay Customs duties and taxes?Duties and taxes are levied by Customs in the destination country and the receiver is responsible for paying them. The Carrier will collect payment from the receiver prior to delivery. Generally, we are unable to deliver parcels until these have been paid.
18. I’m sending a gift – can I pay duties and taxes instead of the receiver?Yes, you can. This will require the receiver to forward the request to pay duties to you. The duties amount are sent to the receiver not sender.
19. Why doesn’t ExprezzGo include duties and taxes in its prices?The customs authorities in the destination country determine whether any duties and taxes are applicable when the parcel arrives. This is based on the information provided on the shipping label (or waybill) and customs paperwork – in particular the shipment contents, declared value and weight.
20. Why do I need to pay customs duty if I received a shipment as a gift?Whether a shipment is a gift or not, it must still go through an import procedure as determined by custom’s law in the destination country. The shipment is cleared through customs based on the origin country, the value and quantity, but not its purpose. You will need to pay customs duty and taxes only if the value of the gift is above a stated local threshold. Unfortunately, ExprezzGo cannot pre-determine the amount that would be charged.