Knowledge Base

Understanding Refund Amounts

Question: Why am I not receiving my full refund after my order could not be fulfilled?

Answer: We understand that it can be frustrating not to receive a full refund, and we’re here to clarify why this might happen. The most common reason for a reduced refund amount is related to the selection made during the checkout process.

If you indicated that the item was not part of our prohibited items list before making your payment, but it turned out to be on that list, your refund will be adjusted to account for the bank processing fees. Unfortunately, these fees are deducted from your total refund.

The only time you will receive a full refund is when a product goes out of stock. In such cases, we process the refund directly to your wallet, as outlined in our terms and conditions.

We appreciate your understanding, and if you have further questions or need assistance, please feel free to contact our customer support team. We're here to help!

Differences in Weight for DIY Packages

Question: Why does the weight provided by the vendor differ from the weight displayed in my customer dashboard?

Answer: We understand that discrepancies in weight can be confusing. It's important to note that weight declarations from vendors or courier services can sometimes be inaccurate.

To ensure transparency, we can provide additional pictures of the item on the scale at the final destination. If you notice a weight difference, you can request this information after making your payment.

We value your trust and, in the spirit of integrity, we will issue a refund if the weight discrepancy is due to an error on our part. Your satisfaction is our priority, so please feel free to reach out if you have any concerns or need further assistance!

Package Delivery Notifications vs. Actual Receipt

Question: I shopped from an online store that has sent me a delivery notification, but FlyMyMall said they have not received my package. What should I do?

Answer: We understand how frustrating it can be to receive a delivery notification from the vendor while we have not received your package at our warehouse. This situation is not uncommon in the logistics and delivery industry, where billions of packages move across various locations daily. Occasionally, packages can be marked as delivered even when they are sent to the wrong address or haven't reached their intended destination.

To assist our customers, we provide all the necessary support to help you file a claim with the vendor. For our Shop For Me customers, we handle the claims process on your behalf. However, DIY customers will need to manage their claims independently.

We also recommend using trusted, consumer-friendly platforms when shopping to help ensure a smoother experience. If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support team. We're here to help!

Account Verification Process

Question: Why is my account verification process taking so long before shipping? Why do you ask for proof of payment and sender's details?

Answer: We understand that waiting for account verification can be frustrating, and we appreciate your patience. The verification process is essential for compliance with regulations and to ensure the security of your transactions.

As part of our commitment to regulatory standards, we may ask for proof of payment and sender's details to verify your identity and the legitimacy of the transaction. This helps prevent fraud and ensures that all transactions are secure and compliant with industry regulations.

We appreciate your understanding as we prioritize the safety and security of our customers. If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support team. We're here to help!

Out of Stock Notifications After Payment for Shop For Me Orders

Question: I received a Shop For Me request, but after paying, I was notified that the item is out of stock. What happens next?

Answer: We understand that receiving an out-of-stock notification after payment can be frustrating. This usually occurs due to a delay in payment processing. To avoid this, please keep an eye on your email notifications so you can make your payment promptly.

If the item is still out of stock after your payment, you have the option to either resend another link for a different item or receive a full refund to your wallet. If you have any further questions or need assistance, please don't hesitate to reach out to our customer support team. We're here to help!

Conversion Guide: Pounds to Kilograms and Vice Versa

• To convert kilograms (kg) to pounds (lb): Multiply the weight in kilogram by 2.2
• To convert pounds (lb) to kilograms (kg): Divide the weight in pounds by 2.2.

Example 1: I have a package that has a weight of 10kg. FlymyMall charges in lbs to ship from the US to Nigeria, to convert 10kg to lbs, multiply 10 x 2.2 = 22lbs.

Example 2: I have a package that has a weight of 10lbs. FlymyMall charges in kg to ship from the UK to Nigeria, to convert 10lbs to kg, divide by 22lbs = 4.5kg

Item Received Differs from What I Ordered

Question: What should I do if the item I received doesn't look like what I ordered?

Answer: We request that customers submit a link for their desired item to ensure we order exactly what you chose. If the product received differs from your order, this discrepancy is likely due to the vendor's fulfillment and not an error on our part.

If the item is broken, we can use insurance to file a claim on your behalf. However, if the wrong item was sent, we will only be able to assist if we ordered based on the link you provided.

If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support team. We're here to help!

Can I cancel an order I just placed on Shop for Me?

Yes, you may be able to cancel your order as long as it has not yet been completed. We understand that circumstances can change, and we strive to accommodate your needs as much as possible. However, please note that once the order is processed and has moved into the fulfillment stage, cancellation may no longer be an option.

If you wish to request a cancellation, we encourage you to act quickly. Please contact us immediately by calling our customer service number or by sending an email to support@flymymall.com. Our team will do their best to assist you and confirm whether your order can be canceled.

Thank you for shopping with us, and we appreciate your understanding!