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Frequently Asked Questions
This FAQ aims to provide you with quick answers to common questions about our online grocery service. If you can't find the information you're looking for, please don't hesitate to contact our customer support team.
Account & Ordering
Do I need an account to place an order?
Yes, creating an account allows you to save your delivery addresses, track your order history, create wish lists, and manage your subscriptions (if applicable). It also streamlines the checkout process for future orders.
How do I create an account?
You can easily create an account by clicking on the “Sign Up” or “Register” button usually located at the top right of our website. You will be asked to provide your name, email address, and a password. You may also have the option to sign up using your social media accounts.
How do I place an order?
Browse our website using the categories, search bar, or by viewing our weekly specials.Once you find the items you want to purchase, select the desired quantity and click the “Add to Cart” button.
* Review the items in your shopping cart by clicking on the cart icon, usually located at the top right of the page. Here, you can adjust quantities or remove items.
* Once you are satisfied with your order, click the “Checkout” button.
* You will be prompted to log in to your account (if you haven’t already), enter your delivery address, and select a delivery date and time slot.
* Choose your preferred payment method and enter your payment details securely.
* Review your order summary and click “Place Order” to complete your purchase.
* You will receive an order confirmation email with your order details.
Can I modify or cancel my order after it has been placed?
We understand that sometimes you may need to make changes to your order. Please contact our customer support team as soon as possible. We will do our best to accommodate your request; however, modifications or cancellations may not be possible if your order has already been processed for delivery. Specific timeframes for changes or cancellations will depend on our operational procedures and will be communicated by our support team.
Is there a minimum order value?
Yes, there might be a minimum order value for delivery. This helps us maintain efficient delivery operations. The specific minimum order value will be clearly stated on our website, usually on the shopping cart page or during the checkout process.
What if an item I ordered is out of stock?
We strive to keep our inventory information up-to-date. However, occasionally, items may become unavailable between the time you place your order and when it is processed. If an item you ordered is out of stock, we will notify you via email or phone as soon as possible. You will typically have the option to:
* Receive a refund for the out-of-stock item.
* Replace the item with a similar product of equal or lesser value (if available).
* Remove the item from your order.
Product Pricing
Are the product prices the same as in a physical store?
While we aim to offer competitive pricing, the prices of products online may sometimes differ from those in a physical store due to various operational factors and online promotions. The prices displayed on our website are the final prices you will pay for the products before delivery fees and any applicable taxes.
How do I find specific products?
You can find products using several methods:
* Search Bar: Enter keywords related to the product you are looking for in the search bar located at the top of the website.
* Categories: Browse our organized product categories (e.g., Fruits & Vegetables, Dairy & Eggs, Meat & Poultry, Pantry Staples, Beverages, etc.) located in the navigation menu.
* Filters: Within each category, you can use filters (e.g., brand, price range, dietary restrictions like organic or gluten-free) to narrow down your search.
* Weekly Specials/Promotions: Check our dedicated section for discounted or featured products.
How fresh are your products?
We are committed to providing you with the freshest products possible. Our perishable items, such as fruits, vegetables, meat, and dairy, are sourced regularly and stored under optimal conditions. We have strict quality control measures in place to ensure that only the freshest items are selected for your order. Our delivery team is also trained to handle these items with care to maintain their freshness during transit.
Do you offer organic products?
Yes, we have a dedicated selection of organic fruits, vegetables, and other grocery items. You can usually find these in a specific “Organic” category or by using the “Dietary Restrictions” filter while browsing. Each organic product will be clearly labeled
Where can I find information about product ingredients and nutritional values?
We strive to provide comprehensive product information on our website. For most products, you will find details on ingredients, nutritional information, potential allergens, and origin (when available) on the product description page. If you have specific concerns or cannot find the information you need, please contact our customer support team.
Delivery
Where do you deliver?
We currently deliver to most residential and commercial areas within Lagos Island, Ikoyi, Victoria Island, and parts of Lekki Phase 1 in Lagos, and Lagos mainland Lagos, Nigeria.”]. You can check if we deliver to your specific address during the checkout process by entering your postal code. We are continuously working to expand our delivery areas.
What are your delivery days and times?
We offer delivery services seven days a week Monday – Saturday 8:00 AM – 8:00 PM You will be able to select a preferred delivery date and time slot during the checkout process, subject to availability in your area.
What are your delivery fees?
Our delivery fees are calculated based on factors such as your location and the total value of your order. The specific delivery fee for your order will be clearly displayed during the checkout process before you finalize your purchase. We may also offer free delivery for orders exceeding a certain value.
Do I need to be home to receive my order?
Yes, for most orders, we recommend that someone be present at the delivery address to receive and inspect the order, especially for perishable items. This ensures the safe and timely handover of your groceries. If you are unable to be present, you may be able to provide specific delivery instructions during checkout (e.g., leaving the order with a neighbor or in a secure location if suitable for the items). However, please note that we may not be responsible for the condition or security of the order if left unattended based on your instructions. For certain types of deliveries, a signature upon receipt may be required.
What happens if my order is late?
We make every effort to deliver your order within the selected time slot. However, unforeseen circumstances such as traffic congestion or unexpected delays may occasionally occur. If your order is significantly delayed, we will notify you as soon as possible and provide an updated estimated delivery time. If your delivery is considerably late, please contact our customer support team, and we will do our best to resolve the issue.
What if there are missing or incorrect items in my order?
We take great care in processing and packing your order accurately. However, if you find any missing or incorrect items, please notify our customer support team within 1-3 working days of receiving your delivery. Please provide your order number and details of the issue. We will promptly investigate and take appropriate action, which may include arranging for the missing item to be delivered, providing a replacement for the incorrect item, or issuing a refund.
Payment
What payment methods do you accept?
We accept a variety of secure payment methods, including:
* Major credit cards (Visa, Mastercard, American Express)
* Debit cards
* Online payment gateways Paystack, Flutterwave
* Bank transfers (details will be provided during checkout if this option is available)
* Mobile money Paga, OPay etc
* Cash on delivery is also available in certain areas; please check during checkout
Buy now pay later is also available, check for option.
Is my payment information secure?
Yes, your payment information is handled with the utmost security. We use industry-standard encryption technologies (such as SSL) to protect your personal and payment details during transmission. We do not store your complete credit card details on our servers. Our payment processing partners are also PCI DSS compliant, ensuring the highest level of security for your transactions
When will I be charged for my order?
For most payment methods, you will be charged when your order is confirmed or shortly before it is dispatched for delivery. For cash-on-delivery orders, you will make the payment to our delivery agent upon receiving your order.
What is your refund policy?
If you are not satisfied with the quality of any product you receive, or if there are any issues with your order (e.g., damaged items, incorrect items), please contact our customer support team within “24 hours”of receiving your delivery. We may request photographic evidence of the issue. Depending on the situation, we will offer a suitable resolution, which may include a refund, a replacement, or a credit for future purchases. Refunds will typically be processed within 7-10 business days” and credited back to your original payment method.
Customer Support
How can I contact customer support?
You can reach our customer support team through the following channels:
* Phone: Call us at 09024803189 Our operating hours are 24/7
* Email: Send us an email at info@ojaa.com.ng
We aim to respond to your inquiries within [Specify your response time, e.g., “24 hours”].
Live Chat: Chat with a customer support representative in real-time via the live chat feature available on our website usually at the bottom right corner of the page”. Our live chat service is available 24/7
* Contact Form: Fill out the contact form available on our “Contact Us” page, and we will get back to you as soon as possible.
Is my payment information secure?
Yes, your payment information is handled with the utmost security. We use industry-standard encryption technologies (such as SSL) to protect your personal and payment details during transmission. We do not store your complete credit card details on our servers. Our payment processing partners are also PCI DSS compliant, ensuring the highest level of security for your transactions
What are your customer support hours?
Our customer support team is available” Monday to Sunday, from 8:00 AM to 6:00 PM.
We hope this FAQ provides you with the information you need. Thank you for choosing to shop with us!
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