Below are frequently asked questions, you may find the answer for yourself.
To track your order visit:elexbig.com/orders/tracking
Elexbig is an online marketplace that connects customers with multiple sellers across different locations. This means that not all products on Elexbig are sold or shipped directly by Elexbig.
Delivery times may vary depending on several factors, including:
We always work to ensure your order is delivered as quickly and safely as possible.
Elexbig delivers products to customers across the country. Estimated delivery timelines are as follows:
Shipping is handled directly by the individual vendors (sellers). ELEXBIG provides the marketplace platform, while each vendor is responsible for processing and delivering their own orders.
If there is a delay, you should first contact the vendor directly for updates. If the issue is not resolved, you can reach out to ELEXBIG support for assistance.
If you receive a product that is damaged, defective, incorrect, or significantly different from the listing, open a dispute via your dashboard or contact ELEXBIG Support within the 48-hour Buyer Protection Window.
Once a dispute is submitted, the escrow funds are immediately frozen while we investigate the issue. If your claim is validated, you may be eligible for a replacement, return, or refund in accordance with ELEXBIG's Buyer Protection Policy.
Not always. Since each vendor manages their own shipping and fulfillment, items purchased from different vendors may be shipped separately and could arrive at different times.
You should contact the vendor as soon as possible if you need to update your delivery address. Address changes may only be possible if the order has not yet been shipped.
Delivery attempts and procedures may vary by vendor and logistics provider. The vendor may arrange a redelivery, request pickup from a designated location, or contact you to reschedule delivery.
No. At this time, products listed on ELEXBIG are intended for delivery within Nigeria only, unless a vendor specifically states otherwise in their shipping terms.
Elexbig accepts secure payments through Paystack, including:
Available payment options may vary depending on your location and bank.
Yes. All payments on Elexbig are processed securely through Paystack using encrypted and industry-standard security technology to protect your payment information.
Your payment may be declined for several reasons, including:
If your payment fails, please try again or contact your bank for assistance.
Your payment is processed at the time you place your order and successfully complete checkout.
No. ELEXBIG does not store your full card information. All payment details are securely handled by Paystack in accordance with industry security standards.
Yes. Paystack supports bank transfers, allowing you to complete your payment directly from your bank account when this option is available at checkout.
If your payment is unsuccessful, confirm that your payment details are correct and that you have sufficient funds. You can try again using another Paystack-supported payment method or contact your bank. If the issue continues, contact ELEXBIG Support.
If you were charged but did not receive an order confirmation, please contact ELEXBIG Support with your transaction reference and payment details. We will work with Paystack to verify and resolve the issue.
Yes. Approved refunds are processed in accordance with ELEXBIG's Refund Policy. Refunds will be issued through the original payment method used for the transaction where applicable.
No. ELEXBIG does not impose hidden payment fees. The total amount payable, including product costs and shipping fees, will be clearly displayed before you complete your purchase.
Buyer Protection is a security system that keeps your payment safe when shopping on ELEXBIG. We offer all our customers ultimate peace of mind. We have you covered 100% on every eligible purchase. Visit the Buyer Safety Pageto learn more.
Elexbig is a trusted online marketplace that supports multiple independent sellers and brands. Because different sellers compete to offer the best deals, you may find the same product listed at different prices.
Price differences can happen due to factors such as:
By working with third-party sellers, Elexbig is able to provide a wider range of products, more choices, competitive pricing, and a better shopping experience for our customers.
If your order consists of items from more than one seller, your items will arrive separately. If your order consists of items from a single seller, your items may arrive together or separately. If your orders arrive separately, be rest assured that the remaining item(s) will be delivered shortly.
To place an order, browse products on ELEXBIG, add your desired items to your cart, proceed to checkout, provide your delivery details, select a payment method, and confirm your purchase.
🎥 Need help? Click the "Watch Video Tutorial" button below for a step-by-step guide.
Yes. You can purchase products from different vendors in a single checkout. However, each vendor manages their own fulfillment and shipping, so items may arrive separately.
Once your order is successfully placed and payment is confirmed, you will receive an order confirmation via email and/or through your ELEXBIG account dashboard.
If a vendor is unable to fulfill your order due to stock unavailability or other reasons, the order may be cancelled and eligible payments will be refunded in accordance with ELEXBIG's Refund Policy.
If your order contains items from multiple vendors, products may be shipped separately and delivered at different times. You will receive updates for each shipment.
Your payment is protected by ELEXBIG's Escrow & Buyer Protection Program.
If your item arrives damaged, incorrect, defective, or significantly different from the product listing, you must report the issue within the 48-hour Buyer Protection Window.
Once a dispute is submitted:
If the claim is validated, a full or partial refund may be issued in accordance with our policies.
If your estimated delivery period has passed and you have not received your order, contact the vendor first for an update. If the issue remains unresolved, reach out to ELEXBIG Support for further assistance.
Elexbig allows customers to request a return within the approved return period after receiving their order. To qualify for a return, items must be unused, in their original condition, and returned with all original packaging, tags, accessories, and proof of purchase.
To start a return request, contact the Elexbig support team with your order details and reason for return. Once your request is approved, you will receive instructions on how and where to send your item. Returns sent without prior approval may not be accepted.
Yes. If you receive a defective, damaged, or incorrect item, please contact Elexbig immediately with photos of the item and packaging so the issue can be reviewed and resolved quickly.
Returns for change of mind may not be accepted by all vendors. Please review the product listing and the vendor's return terms before placing your order.
Items that are damaged, defective, incorrect, significantly different from their description, or otherwise eligible under the vendor's return policy may qualify for a return.
Return shipping costs may be the responsibility of the customer or the vendor, depending on the reason for the return and the applicable return policy.
Generally, products must be returned in their original condition, unused, with all accessories, manuals, and packaging intact unless the item is defective.
The vendor will provide instructions for returning the item. Once the returned product is received and inspected, the appropriate resolution will be processed.
Depending on the circumstances and product availability, eligible returns may result in a refund, replacement, repair, or another suitable resolution.
If you're unable to resolve the issue with the vendor, you can escalate the matter to ELEXBIG Support. We will review the case and assist in reaching a fair resolution in accordance with our marketplace policies.
To maintain a trusted and secure marketplace, ELEXBIG does not offer instant seller onboarding.
To apply, click "Sell on ELEXBIG" and submit the following:
All applications undergo compliance verification and are typically reviewed within 48 business hours.
Creating a seller account and setting up your storefront is completely free.
ELEXBIG only charges a standardized commission fee when a successful sale is completed. There are:
Commission rates may vary by product category and are disclosed to vendors before selling.
Learn more about our Commission Policy and category-specific commission rates here: elexbig commissions
When a customer purchases your product, the payment is securely held in ELEXBIG's escrow system.
The transaction amount will appear in your dashboard as Pending Balance.
After:
the funds automatically move to your Withdrawable Balance.
You can then submit a withdrawal request and receive payment directly into your registered Nigerian bank account.
Vendors are expected to process, package, and hand over orders to their logistics partner within 24–48 hours of receiving an order notification.
Failure to update an order status to Dispatched or Delivered within the required timeframe may result in:
Timely order fulfillment helps maintain seller ratings and customer trust on ELEXBIG.
ELEXBIG charges a commission only when a sale is successfully completed. There are no registration fees, monthly subscription charges, or product listing fees. Commission rates may vary by product category.
No. Creating a seller account and listing products on ELEXBIG is free. Vendors are only charged the applicable commission after a successful transaction.
Commission is automatically deducted from the order value before funds are transferred to your Withdrawable Balance. Vendors can view transaction details and earnings within their seller dashboard.
Vendors are expected to process and dispatch orders within the required fulfillment period. Repeated delays, order cancellations, or failure to update order status may result in performance penalties, account restrictions, or sanctions.
Yes. ELEXBIG may suspend or restrict seller accounts for violations such as:
Vendors may not list counterfeit, stolen, illegal, unsafe, or prohibited products. All products must comply with ELEXBIG policies and applicable laws. Sellers are responsible for ensuring the authenticity and legality of every item they offer for sale.
If a buyer files a dispute during the Buyer Protection Window, the related funds may be temporarily frozen while ELEXBIG investigates the claim. Vendors may be required to provide supporting evidence such as product photos, shipment records, or delivery confirmation.
Vendors are expected to:
Failure to meet these obligations may result in sanctions or account restrictions.
The ELEXBIG Escrow System is a secure payment protection service that holds buyer funds until an order has been successfully delivered and verified. This helps protect both buyers and vendors from fraud and transaction disputes.
Once an order is successfully marked as Delivered, the payment is placed in the vendor's Pending Balance for a mandatory 48-hour Buyer Protection Window.
During this period:
If no dispute, refund request, or complaint is submitted within 48 hours, the funds are automatically transferred to the vendor's Withdrawable Balance.
If you receive a product that is:
You should immediately click "Report an Issue" from your order dashboard or contact ELEXBIG Support within the 48-hour Buyer Protection Window.
Once a dispute is submitted:
This ensures that funds remain protected until a fair resolution is reached.
No. When you complete payment, your funds are securely held in escrow. The seller only becomes eligible to receive payment after delivery has been confirmed and the Buyer Protection Window has expired.
Once an order is marked as delivered, a 48-hour Buyer Protection Window begins. During this period, buyers can inspect, test, and verify that the product matches the listing description.
Buyers should inspect the product's condition, functionality, specifications, storage capacity, battery performance, accessories, and authenticity. For gadgets, buyers should also verify IMEI numbers or serial numbers where applicable.
If no dispute, complaint, refund request, or investigation is initiated within the 48-hour protection period, the order is automatically considered accepted and the escrow funds are released for vendor withdrawal.
If your item is defective, damaged, counterfeit, incomplete, or significantly different from the product listing, you should submit a dispute through your order dashboard or contact ELEXBIG Support within the 48-hour Buyer Protection Window.
Once a dispute is submitted, the escrow release process is immediately paused. The vendor cannot withdraw the funds while ELEXBIG investigates the matter and reviews evidence from both parties.
Most dispute investigations are completed within 3 to 5 business days. However, complex cases may require additional review time depending on the evidence submitted.
Yes. If a return or refund request is approved, ELEXBIG may issue a full or partial refund depending on the circumstances and findings of the investigation.
