faq

Products & Prices

Are all products on Orinoco original and genuine?

Yes. We are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure that any seller found to be selling non-genuine products is immediately delisted from Orinoco.

Please contact us if you think a product listed on our website does not meet these standards.

How can I check reviews/ratings of a product before buying?

It is advised that you check what other customers have said about a product before you buy.

Are all products on Orinoco new and unused?

Orinoco offers 100% new products. If otherwise, it will be stated on the website as is the case with refurbished devices.

For further information. Please contact us

How can I find the right product on Orinoco?

You can start by clicking on a category name from the category menu on the left side of the website. This shows all the products we have within that category. If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search.

Are there any hidden costs or charges if I order from Orinoco?

There are no hidden costs or charges when you order from Orinoco. All costs are 100% visible at the end of the checkout process.

Are the prices on Orinoco negotiable?

Prices on Orinoco are not negotiable. Orinoco has thousands of sellers who offer you the best prices and deals.

Why do I see different prices for the same product?

Some of our products are offered by different vendors. This allows you to choose your preferred offer. If a product is sold by different vendors, you will find the alternative prices of other sellers in the product page.

How do I know if a product comes with free installation?

Free installation is not offered unless specified in the product description. Be sure to check the product description of products to get more details about installation. In case of doubt, do not hesitate to contact our Customer Service call center.

How do I know if a product comes with warranty?

If a warranty is offered on a product, the warranty period will be displayed on the right side of the product page. If a product is sold by multiple vendors, the warranty period offered by each vendor will be displayed to the right of Seller name, in the ‘more information’ box. If you have further questions, please contact our Customer Service call center

How can I claim warranty for my product?

You can claim warranty by presenting your product and the warranty card at an authorized service center of the Seller. Do not hesitate to contact our Customer Service call center for the contact information of the service center. Please note that warranties are covered by Sellers. As a result, different sellers may offer different warranties for each product.

Where are the Warranty Service Centers?

Please refer to the manufacturer (or service center) details on the warranty card included with your product. You can also check the product page and look for warranty/service center information in the “description” tab. If there is no warranty card, please check the user manual or product packaging for more details. Do not hesitate to contact our Customer Service call center so we can help you resolve the issue.

I see that the warranty terms for my product have changed on Orinoco from when I bought the product. Will this affect my warranty?

Warranty terms for products may change over time. Rest assured, you will be entitled to the terms listed on the warranty card at the time of purchase.

I ordered a product with warranty but I did not get a warranty card with my product. How can I get warranty?

Please get in touch with our Customer Service Team so we can help you to resolve the issue.

What should I do if there is a difference in the warranty mentioned on Orinoco & the physical warranty card I got?

Please get in touch with our Customer Service Team so we can help you to resolve the issue.

From when is the warranty for my product applicable?

The warranty for your product should start from the date of order. Please contact our Customer Service Team if this is not the case.

Should I register the product with the brand to get warranty for my product?

Please always follow the instructions written on the warranty card provided by the brand.

There is mismatch in warranty terms between Orinoco and brand website. What am I eligible for?

Warranty terms for a product may change over time. Rest assured, you will be entitled to the terms listed on the warranty card at the time of purchase.

I lost my warranty card. How can I get warranty?

Even if you’ve lost your warranty card, you can still claim warranty by presenting your Orinoco invoice at any authorized service center.

Order

How do I place an order?

Shopping on Orinoco is easy! Once you have found the product you want to buy, just follow the steps below:

  • Click on ‘Buy Now’ to add this product to your cart
  • Click on ‘VIEW CART and CHECKOUT’ in the pop up
  • Click on ‘PROCEED TO CHECKOUT’
  • Register an account or Login into your existing account by entering your Email and password
  • Enter your shipping/billing information, ensuring your address is complete and accurate
  • Choose your preferred payment option
  • Click on ‘Confirm order’ to complete your order

Once your order is placed, we will either automatically confirm it by notifying you via Email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. If you are unsure of whether your order has been confirmed or not, please contact us a few hours after your order placement.

Need help placing an order?
Call our Customer Order Line –
Operating Hours:

Why am I having trouble placing products in the cart?

If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Contact our Customer Service Support Team

My order is delayed, What should I do?

We do our best to deliver on time. If in some exceptional case we are late, we will then inform you proactively. In case of doubt any question do not hesitate to ​contact our Customer Support Team

How do I cancel my order?

You can cancel your order by ​contacting our Customer Service

How quickly can I get my order?

We do our best to get your orders delivered by the date listed on the product page.

How can I track my order?

We will send you regular updates about the status of your order via emails and SMS after your order has left our warehouse and is on its way to you.

My payment was processed successfully but I didn't get any order confirmation. What should I do?

Please contact our Customer Service Team so we can help you to resolve the issue.

How do I know my order has been confirmed?

We’ll send you an email once your order has been confirmed.

I haven't received the invoice for my order. What do I do?

A hard copy of the invoice will always be sent along with your order. If you have not received an invoice, Contact our Customer Service Support Team and we will send it to you.

Payment

How do I pay on Orinoco?

You can choose from the different payment methods available on Orinoco. Please find below the list of available payment methods:

  • Pay on Delivery (easy and simple at your doorstep)

You will be required to select your preferred payment option at checkout. Do not hesitate to contact our Customer Service for more information.

What is Pay on Delivery (PoD)?

PoD stands for Pay on Delivery. With PoD, you can pay in cash or with a valid bank card to the delivery agent upon receipt of your order.

Note:

  • Some products, regions or pickup stations may not be available for PoD.
Can I use two methods of payment when ordering online?

Sorry, we only accept one payment method per order.

Why was my Credit/Debit Card declined?

If you experience trouble completing payment through debit/credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough funds/limit to complete the transaction. Your bank can help you verify these details.

What steps does Orinoco take to prevent card fraud?

Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customer’s details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it is not authorized by the owner of the card.

Are there any hidden charges like sales tax when I make a purchase on Orinoco?

There are no hidden charges when you make a purchase on Orinoco. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash for the delivery.

Note: For International Payment via Credit / Debit card you may be charged a cross border fee by your issuing bank. For information on the exact charges please contact your issuing bank.

How can I pay for my order on Orinoco app or the Orinoco mobile website?

The Orinoco mobile app and mobile website offer all the payment options that the Orinoco full website version offers. You can pay with confidence, using your preferred payment option.

How do I pay with my Debit / Credit Card?

At the end of the checkout choose Credit / Debit Card as your preferred payment option and follow the steps after confirming your purchase. Make sure that your bank activated your Credit Card for online payments. Please note that Orinoco provides the utmost security on your payments.

Why is the Pay on Delivery disabled on my account?

Our system has flagged your account as being associated with an unusual number of cancelled / rejected orders and for this reason, the Pay on Delivery option is currently disabled on your account.

What is a 3D Secure password?

The 3D Secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the Verified by VISA” and Mastercard SecurePoDe” services.

3D secure password is an additional one-time password, that you will be asked to enter on the payments page. This password is known only to you, and is sent to you via email or text. This ensures that only you can use your card for online purchases.

Which currencies does Orinoco accept?

We only accept Nigerian Naira, Canadian Dollar, American Dollar, Chinese Yaun at the moment.

Does Orinoco offer payment on installments?

Sorry, we don’t offer payment on installments at this moment.

Why can't I see the option for Pay On Delivery at checkout?

It could be that:

  • You have in your cart a “shipped by overseas item or a digital product.
  • Your total cart value is under ₦1,500.
  • Your delivery option (Location or Pickup Station) is not eligible for Pay On Delivery.
  • Pay on Delivery is currently disabled on your account.
  • The item (not shipped from overseas) requires prepayment before processing.
What is my card number, expiration date, and CVV/security PoDe?

When paying with Debit / Credit card on Orinoco, we will ask you for your 16 digit Card number and expiry date and CVV (Card Verification Value)/Security PoDe. Please note that Orinoco doesn’t save your card information(unless you specify) or CVV information and you will be asked to enter it each time you purchase on Orinoco.

Who do I complain to if I was flagged wrongly?

Please contact our Customer Service team

How can I activate the Pay on Delivery option on my account

Pay on delivery will be activated on your account when we are able to successfully deliver your next two orders.

Delivery

How long does it take to receive my product?

Delivery timelines vary depending on your city and your selected product. Please be informed that delivery timelines for products shipped from oversea are significantly longer than for other products.

Can the delivery lead-time in a state vary across its different cities?

Yes, it can. Deliveries to outskirts or outer parts of a state have longer timelines.

Can my parcel be delivered to an office address?

Yes! Your parcel can be delivered to any address convenient for you. Just enter your preferred address as your ‘shipping address’ during checkout.

Will somebody contact me before delivering the package to my location?

Yes, our delivery person will contact you to confirm your availability and exact location.

I missed my delivery. What happens now?

We will attempt to deliver your order again the next working day.

I found the package open and the product seal broken on delivery. What should I do?

You should always refuse to accept any open package, as we will not accept returns of electronics products unsealed (unless for defective reason). If you do accept such a package by mistake or find out it has been tampered with, please get in touch with our Customer Service Center immediately.

Can I change my shipping address after I have placed my order?

You can request for your order to be delivered to a different address within the same region or city, before your order is shipped. Please contact our Customer Service call center for more information.
If you want to change the shipping address to a different region or city, we will have to cancel and repurchase your original order.

How can I track my order?

We will send you regular updates about the status of your order via emails and SMS. After your order has left our warehouse and is on its way to you, you can also track its status by entering your tracking number.

Why do estimated delivery times vary for some sellers?

Estimated delivery times depend on the location of the seller. For example, a mobile phone shipping from Abuja would have a different estimated delivery time for customers in Lagos than a mobile phone shipping from Lagos.

What are delivery charges?

Delivery charges are the costs undertaken by Orinoco and our logistics partners to bring your ordered item(s) to your doorstep.

Can I pick up my item instead of having it delivered?

Yes, this option can be chosen at the checkout step. You will be notified when your items arrive at the pickup station you chose, so you can come for pick up.
Please be informed that once available at this pickup station you will have 7 days maximum to pickup your item. After 7 days the item would be sent back to the Seller and your order, cancelled.

I ordered multiple items but I have received only one item so far. What's going on?

Items sourced from different sellers are shipped separately to make sure that there is no delay in fulfillment of your order. Be rest assured that you will get all your items within the delivery period stated on the product pages of those items

Can someone collect my prepaid package on my behalf?

Yes. Please ensure your representative has the tracking number and a signed copy of your ID.

My parcel has been reported missing. What now?

No need to worry. We will help you replace your order at no extra cost.

Do you accept Payment on delivery for my location?

We accept payment on delivery for local products but not for international products.

How can I check reviews/rating of a product before buying?

We advise that you check what other customers have said about a product before you buy.

My package is prepaid. Do I need to show any document when collecting it?

Yes, you will be required to show your ID card to the delivery associate or agent at the pick up station. Acceptable ID cards are: Voters Card, Driver’s license, work ID or International passport.

I have a complaint about the delivery rider who came to deliver my order. What should I do?

Apologies for the inconvenience caused, please get in touch with our Customer Service Call Center so we can make things right.

Does Orinoco deliver internationally?

Yes, we do provide international delivery.

Other Topics

How can I sign-up as a customer on Orinoco?
  • Start by clicking “Your Account” and then sign up in the top right corner of your screen.
  • You will then be asked to provide some basic information.
  • When you have provided the required information, click submit to finish the sign-up process.
  • We will send you an email to welcome you to Orinoco
I have forgotten the password to my Orinoco account. How do I access it?
  • Click Your Account and then Login in the top right side of your screen.
  • Enter your registered email address and click Proceed.
  • Now click the Forgot your Password button to get an email on your registered account with instructions on how to set a new password.
How can I change the password of my account?
  • Click Your Account in the top right corner of your screen (if you are logged in you would see your name there).
  • In the contact details box, click change Password
  • Enter the required information and click “Submit”
Why do I need to provide my email address to sign up?

Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.

Can I add multiple email addresses to login to my account?

To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one anytime from “Your Account”.

How can I add a new delivery address to my account?

To add an additional delivery address to your account:

  • Click Your Account in the top right corner of your screen (if you are logged in you would see your name there).
  • Now click Address Book in the left side of the screen.
  • Click on Add a New Address, enter the details of the new address and click on Save this Address.
How do I register myself as a seller on Orinoco?

If you sell new and genuine products, you can register yourself immediately by visiting the “Sell on Orinoco” and filling out a brief form. Thereafter, someone from our team will get in touch with you to guide you through the rest of the process.

How can I deactivate my account?

If you want to deactivate your account please contact our Customer Service Center.

If I have found a security Bug/Vulnerability/Issue what should I do?

We take security very seriously at Orinoco. If you’ve found an issue on our website, you can email us.

Why should I sell on Orinoco?

Orinoco gives you access to sell and deliver goods to cities and towns all over the world.

Would my account be deactivated if I don't use it for a long time?

We won’t deactivate your account unless you request it, or for exceptional cases of customers with very high repeated order rejection rate.

How do I report a listing infringement?

If you think that your Intellectual Property Right has been infringed by any of our sellers, you can send us an email.

What are the charges for selling on Orinoco?

Listing products on Orinoco is absolutely free! Orinoco does not charge you anything for listing your products online. You only pay a small commission for what you sell. You can get to know the commission charged for your product category by contacting us.

Who can sell on Orinoco?

Anyone who sell new and genuine products, can sell on Orinoco.

Shipping Information

How can I check reviews/rating of a product before buying?

We advise that you check what other customers have said about a product before you buy.

How can I check reviews/rating of a product before buying?

We advise that you check what other customers have said about a product before you buy.

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