The things people ask us.
Answers about tracking, customs, money and the four ways to use Waybridge. If something is not here, message us — it probably belongs here.
Knowing where it is
How do I track my shipment?
Every shipment gets a reference like WB-1001. Enter it on the tracking page and you get the full 11-stage timeline, the stage it is on now, and the messages we have already sent you. No account, no password.
What if I have lost my reference?
Look it up with the WhatsApp number you booked on. We send a 6-digit code to that number first — we will not show shipment details to whoever types a phone number, which is the point of the code.
Do I have to check the page to get updates?
No. That is the whole idea. Every time your item moves to a new stage, the same update lands on your WhatsApp with a date on it. The tracking page is there for when you want the detail, not because you need to watch it.
What does "delayed" mean on my shipment?
It means your item has sat at one stage longer than it should. The threshold is 3 days at a customs stage and 5 days everywhere else. We flag it and tell you — you do not have to notice it yourself.
Will I get proof that it was delivered?
Yes — a photo taken at handover, on the same tracking page. If somebody else received it on your behalf, their name is recorded too.
The part everyone else hides
Why do you show three customs stages instead of one?
Because "in customs" for a week tells you nothing. Clearance is documents submitted, then assessment, then cleared — three different waits with three different causes. We show which one you are in and roughly how long it usually takes.
How long does clearance take?
Assessment is usually one to two days. Document submission and release are usually same-day. We flag a shipment as delayed after 3 days at any single customs stage, which is tighter than the 5 days we allow elsewhere, because this is where things actually get stuck.
Will I be asked for more money at customs?
Not by us. Your quote includes duty, VAT, shipping and our handling fee, itemised, before you pay. If customs reassesses an item at a higher value than declared, we tell you what changed and show you the paperwork — we do not add a fee at your door and call it a surprise.
What happens if my item is seized?
We tell you the same day, with the reason customs gave. If it was seized because it is on the prohibited list, that is on us for accepting it and we refund our fees. If it was misdeclared to us, it is not.
What it costs
How is the price worked out?
Duty on the item value at its category rate, VAT of 7.5% on the duty-inclusive value, shipping by weight, and a flat handling fee. Each on its own line. The estimator on the home page uses exactly the same arithmetic as a real quote.
Is the estimate the price I pay?
The estimator uses illustrative duty rates, because real Nigerian duty depends on the specific item. A firm quote — confirmed on WhatsApp before you pay anything — uses the real rate for your item. The estimator exists so the firm quote is never a shock.
When do I pay?
For ship-only, once your item is with our partner abroad. For buy-for-me, in full before we buy anything — we are spending our own money on your behalf, so we do not front it. For local purchases, after you pick from the options we send.
How long is a quote valid?
Between 24 and 48 hours, and it says which on the quote. That is not a sales tactic — it is the naira moving against the currency we buy in. After it expires we requote, usually at a similar number.
However you found it
What if the item is already mine, abroad?
That is ship-only: 11 stages, you send it to our partner overseas, we ship it, clear it and deliver it.
Can you buy something for me from a foreign site?
Yes — send the link. We quote the item plus a 5–15% service fee, you confirm and pay, then we buy it and ship it. 14 stages, because the four purchase steps are tracked too.
Can you find something for me inside Nigeria?
Yes. Describe it and our team searches Jumia, Jiji and the rest by hand, then sends you options with prices. 6 stages, no customs. There is no public search API for those marketplaces, so a person does this — which is slower than a robot and considerably more accurate.
Is a traveller carrying my item safe?
Travellers are ID-verified against their ticket before they can accept anything, every item is handed over unsealed and inspected in front of them, and the reward sits in escrow until delivery is confirmed. Items we will not put on this route at all are listed on the prohibited items page.
When it goes wrong
What if the item I asked you to buy is out of stock?
We refund what you paid for it in full, minus nothing. If you would rather we found an alternative, we will quote that instead — your choice, not ours.
What if it arrives damaged?
Tell us within 48 hours with photos. Damage in transit is covered up to the value you declared, which is why declaring it honestly matters more than declaring it low.
Can I change the delivery address?
Any time before the item leaves our hub. Message us on WhatsApp and reply to the thread for your shipment — it is already linked to the right reference.
How do I reach a person?
Reply to any message we have sent you, or message +234 814 508 0225 on WhatsApp. A person answers during working hours; nothing in that thread is a bot pretending otherwise.
Track it instead.
If you already have a shipment with us, the answer is probably on its tracking page.