Mhartz FAQ’s

Ordering and payment

Q: How can I order?

A: You can order easily using our online platform http://mhartz.com. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

Q: Why should I buy online?

A: Speeding up the process. By ordering online you will get prices faster and you will be able to go through order confirmation and payment process much faster. This could save days of your time.

Traceability: You will have easy access to all of your previous orders any time you want.
Reordering:  You can make a re-order anytime based on your previous orders by only couple of clicks. This will save time and effort as you don’t need to go through all the documents and emails from the past. We advise you register with us on your first order to make the whole process of re-ordering and login very easy.

Q: What information should I input when ordering?

A: Our online ordering system will ask for all the important information you should submit. If you have a VAT number, please remember to submit it. This will make sure the shipment is not delayed because of the lack of VAT number (For shipping outside Nigeria ONLY)

Q: What payment methods can I use?

A: You can use all the major credit cards and direct bank transfer.

Q: Is VAT charged?

A: No, VAT is not included in our Online Service. We sort VAT for you.

Q: Can I pay on delivery?

A: Yes, you can only pay on delivery if you reside in the security covered areas as stated under the Mhartz Security Area Code. Contact customercare@mhartz.com to verify your area.

Q: What should I do if the payment is not accepted?

A: Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can’t make the payment, please contact customercare@mhartz.com notify us about the problem. We can manage the order manually.

Q: How can I change delivery address?

A: Sign in to your account and go to “my account”. On “my account” you can change all your contact information.

Q: What are the delivery charges?

A: Delivery charges are dependent on the shipment location. You can see the shipping fees on the checkout process before the payment is made.

Q: What are the terms and conditions?

A: You can see the terms and conditions here

Q: How can I get offer of bulk amounts?

A: When you are logged in and you add bulk products to shopping cart, you have the ability to send us a mail; customercare@mhartz.com for special discount after using the shopping cart. You just need to add the products and quantities you are interested in and mail us. We will send you an offer. Please note that this offer is only for bulk quantity price requests.

Q: What other means of payment is accepted?

A: If you have already established customer relationship with Mhartz, you will be granted ability to pay using direct bank credit. If you have ordered several times from Mhartz but you don’t get this offer whenever you have difficulty with payment, please contact customercare@mhartz.com and we will check why this offer is not activated on your account.

Q: Can I cancel my order?

A: If you want to cancel your order, please do so as soon as possible. If we have already processed your order, you will not be able to cancel your order again. To cancel your order, contact customercare@mhartz.com before we process the order as a call will be put across to you before your order is processed.

Q: Do I have to order online?

A: You can also send your order to customercare@mhartz.com. You can also order using WHATSAPP (0701-324-2077) or by calling. Online ordering is preferred in most cases because by ordering online, you will save time, you will have easier payment process and all the information about the order will be accessible for you anytime. Also, if you want to make same order later, we can easily trace your previous order.

Q: Do you have the product in stock?

A: All the products which are shown on our site are available. Order lead time depends on the products and quantities. If your order is out of stock and cannot be replaced within our delivery deadline, you will be notified for refund or for a change of order.

Q: How to contact customer service?

A: If you have question regarding our online store (ordering, account questions, pricing and shipping), please contact customercare@mhartz.com.

On Technical related issues you can contact customer support at support@mhartz.com or call 0701-324-2077.

Q: Can I return a product?

A: Products are only returnable under below conditions;

a.            If it was received in damaged condition.

b.            If what you ordered is different from what was delivered without your prior notice.

In any of the above conditions, please contact customercare@mhartz.com before return.

Q: How do you ship my orders?

A: All your orders are sent via registered / trusted Nigerian courier services.

Q: Are your prices negotiable?

A: No, prices on Mhartz are not negotiable. You’re provided with variety of products and prices to suite your purchasing power.

Q: Why do I see different prices for the same product?

A: Some of our products may be same but, with different specifications. Ensure you checkout the product specification properly. There are rare cases of same product and specification with different prices. Note: Whenever you notice different prices for same product and specification be rest assured that they are all of high quality but, from different merchants.

Q: How do I return?

A: You can simply return by adhering to these steps;

a.            Return at our office or we can pick up from you (arranged).

b.            Place the item in its original packaging, including any accessories, tags, official seal and any free gift if any.

c.            Ensure your return slip is duly signed as proof of return.

d.            Once we receive your returned item, we will inspect it and process your refund via voucher or direct bank transfer (you are advised to provide your correct details).

Q: I am having problems accessing Mhartz Online Store. Some of the pages look weird. Am I using the right browser?

A: As Mhartz Online Store uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you update your browser to access Mhartz Online Store.

Your account

Q: How do create an account?

A: Go to this page http://mhartz.com and click “my account”, then select the option of Register (register either as a customer or vendor). Just fill in all the needed information and click “Register”.  After submitting the form, your account will be confirmed and you will be notified. Please ensure you check the subscribe to our newsletter option.

Q: How can I retrieve my password?

A: You can retrieve your password by clicking “lost your password?”. Instruction on password retrieval will be send to your email.

Q: How do I change my personal details or email address?

A: You can easily change all your information on your account.  Go to login page (http://mhartz.com/my-account/) and log in, then click “my account” and “edit”. Here you can change all your contact information.

Q: Security

A: Our web store is secured with SSL certificate. This means the information you input is encrypted and it will not be available for third parties / online fraud.

Delivery

Q: Can I track my order?

A: Yes! We will send you the tracking code of the shipment when the parcel has been sent and you can remain in contact customercare@mhartz.com to know more about your order.

Q: Shipping time?

A: Shipping time will be confirmed / communicated once your order has been confirmed for processing.

Q: Will I be contacted before delivery?

A: Yes, you will be contacted by our delivery person to confirm your availability and address.

Q: Do you deliver outside your city / country of operation?

A: Yes, we delivery outside our city / country of operation.

Q: Is there provision for store pick up?

A: Yes, simply select this option at the checkout process and you will be notified of date and time to come for pick up.

Q: Shipping cost?

A: Shipping costs are dependent on your location. You can see the shipping fees on the checkout process before the payment is made.

Q: Can I choose my courier service?

A: Yes, you can choose your preferred courier service but, if their charges is more than our shipping fee, you will bear sole cost of the extra charge and any damage or eventualities that may arise through the shipping process.

Q: Changing the shipping address?

A: You can easily change your shipping address on your account. You just need to login and click “my account” and “edit”.  You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.

Q: Can you ship to an alternate location?

A: Yes, as part of our commitment to serving you better, we ship to alternate location of your choice for reasons best known to you but, you will bear sole responsibility of what happens to your parcel after delivery to your alternate stated location.

Q: Do I have to be there to sign for delivery?

A: Yes, our delivery requires you to sign to confirm you’ve received your order.

Q: Do I need any proof to received my order?

A: Yes, you are required to present a valid means of identification to claim your order.

Q: Can someone claim my order on my behalf?

A: Yes, your representative will be required to present a valid means of identification and your valid means of identification to claim your order.

Q: Do you deliver internationally?

A: Yes, we deliver internationally to specific countries.

Q: What if my parcel is reported missing?

A: Whenever your parcel is reported missing before it gets to you (delivery), we will replace it at no extra cost. Note: This will extend the expected date of delivery.

Q: Can I complain about the mode of delivery?

A: You are at liberty to complain about your unsatisfaction with delivery mode or logistics. Contact customercare@mhartz.com.

Q: Should I accept a product with broken seal?

A: No, reject any product without Mhartz official seal or with broken seal and do well to contact customercare@mhartz.com. Whenever there’s need for the seal to be broken as a result of logistics, you’ll be informed.

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