Apotoe Trading connects producers, warehouses, buyers, and delivery representatives on a single platform. This page explains how goods move from a listing to a buyer's hands and what each party can expect at every step.

Every listing states one or more fulfilment options. The most common are buyer pickup from a warehouse, delivery by an Apotoe Rep within a defined zone, and coordinated third-party logistics for larger shipments.

Buyers may collect goods directly from the source warehouse during its stated pickup hours, after producing the order reference and any required identification.

Where a representative operates in the buyer's delivery zone, the order can be assigned to a Rep for last-mile delivery. Rep availability, capacity, and service areas are visible at checkout.

Delivery zones are defined per warehouse and per representative. Delivery fees vary by zone and are shown before an order is confirmed.

The Platform is designed to support multiple countries. Cross-border shipments require the appropriate export, import, and customs documentation and may involve additional lead times.

Once an order is confirmed, the source warehouse prepares the goods, records batch and quantity details, and marks the order ready for pickup or dispatch.

When a Rep or third-party carrier collects the goods, the handover is recorded in the Platform along with condition notes, so the chain of custody is transparent from origin to destination.

Estimated delivery times are indicative and depend on the origin warehouse, the destination, the fulfilment option chosen, and local operating conditions. Confirmed timelines are communicated once the order is prepared.

Delivery fees are calculated from the origin warehouse, the destination zone, the weight and volume of the commodity, and the fulfilment option chosen. All applicable fees are shown before an order is confirmed.

Warehouses follow commodity-specific handling and packaging standards to keep goods in good condition during transport. Special handling requirements can be flagged during ordering where supported.

Order status transitions — confirmed, prepared, dispatched, out for delivery, delivered — are visible from the buyer's dashboard and, where enabled, sent via notifications.

Deliveries are confirmed with a proof of delivery captured by the Rep or carrier. This may include a signature, code, or photo depending on the delivery type.

If a buyer is not available, the Rep will attempt delivery again according to published operational guidelines. Repeated failed attempts may result in the order being returned to the warehouse at the buyer's cost.

Pickups that are not collected by the buyer within the agreed window may attract storage or handling charges at the warehouse's discretion.

Any damage, shortage, or missing item should be reported through the Platform at the point of delivery or pickup so that the incident can be investigated with the warehouse, Rep, or carrier involved.

Where insurance is arranged for a shipment, the terms and coverage limits are shared with the parties before dispatch. Claims are handled together with the insurer and the parties involved.

Some commodities require additional permits, licences, or handling procedures. Listings must comply with applicable regulations, and shipments must be accompanied by the required documentation.

Delivery may be delayed or suspended by events beyond our reasonable control, including severe weather, road closures, industrial action, or regulatory action. Affected parties are notified as soon as possible.

Returns are handled through the disputes process. Where a return is approved, the reverse logistics are coordinated between the buyer, the warehouse, and the Rep or carrier.

Cancellation of orders that have already been dispatched may not be possible. Where cancellation is agreed after dispatch, associated logistics costs may be non-refundable.

For shipping questions, contact partners@apotoe.com or call +233 54 391 9776.