Shipping and Delivery Policy
Welcome to BaobabMart, your one-stop destination for authentic African products. This Shipping & Delivery Policy explains how we get your order to your door, where it ships from, who carries it, how long it takes, what it costs, and who is responsible for what along the way.
This policy applies to every order placed on baobabmart.com. By placing an order, you accept the terms set out below.
1. Who we are and where we ship from
BaobabMart is registered in the United Kingdom, where our administrative headquarters are based, and sources through our export facility in Douala, Cameroon.
We fulfil orders from four locations:
Location | Role | Primary markets served |
|---|---|---|
United Kingdom | Administrative headquarters and UK fulfilment warehouse | United Kingdom, Ireland |
Belgium | European fulfilment warehouse | European Union, Switzerland, Norway |
United States | North American fulfilment warehouse | United States, Canada, Mexico, and South America |
Germany | European fulfilment warehouse | European Union, Switzerland, Norway |
Douala, Cameroon | Sourcing, quality control and export facility | Cameroon, rest of Africa, and worldwide direct dispatch |
Middle East & Asia — Dubai warehouse (coming soon)
BaobabMart is currently developing a warehouse in Dubai to better serve customers across the Middle East, including Saudi Arabia, Oman and the wider Gulf; as well as our clients in Asia, particularly India and Indonesia. This facility is expected to be operational in the coming months. In the meantime, orders placed from these regions are dispatched directly from our warehouses in Cameroon, the USA or the UK, depending on the product — with same-day dispatch on express shipping.
Stock held in our regional warehouses has already been imported and customs-cleared in bulk. Items not held in a regional warehouse, including handcrafted, made-to-order, fresh-harvest, and bulk items, are dispatched directly from Cameroon.
The dispatch location for your order is determined automatically at checkout based on the items in your cart and your delivery address. Where an order contains both warehouse stock and direct-dispatch items, it may be split into more than one shipment. You are charged shipping once.
2. Processing time
Processing time is the period between your payment clearing and your parcel leaving our facility. It is separate from transit time.
Dispatch location | Processing time |
|---|---|
United States warehouse | Same-day dispatch on orders placed before the daily cut-off (11 AM); otherwise the next working day |
United Kingdom, Germany and Belgium warehouses | Same day dispatch on orders placed before 4 PM; otherwise the next working day |
Direct dispatch from Cameroon | 1-2 working days |
Handcrafted, custom-sized or made-to-order items | 3–10 working days, as stated on the product page |
Same-day and next-day shipping
Same-day shipping rates depend on whether the item you've ordered is already in stock at one of our warehouses. To guarantee same-day or next-day dispatch, please select Express Shipping rather than Standard Shipping at checkout.
3. Shipping methods and carriers
We offer Standard Shipping, Express Shipping, Airport Freight and, in selected areas, Same-Day Delivery. Available services, live prices and estimated delivery dates for your address are always shown at checkout before you pay.
BaobabMart ships with the following carriers:
- DHL Express: international express worldwide and direct dispatch from Cameroon
- FedEx: international express and US domestic services, including heavier parcels
- UPS: US and Canada domestic, EU cross-border, tracked ground and express
- USPS: US domestic standard, lighter parcels, PO Box and APO/FPO addresses
- Royal Mail: UK final-mile delivery, tracked standard and next-day services
- Air and sea freight partners: oversized, bulk and exceptional consignments that standard carriers cannot accommodate
We assign the carrier that offers the best combination of speed, cost and reliability for your destination and parcel profile.
BaobabMart reserves the right to substitute an equivalent carrier or service where operationally necessary; where we do, the delivery estimate you were quoted still applies.
The assigned carrier and your tracking number are confirmed in your dispatch email.
You may request a specific carrier by adding a note at checkout or contacting support before dispatch. We accommodate such requests where the route and parcel allow.
4. Shipping times
Shipping time is the estimated transit period after dispatch, expressed in working days. It excludes weekends, public holidays, and any time spent in customs.
Orders dispatched from our regional warehouses
Destination | Standard | Express |
|---|---|---|
United Kingdom | 1–3 working days | Next working day |
United States of America | 3–6 working days | 1–3 working days |
Ireland | 2–4 working days | 1–2 working days |
European Union | 2–5 working days | 1–3 working days |
Rest of Europe (non-EU) | 3–7 working days | 2–4 working days |
Canada | 4–8 working days | 2–4 working days |
Australia | 4-10 working days | 8-18 working days |
Rest Of World | 3-7 working days | 5-14 working days |
Orders dispatched directly from Cameroon
Destination | Estimated delivery time | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
United Kingdom and Europe | 1–4 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
United States of America | 5–9 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Canada | 5–10 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Middle East | 5–10 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Asia | 6–12 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Australia and New Zealand | 6–12 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
South America | 7–14 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Rest of world | 7–14 working days | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
All shipping times are estimates and cannot be guaranteed. Delays caused by weather, carrier disruption, customs inspection, industrial action, or other events outside our control are not grounds for a refund of shipping charges, though we will always assist you in resolving them.
Oversized, heavy and irregularly dimensioned shipments generally take longer than standard parcels because of the additional handling and freight arrangements involved.
Orders up to 49 kg can be placed directly on the website; for consignments above 50 kg or outside standard dimension limits, we quote freight individually and confirm the price by email before dispatch. See our Bulk Purchase page.
5. Shipping costs
Shipping is calculated at checkout based on your destination, the dispatch location, the total weight and dimensions of your order, and the service level you select.
Because we import into our regional warehouses in bulk rather than shipping parcel by parcel, freight cost per order is significantly lower than under our earlier express-only model, and those savings are reflected in our rates.
Selected items ship free of charge; these are listed on our Free Shipping page. Free shipping applies to standard services only; express upgrades are chargeable.
Shipping charges are non-refundable once an order has been dispatched, except where the fault is ours. Full details are in our Refund and Returns Policy.
6. International shipping, customs, duties and taxes
BaobabMart serves customers worldwide. Import rules differ by destination, and the position depends on where your order ships from.
Orders are fulfilled from our UK, Germany, Belgium, or US warehouse. These goods have already been imported and cleared. Domestic deliveries within the United Kingdom, the European Union, and the United States carry no further import duty for the customer.
Orders dispatched directly from Cameroon. Your country may levy customs duties, import VAT, inspection fees and carrier handling charges. These are set by your government, are not collected by BaobabMart, are not included in the price you pay us, and are the responsibility of the recipient.
By placing an order, you accept responsibility for any import charges arising in your country, and confirm that the goods you have ordered may lawfully be imported to your address. If you are unsure what applies, contact us before ordering.
Restricted and regulated goods. Some products face country-specific import controls. For example, seeds for sowing consigned to Spain require an import authorisation issued by the Spanish Ministry of Agriculture (Office of Vegetal Varieties), obtained by the importer, and inspection may be conditional on payment of official taxes of approximately EUR 60 by the importer.
Such goods may also be subject to control at an EU Border Control Post. Where we are aware of a restriction affecting your order, we will contact you before dispatch
7. Airport freight
For certain bulk or exceptional consignments, we offer Airport Freight, in which your order is shipped to a designated airport in your country rather than to your address.
- Pickup location. Your items are made available at the nearest or designated airport, confirmed to you in advance.
- Notification. We call you once your consignment has arrived in your country.
- Customs and taxes. All applicable duties and taxes are the responsibility of the recipient and are not included in your purchase or shipping charges.
- Tracking. All airport freight consignments are tracked, and tracking details are provided.
- Transit time. Typically 2–5 working days. We will keep you informed if a delay arises.
- Doorstep delivery. Onward delivery from the airport to your address can be arranged at additional cost.
8. Order tracking
Every BaobabMart shipment is tracked, whichever carrier handles it. On dispatch, you receive an email confirming the carrier and tracking number.
You can follow your parcel on our Track My Order page, in My Orders, or on the carrier’s own website.
Tracking may take up to 24 hours to register its first scan after dispatch. If no scan has appeared after 48 hours, contact our support team.
9. Delivery, signature and proof of delivery
Express and high-value consignments require a signature on delivery. Standard services may be completed without a signature, with the carrier recording GPS-tagged or photographic proof of delivery, or leaving the parcel in a safe place or with a neighbour in accordance with that carrier’s own delivery terms.
Once a delivery has been signed for, or the carrier has recorded valid proof of delivery, responsibility for the goods passes to the customer.
Express carriers require a physical street address and a working contact telephone number; PO Box addresses can be served only by USPS and Royal Mail services.
10. Failed delivery and incorrect addresses
Please check your delivery address and phone number carefully before completing your order. Address changes can only be made before dispatch.
Where a parcel cannot be delivered because the address supplied was incorrect or incomplete, the recipient could not be reached after repeated attempts, the recipient refused to accept the consignment, or the recipient declined to pay applicable duties, BaobabMart is not responsible for return shipping costs or the cost of resending the parcel. Such costs will be deducted from any refund due on the merchandise.
Parcels returned to us as undeliverable are refunded, less outbound shipping and any return charges, once received back at the fulfillment warehouse.
11. Lost, damaged or missing shipments
If your parcel arrives damaged, or an item is missing, contact us within 7 days of delivery with your order number and photographs of the packaging and contents so we can open a claim with the carrier.
If tracking has not updated for more than 5 working days, or your estimated delivery date has passed with no delivery, contact us and we will open an enquiry with the carrier on your behalf. Claims for non-delivery must be raised within 30 days of the estimated delivery date.
Perishable and food items must be inspected on arrival and any issue reported within 48 hours.
Contacting Customer Support
- Support tickets: Help Center
- Live chat: available on our website
- Email: [email protected]
- Phone: +44 7418 370155 (UK) / +237 651 598 005 (Cameroon), Monday to Friday, 9:00 am – 5:00 pm
Registered address: 24–26 Arcadia Avenue, Fin009/15452, London, United Kingdom, N3 2JU Cameroon operations: Door 301, Ntarikon Credit Union Building, Bonaberi, Douala, Cameroon
For estimated delivery times by country, see our Shipping Costs and Delivery Times guide.
Thank you for choosing BaobabMart. We appreciate your trust in us and look forward to serving you.
Note: This policy may be updated to reflect changes in our operations or in applicable regulations. The version published on this page at the time you place your order is the version that applies to that order.
Last updated: 7 August 2026