Frequently Asked Questions
Get answers to your questions
What is a parcel locker?
A parcel locker is a 24/7 self-service parcel delivery service which allows you to securely collect and send parcels with the use of one-time passwords (OTP). These OTPs are often a combination of alphabets and numerals.
Where is my nearest parcel locker?
Your nearest locker could be a walking distance from your home or office. The link below shows a list of SmartParcel Locker locations.
How do I track my parcel?
If you have a pending parcel for collection from a SmartParcel locker, your parcel details and unlock would be sent to you via email/SMS.
If you are sending a parcel using a SmartParcel locker, your parcel details will be sent to you via email/SMS once you have dropped off your parcel.
Similarly, if you log in into app.smartparcel.ng “My Parcel” shows more information on how to track your parcel.
Can I put two or more parcels in the same locker compartment?
– If the items are going to different recipients, when dropping off a parcel at a SmartParcel locker, each parcel must have its own unique label and be put in separate locker compartments to avoid your parcel going missing.
– if items are going to same recipient and can fit into a compartment.
Do you have a weight limit?
The maximum weight of a parcel you can send is 10kg.
Delivery to Locker
Where is my parcel?
If you are waiting to collect a parcel from a SmartParcel locker, you’ll find your tracking/parcel details in your email. Concurrently, your parcel/tracking details would also be sent to you via SMS.
How will I know when my parcel is ready to collect?
Once your parcel has arrived you will receive an email/SMS from SmartParcel containing your unlock code and parcel details.
I have made two separate orders for collection at a locker. Will both parcels be in the same locker compartment?
No, they will be in two separate compartments, and you will be sent two different collection codes.
When at the locker, how do I get my parcel?
The fastest way to collect your parcel at any SmartParcel locker is to click on "Collect a Parcel" then enter the four digits alphanumeric code that can be found in the collection email/SMS.
I ran out of time to collect my parcel. What do I do next?
Kindly contact Support for assistance.
I received two collection codes for the same order. What do I do?
This just means your order has been split between two parcels.
Input your collection code to get your first parcel and input your code to get your second parcel.
Sending a Parcel
My parcel has not left the locker?
If you have dropped off your parcel before 2 PM from Monday to Saturday, it is expected to be picked up the same day.
If you have dropped off your parcel after 2 PM from Monday to Friday, it is expected to be picked up the next day.
Any parcels dropped off after 4 PM on Saturday will be picked up on Sunday.
In the unlikely situation where your parcel has not left the locker, we ask you to wait 1 additional business day before contacting us.
How do I use a SmartParcel locker to send a parcel?
You can send a parcel from a SmartParcel locker to any location within our coverage.
What sort of items can’t I send using a SmartParcel locker?
A list of prohibited items is available in the Terms & Conditions section of our website.
All parcels must be packaged securely. Parcels weighing more than 10kg and larger than 25cm x 25cm x 6cm in size cannot be sent using a SmartParcel locker.
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