FoodPile

Frequently Asked Questions

Find quick answers to common questions about shopping with Foodpile. Use the search or browse by category to find what you need.

How do I place an order?

You can place an order through our website. Simply browse our products, add items to your cart, and proceed to checkout. You'll need to create an account or log in to complete your purchase.

What are your delivery areas?

We currently deliver within Lagos, Nigeria. We're constantly expanding our delivery network. Enter your address during checkout to see if we deliver to your location.

How long does delivery take?

Standard delivery takes 48-72 hours.

Is there a minimum order amount?

No, we don't have a minimum order amount.

What payment methods do you accept?

We accept multiple payment methods including bank transfers, debit cards, and Paystack. All online payments are secured with SSL encryption.

Why are your prices lower than local markets?

We source directly from farmers and major markets, eliminating middlemen. Our bulk purchasing power and efficient supply chain allow us to offer prices cheaper than traditional markets while maintaining quality.

Are there any hidden charges?

No hidden charges. The price you see is what you pay. Delivery fees and any service charges are clearly displayed before you complete your order.

Can I get a refund if I'm not satisfied?

Yes! If we deliver a damaged item or wrong product, you'll receive a full refund. For other cases of dissatisfaction, we offer a 5% refund on the affected items.

How do you ensure product freshness?

We work directly with farmers and trusted suppliers. Our cold chain logistics and quick delivery system ensure that fresh produce reaches you at peak freshness. All perishables are stored in temperature-controlled facilities.

Are your products locally sourced?

Yes! Over 80% of our products are sourced locally from Nigerian farmers and producers. We're committed to supporting local agriculture and economy while providing you with the freshest options.

How are products stored and handled?

All products are stored in our hygienic, temperature-controlled warehouses. We follow strict food safety protocols and maintain proper storage conditions for different product categories.

How do I create an account?

Click on 'Sign Up' in the top right corner. You can register using your email address and phone number. Account creation is free and takes less than 2 minutes.

I forgot my password. What should I do?

Click on 'Forgot Password' on the login page. Enter your registered email address and we'll send you a reset link. Follow the instructions to create a new password.

Can I track my order?

Yes! You can track your order directly from your account dashboard. You'll see the current stage of your order and its progress in real-time.

How do I contact customer service?

You can reach us through:

What is your return policy?

We accept returns within 3 hours of delivery for damaged, spoiled, incorrect items, or significant quantity discrepancies. Products must be reported promptly due to their perishable nature.

How do I request a return or refund?

Report issues within 3 hours of delivery by:

  • Logging into your FoodPile account
  • Going to "My Orders" and selecting the specific order
  • Clicking "Report an Issue" or "Request Refund"
  • Providing clear photographic evidence of the problem

What issues qualify for returns/refunds?

  • Spoiled, rotten, or expired products
  • Items damaged during transit
  • Incorrect items delivered
  • Significant quantity/weight discrepancies

What is not covered? (5% Penalty Applies)

The following cases are not eligible for returns/refunds and incur a 5% penalty fee:

  • Change of mind or no longer wanting the product
  • Minor cosmetic imperfections in fresh produce
  • Incorrect orders placed by customer
  • Failure to receive delivery on time
  • Improper home storage after delivery
  • Opened personal care products
  • Perishable items that have been stored improperly
  • Customized or personalized items

Do I need to return the physical product?

No, customers are not required to return any orders physically. Our trained team will handle all inspection processes and will reach out to you directly if physical verification is needed. We manage the entire return process for your convenience.

How long do refunds take?

Refunds are processed within 3-5 business days after approval. They can be credited to your original payment method.

What if I receive a damaged item?

Take photos of the damaged item and contact us immediately within 3 hours. We'll arrange for a replacement or full refund. Our delivery agents are trained to handle items carefully, but occasionally issues may occur during transit.