Frequently Asked Questions

To become a seller, follow these steps: • Click on the "Start Selling" link in the navigation menu. • Create an account and complete your business profile. • Undergo a quick verification process to open your storefront.

During onboarding, you will be required to upload a valid Government-issued ID and an official Proof of Business Registration document.

• On product pages, click the "Request a Quote" button. • Specify your required quantity, target price, and delivery timeline. • The request is sent directly to the seller for negotiation.

You cannot directly add an item to a cart. Instead: • Click "Request a Quote" on the product page. • Negotiate and accept the final quote from the seller. • The item is automatically added to your cart for secure checkout.

• Log into your account. • Go to "My Orders" and click on the specific order. • Once the seller ships your item, a tracking number and courier details will be provided there.

First, contact the seller directly through the HarbourHub messaging system for an update. If the seller does not resolve the issue within 3 business days, you can escalate the matter to HarbourHub Support under our Buyer Protection policy.

For high-value assets and heavy machinery, HarbourHub facilitates and encourages pre-purchase inspections: • Initial funds must be secured via our secure platform escrow to verify intent to purchase. • The money is strictly withheld from the seller until a physical inspection is carried out. • Buyers can either schedule an on-site visit or hire an independent, third-party inspection agency. • Alternatively, HarbourHub can perform this audit on their behalf at a fee which will be negotiated. • Verify the machine’s condition before authorizing dispatch and the final release of funds.

Yes, our standard policy allows return requests within 14 days of delivery. However, the item must be unused, in its original packaging, and not fall under exclusions like custom-made goods.

You are fully covered by our Buyer Protection program. Take photos or videos of the damage and contact the seller within 7 days. If unresolved, HarbourHub will step in to ensure you get a refund.

If an order never arrives or is lost in transit, you are eligible for a full refund under our Buyer Protection policy.

If you receive an item materially different from the listing (wrong model, specifications, etc.), you are protected. You will be refunded, and the item will be returned to the seller.

If your order has not been shipped yet, message the seller immediately to request an address change. Once the item has been shipped and handed over to logistics, the delivery address cannot be altered.

Yes. If a seller fails to process or ship your order within the handling window, the order will be cancelled, and your funds will be fully refunded to your original payment method.

Delivery times vary based on the item's location, the destination, and the shipping carrier. Estimated delivery dates are always calculated and displayed during your quote negotiation and at checkout.

This violates our Seller Guidelines. Report the issue to us immediately with photographic proof. You will receive a refund under Buyer Protection, and the seller will face disciplinary action.

Warranties are determined and provided strictly by the individual seller or the Original Equipment Manufacturer (OEM), rather than a platform-wide policy from HarbourHub. Every product listing clearly displays whether a warranty applies, its duration, and what it covers. We advise reviewing these details or messaging the seller directly before completing your purchase.

No. HarbourHub currently does not operate any physical retail depots or pickup storefronts. We run a highly optimized vendor-to-vendor/vendor-to-buyer logistics model. Items are dispatched directly from the seller’s facility or warehouse and delivered straight to your specified destination through our integrated global freight and shipping networks.

Our support ecosystem is always available to assist you. You can reach the HarbourHub Global support desk via the following channels: • Email: support@harbourhubglobal.com • Web Form: Submit a ticket directly through our official Contact Us page.

We operate under a strict Service Level Agreement (SLA) to ensure your business operations face minimal disruption. Standard inquiries and general support requests are responded to and typically resolved within 24 to 48 hours. Complex transactional disputes or international logistics issues are given high priority and tracked actively until resolved.

We partner with tier-one international freight forwarders, 3PL networks, and postal couriers. Please note that for international shipments, buyers are generally responsible for clearing customs and paying local import duties/taxes.

Currently, our platform supports transactions in USD (US Dollars), NGN (Nigerian Naira), and GBP (British Pounds).

To facilitate frictionless international trade, our integrated payment gateways accept all major global credit and debit cards, including: • Visa • Mastercard • American Express (Amex) • Region-specific cards such as Verve

Yes, we fully support cross-border payments in USD and GBP.

Currently, HarbourHub does not accept cryptocurrency as a standard form of payment. However, our technical team is actively building out future capabilities to support secure stablecoin settlements (such as USDT and USDC) in an upcoming phase of the platform.

Yes. Understanding the substantial capital required for industrial acquisitions, HarbourHub supports advanced enterprise payment methods for high-value transactions. These include: • Verified Letters of Credit (L/C) • Structured bank wire transfers • Verified third-party Equipment Financing paths Please contact our trade desk to initiate these methods.

Ensure your card details and billing address are correct, and verify that your bank isn't blocking the transaction. If the issue persists, try another payment method or contact our support team.

Yes. Our secure payment gateway fully supports direct bank transfers and international wire transfers (SWIFT/ACH). This method is highly recommended and widely used for large B2B invoices and heavy machinery purchases to avoid traditional card spending limits.

Delivery times vary based on the item's location, the destination, and the shipping carrier. Estimated delivery dates are always calculated and displayed during your quote negotiation and at checkout.

Yes, a designated proxy or agent can accept your delivery. However, due to the high-value nature of items listed on HarbourHub, our logistics carriers mandate that the receiving party present a valid government-issued ID and provide a signature matching the authorized consignee documentation provided during checkout.

No. Due to the significant mobilization costs, freight logistics, and specialized handling required to transport heavy machinery and industrial goods, Pay on Delivery (POD) is not permitted. All transactions must be fully funded and cleared through our secure payment gateway or escrow system before an item leaves the seller’s warehouse.

No. To protect you against fraud and ensure you are covered by Buyer Protection, all payments must go through HarbourHub's secure checkout gateway. Off-platform payments are strictly prohibited.

Initiate a return request via your "My Orders" page. Provide the reason and attach photos showing the error. The seller will provide a return shipping label or instructions.

HarbourHub enforces a strict ban on counterfeit items. We encourage buyers to review seller ratings and verify equipment serial numbers with manufacturers upon arrival.

Yes, shipping fees are automatically calculated and agreed upon during the quote negotiation phase.

If the item arrived damaged, defective, or incorrect, you will not pay for return shipping. However, if you are returning an item simply because you changed your mind (and the seller allows it), you are responsible for the return shipping costs.

Yes, if the return is due to seller error or damage, you get a full refund including original shipping. For standard preference returns, the original shipping fee may not be refunded.

You may cancel an order for a full refund provided the seller has not yet initiated the fulfillment or shipping process. Once an item is dispatched or custom-freighted, the order cannot be canceled, and it will fall under our standard Return Policy. Please note that approved cancellations may be subject to non-refundable payment gateway processing fees.

Yes, creating an account is required to request quotes and place orders. This ensures we can securely process your payment, track your shipment, and provide Buyer Protection.

Please check your Spam or Junk email folders. If you still don't see it after a few minutes, click the "Resend OTP" button on the screen.

No. OTP is through email for now.

Please check your Spam or Junk email folders. If you still don't see it after a few minutes, click the "Resend OTP" button on the screen.

If you already have an account but don't remember the password, simply click "Forgot Password" on the login screen to regain access.

• Navigate to the Login page and click on "Forgot Password". • Enter your registered email address. • We will send you a secure link/OTP to create a new password.

Try clearing your browser cache and cookies, or try using a different browser. If the problem persists, please reach out to customer support.

Ensure your credentials are correct. Try resetting your password or clearing your browser cache. If the problem persists, please reach out to customer support.

Our "Premium User" tier is an exclusive feature currently in active development for the next phase of HarbourHub Global. Once this tier launches, users will be able to upgrade their accounts directly through their user dashboard via a subscription or by meeting specific annual trading volume milestones. We will notify all users via a dashboard alert and email the moment the upgrade functionality goes live.

Designed specifically for high-volume traders and enterprises, the upcoming Premium tier will offer a suite of advanced features: • LOWERED FEES: Discounted platform transaction and processing rates. • DEDICATED SUPPORT: A personal corporate account manager for expedited trade assistance. • PRIORITY LOGISTICS: Accelerated shipping queues and fast-tracked customs clearance handling. • MARKET INSIGHTS: Exclusive access to advanced data analytics, price-trend reports, and bulk-sourcing tools.