After placing your order on ITUNU Marketplace, staying informed and in control is easy. Whether you're tracking your jollof delivery or reporting a mix-up with your order, this section walks you through it.
You can check the progress of your order at any time:
Go to Your Account Dashboard
Tap on your profile icon and select “My Orders.”
View Order Details
Each order shows:
Order Status (e.g., Processing, Ready for Pickup, Out for Delivery, Delivered)
Estimated Delivery Time
Vendor Information
Tracking Notes (where available)
Real-Time Notifications
You'll receive updates via:
Push notifications (if using the app)
Email and/or SMS alerts
In-app order status updates
Need to make a change? Here's how it works:
Modify Order:
You can edit quantities or swap items only if the vendor has not started processing the order.
Go to “My Orders,” select the relevant order, and click “Modify Order” (if available).
Cancel Order:
Cancellations are allowed up to a certain point (e.g., before the order is marked “In Progress” or “Shipped”).
Go to the same order page and tap “Cancel Order.” You may need to provide a reason.
Refunds (if payment was made) will be processed based on the payment method and ITUNU Marketplace’s refund policy.
Note: Some prepared meals or time-sensitive items may have stricter cancellation windows.
Things don’t always go perfectly, but when something’s off, we’re here to help:
Go to “My Orders” and select the order in question.
Tap “Report an Issue” and choose from the following:
Item not delivered / Delay
Wrong item received
Damaged or expired item
No return for food items
Other
Provide a short description and (if possible) upload a photo as proof.
Our Customer Support Team will review your report and respond within 24–48 hours to resolve the issue. This may include:
A refund or partial refund
A replacement item (if available)
Store credit