Real answers, written by humans.

Frequent questions

If you've ever wondered…

• Can I cancel or change my order after I check out?

  Within the first hour, message the seller from your order page. Most are happy to update or cancel. After fulfillment starts, follow the seller's return policy. If a seller doesn't respond, open a dispute and a Njuru reviewer will mediate within 24 hours.

• Where's my tracking?

  Tracking shows on your order page once the seller marks the order shipped. We email you when status changes. If a seller marks shipped but tracking shows no movement after 48 hours, message them. That's usually all it takes.

• Can I pick up locally instead of shipping?

  Yes. When a seller offers it, you'll see a Pickup nearby option at checkout (no shipping fee). After payment, we email you the address and pickup window.

• How do refunds work?

  Refunds go back to the original payment method through Stripe. Once the seller approves, refunds typically post within 5–10 business days. If you and the seller disagree, file a dispute on the order page and we'll mediate.

• Why does Njuru verify every business?

  Marketplaces fail when they trust everyone equally. Every Njuru seller, without exception, uploads registration documents and a government ID. We review within 24 hours, then a verified badge surfaces on their storefront. Documents stay encrypted in a private bucket; only Njuru reviewers see them.

• Can shoppers get verified too?

  Yes, optionally. Verified shoppers get a small badge on their reviews and public wishlists. Visit /account/verify to start.

• How fast do sellers respond?

  Each storefront shows the seller's typical response time. We push sellers to respond within 24 hours during business days; the verified-fast-responder badge requires under 4 hours.

• How do I start selling on Njuru?

  Start at /sell. Registration takes about 5 minutes. After you submit, we review verification documents, you connect Stripe for payouts, and you're live. Most sellers go from signup to first listing within an hour.

• What does Njuru charge sellers?

  Every storefront pays a monthly subscription: Maker $25, Studio $59, House $150, and Concierge custom. There is no free tier, but every seller starts with a free trial, subscription fee waived and no card required: 60 days for individuals, 30 days for registered businesses. A small Processing & Trust fee applies only when a buyer pays through Njuru checkout, plus Stripe's own payment processing which we pass through transparently. The current rate and full details are in our Terms. Your subscription is how we make our money, so per-sale costs stay low.

• When do payouts arrive?

  Payouts route through Stripe Connect and settle to your bank, typically the next business day. You can review your payout details anytime in /business/payouts.

• What is Njuru Gives?

  An optional round-up at checkout that routes to a verified nonprofit you've chosen. 100% goes to the recipient. Njuru takes nothing. Visit /gives to set your default cause.