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?

  Selling on Njuru is free. There is no monthly fee, no subscription, and no limit on how many products or services you list. A Processing and 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. A business that wants a branded storefront can get in touch and we will set it up.

• 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.