Question 1

What is IMATA Logistics?

Accepted Answer

IMATA Logistics is a structured logistics infrastructure company, not a courier or dispatch service. We operate a financially disciplined, enterprise-ready intra-city delivery network with ledger-backed transactions, operational governance, and risk-controlled operations. Our network covers intra-state and interstate deliveries through verified transport partners.

Question 2

Where does IMATA operate?

Accepted Answer

We operate primarily in Enugu State for intra-state deliveries and across Nigeria for interstate shipments. Interstate routes use verified transport companies including GIG, Peace Mass Transit, ABC, and others. Service availability depends on your pickup and destination zones.

Question 3

How do I contact IMATA support?

Accepted Answer

You can reach us through the Contact section on our website, or use the in-app support options when logged in. For enterprise accounts, a dedicated account manager handles escalation. All support requests are logged and responded to according to our service level agreements.

Question 4

How do I book a delivery?

Accepted Answer

Visit Send Parcel on our website or use the Book now button. Enter sender and receiver details, package information, and select your delivery class. Pricing is displayed based on zone, weight, and delivery class. Payment confirms the booking and unlocks tracking.

Question 5

What delivery classes are available?

Accepted Answer

IMATA operates defined service-level timelines: Priority (same-day), First Class (24–48 hours), and Third Class (2–5 working days). Each class has clear SLA and pricing. This ensures delivery predictability and operational accountability.

Question 6

How is my parcel tracked?

Accepted Answer

Once payment is verified, tracking is enabled. You receive a unique waybill. Use the Track Parcel page to view real-time status, milestones, and estimated delivery. Shipment visibility is available for active deliveries within our operational framework.

Question 7

What happens for interstate deliveries?

Accepted Answer

Interstate shipments are routed through verified transport partners. You select the transport company at booking. The parcel is handed over at the designated hub, and tracking updates reflect each milestone until delivery. Delivery timelines depend on the route and transport company.

Question 8

What if tracking is not working?

Accepted Answer

Ensure you have the correct waybill. Tracking unlocks after payment confirmation. If tracking still fails, contact support with your waybill. We respond within 24 hours. See our FAQ for contact details.

Question 9

Can I reschedule a delivery?

Accepted Answer

Yes. Before pickup, use the Amend / Reschedule option on the tracking page. After pickup, contact support for changes. Rescheduling may affect delivery timeline.

Question 10

What if delivery fails?

Accepted Answer

Maximum of 2 pickup attempts and 2 delivery attempts. If attempts fail (unreachable recipient, incorrect address, no response), the shipment may be cancelled or returned to sender. Refund may be partial or not applicable; operational costs may be deducted. See our Refund Policy at /refund for full eligibility.

Question 11

How do I file a damage or loss claim?

Accepted Answer

Report within 24–48 hours of delivery. Email finance@imata-logistics.com with Shipment ID, payment reference, reason, and supporting evidence (photos). We investigate using tracking logs and POD. Parcels must meet packaging requirements for damage claims. See our Safety & Claims and Refund Policy for details.

Question 12

What payment methods does IMATA accept?

Accepted Answer

We accept card payments via Paystack, ITEX Pay, and bank transfer. Enterprise accounts may have credit terms subject to approval. Payment must be confirmed before tracking is unlocked for most shipments.

Frequently Asked Questions

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