Frequently Asked Questions
Everything you need to know about MDS delivery services. Can't find your answer? Contact us.
Getting Started
How do I book a delivery?+
You can book online at mdsng.com, via our mobile app, or by visiting any MDS branch. Create a free account, fill in the pickup and delivery details, choose your service type, and confirm payment. A driver will be assigned within minutes.
Do I need an account to book?+
You need a free account to book online. You can also walk in to any branch and book without an account — staff will assist you.
What items can I send?+
We accept documents, packages, clothing, electronics (properly packaged), food items, and most consumer goods. We do not carry firearms, illegal substances, perishable food without proper packaging, live animals, or items prohibited by Nigerian law.
Tracking
How do I track my parcel?+
Visit mdsng.com/track and enter your tracking number. You can also track via SMS by texting TRACK [tracking-number] to 20101. Real-time updates are sent via SMS and email at each delivery milestone.
What does my tracking number look like?+
Your tracking number starts with MDS- followed by 12 alphanumeric characters (e.g. MDS-ABC123456789). It is shown on your receipt and in your booking confirmation email.
Why is my tracking not updating?+
Tracking updates when the driver scans your parcel at checkpoints. If there has been no update for more than 24 hours, please contact our support team with your tracking number.
Pricing & Payment
How is the delivery price calculated?+
Price is based on parcel weight, origin–destination distance, and chosen service type (Standard, Express, Same-Day). Use our price calculator at mdsng.com/pricing for an instant estimate.
What payment methods do you accept?+
We accept card payments (Paystack, Flutterwave), bank transfers, POS at branches, and cash on delivery for select routes. All online payments are secured with 256-bit SSL encryption.
Can I pay on delivery?+
Cash on delivery is available for bookings made at a branch. For online bookings, payment is required upfront to confirm the booking.
Do you offer refunds?+
Yes. If your parcel is lost, damaged, or not delivered within the guaranteed timeframe, you are eligible for a full refund or re-delivery. See our Refund Policy for details.
Delivery
What are your delivery hours?+
Standard and Express deliveries are made Monday–Saturday, 7am–8pm. Same-Day deliveries are available 7 days a week including public holidays in most cities.
What happens if no one is available to receive the parcel?+
The driver will attempt delivery twice. If unsuccessful, the parcel is returned to the branch. The recipient is notified to collect within 5 business days or arrange re-delivery.
Do you deliver on weekends?+
Yes. We deliver Saturday for all service types. Same-Day delivery is also available on Sunday in Lagos, Abuja, and Port Harcourt.
Is proof of delivery provided?+
Yes. Every delivery requires a photo and signature (or secure drop if pre-authorised). Proof of delivery is available in your account dashboard and sent to your email.
Disputes & Support
What if my parcel is damaged?+
Report damage within 48 hours of delivery with photos to support@mdsng.com or call us. Compensation is subject to the declared value and insurance level selected at booking.
How do I contact support?+
Email support@mdsng.com, call 0800-CALL-MDS (0800-2255-637), WhatsApp us on +234-800-CALL-MDS, or use the live chat at mdsng.com/contact.