Help centre
Questions Ghanaian buyers actually ask
No fluff. No runaround. Just straight answers about ordering, delivery, PPA tenders, medical quality, and returns — from our team in Madina. Yours not here? Ask us directly — we'll reply same business day.
Ordering & quotes
Getting what you need
How do I request a quote? +
Three ways — pick whichever suits your workflow:
- Fill out the online quote form — most detailed option, captures everything we need
- Email your list or BOQ to info@needsmatesupplies.com
- WhatsApp +233 24 000 0000 with a photo of your list or a voice note — we read them all
We acknowledge within 2 hours. Itemised quote lands in your inbox within 24.
Is there a minimum order quantity? +
No minimum on stocked lines. One box of gloves. One ream of paper. We'll deliver it.
Custom manufactured items — branded uniforms, printed stationery, specialised equipment — and imported specials may carry MOQs. We'll always tell you upfront, before you commit.
Can I get a sample before placing a large order? +
Yes. Most lines: free samples for consumables, at-cost-plus-delivery for durables (furniture, IT). Sample cost credits against your first bulk order.
Medical consumables and PPE are different — sterility requirements mean we can't send physical samples. Instead we provide manufacturer certificates and batch test reports with every quote.
How long are quotes valid? +
Standard quotes: 30 days from issue date.
Tender quotes: validity matches the tender's stated period (usually 60–120 days).
Volatile categories — USD-denominated IT hardware, fuel-linked items — may have shorter windows. We note it on the quote.
Do you offer volume discounts? +
Yes. Tiered pricing kicks in automatically at volume thresholds (typically 10+, 50+, 100+ units depending on the line). For annual framework agreements or scheduled replenishment programmes, we negotiate custom rates upfront.
Delivery & logistics
Getting it to you
What are your delivery times? +
- Greater Accra: Same day (orders before 12pm) or next business day
- Regional capitals (Kumasi, Takoradi, Tamale, Cape Coast, Ho, Koforidua, Sunyani, Bolgatanga, Wa): 2–3 business days
- District towns & rural areas: 3–5 business days
- Emergency medical lines: 24 hours to any hospital/clinic in Ghana
We confirm the exact delivery date on your quote. Morning of delivery, you get a WhatsApp or email notification — so you're never guessing.
Do you deliver to all 16 regions? +
Yes. Every regional capital, every district. Our own fleet covers Greater Accra and the major corridors. For last-mile to remote areas, we use vetted partner carriers we've worked with for years.
Island and riverine communities — Volta Lake islands, coastal districts — may need an extra day. We'll tell you on the quote.
How does delivery work? Do I need to be there? +
Our driver calls 30 minutes out. Someone authorised needs to be there to:
- Verify quantities against the delivery note
- Inspect for visible damage
- Sign the Proof of Delivery (POD)
Digital copy of the signed POD hits your email immediately. No one available? We'll reschedule — first re-attempt is on us.
What if items arrive damaged or wrong? +
Note it on the POD before signing — write "Damaged: 2 boxes crushed" or "Shortage: 5 units missing". Photos help.
Contact us within 24 hours (WhatsApp with photos is fastest). We'll arrange:
- Immediate replacement dispatch from Accra stock
- Credit note if you prefer
- Collection of damaged goods on our next run
No quibble. No forms. No delay.
Can I collect from your warehouse? +
Yes. Our Madina warehouse is open for collection Mon–Fri 8:00–17:00, Sat 9:00–13:00. Please place the order first so we can pick and pack — walk-ins for unconfirmed orders may wait.
Collection saves the delivery fee. Bring your order reference and ID.
Payment & terms
Paying for your order
What payment methods do you accept? +
- Mobile Money (MoMo): MTN, Vodafone, AirtelTigo — instant confirmation
- Bank Transfer: GCB, Ecobank, Stanbic, Absa, CalBank — same-day value for local banks
- Cheque: Corporate cheques accepted; goods release on clearance
- Corporate Account (30-day terms): Available after 3 successful orders + credit review
Government entities: we accept GIFMIS/Controller & Accountant General payments with proper LPO/contract reference.
Do you offer credit terms? +
Yes, for established clients. After 3+ orders with prompt payment, you can apply for a 30-day credit account. We run a standard credit check and set a limit based on your order history.
Framework agreement holders (annual contracts) get pre-approved terms as part of the contract.
Can I pay on delivery? +
Cash on delivery for orders under GH₵5,000 within Greater Accra only. Larger amounts or outside Accra — payment must be confirmed before dispatch (MoMo/transfer is instant).
This protects both our drivers and your team.
Are prices inclusive of VAT/NHIL/GETFund? +
All quoted prices are exclusive of VAT (15%), NHIL (2.5%), GETFund (2.5%), and COVID-19 Levy (1%) unless explicitly stated as "inclusive".
We issue VAT-compliant invoices with our VAT registration number. Government entities with VAT exemption certificates — provide them at quote stage.
Quality & returns
Standards you can trust
How do you guarantee product quality? +
Every batch goes through our 3-step verification at our Madina warehouse:
- Source verification: We buy only from authorised distributors or manufacturers directly. No grey market.
- Physical inspection: Random sampling on every delivery — packaging integrity, labels, batch numbers, expiry dates.
- Certificate check: FDA registration (medical), GSA/Ghana Standards (electrical), manufacturer CoC (IT, furniture).
Failed batches are rejected and returned to supplier before they reach you.
What if a product fails later (defective)? +
12-month warranty on all durable goods (IT, furniture, equipment) — manufacturer warranty honoured by us, no need to chase brands.
For consumables: if a batch has systemic defects (gloves tearing, paper jamming), we replace the entire affected quantity at no cost, no return required — just photographic evidence.
We keep batch records for traceability.
What's your return policy? +
- Wrong item / damaged / defective: Free replacement or full credit — we collect.
- Change of mind (unopened, resalable): Within 14 days, 15% restocking fee + return transport. Not available for custom/printed/medical sterile items.
- Expired / near-expiry delivered: Full replacement + apology. We check expiry on every dispatch.
Contact us first — we'll authorise the return and send a collection note.
Are your medical supplies FDA-approved? +
Yes. Every medical consumable line we carry is sourced from manufacturers with valid FDA Ghana registration. We maintain current certificates on file and can provide copies with your delivery documentation.
We do not stock unregistered or "parallel import" medical products.
Tenders & public procurement
PPA-compliant from start to finish
Can you handle Public Procurement Authority (PPA) tenders? +
Yes. This is a core specialty. We prepare and submit fully compliant responses for:
- Entity Tender Committee (ETC) packs — Technical & Commercial envelopes
- Restricted & International Competitive Tenders
- Framework Agreements (multi-year supply contracts)
- Emergency Procurement (Section 40, PPA Act 663)
- Donor-funded projects (World Bank, AfDB, USAID, etc.)
We hold current: PPA Supplier Registration, Tax Clearance Certificate, SSNIT Clearance, GRA TIN, Business Registration, and industry-specific certifications.
What documents do you provide for tender submission? +
- Completed Tender Forms (priced BOQ, technical specs compliance sheet)
- Company Profile & Certificates of Incorporation
- PPA Supplier Registration Certificate
- Tax Clearance Certificate (current)
- SSNIT Clearance Certificate
- Audited Financial Statements (last 2 years)
- Manufacturer Authorisation Letters (where required)
- Product Certificates (FDA, GSA, ISO, CE as applicable)
- Past Performance References (3+ similar contracts)
- Bank Reference / Bid Security (if required)
We assemble the full pack — you review and sign.
Do you bid directly or through agents? +
We bid directly as the principal supplier. No agents, no middlemen. Your contract is with Needsmate Supplies Ltd.
This means single-point accountability, direct communication, and no markup layers.
What's the PPA complaint review timeline if a tender goes wrong? +
Under the Public Procurement Act 663, a dissatisfied tenderer has 21 days from the date of an unresolved complaint at the Entity level — or from the Head of Entity's written decision — to seek administrative review.
We've been through this process. We'll guide you on the documentation and timelines if it ever comes to that.
Which tender documents do I need for different procurement thresholds? +
- Price Quotation: ≤ GH₵100,000 — simplified process
- National Competitive Tender (NCT): GH₵100,000 – GH₵10,000,000 for goods
- International Competitive Tender: Above GH₵10,000,000 or specialised requirements
- Low Value / Minor Procurement: Simplified forms for small purchases
We use the current PPA Standard Tender Documents (revised 2022). You don't need to track the versions — we do.
Didn't find your answer?
No fluff. No runaround. Ask us directly — we'll reply same business day.