Shipping Policy

1. Overview

Tembeya Shop provides shipping services to customers across Uganda. This Shipping Policy outlines our shipping procedures, delivery timeframes, costs, and other important information about receiving your orders.

This policy applies to orders placed through:

• Website at https://tembeya.shop and https://tembeya.ug
• Mobile applications (iOS and Android apps)

We work with trusted delivery partners to ensure your orders reach you safely and on time. Our shipping services are designed to be reliable, affordable, and convenient for all our customers. We use GPS-enabled delivery for accurate and timely service.

2. Shipping Coverage

Tembeya Shop delivers to all major cities, towns, and districts across Uganda. Our coverage includes:

2.1 Metropolitan Areas

• Kampala Central and surrounding areas
• Entebbe Municipality
• Mukono Town
• Kira Municipality
• Nansana Municipality
• Makindye Division
• Kawempe Division
• Nakawa Division
• Rubaga Division

2.2 Major Cities

• Jinja (Eastern Region)
• Mbarara (Western Region)
• Gulu (Northern Region)
• Mbale (Eastern Region)
• Arua (West Nile Region)
• Fort Portal (Western Region)
• Masaka (Central Region)
• Soroti (Eastern Region)
• Lira (Northern Region)
• Mbale (Eastern Region)

2.3 District Coverage

We deliver to all 135 districts of Uganda, including:

• Central Region: Kampala, Wakiso, Mukono, Luwero, Masaka, Mpigi, Mityana, etc.
• Eastern Region: Jinja, Mbale, Soroti, Tororo, Iganga, Bugiri, Busia, etc.
• Western Region: Mbarara, Fort Portal, Hoima, Kasese, Kabale, Bushenyi, etc.
• Northern Region: Gulu, Lira, Arua, Kitgum, Pader, Gulu, etc.

For specific locations not listed, please contact our customer support to confirm delivery availability.

3. Delivery Timeframes

Estimated delivery times vary by location:

3.1 Standard Delivery

• Kampala Metropolitan Area: 1-2 business days
• Entebbe: 1-2 business days
• Mukono: 2 business days
• Jinja: 2-3 business days
• Mbarara: 3-4 business days
• Gulu: 3-4 business days
• Mbale: 3-4 business days
• Arua: 4-5 business days
• Other Major Towns: 3-5 business days
• Rural Areas: 4-7 business days

3.2 Express Delivery

Express delivery is available for Kampala and major cities:

• Kampala Metropolitan Area: Same day or next business day
• Entebbe: Next business day
• Jinja: 1-2 business days
• Mbarara: 2 business days
• Gulu: 2 business days

Express delivery is available for an additional fee. See section 4 for pricing.

3.3 Order Processing Time

Before shipping, orders go through processing:

• Order confirmation: Immediate
• Vendor processing: 1-2 business days
• Quality check: 1 business day
• Packaging: 1 business day
• Handover to delivery partner: 1 business day

Total processing time is typically 2-4 business days before shipping begins. Orders placed on weekends or holidays will be processed on the next business day.

3.4 Delivery Timeframes Disclaimer

Delivery times are estimates and not guaranteed. Delays may occur due to: weather conditions, holidays, peak seasons, customs clearance (for imported items), vendor delays, or other unforeseen circumstances. We are not responsible for delays caused by third-party delivery services.

4. Shipping Fees

Shipping rates within Uganda are based on order value and location:

4.1 Standard Shipping Rates

4.2 Express Shipping Rates

Express delivery is available for an additional fee:

• Kampala Metro Same Day: UGX 25,000
• Kampala Metro Next Day: UGX 15,000
• Major Cities Express: UGX 20,000
• Other Locations Express: UGX 30,000

4.3 Multiple Shipments

If your order contains items from different vendors, they may be shipped separately. You will not be charged additional shipping fees for multiple shipments in the same order.

4.4 Shipping Fee Adjustments

Shipping fees are calculated based on the total order value at the time of purchase. If you add items to your order before it ships, the shipping fee may be recalculated based on the new total. Refunds for shipping overpayments will be processed within 5-7 business days.

5. Delivery Process

5.1 Order Confirmation

After placing your order:

• You will receive an order confirmation email and SMS
• The confirmation will include your order number and estimated delivery date
• You can track your order status through your Tembeya Shop account

5.2 Order Processing

During processing:

• The vendor receives your order and prepares the items
• Items undergo quality check and packaging
• Packages are labeled with your delivery address
• Packages are handed over to the delivery partner

5.3 Shipment

Once shipped:

• You will receive a shipping confirmation email and SMS
• The confirmation will include a tracking number
• You can track your package through the delivery partner's website
• Status updates will be sent via SMS at key milestones

5.4 Delivery

On delivery day:

• The delivery personnel will contact you before arrival
• Delivery is typically made between 8AM and 6PM
• Someone must be available to receive the package
• Signature or ID verification may be required
• The package will be left in a secure location if requested

6. Delivery Address Requirements

To ensure successful delivery, please provide:

• Complete Address: Street name, house number, plot number, or landmark
• District: The district where delivery is required
• City/Town: The specific city or town
• Valid Phone Number: A working phone number reachable during delivery hours
• Alternative Contact: A secondary phone number if possible
• Special Instructions: Any specific directions for hard-to-find locations
• Access Codes: Gate codes, building access, or security information if applicable

Incorrect or incomplete addresses may result in delivery delays, additional fees, or failed delivery. We are not responsible for deliveries to incorrect addresses provided by customers.

7. Package Pickup and Receiving

Package pickup procedures:

• If you are not available, the delivery personnel may attempt to leave the package with a neighbor, security guard, or receptionist
• If delivery cannot be completed, the personnel will attempt delivery the next business day
• Up to 3 delivery attempts will be made before the package is returned
• Packages not collected within 7 days of final delivery attempt will be returned to sender
• You may reschedule delivery by contacting the delivery partner or customer support

For security reasons, packages may require signature upon delivery. In such cases, the package cannot be left without a signature.

8. International Shipping

Currently, Tembeya Shop only ships within Uganda. We do not offer international shipping at this time.

We are actively working on expanding our shipping to other East African countries, including:

• Kenya
• Tanzania
• Rwanda
• South Sudan
• Democratic Republic of Congo

Subscribe to our newsletter or follow our social media for updates on international shipping availability.

9. Lost or Damaged Packages

If your package is lost or damaged during transit:

• Contact customer support immediately upon discovery
• Provide your order number and tracking information
• For damaged packages, provide photos of the damage and packaging
• We will investigate with the delivery partner
• If the package is confirmed lost, we will arrange a replacement or full refund
• If the package is damaged, we will arrange for replacement or refund based on damage severity

Please inspect your package upon receipt and report any damage or missing items within 48 hours. After 48 hours, we may not be able to process claims for damage or missing items.

10. Order Tracking

Track your order through:

• Your Account: Log in to your Tembeya Shop account and go to "Your Orders"
• Order Confirmation Email: Click the tracking link in your shipping confirmation email
• SMS Notifications: Receive real-time status updates via SMS
• Customer Support: Contact us for tracking assistance

Tracking information is available once your order has been shipped. During processing, the status will show as "Processing" until the package is handed over to the delivery partner.

11. Special Delivery Instructions

You may add special delivery instructions during checkout:

• "Leave with security guard"
• "Leave at reception"
• "Call before arrival"
• "Deliver after 5PM"
• Any other specific instructions

While we strive to accommodate these requests, we cannot guarantee they will be followed. Delivery personnel have discretion based on safety and security considerations.

12. Delivery Partners

We work with the following delivery partners:

• SafeBoda Courier Services
• Quickbird Delivery
• Armal Courier
• DHL Express (for express and international when available)
• Other local delivery partners based on location

Delivery partners are selected based on location, package size, and delivery speed requirements. We continuously evaluate and select the most reliable and cost-effective delivery options for our customers.

13. Packaging Standards

All packages are packaged according to our standards:

• Items are wrapped in protective materials to prevent damage
• Fragile items are specially marked and handled with care
• Packages are sealed to prevent tampering
• Packages are labeled with delivery address and return address
• Packages include Tembeya Shop branding for easy identification

If you receive a package that appears damaged or tampered with, do not accept it. Contact customer support immediately with photos of the damaged package.

14. Shipping During Peak Seasons

During peak seasons and holidays:

• Delivery times may be longer than usual
• Order processing may take additional time
• Free shipping thresholds may be adjusted
• Express delivery may have limited availability

Peak seasons include: Christmas/New Year (December), Easter, Eid celebrations, and major shopping events. We recommend placing orders early during these periods to ensure timely delivery.

15. Shipping Questions and Support

For shipping-related questions, contact our customer support:

Email: [email protected]

Phone: +256 700 000 000

WhatsApp: +256 700 000 000

Website: https://tembeya.shop and https://tembeya.ug

Address: Kampala, Uganda

Support hours: Monday-Friday 8AM-8PM, Saturday 9AM-5PM

When contacting us about shipping, please have your order number ready for faster service.

Last updated: September 2026