Frequently asked questions.
Everything about client IDs, freight modes, billing and collection. Still stuck? We're an email away.
Getting started
Do I need an account or password?+
No. You register once to get a client ID and your personalized warehouse addresses. Everything after that — milestones, invoices, ready-for-collection — reaches you by email. There's no dashboard to log into.
How is my client ID structured?+
Your five-digit ID encodes your preferred freight mode (air or sea). You also get an alternate ID so you can still ship individual orders the other way when it makes sense.
Which countries do you cover?+
You get a personalized warehouse address in the US, UK, Germany, UAE, South Africa and China — with more markets rolling out. Everything ships to Kampala, Uganda.
Services
What's the difference between the two services?+
Assisted Shopping means we buy and source items on your behalf. Freight Forwarding means you (or friends, family, suppliers) ship to your warehouse addresses and we consolidate and forward. You can use either or both.
Can friends or suppliers send to my address?+
Yes. Anyone can ship to your personalized warehouse addresses using your client ID — family sending gifts, or suppliers fulfilling a business order.
Am I protected against loss?+
During assisted shopping you're fully indemnified against loss. For freight forwarding you can add optional goods-in-transit insurance, especially useful for sea shipments.
Freight & pricing
Air or sea — which should I choose?+
Air is fastest (days) and billed by the higher of actual or volumetric weight — best for urgent or high-value goods. Sea is most economical for bulky or non-urgent goods, consolidated into containers, arriving in weeks.
What is volumetric weight?+
Air freight charges the greater of a parcel's actual weight and its volumetric (dimensional) weight, calculated from its size. Light but bulky parcels are billed on volume — which is why consolidation and right-sized packaging save money.
How am I billed?+
Freight is invoiced in the origin warehouse currency (USD, GBP, EUR…). Assisted-shopping costs and freight costs are billed separately. Pay by mobile money or bank deposit, in the invoice currency or UGX at the day's rate.
Delivery & collection
How do I collect my shipment?+
Once your shipment clears customs, we email you that it's ready. Collect from our Kampala warehouse or request last-mile delivery. Payment is due on collection.
How do I track a shipment?+
Use your shipment reference on our track page — and we email you automatically at every milestone, from receipt at origin to ready-for-collection.
Still have a question?
Reach the team directly — we reply within one business day.