INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Does your service have nationwide coverage and if so does this include rural areas or is the service restricted to major towns and cities?

Our service does have nationwide coverage through our internal service delivery teams based in Harare, Bulawayo, Mutare and Gweru

Do you deliver to any other countries outside Zimbabwe such as the UK, South Africa, USA, Canada, Poland, UAE etc.?

We currently only deliver in Zimbabwe as our service is designed to enable Zimbabweans in the diaspora to buy groceries, renewable energy products, furniture, appliances etc. for their loved ones back home. We do however constantly review our business model and in future there is a possibility that we will expand our services to include the sale of Zimbabwean products to members of the diaspora community in different parts of the world

What payment options do you offer?

We offer a variety of payment options for our customers’ convenience and these are as follows:

  1. Credit / Debit card.
  2. PayPal
  3. PayPal Pay Later/Credit
  4. AfterPay/ ClearPay 
  5. Klarna 
How can your team be contacted to make enquiries or to follow up on the status of orders?

Our team can be reached on a variety of platforms and these include the following:

  1. E-mail ([email protected])
  2. Facebook Messenger
  3. Phone calls, WhatsApp or text messages on the following numbers: +44 330 1330 675 (UK), +263 71 933 1978 (Harare Admin Team) and +263 785 072 555 (Bulawayo Admin Team).

You can also subscribe to our WhatsApp channel (Tengai Online) to receive announcements from our sales team.

How long will it take for goods to reach the beneficiary after I have placed my order?

Our delivery days are Monday, Wednesday and Friday every week and the orders that are delivered on these days are the ones that would have been received up to 12 midnight GMT on the previous day.  

So, for instance if you place an order on Sunday before 12 midnight GMT the beneficiary will receive it the next day which is Monday but if you place an order on Friday at Mid-day it is most likely that delivery will only be completed on Monday. 

Where there is a delay and delivery cannot be completed on the scheduled delivery day the beneficiary will receive a call from us to advise them of the delay and to let them know when they can expect to receive the goods.

Do you offer loyalty points or reward points etc.?

Yes, we do offer loyalty points to those who opt in to receive our promotional material so every time you shop with us you will accrue points that will eventually allow you to receive discounts on your shopping.

If an item that I have ordered is not available in stock in a particular delivery location on the day my order is due to be dispatched, do you provide a refund for this and if so how long does it take for a refund to be processed?

In the event that the exact item that has been ordered is not available in stock in a particular delivery location we make the best efforts to ensure that we substitute the item with a similar item from a different brand for instance but which has the same or higher value than the item originally ordered. Should such substitution not be possible or desirable from the client’s perspective, we process refunds within five working days from the date when the item was due to be delivered.

How are shipping rates calculated?

Our base shipping charge is currently £7.00 and this is applicable to deliveries in major cities such as Harare, Bulawayo, Gweru, Mutare, Masvingo and Chitungwiza. For orders that are to be delivered in areas that are further afield from these main centres delivery charges are calculated based on the distance from the closest major city.

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