Shipping policy
How do I know if my order was shipped?
You will receive two emails. One when you place the order and one when your order ships. When your order is ready to be shipped, you will receive a shipment confirmation e-mail. The e-mail will contain shipment details, your tracking number, and a link to the delivery service's site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. If the tracking does not update, contact us at contact@eastafricansecrets.com. Please allow 3-7 business days after the order is placed to receive a tracking number. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout. If the address is incorrect, then you will not receive a confirmation email or updates with your tracking information. Please be sure your mailing address is complete and correct (including apt and house numbers) as we may not be able to change your address once the order is completed. To ensure that your package is properly delivered, and you receive the shipment, please make sure your address is entered correctly. Use correct abbreviations and have spaces inserted properly, we do not take responsibility for the incorrect information. If the package says "returned non-deliverable”, we will issue a refund or gift card for the net price of your item(s) minus the shipping charge. BEFORE WE CAN DISPATCH YOUR PURCHASES, WE MAY NEED TO CONFIRM YOUR DETAILS WITH YOUR CARD ISSUER. WE WILL DO OUR BEST TO KEEP DELAYS TO A MINIMUM. Thank you
IF AN ORDER IS MARKED AS DELIVERED?
We are unable to replace or refund items that have been MARKED as delivered. If an item has been Marked as delivered it is the customers responsibility to track the package with the shipping carrier that marked it as delivered.
IF AN ORDER LOST IN TRANSIT OR RETURNED TO US ?
If an item is lost in transit or is returned to us we accept full responsibility to Replace and reship the items for free. However if the item is marked as delivered we will not replace or refund the item under no circumstance. Thank you
HOW LONG WILL IT TAKE TO RECEIVE MY PACKAGE?
International shipments typically take 14 business days to deliver once the order has been fulfilled. We do our very best to estimate shipping accurately so that you know down to the day when your order is planned to arrive. Occasionally, there may be delays in the shipment due to customs delays or weather events. When these circumstances occur, we’ll be sure to update your shipping status. If your package stops moving at any point, don't panic! It's still on its way to you and is likely just clearing customs. East African Secrets is not responsible or liable for any errors during transit, including damage and loss of package, and for any “reasonable” delay beyond our advertised delivery time-frames.
DO I PAY DUTIES AND TAXES?
Please note that duties and taxes assessed by customs vary by country and product. Duties and taxes may be collected by your country's customs agency and may be due when your order arrives in your country and before your order is delivered. Please note, each country and customs agency collects duties and taxes differently. If you need assistance paying duties and taxes to your country's customs agency, please contact the shipping company that your order was shipped.