Question 1

How long does shipping from Dubai to Uganda take?

Accepted Answer

We deliver in 3 business days via express air delivery. Once your order is confirmed and payment received, we dispatch from Dubai within 24 hours. Your package then arrives in Uganda within 2–3 business days.

Question 2

Do you deliver outside Kampala?

Accepted Answer

Yes! We deliver across all districts in Uganda. Delivery fees vary by zone: Kampala City (UGX 5,000), Greater Kampala — Wakiso, Mukono, Entebbe (UGX 10,000), and Upcountry Uganda — all other districts (UGX 20,000).

Question 3

How does the 3-day delivery work?

Accepted Answer

Day 1: Your order is packed and dispatched from our Dubai warehouse. Day 2: Your package is in transit via express air delivery. Day 3: Your package clears Entebbe import processing and is dispatched for last-mile delivery to your address.

Question 4

Can I choose my delivery address?

Accepted Answer

Yes, you enter your full delivery address at checkout. We deliver to homes, offices, and pickup points across Uganda. Make sure your address is detailed enough for our delivery team.

Question 5

What happens if no one is available to receive my package?

Accepted Answer

Our delivery team will call you before delivery. If you are unavailable, we reschedule to a time that works for you. For upcountry orders, packages may be held at a nearby collection point.

Question 6

Do you ship internationally (outside Uganda)?

Accepted Answer

Currently, we only deliver within Uganda. We source products from Dubai and deliver directly to your door anywhere in Uganda.

Question 7

How do I pay for my order?

Accepted Answer

We accept MTN Mobile Money (dial *165# and send to +256207653616), Airtel Money (dial *185# and send to +256207653616), and Bank Transfer to Stanbic Bank Uganda. All payments are confirmed manually by our team.

Question 8

When do I pay — before or after delivery?

Accepted Answer

Payment is required before we dispatch your order from Dubai. Once we confirm your payment via Mobile Money or bank transfer, we pack and ship your order immediately.

Question 9

What is the payment reference I should use?

Accepted Answer

Use your unique tracking number (e.g., ECG-2025-123456) as the reference when making your Mobile Money or bank transfer payment. This allows us to match your payment to your order instantly.

Question 10

Is my payment secure?

Accepted Answer

Yes. We use MTN Mobile Money and Airtel Money — Uganda's most trusted mobile payment systems. Your transaction is protected by your personal PIN. We never store your Mobile Money PIN.

Question 11

What if I send the wrong amount?

Accepted Answer

If you send an amount different from your order total, contact us immediately on WhatsApp (+256 708 425 064) with your tracking number. We will either adjust your order or process a refund for the difference.

Question 12

Do you offer installment payments?

Accepted Answer

Currently, full payment is required upfront before dispatch. We are working on a buy-now-pay-later option for the future. Follow our social media pages for updates.

Question 13

How do I track my order?

Accepted Answer

Visit our tracking page at expresscargoug.com/tracking and enter your tracking number (e.g., ECG-2025-123456). You'll see real-time status updates from dispatch in Dubai to delivery in Uganda.

Question 14

Where do I find my tracking number?

Accepted Answer

Your tracking number is shown on the order placed page immediately after you place your order. We also send it to you via WhatsApp when your order is confirmed.

Question 15

Can I modify or cancel my order?

Accepted Answer

You can cancel or modify your order within 2 hours of placing it, as long as it has not been dispatched from Dubai. Contact us immediately on WhatsApp. Once an order is shipped, it cannot be cancelled.

Question 16

My tracking number is not working. What should I do?

Accepted Answer

Tracking information is usually available within 12–24 hours of payment confirmation. If your tracking number still does not work after 24 hours, contact us on WhatsApp with your order details.

Question 17

Can I order multiple items at once?

Accepted Answer

Absolutely! Add as many items as you want to your cart and check out together. All items in one order are shipped together and arrive at the same time.

Question 18

Are the products genuine and authentic?

Accepted Answer

Yes, all products are 100% genuine and sourced directly from authorized Dubai markets. We stock only authentic brands — no counterfeit or imitation products. Each item is inspected before shipping.

Question 19

What categories of products do you sell?

Accepted Answer

We sell Phones (iPhones, Samsung, etc.), Laptops, Shoes (Nike, Adidas, Jordan, etc.), Clothes, Electronics, Cosmetics, and Accessories. Our catalog has 700+ products and we add new items weekly.

Question 20

Can I request a specific product not on the website?

Accepted Answer

Yes! If you're looking for something specific that's not listed, send us a message on WhatsApp (+256 708 425 064) and we will source it for you from Dubai. Custom sourcing takes 3–5 business days extra.

Question 21

How do I know the product will fit me (shoes/clothes)?

Accepted Answer

All our shoe and clothing listings include detailed size guides with measurements in both EU/US sizes and centimeters. If you are unsure, WhatsApp us with your measurements and we'll recommend the right size.

Question 22

Do products come with a warranty?

Accepted Answer

Electronics and phones come with the manufacturer's international warranty. The warranty period varies by brand and product (typically 1 year for electronics). Shoes, clothes, and cosmetics do not come with a warranty but are covered by our damage-in-transit policy.

Question 23

What if my item arrives damaged?

Accepted Answer

We take full responsibility for items damaged during transit. Contact us on WhatsApp (+256 708 425 064) within 24 hours of delivery with clear photos of the damaged item and packaging. We will replace the item or issue a full refund.

Question 24

What if I received the wrong item?

Accepted Answer

If you receive a different item from what you ordered, contact us immediately with your tracking number and photos. We will arrange a pickup of the wrong item and dispatch the correct one at no extra cost.

Question 25

Can I return a product if I change my mind?

Accepted Answer

We accept returns for unused, unopened items within 48 hours of delivery. The item must be in its original packaging and condition. Return shipping costs are borne by the customer. Contact us on WhatsApp to initiate a return.

Question 26

How long does a refund take?

Accepted Answer

Approved refunds are processed within 3–5 business days. Refunds are sent via Mobile Money to the same number used for payment. Bank transfer refunds may take 5–7 business days.

Question 27

Are there items that cannot be returned?

Accepted Answer

Cosmetics and personal care products cannot be returned once opened for hygiene reasons. Customized or specially sourced items are also non-refundable unless damaged in transit.

Question 28

Do I need an account to shop?

Accepted Answer

No account is required to place an order! You can shop as a guest using just your phone number and address. However, creating an account lets you track all your orders in one place and get exclusive offers.

Question 29

How do I create an account?

Accepted Answer

Click "Account" in the top navigation. Enter your phone number and verify with the OTP sent to you. Your account is created instantly — no password needed.

Question 30

How do I contact customer support?

Accepted Answer

The fastest way is WhatsApp at +256 708 425 064 (Mon–Sat, 8am–8pm EAT). You can also email us at info@expresscargoug.com or DM us on Instagram @expresscargoug. We typically respond within a few hours.

Question 31

Is my personal data safe?

Accepted Answer

Yes. We only collect the information needed to process and deliver your order (name, phone, delivery address). We never sell or share your data with third parties. See our Privacy Policy for full details.

Frequently Asked
Questions

Shipping & Delivery

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Frequently AskedQuestions

Shipping & Delivery

Still have questions?

Frequently Asked
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