EACMarket
African Excellence
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Help Center
Frequently Asked Questions
Find answers to common questions about EAC Market
General Questions
EAC Market is East Africa's premier online marketplace connecting buyers and sellers across Kenya, Uganda, Tanzania, Rwanda, Burundi, DRC, Somalia, and Sudan. We facilitate trade in various categories including handcrafts, electronics, fashion, food products, and more.
We serve all East African Community countries including Kenya, Uganda, Tanzania, Rwanda, Burundi, DRC, Somalia, and Sudan. Our platform enables seamless cross-border trade within the region.
Yes! We implement secure payment gateways, seller verification systems, and buyer protection policies. All transactions are encrypted, and we have a dedicated support team to resolve any issues that may arise.
Buying on EAC Market
Browse products, add items to your cart, proceed to checkout, enter your shipping information, select your payment method, and confirm your order. You'll receive an order confirmation email with tracking details.
Absolutely! EAC Market specializes in cross-border trade. You can purchase from any seller within the East African region. Shipping costs and delivery times will vary based on the seller's location and your delivery address.
Contact the seller immediately through your order page. If the issue isn't resolved, open a dispute through our platform. We offer buyer protection and will help facilitate a refund or replacement according to our policies.
You can cancel or modify your order before the seller ships it. Once shipped, you'll need to follow our return process. Contact the seller directly or reach out to our support team for assistance.
Selling on EAC Market
Register for an account, complete your profile, submit required verification documents (business registration, ID, etc.), set up your payment details, and start listing your products. Our team will review your application within 2-3 business days.
EAC Market charges a small commission on successful sales. There are no listing fees or monthly subscriptions. Our commission structure is transparent and designed to support both small artisans and large businesses.
Payments are processed after the buyer confirms receipt or 14 days after delivery, whichever comes first. Funds are transferred to your registered mobile money account or bank account based on your preference. Payouts are typically processed within 3-5 business days.
You can sell handcrafts, electronics, fashion items, food products, home goods, and more. Prohibited items include weapons, illegal substances, counterfeit goods, and items that violate local laws. Check our seller guidelines for the complete list.
Shipping & Delivery
Delivery times vary by location and seller. Within the same country: 2-5 business days. Cross-border deliveries: 5-14 business days. Express shipping options are available for faster delivery. Track your order in real-time through your account dashboard.
Shipping costs are calculated based on package weight, dimensions, origin, and destination. You'll see the exact shipping cost before completing your purchase. Some sellers offer free shipping on orders above a certain amount.
Yes! Once your order is shipped, you'll receive a tracking number via email and SMS. Log into your account to view real-time tracking updates and estimated delivery dates.
For cross-border orders, you may be responsible for customs duties and taxes according to your country's regulations. These fees are not included in the product price and are collected by the courier upon delivery. We provide all necessary documentation for customs clearance.
Payments
We accept M-Pesa, Airtel Money, MTN Mobile Money, Vodacom, credit/debit cards (Visa, Mastercard), and PayPal. All transactions are secured with industry-standard encryption.
Absolutely! We use SSL encryption and comply with international payment security standards (PCI DSS). Your payment information is never stored on our servers; it's processed directly by certified payment providers.
Yes! We support multiple East African currencies including KES, UGX, TZS, RWF, and more. Prices are automatically converted to your local currency at checkout using current exchange rates.
Refunds are processed to your original payment method within 5-10 business days after the return is approved. For mobile money payments, refunds go to the same mobile number. You'll receive a confirmation email once the refund is processed.
Account Management
While you can browse products without an account, you'll need to create one to place orders, track shipments, save favorites, and access buyer protection features. Registration is free and takes just a few minutes.
Click "Forgot Password" on the login page, enter your registered email or phone number, and follow the instructions sent to you. The reset link is valid for 24 hours.
Yes! You can save multiple delivery addresses in your account and select the appropriate one during checkout. This is useful for sending gifts or managing deliveries to different locations.
Go to Account Settings, select "Privacy & Security," and click "Delete Account." Note that this action is permanent and will remove all your data, order history, and saved information. Contact support if you need assistance.