Frequently Asked Questions (FAQ)

Ordering

1. How do I place an order? Browse our products on https://soketra.com/, add your items to the cart, and proceed to checkout. Fill in your delivery details, choose your payment method, and confirm your order.

2. Do I need to create an account to order? No, you can check out as a guest. However, creating an account lets you track orders, save addresses, and view your order history more easily.

3. Can I change or cancel my order after placing it? Yes, as long as the order has not yet been dispatched. Contact us at contact@soketra.com or via our WhatsApp/phone number with your order number as soon as possible.

4. How will I know my order has been confirmed? You'll receive a confirmation via SMS, WhatsApp, phone call, or email (depending on the contact details you provided) once your order is received and again when it's dispatched.

Payment

5. Do you offer Cash on Delivery (COD)? Yes. In fact, Cash on Delivery is currently our only payment method. Payment is made in cash directly to our delivery agent when your order arrives.

6. What other payment methods do you accept? We currently accept Cash on Delivery only. We do not accept mobile money, bank transfer, or card payments at this time.

7. Is it safe to pay cash to your delivery agent? Yes, but always verify the courier's identity and that the order details match before handing over payment. Report any suspicious activity to contact@soketra.com.

8. Do I need to pay in exact cash for COD orders? We recommend having the exact amount ready, as our delivery agents may not always be able to provide change.

Delivery

9. Which areas do you deliver to? We deliver across Tanzania, including Dar es Salaam and other major regions. Availability for your specific area, along with COD eligibility, will be shown at checkout.

10. How long does delivery take? Typically 1–3 business days within Dar es Salaam, 3–5 days for other major towns, and 5–7 days for remote areas. See our Shipping & Delivery Policy for full details.

11. How much does delivery cost? Delivery fees depend on your location and order size and will be shown clearly at checkout before you confirm your order.

12. Can I track my order? Yes, you'll receive delivery updates via SMS, WhatsApp, phone call, or email. You can also contact us with your order number for a status update.

13. What happens if I miss my delivery? Our courier will try to contact you to reschedule. After two failed delivery attempts, your order may be returned to our warehouse, and we'll reach out to arrange redelivery or cancellation.

Returns & Refunds

14. Can I return a product? Yes, within 7 days of delivery, if the item is damaged, defective, incorrect, or missing parts. See our Return, Refund & Cancellation Policy for full eligibility details.

15. How do I request a return or refund? Email us at contact@soketra.com with your order number, photos of the issue, and a brief description. We'll guide you through the next steps.

16. How long do refunds take? Approved refunds are typically processed within 7–14 business days, via mobile money or your original payment method.

17. Can I refuse a COD delivery if the item looks damaged? Yes. If possible, inspect your item before paying. If it's damaged, incorrect, or incomplete, you can refuse the delivery and payment.

Products

18. Are the product images and descriptions accurate? We do our best to ensure all product listings are accurate and up to date. If you receive an item that doesn't match its description, please contact us for a return or exchange.

19. What if an item is out of stock after I order it? If an item becomes unavailable after you place your order, we'll contact you to offer a substitute, adjust your order, or issue a full refund/cancellation.

20. Do you offer warranties on products? Warranty terms, if applicable, vary by product and will be noted on the individual product page.

Account & Privacy

21. How is my personal information used? We only use your information to process orders, arrange delivery, and improve our service. See our Privacy Policy for full details.

22. Who can I contact for help? Reach us anytime at contact@soketra.com, or via the phone/WhatsApp number listed on our Contact page.

Still Have Questions?

If you can't find the answer you're looking for, feel free to reach out:

Soketra Website: https://soketra.com/ Email: contact@soketra.com