Questions (FAQ)
Here are some of the most common questions customers ask about shopping on ShopSquare. If you don’t find your answer here, feel free to contact us directly.
Orders & Shopping
How do I place an order on ShopSquare?
To place an order, browse products, click “Add to Cart”, then go to your cart and click “Checkout”. Fill in your details, choose delivery and payment, and confirm the order. You’ll receive a confirmation message once it’s placed.
Do I need an account to shop?
You can browse without an account, but we recommend creating one. With an account you can view your order history, track orders more easily and save your details for faster checkout.
Can I change or cancel my order after placing it?
If your order is not yet packed or shipped, we may still be able to change or cancel it. Contact us as soon as possible via WhatsApp or phone and share your order number. Once an order is shipped, changes are no longer possible.
Payments
What payment methods do you accept?
We currently accept selected Mobile Money and bank / direct transfer options (depending on what is available at the time). In some cases we may allow cash on delivery for specific areas. The available options will be shown during checkout.
Is it safe to pay online on ShopSquare?
Yes. We only use trusted payment channels and we do not share your payment details with any third party. We also verify orders and communicate clearly if anything looks suspicious.
Can I pay on delivery?
Where available, you will see “Pay on Delivery” as an option during checkout. If it does not appear, it means this option is not available for that location or product.
Shipping & Delivery
Which areas do you deliver to?
We are based in Arusha, but we can arrange delivery to other areas in Tanzania through our logistics partners. Delivery options and costs depend on your location and will be shared during checkout or by our support team.
How long does delivery take?
Delivery time depends on your location and the products you order. As a general guideline:
- Arusha city: usually same day or next day for items in stock
- Other regions: typically 2–5 working days
These are estimates; our team will confirm the expected delivery time after you place your order.
How much does delivery cost?
Delivery fees depend on distance, package size and courier. You’ll see an estimated delivery cost during checkout, or our team will share the exact fee before confirming your order.
Returns & Refunds
Can I return a product if I change my mind?
In most cases, we accept returns within a limited period if the item is unused, in original condition and packaging. Some products (for example hygiene items or special orders) may not be returnable. Please check our Returns & Refunds page for full details.
What if I receive a wrong or damaged item?
If your order arrives damaged, incomplete or not as described, contact us within the stated return period. Share your order number and clear photos of the issue. We’ll review and arrange a replacement, exchange or refund according to our policy.
How long does it take to get my refund?
Once your return is approved and the product is received back (where required), refunds are usually processed within a few working days, depending on the payment method.
Account & Security
How do I create an account?
Click on “Login / Register” at the top of the website, choose “Create Account”, and fill in your basic details. It only takes a minute and makes future orders much easier.
I forgot my password. What should I do?
Click on “Forgot Password?” on the login page, enter your registered email address, and follow the instructions sent to your inbox.
How does ShopSquare protect my data?
We only collect the information needed to process your orders and provide support. We do not sell your data. For full details, please read our Privacy Policy once it is published on the website.
Wholesale & Business Customers
Do you offer wholesale or bulk pricing?
Yes. If you are a shop owner, reseller or business customer, we can arrange special wholesale pricing on selected items.
How can I contact you for wholesale or corporate orders?
Use the “Support – Director • VIP & Wholesale Clients” option in the WhatsApp widget on the website. Share your requirements (products, quantities, location) and we’ll get back to you with details.
Contact & Support
How can I contact ShopSquare?
You can contact us through:
- WhatsApp (green button on the website)
- Phone and email (listed on our Contact Us page)
- Visiting our physical shop in Arusha
For general questions, we also recommend checking this FAQ page first.
