Skip to content

Legal

Funamu Shipping and Delivery Policy

Last updated: 2 November 2026

This policy explains how products bought on Funamu reach you. It forms part of the Funamu Terms of Service for Customers at funamu.com/terms.

1. Who ships your order

Funamu is a marketplace run by DOBOKAKA UG LTD, Uganda. Products are sold by independent merchants. Funamu arranges the shipping of every order through its network of independent Delivery Partners and PUDO Partners (pick-up and drop-off points), and records each step.

2. Where we deliver

  • Funamu delivers within Uganda, in the cities where Funamu operates.
  • You can buy from a merchant in your own city or, where the route is supported, from a merchant in another Funamu city.
  • Before you pay, the product page and checkout tell you whether the order can reach your delivery location. A location that cannot be served is refused before you pay.
  • Some products cannot be shipped on some routes or services, for example because of their size, weight or type. Checkout tells you before you pay.

3. How you receive your order

Where the app offers it, you choose one of:

  • Delivery to you at the location you choose at checkout.
  • Collection at a PUDO you choose.
  • Collection from the merchant, where the merchant offers it.

Funamu has one delivery service, Standard delivery. There is no Express or Same-Day option.

4. Shipping fees

  • The delivery fee is not included in the product price. It is added at checkout and shown as one total before you pay.
  • The fee depends on the distance between the merchant and you (with several merchants, the farthest one), the weight and size of the items, the vehicle needed and, within a city, whether the delivery is at night. It is never a percentage of the item price.
  • A merchant can offer free delivery above an order value it sets. Checkout then shows that merchant's delivery as free.
  • Nothing is charged until you pay.

5. Delivery times

  • Checkout shows an estimated delivery time before you pay.
  • Within one city, the estimate comes from the merchant's preparation time and the distance.
  • An order from another Funamu city usually takes 24 to 48 hours.
  • Delivery times are estimates, not guarantees. If a parcel is delayed, the order shows "Delayed" with the reason in general words and the new estimate, and keeps the first estimate on record.

6. Tracking

Open Orders in the app to follow your order. Every step is recorded: packed, picked up, at a PUDO, in transit, out for delivery, delivered. You are notified by email and app notification at the important steps.

7. Handover by PIN

  • Every time a parcel changes hands, the receiver reads a PIN from their app and the person handing over enters it.
  • Your delivery PIN is in your app. Give it only when you have your order in front of you. Once your PIN is entered, the order counts as delivered to you.
  • Funamu staff will never ask you for your PIN.

8. Collecting at a PUDO

  • You can collect free for 7 days from the day you are told the parcel has arrived. The order shows the free collect-by date and the days left, and you get a reminder every day.
  • For the next 7 days you can still collect after paying a storage fee for each extra day with mobile money. The order shows the fee.
  • If the parcel is still not collected after those 7 extra days, it goes back to the merchant. You get the item price back less the delivery fee, the PUDO collection fee, the storage fee for the 7 extra days and the refund transaction cost.

9. Failed delivery

If a delivery cannot be completed (for example nobody can receive it, or the location cannot be reached), it is recorded as failed and the order shows what happens next, such as "Redelivery scheduled" or "Returned to the merchant". If the order is then cancelled, the delivery fee for the attempt that was made is not refunded.

10. Damaged, wrong or missing items

Check your order when you receive it. If an item is damaged, wrong, different from the listing or missing parts, open the order and request a return or ask for help. Our Refund and Returns Policy at funamu.com/refunds explains what happens next.

11. Contact

DOBOKAKA UG LTD, Kisenyi, Kakiri Town Council, Wakiso District, Uganda. P.O. Box 118605, Wakiso. Email: info@funamu.com. Telephone: 0794 517 813. In the app: open the order and choose Help.