What are the payment methods available?
To bring you the best online shopping experience, we offer multiple payment methods:

Cash On Delivery
Credit/ Debit Card (Mastercard, Visa)
Mobile Money (Tigo Pesa, Mpesa and Airtel Money)

How do I know if my payment transaction is successful?
There are 3 simple steps in checking the success in Order Creation.

  1. If an account has been created you can go to the Order Tracking Page which can be found on the upper right hand corner of the website. The Order Tracking Page would show you orders made from the time the account was created to the most recent.
  2. Check your email and phone. An email and sms notification will be sent out once Order has been successfully made.
  3. If all else fails, you can call us at our hotline or send us a message via www.jaomall.com/contact to check if the order went through.

What is COD?
COD stands for Cash on Delivery. This is a payment method offered by JaoMall that gives you the opportunity to pay for the item/s you have ordered only when it gets delivered. A few areas in the Tanzania are not covered by COD transactions due to geographical restrictions. We highly recommend that the exact change is prepared for your convenience as our delivery agents may not have that much change on hand.
Simple. Secure. Hassle-free! Enjoy having a peace of mind when you purchase using COD at JaoMall.

How do I pay cash for items not available for COD?
Pay using Mobile Money (Tigo Pesa, Mpesa or Airtel Money) when you shop for items that are not available for COD.

Which credit cards are accepted for payment?
JaoMall accepts all major international and local credit and debit cards that are supported by VISA or Mastercard.
For foreign-issued cards, please tick on the “Bill to a different address” box in our check out page. It is where you can input the billing address for your credit card. Your card details will be protected using industry-leading encryption standards.

Can I use a credit card which is not under my name to place an order?
Yes, you can as long as you get the consent of the Credit Card holder. JaoMall validates these types of transactions by calling the Card Account Holder. To ensure the order is not cancelled, please tick on the “Bill to a different address” box in our check out page. You need to enter the Full name indicated in the Credit Card and the Billing address of the credit card. Please also provide the contact details of the Primary account holder and advise the Account holder to be available during validation.

Why am I not able to make a payment with my Pesapal account?
We encourage you to use a Tanzania Pesapal account when making a purchase through Pesapal on our website.

Why was my order charged wrong amount?
Your order might have included additional charges like shipping and/or bulky fees. For more information on these extra fee terms, please refer to www.JaoMall.com/shipping and at the product page of the item you bought.

Do you keep my credit card details?
Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.
If you are using a credit card which is not under your name, please ensure that you get the consent of the Credit Card holder as JaoMall validates these type of transactions by calling the primary Account Holder.

When can I request for a Sales Invoice?
All Sales invoice should be included on the package upon delivery. If for some reason our merchants have not included the Invoice, please contact us within 30 days upon receipt for us to send one out right away.
A scanned copy of the Sales Invoice will be sent to you 3 to 5 business days from the date of request and a physical copy will be mailed to you right after if you require one.
Due to the number of Invoices served by our Merchants on a daily basis and the assumption that you have received your product in good order with the correct Sales Invoice attached, we may not be able to accommodate any request for copies after 30 days from the receipt of your item.

How can I pay using Mobile Money?

For Tigo Pesa
Dial *150*01# to access your Tigo Pesa account.
Select 4 – Pay Bills.
Enter Business Number 220220
Enter PP for reference number
Enter Amount
Enter your PIN to confirm.
You will receive a confirmation SMS from TIGO Pesa with a Confirmation Code
After you receive the confirmation SMS, enter your phone number and the Confirmation Code below
Click on Complete

For M-pesa
Dial *150*00# on your phone
Select Pay Bill option
Enter Business no. 220220
Enter pp for Account no.
Enter the Amount
Enter your M-PESA PIN and Press 1 to confirm or 2 to decline
You will receive a confirmation SMS from M-PESA with a Confirmation Code
After you receive the confirmation SMS, enter your phone number and the Confirmation Code below
Click on Complete

When will I receive my order?
After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by email and SMS.
After successful verification (time frame: within 24 – 48 hours after ordered date), you can expect to receive your order within the following time frame:

• In Dar Es Salaam Areas: 1 – 2 calendar days (except Sundays and holidays)
• In Other Areas: 3 – 7 calendar days (except Sundays and holidays)

I ordered multiple items but I only received one, where are my other items?
Whenever we encounter multiple items in a single order, we ship each item as soon as they are made available.
Shipping time for all items under one order number will still follow the applicable delivery time frame on your area.

Can I prearrange the date of delivery?
Our courier service is unable to provide scheduling of deliveries; therefore we can not guarantee the delivery of your order for a specific time or date.
Yet you can rest assured we are working closely with our service partners to allow us to better serve you in the future.

Do you deliver during weekends and holidays?
Your orders may be delivered on a weekend or a holiday depending on our courier’s availability. You will be notified should your order be delivered outside of business days.

I need my order now; can JaoMall speed up the delivery?
Although we currently do not have an option for express delivery, we always ensure that your orders are delivered within the promised delivery timeframe.

I just received an email saying that my item has been shipped. When will I receive my order?
Once shipped, you should receive your order within the promised delivery timeframe of 1–2 business days for Dar Es Salaam areas and 3–7 business days for Other areas. Please note that deliveries for imported items may take longer.

I ordered multiple items, but why did I receive only one email and one tracking number?
We usually send one notification per order number even if this includes multiple items. You will however receive one notification for every item that is tagged as shipped or out for delivery.

How can I know the exact date and time of delivery?
Our courier service is unable to provide the exact date and time of delivery however we can assure you that your order will be delivered within our promised delivery time frame.

Can I receive a call before delivery?
You will receive a SMS notification once your order is out for delivery and our rider will communicate with you via call or SMS upon arrival at your address.

Why do I receive my order in separate deliveries?
JaoMall is a platform for various merchants which is why items may come from different places.

Can I cancel my order after order has been shipped?
Cancellation can only be accepted during the packaging of your item. You will not be able to access the online cancellation form after your order has been packed or after 6 hours after placing the order for Cross-Border items (Imported).

What if I am not at home when the package arrives?
You will need to sign a letter of authorization as a confirmation and indicate a second party at the point of purchase to identify the person.
You can also contact our customer service at www.jaomall.com./contact immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

Is there any domestic area JaoMall cannot deliver to?
JaoMall Tanzania can deliver to all serviceable areas. However, there are still some geographical restrictions. If our couriers are not able to deliver to your area, we will inform you through call right after you place your order.

Does JaoMall offer international shipments?
International shipment is not available at JaoMall at the moment.

Can JaoMall deliver the package to my office?
JaoMall will deliver your order following the address you provide during checkout, whether it is your house address or office address.
In case you want to change your delivery address afterward, please send us your inquiry at www.JaoMall.com/contact, we will help you to change the address and also send you a confirmation once done.

NOTE: Delivery addresses can only be changed if the orders have not been endorsed or packed by JaoMall or our Partner merchant. Once endorsed, we can no longer change the invoices since these are already printed and orders have already been handed over to our couriers.

Can I pick up my order at JaoMall office?
JaoMall doesn’t offer this option for now.

Can I purchase multiple items and have it delivered to different shipping addresses?
Yes, We currently offer delivering different items to different addresses for the same order.
Should you want to have your items delivered to different addresses, we would recommend placing different orders (items to be delivered to the same shipping address should be put together in 1 order).

How do I return an item?
You can request a return online by clicking on My Order in your account.

Can I change my refund option anytime?
No. You cannot change your selected refund option.

Once I initiate a return, what happens next?
If the package was delivered to you and you requested for a pick-up, our delivery agent will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item(s) in 3 business days.
If you initially picked-up your package from one of our stations or chose to drop-off at one, please take the items to the selected pick up station ONLY.

I have requested for returns pick-up from my home, how long will it take?
Once we receive your request, we will make two attempts to retrieve the item(s).

What happens if I miss both attempts to retrieve my return?
Your return request will be cancelled and you will no longer be able to return that item.

Can I return my item after the stated returns timeline?
You will not be able to return JaoMall items after 15 days and other eligible items after 7 days but if it is faulty, it may be covered under warranty.

I initiated a return and requested for pickup at my home, but no one came & it has been a while, what should I do?
We apologize for this. Please contact us using the form provided.

My return has been collected for a while, but still no news, what should I do?
We apologize for this. Please contact us using the form provided.

JaoMall tells me they have done a bank transfer but I have not received the money, what should I do?
It takes 2-5 business days for the money to reflect in your account. Please contact us if it you still haven’t received your refund after this time.

How do I track my return status?
We will keep you updated by email and SMS about the status of your return.
If you have any question please complete the customer contact form here.

Is my product under warranty?
Warranty information is displayed on each product’s listing page. Click here to get more information about our warranty policy.

Do I have to return all products in my order?
No, you do not have to return your entire order. You can return your choice of selected items.

Do I have to return the gift when I return a product?
Yes, any free gift must also be returned.

Do I have to pay for shipping charges when I return a product?
There are no charges for shipping a product back to JaoMall.

Can I Replace or Exchange an item rather than a refund?
At the moment, Jaomall does not offer replacement or exchange of an item; however you can still return an item and receive a full refund.

Why was my item redelivered to me instead of a refund?
Returned items will be redelivered to you if we cannot verify your reason for returning it. For example, a microwave returned for not powering-on will be tested extensively and if the claims are right, a refund will be processed, but if during the test, it powers-on, the item will be redelivered to you.

What Can I return?

Category I Changed My Mind Wrong Defective Damage / Broken Fake / Unauthentic Size
Beach & Swimwear
Books & Stationery
Bra
Drugs
Events & Tickets
Facial Skincare
Feet & Nail Care
Manicure & Pedicure
Feet & Nail Care
Others
Grocer’s Shop
Hair Care
Hair Extensions
Hygiene
Intimate
Lotions & Creams
Makeup
Manicure & Pedicure
Men Perfumes
Nightwear
Office &
Business Software
SIM Cards
Software
Spa
Nightwear
Weddings
Women Perfumes

How do I place an order?

I have ordered and confirmed payment with JaoMall. What should I do next?
Once your order has been verified, we’ll take care of everything for you. All you have to do is wait for your package to be delivered.

How can I order without an account on JaoMall website?
You can absolutely order on JaoMall without an account:
1. Choose the product you want and proceed to checkout
2. At Email Login step, enter your email address and choose “Continue without password”
3. Enter your delivery information and choose your payment method
4. Place your order
We encourage you to create an account to get updated with JaoMall’s latest and attractive promotions, plus to have your information and order history saved for your best online shopping experience.
NOTE: The next time you try to place an order using the same email address, you will be prompted that an account already exists under your email address. This is for the account that was automatically generated for you when you first placed an order as a guest. In this way, you have your information and order history saved for your best online shopping experience.
To access your account, click on the “Lost your password” link and an email will be sent to you containing your password. Log-in at www.JaoMall.com using this password and place your order.

Can I call JaoMall to place an order?
We can assist you to place your order over the phone if your preferred payment method is Cash On Delivery (COD).
If in any situation you cannot place an order online, please contact our Customer Service, we will be more than happy to assist you.

How to remove an item in your shopping cart?
To remove an item in your shopping cart, you can:
• Click on the Cart icon on top of JaoMall page to go to your shopping cart
• Click on the “X” icon
Your cart will be updated and that item will be removed.

Will I receive any order confirmation after placing an order?
An order confirmation with order summary will be sent to you through email and SMS right after you have placed your order.
We will also send email and SMS notifications to keep you updated frequently on your order status.

Can I place a corporate/bulk order?
We no longer cater corporate sales/ bulk orders.
Yet you may contact us at www.JaoMall.com/contact for assistance on placing an order of multiple items.

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