Frequently Asked Questions
SHIPPING
What Shipping Methods Are Available?
XPAT offers the following delivery options:
🚚 Standard Delivery (24–72 hours, depending on your city)
⚡ Same-Day Delivery (Available in selected locations)
Delivery availability may vary based on your location and order value.
Do You Ship Internationally?
At this time, XPAT delivers only within selected cities across Africa where our service network is active. International shipping outside our supported countries is not available.
We may expand our delivery regions in the future. For updates on new delivery areas, you can:
🔹 Check the XPAT app or website
🔹 Contact our support team
How Long Will It Take To Get My Package?
Delivery time depends on your location and product availability.
🚚 Standard Delivery: 24–72 hours (depending on your city)
⚡ Same-Day Delivery: Available in selected locations (if applicable)
You will receive order confirmation and tracking updates once your order is processed.
PAYMENT
What Payment Methods Does XPAT Accept?
XPAT accepts Mobile Money (MoMo) and Cash on Delivery.
How Are Refunds Processed?
Mobile Money payments are refunded to the same account. Cash on Delivery orders may be refunded via Mobile Money or store credit.Refunds are processed within 5–10 business days.
Does XPAT Store My Payment PIN?
No. XPAT does not store Mobile Money PINs or sensitive financial credentials. Payments are processed through authorized Mobile Money providers.
DELETE ACCOUNT
How Do I Delete My XPAT Account?
You can delete your account by:
Using the “Delete Account” option in the app, or Contacting support via email.
Your account will be permanently removed within 7 business days, subject to legal retention requirements.
Order & Retunrs
How Can I Cancel Or Change My Order?
Orders can be cancelled before dispatch. Once dispatched, cancellation is not allowed.
What Should I Do If I Receive A Damaged Or Wrong Product?
Please contact support within 24 hours of delivery and provide photo proof. Eligible items will be refunded according to our Refund Policy.
How do I place an Order?
Sign up or log in to your XPAT account.
Browse products and add items to your cart.
Choose Mobile Money (MoMo) or Cash on Delivery.
Enter your delivery address and confirm your order.
You will receive an order confirmation once your purchase is successful.
Do I need an account to place an order?
Yes, you must create an XPAT account to place an order.
Having an account allows you to:
Track your orders,
Save delivery addresses,
Receive order updates,
Manage payments securely.
How Do I Track My Order?
You can track your order directly through the XPAT app:
Log in to your account.
Go to “My Orders.”
Select the order you want to track.
You will see the real-time status of your delivery.
You will also receive updates via SMS, email, or push notifications.
How Can I Return a Product?
Due to the nature of grocery products, returns are accepted only if:
The product is damaged
The wrong item was delivered
The product is expired
📸 Please share photo or video proof within 24 hours of delivery.
DELIVERY
How long does delivery take?
Standard delivery time is typically 24–72 hours depending on your city and product availability.