Find answers to common questions or send a message to TuDu Uganda Limited support.
Browse the topics below or use the contact form to reach our support team. We respond Monday to Saturday, 8 AM to 8 PM East Africa Time. For legal or privacy matters, use the contact form and select the appropriate enquiry type.
Step by step articles for ordering, payments, delivery, returns, and account topics.
How to Order
Step by step guide from browsing to delivery confirmation.
Payments
Accepted methods, escrow protection, and payment FAQs.
Delivery
Zones, estimated times, tracking, and courier policies.
Returns and Refunds
Eligibility, return process, and refund timelines.
Mobile Money Payments
Pay with MTN MoMo or Airtel Money at checkout.
Track Your Order
Follow your order from payment to delivery.
Guest Checkout
Place an order without creating an account.
TuDu Wallet
Top up, pay, and receive refunds in your wallet.
Disputes and Claims
Raise a dispute and understand the review process.
Account Security
Protect your account, password, and personal data.
Cancel an Order
When you can cancel and how to request changes.
Confirm Receipt
Release escrow payment after you receive your order.
Escrow Protection
How TuDu Secure Pay protects your payment.
Cash on Delivery
When COD is available and what to expect.
Payment Declined
Common reasons and what to try next.
Multi Seller Orders
Checkout with items from more than one seller.
Promo Codes
Apply discounts and understand eligibility rules.
Reviews and Ratings
Leave feedback after you confirm receipt.
Order Notifications
SMS, email, and in app order updates.
Saved Addresses
Manage delivery addresses in your account.
Create an Account
Register, verify email, and set up your profile.
Training for sellers on registration, verification, listings, fulfilment, payouts, fees, and support. View all academy articles
Register as a Seller
Start selling on TuDu in a few steps.
Verification Tiers
Phone, ID, and Trusted Seller requirements.
List Products
Create listings with images, price, and stock.
Fulfill Orders
Confirm, pack, and dispatch buyer orders.
Payouts and Escrow
When funds release and how payouts work.
Fees and Commission
Plans, category rates, and the public fee schedule.
Seller Disputes
Respond to buyer claims and provide evidence.
Seller Support
Contact the seller team and self service resources.
Shipping and Delivery
Handling times, couriers, and tracking.
Handle Returns
Review return requests and process refunds.
Product Images
Photo standards that build buyer trust.
Inventory Management
Keep stock accurate and avoid cancellations.
Seller Dashboard
Overview of orders, earnings, and shop settings.
Seller Ratings
How ratings affect visibility and Trusted Seller status.
Holiday Mode
Pause new orders when you are away.
Prohibited Items
Categories and products you may not sell.
Customer Messages
Respond to buyers within platform rules.
TuDu is an online marketplace operated by TuDu Uganda Limited. Buyers can browse products from independent sellers, pay securely through TuDu Secure Pay escrow, and track delivery. Sellers can register to list and sell products nationwide.
No for a single purchase. Guest checkout lets you order with email and phone only. A free account is recommended for order history, saved addresses, TuDu Wallet, promo codes, and returns. Sign in is email and password; your phone number is used for order notifications.
See our How to Order guide for a full walkthrough from browsing to delivery confirmation.
After placing an order, go to Account, then My Orders. Click any order to see its tracking timeline from confirmation through delivery. You will also receive SMS and email updates at key stages.
You can cancel an order within 30 minutes of placing it if the seller has not yet confirmed it. To change items, cancel and place a new order. For confirmed orders, submit a support request for assistance.
If your order shows as delivered but you did not receive it, or if delivery is significantly overdue, submit a support request within 48 hours. Raise a dispute from your order page if funds remain in escrow.
Yes. Your cart supports items from multiple sellers. Each seller ships separately, but you pay once at checkout. Delivery times and fees may vary by seller and destination.
We accept MTN Mobile Money, Airtel Money, Visa and Mastercard debit and credit cards, TuDu Wallet, and bank transfer for selected large orders. Cash on delivery is available in selected Kampala locations for eligible sellers.
Yes. TuDu uses TLS encryption and PCI compliant payment processors. We never store your full card number or mobile money PIN. Online payments are protected by TuDu Secure Pay escrow until you confirm receipt.
Payments may be declined due to insufficient balance, incorrect PIN, network timeout, or bank restrictions on online transactions. Try a different payment method or contact your mobile money provider or bank.
The TuDu Wallet is a digital balance linked to your account. Top up from MTN Mobile Money or Airtel Money and use it for instant checkout. Approved refunds may also be credited to your wallet.
Same day delivery is available in Kampala Central for orders placed before 1 PM on eligible listings. Next day delivery covers Entebbe, Jinja, Wakiso, and Mukono. National delivery typically takes 2 to 5 business days depending on location.
Delivery is free on orders above UGX 200,000 where stated at checkout. Below that threshold, standard delivery starts from UGX 5,000 within Kampala and varies by zone for upcountry destinations. Exact fees are shown before you pay.
Yes. During checkout you can select a preferred delivery window for Kampala deliveries where the seller offers scheduled delivery. Upcountry deliveries follow standard courier timelines.
Most items may be returned within 14 days of delivery if unused, in original packaging, and in the same condition received. Some categories such as groceries, personal care, and digital items are non returnable. See our Returns guide for details.
Go to Account, then My Orders, find the order, and select Return Item. Choose the reason and upload supporting photographs. Our team or the seller will review your request.
Refunds are processed within 3 to 5 business days after the returned item is received and inspected. Mobile money and wallet refunds are typically faster. Card refunds may take up to 7 business days depending on your bank.
Click Forgot Password on the login page and follow the instructions sent to your registered email address. If you need further help, use the contact form on the Help Center.
Go to Account, then Profile to update your name, email, phone number, and saved addresses. Some changes may require verification for security purposes.
TuDu processes personal data in accordance with the Uganda Data Protection and Privacy Act 2019. See our Privacy Policy for details on collection, use, and your rights.
Visit the Sell on TuDu page to begin registration. You will need a valid national ID, tax identification where applicable, and a bank account or mobile money number for payouts. Approval typically takes 24 to 48 hours.
TuDu charges a commission of 5 to 12 percent per completed sale depending on product category. There are no listing fees or monthly subscription fees. You pay only when you sell.
Seller payouts are released after the buyer confirms receipt or the escrow auto release window closes. Funds reach your registered account within one business day after release. View balances in the Seller Dashboard.
Ask about orders, delivery, payments, returns, or Secure Pay escrow. Sign in for order specific answers.
Send us a message and our team will respond as soon as possible during support hours.