How can we help you today?
How can I track my shipment?
To track your shipment, you can download our app or go to the tracking page. Enter your tracking ID (AWB/LRN) and click on 'TRACK'. You can also login using your mobile number to view all shipments being delivered to you by DropPoint and reach out to our customer support.
Why is my package delayed?
Your delivery may get delayed due to unforeseen circumstances. A new delivery timeframe will be shared with you when you track your shipment on our website. For additional questions, please raise a support ticket or contact us via IVR number +256 787419798.
My shipment status is still at 'Pick up.' What should I do?
‘Pick up pending’ means DropPoint hasn't received the physical shipment from the sender. Contact the sender for assistance.
What do I do if the tracking page doesn't show the expected date of arrival?
DropPoint can provide estimated arrival only after pickup. Meanwhile, contact the sender for details.
My shipment is out for delivery. When will I receive it?
Shipments marked 'out for delivery' can arrive between 10:00 am and 8:00 pm the same day.
How can I get delivery if I missed it today?
DropPoint usually attempts delivery on the next business day if a delivery is missed.
Why can I see no update to the status of my shipment?
Tracking updates are real-time. If the shipment has not moved, raise a support ticket.
How can I get the contact number of my delivery/pickup partner?
Contact details are available in the tracking details section of the app once the shipment is out for delivery/pickup.
How do I change my delivery address after an order was placed?
Contact the seller to change your address. For direct orders, use the app's order details section.
Why am I not getting tracking details on my phone?
Download the Mobile app and enable notifications for real-time updates.
What should I do if I am not available at delivery/pickup?
Reschedule delivery/pickup via the app. If the executive arrives, refuse handover.
How can I collect the shipment myself from DropPoint facility?
Request pickup via the app with valid Government ID. Not available if package is out for delivery.
What documents should I carry to self-collect my shipment?
Any Government ID proof (National ID, driving license, voter ID).
Can I open my package before accepting it?
No, DropPoint does not provide open delivery service. Contact sender for product issues.
What do I do if there is a delay in the pick up of my return shipment?
Raise a support ticket via the tracking page.
How do I cancel my delivery/pickup?
Cancel via app if the package is not out for delivery/pickup. Otherwise, refuse handover.
What do I do if I haven't received the refund of my returned shipment?
Contact the sender directly.
My shipment has been returned/cancelled. What should I do?
Contact the sender for clarification.
I did not get my shipment but it is marked delivered. What do I do?
Check with family/neighbors. If not received, raise a support ticket.
What do I do on receiving a wrong/damaged/incorrect shipment?
Contact the sender or marketplace. DropPoint ensures shipment reaches untampered but does not guarantee product quality.
My COD link was disabled. How do I pay?
Pay via cash, QR code, or mobile money.
What if my shipment is marked lost?
Sender is notified; contact sender for resolution.
Pickup was cancelled without my consent.
Raise a support ticket if re-attempt is not initiated.
How can I register a complaint against the courier executive?
Raise a support ticket. Your complaint will be resolved on priority.
How does DropPoint take care of fragile items?
Senders provide details beforehand. Fragile items are segregated and handled with care.
How can I courier my personal parcel?
Place a request and DropPoint will pick up from your doorstep. Refer to FAQs for details.
How do I partner with DropPoint?
Partner as transporter, fleet owner, or franchisee. Email: partnerships@droppointug.com
I want to work as a franchise partner.
Fill the form at partnerships@droppointug.com to reach our team.
Looking for a job at DropPoint?
Visit careers@droppointug.com or LinkedIn careers section. For delivery roles, visit our website/offices.
How do I start using DropPoint as a business?
Visit droppointug.com portal, fill your details, recharge wallet, and start shipping.
Benefits of signing up as business:
Reach 80% of Uganda’s population, no registration/subscription fees, no minimum orders.
Shipment timings & reimbursement:
Zone-wise estimates available; liability coverage applies for lost/damaged shipments.
Weight explanation:
Actual Weight = physical weight. Volumetric Weight = (length × width × height) ÷ divisor (4000–5000). Higher of two is charged.
Mode of payment:
Prepaid via wallet. Postpaid given to eligible accounts.
Check freight charges:
Use rate calculator on account portal; volumetric or dead weight charged, whichever is higher.
COD remittance:
Next day COD remittance for prepaid customers.
No extra pick-up charges. Includes pickup & delivery from/to doorstep.
DropPoint provides API integration for your website with credentials for testing. One-click integration available for Shopify & WooCommerce.
Packaging slip and tracking barcode available through DropPoint. Shipments without packaging slip are not accepted.
Invoices:
Monthly invoices sent via email. Support at help@droppointug.com
Account manager/POC:
Raise support request via portal after account setup.
Creating orders:
Visit support.droppointug.com for order creation guide.
Ship to 220+ countries via DropPoint portal (FedEx, Aramex, DHL partnership).