Shipping and Return Policy

Shipping Policy

Mtoko provides on arrival delivery to people travelling to Tanzania at the designated camp/lodge/hotel listed during the time of your booking. Your purchase is shipped from our headquarters in Dar es Salaam to our partner camps, lodges and hotels throughout Tanzania. Since many camps and lodges are in remote bush locations, inaccessible to normal shipping carriers, we ship your purchase through Coastal Aviation—the largest flying safari company in Tanzania with extensive bush flying routes in the country.

 

Do to the logistics of shipping your purchase to your hotel/camp/lodge, we require 6 week booking prior to arrival to ensure all the specifications of your order are met. 

 

No additional shipping fee is charged and Mtoko handles the shipping coordination so you find your  “Travel to Connect” package upon arrival. The following information will be required to ensure safe delivery.

 

  • Name and location of hotel/camp or lodge
  • Arrival date and time

 

You can email this information to Lauren at lauren@mtokodesigns.com

 

Return Policy

 

We want you to love your Mtoko piece as much as we do, so we want to refund you fully if you don’t. 

 

Returns

 

Since Mtoko delivers to camps and hotels in often remote bush or beach locations within Tanzania, we have established return connections with each hotel and camp we partner with. Since our return policy is in conjunction with these camps/hotels, returns are valid until  the time of departure from the camp/hotel.

 

Because we operate on a series of delivery services for remote safari experiences within Tanzania, we are unable to accept returns internationally, so please do make sure you have left the Mtoko product and packaging  with the camp manager so you can be refunded.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

To complete your return, we require a receipt or proof of purchase, so please leave your receipt provided in the Mtoko delivery bag.

 

Refunds

Once your return is received and inspected by our team in Dar es Salaam, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

 

If you haven’t received a refund yet, please do check your bank account again.

If there still is no refund posted, contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

 

If you’ve done all of this and you still have not received your refund yet, please do not hesitate to contact us at info@mtokodesigns.com and we will be more than happy to assist you.

 

Shipping

Since your product was delivered to your directly to your camp/hotel in Tanzania, we will take responsibility for shipping it back to our headquarters in Dar es Salaam. Please deliver the product to the Manager at your particular hotel/camp, including your email address, and we will do the rest.

 

You will be responsible for paying at flat fee of $8 shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

Thank you for traveling with us!

 

let's travel shall we...

SAFARI IN THE SOCIAL LANDSCAPE