ClarastockHow your order gets to you
Hub towns get direct delivery
If you're in Kampala, Mbarara, Gulu, Mbale, or Tororo–Busia, an agent delivers your order directly: no forwarding, no extra hops.
Everywhere else, we forward it by taxi or bus
Districts outside the five hubs are served by forwarding: your order is picked up by the nearest hub's agent, then sent onward by taxi or bus along a real route: the same way people already send parcels and goods across Uganda. The agent records a transport reference (the route, and driver contact where available) so your order can be traced if anything goes wrong.
Confirming your order
Once your order is out for delivery, you'll see a "Confirm received" option in the app. Tap it as soon as your order arrives: this is what closes out the order and, for hub agents, releases their commission.
If your order hasn't arrived and you don't confirm within 24 hours of dispatch, it's automatically flagged for investigation. You can also flag it as "Not received" yourself at any point before that, if something feels wrong.
What happens when an order is flagged
A flagged order goes to our team for investigation, using the agent and transport details recorded for that order. We reach out to the agent (and the transport contact, for forwarded orders) to trace what happened.
- Order located and delivered: you confirm as normal, the flag clears.
- Order confirmed lost: the full order amount is refunded directly to your wallet.
Refunds go to your wallet
Refunds aren't sent back to your mobile money account: they're credited to your Clarastock wallet, ready to use on your next order or to withdraw through an agent. This keeps the whole record: what you paid, what you were refunded: in one traceable place.
Delivery fees
Orders forwarded beyond a hub town may carry an additional delivery fee to cover the taxi/bus leg: this is shown at checkout before you pay, so there are no surprises.