FAQs

Answers to most frequently asked questions

Where are you based? Where do you ship from?

We are based in Atlanta, Georgia, USA. Your order ships from our fulfillment center in Duluth, Georgia (metro Atlanta area), with the exception of kente cloth orders. 

Kente cloth orders ship directly from our manufacturing facility in Kumasi, Ghana to the customer. 

What is the shipping time frame?

Shipping time frames vary from product to product. An estimated delivery date is provided on the product page, cart page, checkout page, and on your order confirmation email. 

There may be increased shipping time frames during the holidays or peak seasons.

The estimated delivery date will let know you know when you can expect to receive your package.

 

What happens after I place my order?

Once payment is complete, we will begin processing your order. Once your order ships, you will automatically receive shipment tracking information to the email address on your order. Please be sure to check your spam folder as these emails may wind up in junk and spam folders.

How do I change my shipping address after my order has been placed?

Once an order has been placed, your shipping address cannot be changed. You will need to cancel the order and place a new order. You may cancel your order if it is still being processed and hasn’t been shipped out. This is why it is extremely important to verify your shipping address before placing an order.

My order was marked 'DELIVERED' but I didn't receive it!

Once a package has been marked delivered by the shipping carrier, even if it is left in front of your home or doorstep–we consider it delivered.

This means that if you live in an area where theft is prevalent, we strongly recommend you add signature delivery to your order. With signature delivery, someone over the age of 18 must sign for the package in order for it to be released.

If you do not receive your package, please check your tracking information and contact the postal carrier directly.

How do I cancel, exchange or get a refund for an order?

You may cancel your order within 24 hours of placing the order– if the order is still processing and has not been shipped out. 

You may request a refund or exchange of an order within 14 days of delivery.

To get a exchange or refund for a product, please email us or live chat with us. Be sure to include your order number and reason for the refund or exchange.

For health and sanitation reasons, please note that certain items may not be eligible for a refund or exchange. 

I need to purchase in bulk!

Not to worry, we will be introducing wholesale buying options to small businesses in early 2020. Sign up for our mailing list to get updates!

Do you ship international (outside the U.S.)?

At this time, we only offer international shipping on kente cloth, certain beauty and cosmetics products, and Goldentree chocolate orders.

We do ship some items to U.S. military bases oversees.

We do not ship any grocery items internationally. Even if it is added to your cart, it will not be factored into the shipping costs and will not be shipped with your order.

For questions about international shipments contact us!

My coupon code did not work!
  • Ensure that you are using a valid coupon code that hasn’t expired. 
  • Make sure that the items in your cart meet the requirements for the coupon to be honored.
  • Use only one coupon code per order. We only honor one promotional offer per order. 

If you need to update your coupon code, be sure to remove the coupon code that is already in your cart, then add the new coupon code that you would like to use. 

If you are still having issues adding a coupon code, contact us!

e-mail customer service