Frequently Asked Questions

Getting Started
Shipping & Tracking
Payment Options
Services
Customs Duties
Dashboard Navigation
Shoppers & Prohibited Items
Frauds, Refunds & Insurance
Membership Program

You can make your payments securely on our platform using payment methods from major credit cards like Visa, MasterCard, Discover, JCB, etc.

Our platform is also integrated to accept payments via Mobile Money and MPESA. These can be initiated and completed on our website, Android or iOS app.

If you would rather do a bank transfer or direct deposit, please call our offices for bank details.

Aquantuo does not accept cash for any form of transaction.

To avoid fraud, if someone calls, emails or texts you to inform you to send money by cash, Mobile Money or MPESA outside of our platform to us, please hang up and contact us at the numbers shown on our contact us page before making a payment.

Yes. Either the sender or receiver can pay for the shipping or even split the costs. Simply provide the package or item ID to an Aquantuo representative for assistance.

No. Your Aquantuo address should not be used as your billing address. Your billing address is the address your bank has on file for the card being used. If using a gift card, please check with the gift card issuer. If the website will not accept your address, consider using our Buy For Me service.

We have very strong checks in place to detect fraudulent activities. If your payment is determined to be fraudulent as is often the case with such payments, it will be reported to the authorities, your account will be permanently locked and the items in our possession will not be forwarded but donated to charity.

If paying with a card, we present that actual amount the service is costing you. However, your bank may be using a different exchange rate which may result in a slightly higher amount than what you may see on our platform as the conversion amount. If you are billed more than you see on the platform, it is because your bank is using a much higher exchange rate than we showed.