FAQ

Yes. The rider quotes a delivery fee for your specific order before dispatch, based on distance and parcel size, within a fair reference range — so there are no surprise charges.

You pay this fee only at the point of delivery, by dialling the Sureby USSD code, entering your order code, and confirming the amount. That single action both confirms your delivery and pays the rider, straight into escrow.

If your item arrives damaged, or turns out faulty shortly after delivery, report it through your Sureby account or to customer support as soon as you receive your delivery. Include clear photos of the fault and the item's serial number where applicable.

Your case is reviewed against the evidence recorded at delivery, so the outcome is based on facts rather than guesswork. If the fault is confirmed, you'll receive a full refund from Sureby, or a replacement.

Note: because product payment sits in escrow until you confirm delivery, you are never at risk of paying for an item you have not received, or that arrives faulty.

Every order has a unique Sureby order code (for example, SS-ORD-4821). Use it to check status any time in your account, to reference if you contact support, or to dial in and pay your delivery fee. Your order code is the only reference you need, start to finish.

First check your order status in your Sureby account. If it shows "Dispatched" but has not arrived, or there has been no update for a while, contact customer support with your order code.

Because your payment is still sitting safely in escrow at this point, nothing is released to the vendor until delivery is actually confirmed — so you are protected while we investigate, contact the rider, and either arrange redelivery or process a full refund.

Start a return from your account within 5 hours of delivery, stating the reason. Customer support will arrange collection or a drop-off point — whichever is easier. The item is checked against the serial number and the condition on record before a refund is approved.

Refunds are paid back to the mobile money account you paid from, usually within 48 hours of the item being received and checked. If the return is due to a genuine fault or a vendor error, Sureby covers the return delivery fee; if it is a change of mind, the standard delivery fee applies.

Sureby is built entirely for fintech mobile wallets, mobile money, Visa and Mastercard — the way most of Sierra Leone actually pays. At checkout you can pay with Flot, Orange Money or AfriMoney, and your payment is held securely in escrow until your order is delivered and confirmed.

Most payment issues come down to one of a few things: insufficient mobile money balance, an incorrect PIN, a weak network signal, or a temporary issue with your provider. Double-check these first, then try again.

If your fintech wallet or mobile money is not going through and you also have a Visa or Mastercard, you can try that instead. If the problem continues, contact Sureby support with your order code — we can see exactly where the payment stalled and help you resolve it directly.

Your order status updates immediately in your Sureby account, and you'll get a confirmation SMS from Sureby and from your service provider at the same time.

If money has left your mobile money account but your Sureby order does not show as complete within a few minutes, contact support with your order code and the mobile money transaction reference, and we will reconcile it for you.