Help & Support
We're here to help you with anything you need. Find answers to common questions or get in touch with our support team.
Browse Help Topics
Orders & Shopping
Learn about placing orders, tracking deliveries, and managing your purchases.
Payments & Cashback
Information about payment methods, security, and cashback rewards.
Account & Profile
Manage your account settings, security, and personal information.
Events & Nightlife
Everything about buying tickets and attending events.
Frequently Asked Questions
How do I place an order on Toonga?
Browse products, add items to your cart, proceed to checkout, enter your delivery address, choose your payment method (Mobile Money, Card, or Toonga Pay), and confirm your order. You'll receive an email confirmation immediately.
What payment methods do you accept?
We accept MTN Mobile Money, Airtel Money, Credit/Debit Cards (Visa, Mastercard), and Toonga Pay (our instant payment solution). All transactions are encrypted and secure.
How can I track my order?
Log into your account, go to "My Orders", and click on the order you want to track. You'll see real-time updates on your order status, including confirmation, preparation, dispatch, and delivery.
How does the cashback program work?
Earn cashback on every purchase! The cashback percentage varies by category (typically 2-5%). Cashback is credited to your Toonga wallet within 24 hours of delivery confirmation and can be used on your next purchase.
Can I cancel or modify my order?
Yes, you can cancel orders within 30 minutes of placing them. Go to "My Orders," select the order, and click "Cancel Order." After 30 minutes, contact support at support@toonga.rw for assistance.
What is your refund policy?
We offer full refunds for damaged, defective, or incorrect items within 7 days of delivery. For most products, you can request a return/refund from your order history. Refunds are processed within 5-7 business days to your original payment method.
How long does delivery take?
Kigali: Same-day or next-day delivery
Other cities: 2-3 business days
Remote areas: 3-5 business days
Exact delivery times depend on your location and product availability.
How do I buy event tickets?
Visit our Nightlife Reels section, browse events, select the event you want to attend, choose your ticket type, complete payment, and receive your digital ticket via email and in your Toonga account. Show your ticket (QR code) at the event entrance.
Do I need an account to shop?
While you can browse products without an account, creating an account gives you access to order tracking, cashback rewards, saved addresses, wishlists, and exclusive member deals. Registration is free and takes less than a minute!
Is my personal information secure?
Absolutely! We use bank-level encryption (SSL/TLS) to protect all transactions and personal data. We never store your full payment card details and comply with international data protection standards. Your privacy is our priority.
Customer Support Hours
Email support is available 24/7 with response within 24 hours
Still need help?
Can't find what you're looking for? Our support team is ready to assist you.
Contact Support