Help Center

EastPay is a service that lets you buy products from international online stores (like Amazon, eBay, AliExpress, etc.) and pay in Burundian Francs (BIF) using local payment methods. We handle the purchasing, shipping, customs, and delivery — so you don't need a foreign bank card or international shipping address.

You submit an order with the product link and details from the international store. Our team reviews it and sends you a quote in BIF. Once you accept and pay, we purchase the item on your behalf, ship it to Burundi, clear customs, and deliver it to you. You can track every step from your dashboard.

It depends on the product and shipping method, but typically: review takes 1–2 business days, international shipping takes 1–4 weeks depending on the store, and customs clearance in Burundi takes a few additional days. You can always check the current status of your order in your dashboard.

Each status tells you exactly where your order is in the process. After submitting, your order goes to "Pending" then "Under Review." Once accepted, you'll receive a quote. After payment, it moves through "Processing" → "Ordered" → "Shipped" → "In Transit" → "Customs" → "Out for Delivery" → "Delivered." See the full Order Status Guide on this page for details on every status.

You can request cancellation while your order is still in "Pending" or "Under Review" status. Once an order has been accepted and quoted, cancellation may not be possible if the item has already been purchased. Contact our support team as soon as possible if you need to make changes.

An order may be rejected if the product is restricted, unavailable, or if there's an issue with the details you provided. You'll see the reason in your order details. You can correct the issue and submit a new order, or contact support for help.

This means your package has arrived in Burundi and is being processed by customs authorities. This is a normal step in international shipping and usually takes a few days. We handle the customs process on your behalf — no action is needed from you.

Contact our support team immediately with photos of the damage and your order number. We'll work with you to arrange a resolution, which may include a replacement or refund depending on the situation.

Go to "My Orders" in your dashboard. Click on any order to see its full details, including the current status, timeline of events, and any tracking information. The status badge is color-coded so you can see at a glance where your order stands.

We accept Lumicash, Bancobu, iHela, bank transfers, and other local payment methods. All payments are made in Burundian Francs (BIF). When submitting a payment, select your method, enter your transaction reference, and upload proof of payment.

Once your order has a quote, click the "Pay Now" button on the order. Choose your payment method, make the transfer to the provided account details, then enter the transaction reference and upload a screenshot or receipt as proof. Your payment will then be reviewed by our team.

Your order status changes to "Payment Pending" while our team verifies the payment against the transaction reference and proof you provided. Once confirmed, the status moves to "Paid" and we proceed to place your order. Verification typically takes a few hours during business hours.

A payment may be rejected if the amount doesn't match, the transaction reference is incorrect, or the proof of payment is unclear. Check the reason in your order details, correct the issue, and re-submit your payment. If you believe there's an error, contact support with your transaction details.

The quoted price includes the product cost, international shipping, our service fee, and an estimate for customs duties — all converted to BIF. The exchange rate is locked at the time the quote is issued, so you won't be affected by rate fluctuations after you receive your quote.

Quotes have a validity period because exchange rates and product prices can change. If your quote expires before you pay, you'll need to request a new one. The new quote may differ from the original depending on current rates.

Click "Sign Up" on the homepage and fill in your details. You'll need a valid email address and phone number. Once registered, you can immediately start placing orders from your dashboard.

Yes. We use encrypted connections (SSL/TLS) for all data transfers. Payment proofs are uploaded securely to cloud storage, and we never store your full payment credentials. Your account is protected by Firebase Authentication with industry-standard security.

Click "Forgot Password" on the login page and enter your email address. You'll receive a password reset link via email. Follow the link to set a new password. If you don't receive the email, check your spam folder or contact support.

No. Each account is private and only you can view or manage your own orders. All operations are verified against your authenticated account, so no one else can see your order history or payment details.