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Our commitments to you — delivery standards, response times, and the guarantees behind every AfriRoute shipment.
Last updated: January 2025
| Service Area | Commitment | Target |
|---|---|---|
| On-Time Delivery | Deliveries completed within the agreed delivery window | |
| Quote Response | Response to quote requests submitted via web or email | |
| Support Answer | Incoming calls and WhatsApp messages during business hours | |
| Tracking Updates | Shipment status refreshed in the tracking portal | |
| Delay Notification | Proactive notice to the customer when a delay is identified | |
| Claim Acknowledgment | Written acknowledgment of a submitted claim | |
| Claim Resolution | Investigation and final response on valid claims |
This Service Level Agreement ("SLA") describes the service standards AfriRoute Logistics commits to for customers using our delivery, freight, warehousing, and e-commerce fulfillment services. It applies to services provided from our Dar es Salaam head office and across our East Africa network. This SLA forms part of, and is subject to, our Terms & Conditions. Where a signed service agreement exists for a specific client, that agreement takes precedence over this document.
Standard delivery windows by service type (within normal operating conditions and business days):
Specific delivery times for your shipment are confirmed at booking and shown on your quotation and waybill.
Our support channels operate Monday – Sunday, 9:00 am – 8:00 pm (EAT), with 24/7 escalation available for urgent shipment matters. We commit to: answering calls and WhatsApp messages promptly during business hours; responding to emails and quote requests within 2 hours on business days; providing proactive updates at key shipment milestones; and notifying you within 1 hour of identifying a delay, including the reason and revised estimate.
Our online tracking portal is available 24/7, 365 days a year. Tracking information is updated as shipment events occur — pickup, departure, arrival at hubs, customs events, out-for-delivery, and delivery confirmation. In the rare event the portal is unavailable, shipment status remains available by phone at 0791169110.
For customers using our warehousing and fulfillment services: goods are received and checked within 1 business day of arrival; inventory records are maintained with accuracy verified through regular cycle counts; and outbound orders confirmed before the daily cut-off are processed the same business day where operationally possible.
Service level targets do not apply where performance is affected by: force majeure events (natural disasters, war, strikes, pandemics, government action); incorrect or incomplete information provided by the shipper; delays caused by customs authorities or regulatory inspections; cargo held for legal, safety, or prohibited-item reasons; or extreme weather and road conditions beyond our reasonable control. Delivery times are estimates and, per our Terms & Conditions, are not guaranteed unless expressly agreed in a signed service contract.
If you believe we have failed to meet a service commitment: submit your claim in writing to info@afriroutelogistic.com within 14 days of the event, including your tracking number and supporting details. We acknowledge all claims within 24 hours and provide a final response within 14 days. Remedies for confirmed service failures are assessed on a case-by-case basis and may include service credits for account customers, refund of applicable shipping fees, or other fair compensation consistent with our Terms & Conditions and applicable law.
We continuously measure our delivery performance, response times, and claim handling against the targets in this SLA. Customers with service agreements receive periodic performance reports on request, including on-time delivery rates and any service incidents affecting their shipments.
This SLA is reviewed periodically and may be updated to reflect changes in our operations, network, or service portfolio. Material changes will be posted on this page with a revised date. The version in effect at the time of your booking applies to that shipment.
Questions about this SLA or a specific shipment? Contact us at info@afriroutelogistic.com, call 0791169110, or visit us at Kimara Korogwe, Dar es Salaam, Tanzania.