Shipping and delivery
I received an “Order Confirmation” email. When will I get my item?
You will receive your order in 4-5 working days after you have received the order confirmation email. This timeline might be longer due to the prevalent COVID-19 measures taken in the country
Will I get a call before delivery?
Not necessarily. As we work with multiple delivery partners, they each have their own levels of communications, such as SMSes, emails or calls.
Typically, they do contact the customer, prior to their arrival, but we are not able to guarantee that. If you are not available at the time of your delivery attempt, the courier partner will surely try to re-deliver to you at another time.
How to track my order?
You can track the real-time status of your order by clicking on “Profile” (Top right corner). Select “Orders” in the drop-down menu to view details of your purchases. We also provide external courier partners tracking numbers for you to track the status of your package.
What if I’m not at home during delivery?
If you are not available at the time of your delivery attempt, our courier partner will surely try to re-deliver to you at another time. In the event you wish to change your delivery address, please submit your request to our customer care team by clicking here so that we can make the necessary arrangements.
How can I change the delivery address/ phone number/ recipient for my existing order?
Please drop your request to our customer care team by clicking here and we will make the changes for you.
Can I check the item before signing during delivery?
No. The parcel can only be opened once you signed for the package. If you find an issue with the item, you can reach out to us here, and we will be more than happy to assist you with the returns process.
What are the operating hours of delivery service?
We work with multiple delivery partners, and operating hours for each delivery partner may differ However, you can expect your item to be delivered from 8:30 am to 7:30 pm. Our delivery partners will contact you prior to the delivery attempt in order to communicate the exact time of delivery.
I received a delivery confirmation email, but I have still not received my item?
In such cases, we advise you to check with your friends or family members in case they have accepted the parcel on your behalf. In case you still fail to locate your parcel, you can reach out to our customer care team here, and we will be happy to assist you.
I ordered 3 items but only received only 1. Why?
If you ordered from multiple sellers or storefronts in one order, then you would receive your order in separate parcels from each seller. However, if you ordered all the items from the same seller and still find some items missing in your parcel, then please reach out to our customer care team by clicking here and we will investigate the matter for you right away.
Can I pick my order from Tribe HQ or Tribe Retail Store at One Galle Face Mall?
Yes you may pick up your order from both places. The location and timings for both premises is listed below:
1) Tribe HQ
#25 R. A. De Mel Mawatha
Colombo 04, Sri Lanka
Hours of operation*: Monday - Friday 10:00 am to 6:00 pm
Level 2, One Galle Face Mall
Hours of operation*: Daily 11:00 am to 8:00 pm
*Please note the hours of operation may change due to the prevalent COVID-19 measures taken in the country
Is it possible to get next-day delivery?
Tribe does not offer next-day delivery services at the moment. However, please be rest assured that we will try our best to ensure your parcel is delivered within the promised delivery time.
What is the delivery fee charged by Tribe?
Delivery charges for individual orders are based on the rate structure give below;
Delivery within Colombo - Rs 250
Delivery outside of Colombo - Rs 300
Cash on Delivery - Rs 300