Shipping Policy

* Delivery times are estimates and may vary based on location and external factors.

Visit any of our convenient store locations to collect your order at no extra cost:

Same-Day Processing: Orders placed before 2:00 PM are processed and ready for same-day delivery or pickup.

Next-Day Processing: Orders placed after 2:00 PM will be processed the next business day.

Custom or Special Orders: These items may require additional processing time as specified on the product page.

Nairobi Metropolitan Area:

• Nairobi CBD and surrounding areas
• All Nairobi suburbs and estates
• Kiambu, Machakos, and Kajiado counties (selected areas)

Outside Nairobi:

We ship to all major towns and cities across Kenya through our parcel service. Delivery takes a maximum of 24 hours to most destinations.

Once your order is processed, you'll receive an SMS confirmation with tracking information. You can track your order using:

• The tracking link in your order confirmation SMS
• Your account dashboard under "Order History"
• Calling our customer service line

Real-time Updates: You'll receive SMS updates when your order is processed, out for delivery, and delivered.

Delivery Requirements:

• Someone must be available to receive the package
• Valid ID may be required for verification
• Please provide accurate phone numbers and addresses
• Cash on delivery available for Nairobi environs/outskirts

Failed Delivery Attempts:

If delivery fails due to unavailability or incorrect information, we'll contact you to reschedule. Additional delivery fees may apply for repeat attempts.

Mtaani Agent Pickup:

Your order will be delivered to a local agent in your area. You'll receive SMS notification with the agent's location and contact details for pickup.

Door Delivery (Nairobi Environs):

Direct delivery to your doorstep. Delivery fee is calculated based on distance and will be communicated before dispatch. Payment is made upon delivery.

Parcel Service:

For destinations outside Nairobi, items are sent via trusted courier services. You'll receive tracking information to monitor your parcel's progress.

Damaged Packages:

If your package arrives damaged, please:

1. Take photos of the damaged packaging and items
2. Contact us immediately upon delivery
3. Do not accept the delivery if packaging is severely damaged
4. We'll arrange for a replacement or full refund

Lost Packages:

If your package doesn't arrive within the expected timeframe:

1. Check with your building security or neighbors
2. Verify the delivery address and phone number
3. Contact us immediately for investigation
4. We'll work with our delivery partners to locate your order

Before Processing: You can modify your delivery address and method by calling us immediately after placing your order.

After Processing: Once your order is out for delivery, address changes may not be possible. Additional fees may apply for delivery redirection.

Order Cancellation: Orders can be cancelled before processing. Contact us as soon as possible to avoid delivery charges.

For delivery questions, tracking assistance, or to arrange pickup, please contact us: