Shipping policy

  • Ship-from: Ruhan Plaza , Kahawa Sukari, Kenya
  • Support: +254 702 251255 · dicksonomondi11@gmail.com
  • Hours: Mon–Fri, 9:00–17:00 EAT (Kenyan public holidays observed)

Where we ship

  • Coverage: Kenya nationwide 
  • Nairobi same-day: Available for paid orders placed by 4:00 PM EAT, subject to rider availability, traffic and weather.
  • Rest of Kenya: Typical delivery 1–2 business days after dispatch.
  • Local pickup (free): Yes, Ruhan Plaza, Kahawa Sukari. We’ll text/email when your order is ready; collect during business hours with your order ID and a matching ID.

Carriers & delivery methods

  • Customer’s choice: You pick and pay for the courier at checkout or after we confirm your order.Common options include Pickup Mtaani for Nairobi, and any rider/taxi services such as Bolt or Uber, or nationwide couriers (e.g., G4S/Fargo/Wells Fargo).
  • We’ll package and hand over your parcel to your chosen carrier; you’ll receive dispatch confirmation and any tracking details the carrier provides.

Rates & fees

  • Shipping rates: Based on the carrier you select (we don’t apply flat rates or free-shipping thresholds).
  • Handling/packaging: No additional handling fee.
  • Any courier surcharges (e.g., out-of-area, after-hours) are charged by the carrier directly.

Payments & COD

  • Accepted at checkout: M-Pesa STK, cards, bank, and Airtel Money.
  • Cash on Delivery (COD): Available. The customer pays the delivery cost to the rider/courier. Please keep your phone reachable; riders may call before delivery.

Processing times & cutoffs

  • Same-day dispatch window: Orders confirmed and packed up to 5:00 PM EAT.
  • Nairobi same-day delivery: Orders paid by 4:00 PM EAT typically deliver the same day. Orders after that cut-off deliver next business day.
  • Orders placed outside business hours or on holidays dispatch the next business day.

Delivery, attempts & address rules

  • Delivery attempts are governed by your chosen carrier’s policy (we don’t add extra attempts or re-delivery fees beyond the carrier’s terms).
  • Provide a street address and an active phone number. Some carriers can deliver to P.O. Boxes; if not, please provide a street address or arrange depot pickup with your carrier.

Packaging & product care (supplements)

  • Items ship sealed in tamper-evident packaging.
  • Avoid direct sun/heat on receipt. If a seal appears broken, do not use,contact us immediately.

Damaged, missing, or incorrect items

  • Inspect your parcel at delivery. Report any damage, missing items, or wrong items within 2 days of delivery to dicksonomondi11@gmail.com with photos/video and your order number.
  • Once verified, we’ll replace, reship, or refund (including courier charges where applicable).

Lost shipments

  • If tracking shows no movement for 7 business days, contact us. We’ll open a trace with the carrier and replace or refund based on the investigation outcome.

Signature on delivery

  • For orders KSh 15,000 and above, we may require a signature and ID at delivery or pickup.

Undeliverable, refused, or uncollected parcels

  • If a parcel is returned due to incorrect address, unreachable recipient, or refusal, we can reship (you pay the new courier charge) or refund minus the original courier fee and any return charges billed by the carrier.

Returns & exchanges

  • Returns are handled under our Return Policy (note: your window for reporting issues is 2 days). For safety, opened/used supplements are not returnable unless we shipped the wrong item or the product is defective.

Risk of loss

  • Title and risk of loss pass to you when we hand the parcel to your selected carrier. We’ll assist with claims, but carrier investigations and outcomes apply.

Holidays & service interruptions

  • We observe Kenyan public holidays and may pause dispatch during extreme weather, transport strikes, or other events beyond our control. We’ll communicate any delays by SMS/email.

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