Delivery Policy
Last updated: March 14, 2024
At Sitizenn Online Stores, we are committed to delivering your orders safely, efficiently, and on time. This delivery policy outlines our shipping methods, delivery timeframes, costs, and terms to ensure you have a clear understanding of our delivery services across Kenya and internationally.
Delivery Areas
Local Delivery (Nairobi Metropolitan)
We offer same-day and next-day delivery within Nairobi and surrounding areas including:
- • Nairobi Central Business District
- • Westlands, Karen, Kilimani, Lavington
- • Eastlands areas (Buruburu, Donholm, Umoja)
- • Kiambu, Thika, Machakos (selected areas)
National Delivery (Kenya)
We deliver to all major towns and cities across Kenya including:
- • Mombasa, Kisumu, Nakuru, Eldoret
- • Nyeri, Meru, Embu, Kitale
- • Kakamega, Kericho, Nyahururu
- • Remote areas (with additional charges)
International Delivery
We ship to selected countries in East Africa and beyond:
- • East Africa: Uganda, Tanzania, Rwanda
- • Other African countries (on request)
- • International shipping (contact for availability)
Delivery Methods & Timeframes
Same-Day Delivery
Available for orders placed before 2:00 PM within Nairobi CBD and selected areas.
- • Delivery window: 4-8 hours
- • Available Monday to Saturday
- • Additional charges apply
Express Delivery
Next business day delivery within Nairobi Metropolitan area.
- • Delivery time: Next business day
- • Available Monday to Saturday
- • Premium shipping rates
Standard Delivery
Regular delivery service for local and national orders.
- • Nairobi: 2-3 business days
- • Major towns: 3-5 business days
- • Remote areas: 5-7 business days
International Delivery
Cross-border shipping to neighboring countries and beyond.
- • East Africa: 5-10 business days
- • Other regions: 10-21 business days
- • Customs clearance may cause delays
Shipping Costs
Our shipping costs are calculated based on delivery location, package weight, and delivery speed:
Local Delivery (Nairobi)
- • Same-day delivery: KES 500-800
- • Express delivery: KES 300-500
- • Standard delivery: KES 200-400
- • Free delivery on orders over KES 5,000
National Delivery
- • Major towns: KES 400-800
- • Remote areas: KES 600-1,200
- • Free delivery on orders over KES 8,000
- • Bulky items: Additional charges apply
Important Notes
- • Shipping costs are calculated at checkout
- • International shipping costs vary by destination
- • Additional fees may apply for oversized or heavy items
- • Remote area surcharges may apply
Order Processing
Processing Time
Orders are typically processed within 1-2 business days. Processing time may be longer during:
- • Peak shopping seasons (holidays, sales events)
- • Weekends and public holidays
- • When items require special handling or customization
Order Confirmation
You will receive an order confirmation email immediately after placing your order, followed by a shipping confirmation with tracking details once your order is dispatched.
Order Tracking
We provide comprehensive tracking for all orders:
How to Track Your Order
- • Use the tracking number provided in your shipping confirmation email
- • Visit our website and enter your tracking number
- • Call our customer service at +254 708 036 413
- • Check your account dashboard if you're a registered user
Tracking Information Includes
- • Order confirmation and processing status
- • Dispatch confirmation with courier details
- • Real-time location updates during transit
- • Estimated delivery date and time
- • Delivery confirmation and recipient details
Delivery Instructions
Successful Delivery Requirements
To ensure successful delivery, please ensure:
- • Accurate and complete delivery address
- • Working phone number for delivery coordination
- • Someone available to receive the package
- • Clear delivery instructions (gate codes, landmarks)
Failed Delivery Attempts
If delivery fails, we will:
- • Contact you via phone or SMS to reschedule
- • Make up to 3 delivery attempts
- • Hold packages at our facility for 7 days
- • Return packages to sender after holding period
Special Item Delivery
Fragile Items
Electronics, glassware, and other fragile items receive special packaging and handling. Signature required upon delivery.
Large/Heavy Items
Furniture and appliances may require specialized delivery. We'll contact you to arrange a convenient delivery time and may require additional assistance.
High-Value Items
Items over KES 50,000 require signature confirmation and may need special security measures. Insurance is automatically included.
Perishable Goods
Food items and perishables are delivered using temperature-controlled vehicles where necessary. Same-day or express delivery recommended.
Delays & Issues
Common Causes of Delays
- • Extreme weather conditions
- • Public holidays and weekends
- • Traffic congestion and road conditions
- • Incorrect or incomplete delivery information
- • Customs clearance (international orders)
- • High order volumes during peak periods
What We Do About Delays
- • Proactive communication via SMS and email
- • Updated delivery estimates
- • Alternative delivery options when possible
- • Compensation for significant delays caused by our service
International Shipping Details
Customs & Duties
International customers are responsible for:
- • Import duties and taxes levied by destination country
- • Customs clearance procedures
- • Providing accurate customs information
- • Additional documentation if required
Restricted Items
Certain items cannot be shipped internationally including electronics with lithium batteries, liquids, perishables, and items restricted by destination country regulations.
Delivery Support
For questions about delivery, tracking, or to report issues, contact our delivery support team:
- Delivery Hotline: +254 708 036 413
- Email: info@sitizenn.com
- WhatsApp: +254 708 036 413
- Support Hours: Monday - Saturday, 8:00 AM - 6:00 PM
- Emergency Delivery Issues: 24/7 hotline available
Policy Updates
This delivery policy may be updated periodically to reflect changes in our services, shipping partners, or operational procedures. We will notify customers of significant changes via email and website announcements. Please review this policy regularly to stay informed about our current delivery terms and conditions.