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Home Shipping Policy

Shipping Policy

This policy explains where Chinandogo delivers, how orders are processed, how delivery fees are confirmed, expected delivery timelines, and what customers should do if there is a delivery issue. Please review this policy before placing an order.

Last updated: 31 May 2026

Location-Based Delivery

Delivery availability and cost are based on the customer's delivery location.

Customer Confirmation

We may contact customers to confirm address details before dispatch.

Clear Shipping Cost

Delivery fee is confirmed before payment completion or before order dispatch.

Delivery Check

Customers should inspect delivered items and report issues promptly.

1. Delivery Coverage

Chinandogo delivers products within Kenya where courier, rider, or local delivery service is available. Delivery to some remote areas may require additional time or a collection point arrangement.

  • Customers must provide a complete delivery address, county, town or area, and reachable phone number.
  • Delivery availability may depend on the product type, package size, delivery location, and courier coverage.
  • If direct doorstep delivery is not available for a location, we may agree with the customer on a suitable pickup point.

2. Order Processing

Orders are processed after the order details are confirmed. This may include confirming the product, quantity, customer name, phone number, delivery location, and payment or Bank Transfer arrangement.

  • Orders placed on business days are normally reviewed within 1 business day.
  • Orders placed on weekends or public holidays may be reviewed on the next business day.
  • Some orders may require phone confirmation before dispatch, especially high-value orders, Bank Transfer orders, or orders with incomplete delivery details.
  • An order may be delayed or cancelled if customer details cannot be verified or the customer cannot be reached.

3. Shipping Fees

Shipping fees are based on the delivery location, package size, package weight, delivery method, and any courier charges that apply. The delivery fee is confirmed before payment completion or before the order is dispatched.

  • For M-PESA STK orders, the final amount to be paid should include the confirmed delivery fee where delivery is charged.
  • For Bank Transfer orders, the customer is informed of the delivery fee before dispatch.
  • If delivery details change after confirmation, the delivery fee may also change.
  • Any additional delivery or redelivery cost caused by wrong address details, missed calls, or failed delivery may be charged to the customer.

4. Delivery Timelines

Delivery timelines are estimates and begin after order confirmation and dispatch. Actual delivery time may vary depending on location, courier availability, product availability, and customer response time.

  • Nairobi and nearby areas: usually 1–3 business days after dispatch.
  • Major towns outside Nairobi: usually 2–5 business days after dispatch.
  • Remote areas or locations outside regular courier routes may take longer.
  • Large, fragile, bulky, or special-order items may require additional handling time before dispatch.

5. Delivery Process

Please follow the delivery process below:

  1. Place your order through the website and provide accurate contact and delivery details.
  2. Confirm your payment method: M-PESA STK Push or Bank Transfer.
  3. Our team reviews the order details and confirms delivery fee where applicable.
  4. The order is packed and handed over to a delivery rider, courier, or arranged delivery service.
  5. The customer receives delivery communication by phone, SMS, WhatsApp, or courier update where available.
  6. The customer receives the order and checks the package condition before accepting it.

6. Customer Responsibilities

  • Provide accurate delivery information before dispatch.
  • Keep your phone reachable during delivery.
  • Confirm the package condition before accepting delivery where possible.
  • Do not accept a visibly damaged or opened package without reporting it immediately to the delivery person and to Chinandogo.
  • For Bank Transfer orders, prepare the confirmed order amount and delivery fee before the rider or courier arrives.

7. Failed Delivery or Wrong Address

A delivery may fail if the delivery address is incomplete, the customer is unavailable, the phone number is unreachable, payment is not ready for Bank Transfer, or the customer changes location after dispatch.

  • If delivery fails, we may contact the customer to arrange redelivery or pickup where available.
  • Redelivery may attract an additional delivery fee.
  • If the customer cannot be reached after reasonable attempts, the order may be cancelled or returned to our dispatch point.

8. Delivery Delays

We work to dispatch orders within the stated timelines, but delivery may be delayed by factors outside our control. These may include courier delays, weather, traffic, stock confirmation, security checks, public holidays, or incorrect customer details.

If a delay affects your order, contact us using the details on this page and we will provide the available order status.

9. Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or different from what you ordered, contact us within 48 hours of delivery. Provide your order number, product name, delivery details, and clear photos or videos of the package and item.

We will review the issue and advise the next step in line with our Returns & Refunds Policy.

10. Contact for Shipping Questions

Email: info@chinandogo.co.ke
Phone: 0722 859 959
Location: Nairobi, Kenya

Please include your order number when contacting us about a delivery.

Email Support

info@chinandogo.co.ke

Phone Support

0722 859 959

Business Location

Nairobi, Kenya

Related Policies

Returns, Terms and Privacy

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