Shipping Policy

1. Shipping Methods

We offer multiple shipping options to customers in Nairobi and other areas. The available shipping methods may vary depending on your location and the products ordered.

Available Shipping Options:

• Standard Delivery: 3-5 business days
• Express Delivery: 1-2 business days (limited areas)
• Same-Day Delivery: Available for select areas in Nairobi (order before 2 PM)
• In-Store Pickup: Available at our Kasarani location

2. Shipping Rates

Shipping costs are calculated based on your location, order weight, and selected delivery method. Shipping rates will be displayed at checkout before you confirm your order.

3. Delivery Partners

We work with trusted logistics partners to ensure safe and timely delivery of your orders. Our primary delivery partners include:

• Ultimart Courier (nationwide coverage)
• Direct delivery via our team (Nairobi & Kasarani)
• In-store pickup at our Kasarani location

4. Order Processing

Processing Time

Orders are processed within 1-2 business days of payment confirmation. Processing time does not include weekends and public holidays.

Order Status

You will receive email notifications at the following stages:

• Order confirmation
• Order shipped/in transit
• Delivery in progress
• Delivery completed

5. Shipping Address

Please ensure your delivery address is complete and accurate, including:

• Full recipient name
• Street address or description
• Estate/area name
• Phone number
• Landmark (if available)

We are not responsible for delivery delays or failures due to incomplete or incorrect address information provided by you.

6. Delivery Attempts

Our delivery team will attempt to deliver your order at the specified address. In case of:

• Successful Delivery: Package is handed to recipient or placed at specified location
• Recipient Absent: Courier will attempt delivery again or contact you for alternative arrangements
• Address Issue: We will contact you to clarify the correct delivery location

7. Shipping to Upcountry

We can ship to areas outside Nairobi through our partner Ultimart Courier. Shipping rates and delivery times will be calculated based on the destination.

Note: Upcountry deliveries may take 5-10 business days depending on the location.

8. In-Store Pickup

For customers who prefer to collect orders personally:

• Pickup location: Kasarani, Nairobi, Kenya
• Pickup is ready within 1-2 business days of order confirmation
• Call or WhatsApp us to confirm pickup timing
• Bring valid ID for verification

9. Delivery Confirmation

Upon successful delivery, you will receive:

• SMS confirmation with delivery timestamp
• Email confirmation
• Courier contact information (if applicable)

Please inspect your package immediately upon delivery and report any issues within 24 hours.

10. Damaged or Lost Packages

Reporting Damage

If your package arrives damaged:

• Take clear photos of the damage
• Contact us within 24 hours of delivery
• Provide photos and order details
• We will arrange replacement or refund

Lost Packages

If your package does not arrive within the estimated delivery timeframe:

• Contact us immediately with your order number
• We will investigate with our logistics partner
• Full refund or replacement will be provided if package is confirmed lost

11. Shipping Restrictions

We cannot ship certain items due to safety, legal, or logistical reasons. These include:

• Flammable or hazardous materials
• Extremely fragile items (certain conditions)
• Items prohibited by Kenya law

If your order contains restricted items, we will contact you before processing.

12. Force Majeure

HomiQ Households is not liable for delivery delays or failures caused by circumstances beyond our control, including:

• Natural disasters
• Severe weather conditions
• Government restrictions
• Pandemic or public health emergencies
• War or civil unrest

In such cases, we will provide updates and alternative solutions.

13. Insurance

Orders are shipped at your risk unless you select package insurance at checkout. Package insurance protects against loss or damage during transit. Insurance costs vary based on order value.

14. International Shipping

Currently, we ship only within Kenya. International shipping is not available at this time. Please contact us for future updates on international shipping options.

15. Returns & Exchanges

For information about returns and exchanges, please refer to our Returns Policy. Return shipping costs may apply depending on the reason for return.

16. Contact Us