Shipping & Delivery Policy

Last Updated: March 18, 2026

At Zeneric Africa Company Limited, we aim to make your shopping experience seamless and transparent. This policy explains how orders are processed, delivered, and collected, and outlines responsibilities for both our customers and our business. By placing an order with us, you acknowledge and agree to the terms below.

  1. Order Processing
  • Orders placed before 4:00 PM (Mon–Sat) are processed the same day.
  • Orders placed after 4:00 PM or on public holidays are processed on the next business day.
  • Orders are shipped only after full payment confirmation.
  1. Delivery Options

📦 Standard Delivery

  • Delivery within 1–3 business days for both Nairobi and outside Nairobi.
  • Flat fee: KES 500 for standard, non-bulky goods within Nairobi.
  • Cash on Delivery may be available in selected Nairobi locations, confirmed at order placement.

🚚 Bulky / Oversized Items

  • Custom delivery arrangements may apply.
  • Contact us to discuss logistics and fees.

🛡️ Fragile Items

  • We recommend transit insurance for fragile products.

🏢 Local Pickup (Free)

  • Pickup Address: Town House, 4th Floor, Room 406, Kaunda Street, Nairobi
  • Hours: Mon–Fri 8:00 AM – 5:00 PM | Sat 9:00 AM – 3:00 PM | Sun & Public Holidays Closed
  • Customers are notified when orders are ready.
  • Please bring identification or order confirmation when collecting orders.
  1. Deliveries Outside Nairobi
  • Shipping is arranged via trusted courier partners, including Nation Courier, G4S, and other reliable providers.
  • Delivery typically takes 1–3 business days after dispatch.
  • Customers receive tracking numbers via email or SMS.
  • In some locations, customers may be requested to collect orders from a designated courier office or delivery point.
  1. Delivery Fees
  • Within Nairobi: flat fee applies only for standard, non-bulky items; bulky or specialized items are quoted separately.
  • Outside Nairobi: delivery fees are quoted individually before dispatch.
  • Orders above KES 250,000 may qualify for reduced or free delivery within Nairobi, depending on requirements.
  • Fees are reviewed periodically to reflect courier or logistical changes.
  1. Proof of Delivery & Partial Shipments
  • A signed delivery note or record confirms receipt of goods.
  • Customers should ensure an authorized person is available to accept and verify deliveries.
  • Orders may arrive in multiple shipments if items are sourced from different locations; customers will be notified when this occurs.
  1. Special Delivery Arrangements
  • Customers requiring alternative delivery methods can contact us to discuss options.
  • Any additional costs are communicated before dispatch.
  1. Delivery Delays
  • Timelines are estimated and may vary due to courier schedules, traffic, weather, or other logistical factors.
  • Customers are informed of delays where reasonably possible.
  1. Inspection Upon Receipt
  • Customers should inspect products immediately upon delivery or collection.
  • Any damaged, incomplete, or incorrect items should be reported within 2 business days for review.
  1. Contact Information

For questions, concerns, or special delivery arrangements: