Delivery & Shipping Policy
Effective date: 24 July 2026
We deliver genuine electronics across Kenya, quickly and carefully. This policy explains how delivery works at Umoja Marketplace Africa, from the moment your payment is confirmed to the moment your order is in your hands.
Order Processing
Orders are processed once payment has been received and confirmed. Each product is checked and securely packed before dispatch. You will receive confirmation when your order is placed and again when it leaves us.
Same-Day Delivery in Nairobi
Same-day delivery is available within Nairobi for eligible orders, where stock is on hand and payment is confirmed earlier in the day. Our team will confirm at the point of order whether same-day delivery applies to your location and order time. Where same-day is not possible, Nairobi orders are typically delivered the next business day.
Nationwide Delivery Across Kenya
We deliver to every county in Kenya through trusted courier partners. Orders to major towns and cities typically arrive within 1 to 3 business days of dispatch, while more remote locations can take a little longer depending on courier coverage. Timelines are estimates rather than guarantees, and we always work to beat them.
Delivery Tracking
Once your order is dispatched we will share tracking details with you by SMS, WhatsApp or phone, and our support team can give you a live update at any time, day or night. You will never be left wondering where your order is.
Shipping Charges
Delivery charges depend on your location and the mode of transport used to reach you, and are not displayed on the website. Once you place your order, our team contacts you with the exact delivery charge so you can accept or decline before your order is dispatched. There are no hidden costs: nothing leaves us until you have agreed the delivery charge, and the product price plus that agreed charge is the full amount you pay. eTIMS receipts are available on request, as explained in our Terms & Conditions.
Packaging
Every order is packed to protect it in transit, with additional protection for fragile items such as televisions, monitors and audio equipment. Products leave us sealed and in their genuine manufacturer packaging.
Delivery Inspections
We encourage you to inspect your order at the point of delivery. Check that the packaging is intact and the product matches your order before the delivery agent leaves. If anything looks wrong, note it with the agent and contact us immediately; our Return & Refund Policy explains how damaged or incorrect deliveries are resolved.
Delivery Delays
Occasionally deliveries are delayed by circumstances such as weather, road conditions or courier disruptions. If your order is affected, we will contact you proactively with an updated timeline. If a delay becomes unreasonable, you may choose to wait, adjust the delivery, or cancel the undelivered order for a full refund.
Failed Deliveries
If a delivery cannot be completed, for example because the recipient is unreachable or the address is inaccessible, our team or the courier will contact you to rearrange. After repeated failed attempts the order may be returned to our Nairobi hub, and we will work with you on redelivery; an additional delivery charge may apply where the failure was outside our control.
Remote Area Deliveries
For locations beyond regular courier routes, we deliver to the nearest courier office or agreed pickup point where door-to-door delivery is not available. Our team will discuss the best option for your location when your order is confirmed, so you know exactly where and when to expect your delivery.
Customer Responsibilities
Please provide a complete, accurate delivery address and a phone number you can be reached on during delivery hours. If someone else will receive the order on your behalf, let us know in advance. Accurate details are the single biggest factor in fast, smooth delivery.
Contact Information
You can reach our customer support team 24 hours a day, 7 days a week, by phone or WhatsApp using the numbers published on our website, or through the Contact page at umojamarketplace.co.ke.