Shipping and Delivery Policy
Masoko is commited to ensure that your orders are delivered securely and on time.
Where do we deliver?
We currently deliver within Nairobi and have the following pickup points outside Nairobi.
|TSS Building, Kenyatta Road, Malindi
|Nakumatt Nyali , Malindi Road, Mombasa
|Tesla Plaza next to Sidian Bank
|Kenyatta Highway, Next to Equity Bank Embu
|Nanyuki Mall, Ground Floor. Nanyuki Highway
|Haria House, Kwame Nkurumah Road, Thika
|Sinendet Towers, Ground Floor along Nakuru - Kisumu Higway
|Former Raiya Supermarket, Kenyatta Street, Kitale
|Biashara Plaza Ground Floor. Biashara Street, Naivasha
|Metro Towers, Ground Floor, Oginga Odinga Street, Eldoret
|Canon Awori Street, Next to Equitorial Commercial Bank, Kakamega
|Shabana Building, Hospital Road,Opp Falcon Petrol Station, Kisii
|Tuffoam Mall, Ground Floor, Oginga Odinga Road, Kisumu
|ABC Imani Plaza, Machakos Town
|Ntima Building, Njuri Ncheke Street, Meru
|Ereto Plaza, Ground Floor. Mburu Gichua Road, Nakuru
|Kang'aru Building, Ground Floor, Kimathi way, Nyeri
|Rex house, Ground Floor Moi Avenue , Mombasa
Delivery timelines are calculated by taking the estimate shipping (when order processing at the warehouse is complete and ready for dispatch) date and adding the transit time (the time it takes a package to travel from the hubs to Buyer destination address within Nairobi). This will differ based on the shipping service choice made by the buyer.
Orders placed before 3pm will be delivered the same day. Orders placed after 3pm will be delivered next business day, excluding Sundays and public holidays.
Saturday orders before noon will be delivered the same day.
For pickup orders outside Nairobi they will be ready for collection the next day
How much does delivery cost?
The delivery fee is dependent on distance and mode of delivery.
How is packaging done?
Masoko uses eco-friendly bio-degradable and recyclable corrugated boxes to package your orders. This is in line with the Safaricom commitment of taking moral responsibility of managing our environmental impact, and recognizing that environmental considerations are an integral part of our overall business strategy,
Our range of different box sizes are designed to accommodate all types of product shapes and sizes. This gives you the assurance and confidence that your order will be secure and well protected to arrive safely at your doorstep.
Packaging multiple orders?
Multiple orders will be combined into the same package to reduce cost and number of packages shipped to a customer.
How to track your orders status
Orders status can be tracked using the order numbers provided once a purchase is completed. See below box for quick reference and definition of the key order status terminologies.
Key Relevant Order Status Terminologies
|Payment successful and pending processing
Ready to ship to Hub
|Applies to Dropship order items – Vendor has confirmed the items is in stock and ready to ship to the Fargo Courier Hub
|The order has been canceled for various reasons like fraudulent cases, customer requests, goods out of stock
Order Payment Failed
|Failed- Order payment has been placed but payment has failed thus whole order is terminated
|items being packed for dispatch
Ready to ship
|Packing has been completed and the item is ready for dispatch to ship
|out for delivery and now on transit for delivery to the Customer(buyer)
|Order has been delivered to the customer and Proof of Delivery (P.O.D) details is available on the tracking system.
Item is cancelled
|Out of stock- The customer placed an order but was cancelled because the Dropship vendor couldn’t fulfil the item as it was out of Stock. Masoko Customer Support will advise the Buyers accordingly.
Item rejected due to Quality failure
|The item delivered to the hub is rejected for not meeting the quality parameters and requirements. item to be returned to the vendor
|Delayed: The item is declined for late delivery by the vendor to the hubs thus affecting the SLAS
Item Returned to Vendor
|The item is returned due to different reasons like wrong item delivered, wrong colour
Returned at the Hub
|The item has been returned by the customer and it’s at the Fargo hubs or collection centre
Returned to the Warehouse
|The item has been returned and it’s at the warehouse
Return item collected
|The items returned by the customer has been picked up from the Hub by the vendor
Delivery Attempt Failed
|The customer is not available to receive the item